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.

Our Customer Commitments clearly articulate 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 Commitments

Our customers, wherever you might be across Queensland, are important to us.

Vision: Connected communities in a sustainable, thriving and inclusive Queensland.

Purpose: To provide reliable, resilient and responsive transport networks and digital services that are safe and accessible for everyone.

To put our customers at the centre of everything we do, these are our commitments to you.

Prioritising safety and security

We are committed to keeping you safe and your information secure.

Embracing accessibility and diversity

Working with communities to deliver accessible and inclusive transport services and infrastructure.

Working together

We will engage and collaborate with you, the community, and industry to better understand your needs.

Focusing on sustainability

We are focused on delivering a network that is environmentally, economically, and socially sustainable.

Improving services

We are continually working to improve our services and make them more efficient for you.

Planning for the future

We will work to help grow Queensland’s economy and communities and your place in them by listening to your feedback, monitoring trends, and embracing innovation and new technologies.

Find out more about Our Customer Commitments.

 

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