Policies and practices

Section: Freedom of Information

Freedom of information

Under the Freedom of Information Act 1982 (FOI Act) members of the public can gain access to documents or records held by Commonwealth agencies, such as Coal LSL, unless the document is within an exception or exemption specified in the FOI Act.

Applications for access to documents must:

  • be provided in writing;
  • state that it is an application for the purposes of the FOI Act;
  • provide information about the document(s) you want; and
  • give details about how notices can be sent to you (this can include an email address)

Applications can be submitted by one of these options:

Section: Privacy policy


Coal LSL is required to comply with the Australian Privacy Principles (APPs) set out in the Privacy Act 1988. The APPs regulate how Coal LSL can collect, use, disclose and store your personal information and how you can access and correct that information.

Section: Fraud prevention

Fraud prevention

Our Fraud Policy is reviewed annually and addresses the Board’s duties under the PGPA Act and the Public Governance, Performance and Accountability Rule 2014 (PGPA Rule), in particular:

  • Section 15 of the PGPA Act; to govern the entity in a way that: promotes the proper use and management of public resources for which the Board is responsible; promotes the achievement of the purposes of Coal LSL; promotes the financial sustainability of Coal LSL.
  • Section 16 of the PGPA Act; to establish and maintain appropriate systems of risk oversight and management and internal control.
  • Section 10 of the PGPA Rule; to take all reasonable measures to prevent, detect and deal with fraud relating to the entity.

A Fraud framework is in place to ensure that any alleged fraud incidents reported to Coal LSL are taken seriously and dealt with in a swift, transparent and impartial manner. Coal LSL is committed to good governance practices and providing a quality service to all stakeholders.

To report an alleged fraud to Coal LSL, complete and submit the online Fraud Reporting form.

Alternatively, you can write to us detailing the alleged fraud by email or mail: Corporate Services Manager, Coal LSL, Locked Bag 2021, Newcastle NSW 2300

Section: Complaints


Coal LSL has a formal Complaints Handling policy and process in place to ensure that complaints are resolved quickly and fairly. We are committed to providing a quality service.

How do I lodge a complaint?

We welcome the opportunity to assist you and resolve your complaint quickly and effectively in the first instance by phone on 1300 852 625 (international +61 (2) 4040 0040).

If Coal LSL cannot resolve the matter to your satisfaction, you may lodge a formal complaint by completing the online complaints form, emailing the Complaints Officer or mailing your written complaint to: The Complaints Officer, Coal LSL, Locked Bag 2021, Newcastle NSW 2300.

More information

You can access more information about our complaints process in our Complaints Handling Guide.