Site navigation
Department of Transport and Main Roads

Department of Transport and Main Roads Customer Service Standards

We are a Queensland Government department accountable to the Minister for Transport and the Minister for Main Roads, Road Safety and Ports and to all Queenslanders.

We are creating a customer-centric culture that meets our customers’ needs first time every time.

We have a Customer Charter that clearly articulates the standard of service that you as our customer, can expect whenever you interact with us.

Serving our customers is a key priority for us. Interacting with thousands of customers daily provides us with many challenges and also many opportunities to innovate, utilise new technologies and strive to reach best practice standards.

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. Operations that we do not perform 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 Customer Charter commitments to you our customer

Make safety our priority

  • Provide a safe environment for the community and our people
  • Maintain the transport network to a high safety standard
  • Provide education and enforce standards on all safety issues

Keep you informed

  • Ensure the information we provide is correct and up-to-date
  • Respond to you in a timely manner through your preferred channel
  • Provide information that minimises disruptions to your travel plans while offering alternatives where possible

Consult and collaborate

  • Show respect and ask for your feedback
  • Engage with you when developing new products and services
  • Use public resources and funds responsibly

Listen, action, learn and improve

  • Offer a range of easy and accessible service options
  • Aim to meet your expectations first time, every time
  • Provide an efficient, accessible and affordable customer experience

Help us to help you

  • Providing accurate and complete details
  • Be respectful
  • Providing feedback to help us improve

Find out more about our Customer Charter.


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:

  • Providing accurate and complete details
  • Be respectful
  • Providing feedback to help us improve
Last updated 19 January 2023