Department of Transport and Main Roads Customer Service standards

We are a Queensland Government department accountable to the Minister for Transport and Main Roads. The Department of Transport and Main Roads' standards of service apply to anyone who has dealings with the department, and also guide our staff.

We strive to achieve three service standards that apply across the department:

1. If you phone us, you will be transferred no more than once in 95 per cent of cases.
2. If we take a message by phone, we will get back to you within the next half day or at an agreed time.
3. If you write to us, we will reply within 15 working days of receiving your letter or email. If we cannot answer within that time, we will send you an acknowledgement within five working days and let you know when you can expect a reply.
   

What we do

Provide services to the public and industry, such as:

• registering vehicles and boats
• licensing drivers and boat operators
• collecting payments
• providing advice, information and a number of specialised services, such as marine pollution control
• operating a Queensland-wide network made up of customer service centres, contact centres and the Department of Transport and Main Roads website
• contributing to the development of state government initiatives.

Make transport safe by:

• setting and monitoring safety standards
• enforcing laws — undertaking investigations, inspections and audits
• educating and informing industry and the public about standards and safety issues
• managing and funding school crossings
• supervising operator and crewing requirements for maritime vessels
• accrediting drivers and operators of school and public transport.

Plan for the future of transport by:

• developing plans and policies for transport services and infrastructure in Queensland — making best use of the available resources
• representing Queensland's transport interests nationally
• working with other levels of government, industry and the community on transport matters of mutual interest.

Fund and regulate transport services and facilities by:

• purchasing transport services for Queenslanders, as well as supporting and improving transport systems
• funding and regulating urban public transport, rail services, school transport and public transport facilities (including building busways), and other passenger services
• regulating aspects of the freight transport industry
• providing navigation aids, facilities such as ramps and jetties, dredging and other maritime services — at sea and on inland waterways
• regulating and supporting the provision of air services to many rural and remote communities.

What we don't do

The Department of Transport and Main Roads does not perform certain operations. Below is a list of these operations and who is responsible for them:

• operating rail, bus, taxi and other public transport — QR, local governments and private operators
  
• enforcing parking regulations — local councils and landowners.

Our promises to you

We will make it easy for you to do business with us by:

• identifying ourselves when you contact us
• continuing to develop a range of service options to suit your needs — including counter, phone and internet services
• using plain language and simple procedures — any documents we issue will be easy to understand and make all critical information clear.

We will do our best for you:

• The first person you contact will find someone who will deal with your enquiry.
• Our staff will have the required knowledge or know where to obtain it.
• We will take the time to listen to you so that we can provide solutions, not just answers.

We will communicate openly with you:

• We will consult you in appropriate circumstances.
• We will take into account the possible effects of our decisions.
• We will explain our decisions. The reasoning and authority relied upon will be made clear.
• If we make a mistake, we will tell you, correct it and make sure it doesn't happen again.

We will provide information that is accurate and complete:

• When you deal with us, all important facts, changes or implications, that we are aware of, will be clearly conveyed.
• If you need a decision in writing we will provide it. We may ask you to put your request in writing.

We will make decisions that are consistent across all groups and regions:

• We will administer regulations fairly and impartially.
• Where there are no applicable legislation, guidelines or directives, we will make a decision in a way that promotes consistency.

Measuring our performance

We have based our promises and standards on wide consultation with customers and staff:

• Twice annually we engage AC Neilsen to measure our customer's satisfaction with our services. This feedback helps us to see how well we are doing, and shows us where we need to improve. Current service satisfaction, on a scale of 1–10, is between 7.2 and 8.5 (10 being excellent, and 1 being very poor).

• We will report on our performance in our annual report.
• We welcome your comments, suggestions, complaints and compliments.

What you can do to help us

We are committed to improving our services. You can help us do this in three ways:

1. Tell us your needs and views.
2. Treat our staff in the same way you expect to be treated.
3. Read any information provided, have the correct forms (and money for fees), and supply all the necessary facts as accurately as possible.