About us

Our customer commitment
Our values
Charter
ABNs
Corporate Plan
Fare setting
Conduct and ethics
Feedback

Transport for NSW

The vision of the NSW Government is for a truly integrated transport authority which drives better transport outcomes for the NSW community.

Transport for NSW is responsible for improving the customer experience, planning, program administration, policy, regulation, procuring transport services, infrastructure and freight. Transport operating agencies have been freed up to focus on service delivery – providing safe, reliable, clean and efficient transport services.

  • Customer Experience Division is responsible for ensuring the needs, preferences and opinions of our customers are paramount in decision-making, planning and actions. The division is also responsible for the development of consistent standards and the use of information obtained from customers will drive improvements in services and planning.
  • Freight and Regional Development Division is responsible for integrating freight strategies and programs to meet the current and future needs of the NSW economy and particularly regional economies.
  • Planning and Programs Division is responsible for providing consolidated planning and overall investment advice for all modes.
  • Transport Projects Division is responsible for delivering transport infrastructure projects that meet time, cost and quality objectives.
  • Policy and Regulation Division is responsible for driving the development and implementation of customer focused legislative, regulatory and policy solutions.
  • Transport Services Division is responsible for ensuring services across the whole transport portfolio meet the current and future needs of customers.

Our customer commitment

What you can expect from us

The community is entitled to expect the business of Transport for NSW to be conducted with efficiency, economy, fairness, impartiality and integrity.

To meet this expectation, when dealing with you our staff will:

  • Always be courteous and helpful
  • Identify themselves when speaking to you
  • Provide accurate, relevant and timely information
  • Treat you fairly and consistently
  • Use clear and concise language
  • Be sensitive to diversity issues
  • Ensure that any information provided is in keeping with Transport for NSW policy.

If you telephone us, we will:

  • Manage your call between the hours of 8.30am and 4.30pm each working day
  • Identify ourselves when we speak to you
  • Where your enquiry is the responsibility of another agency, refer you to that agency
  • Aim to resolve your enquiry during the call. If the query is more complex, we will respond to you by a return telephone call as soon as possible and within 7 working days.

If you visit our offices, we will:

  • Be available to serve you between the hours of 8.30am and 4.30pm each working day
  • Identify ourselves when we speak to you
  • Attend to you within 45 minutes if you come into our office without an appointment
  • Attend to you within 20 minutes of the time of your appointment
  • Where your enquiry is the responsibility of another agency, refer you to that agency
  • Accept applications and written requests at the counter and process them within 21 days. Where this is not possible, due to the nature of the enquiry we will:
    • Inform you of the time needed to provide a final response
    • Give you a name and telephone number to call if you have further queries.

If you write/fax us or lodge an application through the mail, we will:

  • Respond to you within 21 days of receipt. Where this is not possible, due to the nature of the enquiry, we will:
    • Inform you of the time needed to provide a final response
    • Give you a name and telephone number to call if you have further queries

If you email us (please tell us your mailing address), we will:

  • Respond to you within 21 days of receipt. Where this is not possible, due to the nature of the enquiry, we will:
    • Inform you of the time needed to provide a final response
    • Give you a name and telephone number to call if you have further queries.

Fraud and corruption

Transport for NSW has zero tolerance to fraud and corruption. It is Transport for NSW policy that staff are not permitted to accept bribes or inducements (no matter how trivial these may be), or to act dishonestly or partially as public officials. This includes the deceit or advantage gained by unfair means.

It is also Transport for NSW policy to report to the police any customers who might offer inducements or bribes to staff to act dishonestly.

How you can help us

You can assist us by:

  • Providing timely, accurate and sufficient information to enable us to respond to you in the advised time
  • Advising us if matters are urgent or time sensitive so that we can do all that we can to respond within an acceptable timeframe
  • Responding to our requests within the advised time
  • Being courteous and respectful in your dealings with us
  • Listening carefully and communicating clearly.

While Transport for NSW may provide assistance in the interpretation of legislation under the Passenger Transport Act 1990, it does not provide legal advice. If specific advice is required, you should seek this from your own legal representative.

How you can give us feedback

We welcome any comments and suggestions you might have on improving our services. Your feedback helps us to determine your satisfaction with our services and to continuously improve our performance.

To provide feedback to Transport for NSW complete and submit the feedback form Link to external site. Alternatively you can provide feedback at any one of the offices listed below.

Parramatta

Roads and Maritime Services
Level 4,16-18 Wentworth Street
Parramatta NSW
Ph: (02) 9689 8888 or (02) 9691 8900
Toll Free: 1800 227 774
Fax: (02) 9689 8813
Mail: Locked Bag 5085
(Driver Authority Medicals Locked Bag 5310)
Parramatta NSW 2124

Newcastle*

Ground Floor, 239 King Street
Newcastle NSW
Ph: (02) 4929 7006
Toll Free: 1800 049 983
Fax: (02) 4929 6288
Mail: PO Box 871
Newcastle NSW 2300

Wollongong*

Level 5, 280 Keira St
Wollongong NSW
Ph: (02) 8265 6600
Toll Free: 1800 049 961
Fax: (02) 8265 6633
Mail: PO Box 5215
Wollongong NSW 2500

Chatswood

Level 5, Tower A, Zenith Centre
821 Pacific Highway
Chatswood NSW
Ph: 1800 684 490
Fax: (02) 9200 0290
Mail: Locked Bag 6501
St Leonards NSW 2065

* All taxi and hire car applications and enquiries are managed by the Parramatta office.

Our values

Transport for NSW is a values-driven organisation. Our values define the character of our organisation, guide our decision making and behaviour.

Our values are used to recruit our people, guide our performance and recognise our successes. They are the standards we set for interactions with our customers, the community and our stakeholders.

Our values have been created by engaging with our staff and transport operators and are outlined in the Transport for NSW Corporate Plan 2012-17 Connections (pdf 1.2MB) and the August 2014 update Connections - Towards 2017 (pdf 1.2MB).

Living our values

The following set of values-driven behaviours have been developed to provide TfNSW employees with examples of how they can put our values into action in their day to day work and their interactions with colleagues and customers.

Value Supporting behaviours
Customer Focus
We put the customer at the centre of everything we do.
  • Asking “how does this impact the customer”
  • Listening to and engaging with the customer
  • Responding thoughtfully to customer feedback
Collaboration
We value each other and create better outcomes by working together.
  • Listening, understanding and respecting the opinions of others
  • Sharing information and asking questions
  • Investing time to develop relationships
Solutions
We deliver sustainable and innovative solutions to NSW’s transport needs.
  • Having an open mind to what is possible
  • Looking for and encouraging new ideas
  • Planning, executing and reviewing to deliver results
Integrity
We take responsibility and communicate openly.
  • Communicating openly and respectfully
  • Taking responsibility for actions and behaviours
  • Treating people fairly and appreciating diversity
Safety
We prioritise safety for our people and our customers.
  • Prioritising safety
  • Leading by example
  • Looking out for each other

Charter

Transport for NSW provides a strategic focal point for transport coordination, policy, integrated transport service and infrastructure planning and delivery, providing independent policy advice to the Minister for Transport, administering Acts of Parliament specific to this task.

Other agencies in the transport portfolio include:

Under the Transport Administration Act, funding of passenger service agencies and specific infrastructure programs is administered.

Under the Passenger Transport Act, bus, ferry, taxi and hire car industries are regulated.

In addition, through Transport for NSW, the NSW Government contracts with accredited bus operators to provide bus services throughout the State.

Australian Business Numbers (ABNs)

  • Transport for NSW - 18 804 239 602
  • Public Transport Authority of NSW - 34 970 508 174
  • Transport Administration Corporation - 57 880 063 175
  • Air Transport Council - 99 755 336 810

Corporate Plan 2012-17 Connections

Corporate Plan 2012-17 Connections was launched by Transport for NSW on 2 August 2012. The plan outlines the strategic direction of Transport for NSW for the next five years and provides a framework to help us respond to the challenges of a changing transport environment and deliver improvements for our customers.

Connections explains our role in overseeing the transport system, how we will fulfil that role in the short to medium term and how we will work with our service partners to deliver a transport system that makes NSW a better place to live, do business and visit.

Fare setting

Government-owned services

The Independent Pricing and Regulatory Tribunal (IPART) regulates maximum fares charged on CityRail train services, Sydney Ferries’ services, and timetabled bus services operated under service contracts with the Secretary, Transport for NSW.

Reports on fare-setting for government-owned services can be found on the IPART website Link to external site.

Other services with regulated fares

IPART also makes recommendations about the maximum fares that may be charged on private ferry services – other than those that do not have regulated fares, such as the fast ferry services between Manly and Circular Quay – and maximum taxi fares. These fares are then determined by the Secretary, Transport for NSW.

Reports on fare-setting for government-owned services can be found on the IPART website Link to external site.

Services that do not have regulated fares

Fares for the light rail and some private ferry services – like the fast ferry services between Manly and Circular Quay – do not have regulated fares. This means that the operator of the service decides what to charge.

However, MyMulti tickets, the Pensioner Excursion Ticket and Family Sunday Funday tickets may be used on the light rail service.

Conduct and ethics

Transport for NSW is committed to the highest standards of professionalism and integrity. To guide and instruct our commercial partners on what this means for them, Transport for NSW has published the Statement of Business Ethics, which our commercial partners must comply with as a condition of contract.

The Code of Conduct guides and instructs Transport for NSW staff on the standard of behaviour expected of them.

To report breaches of the Statement of Business Ethics or the Code of Conduct, use the following hotlines or the contacts at the back of the documents.

The Report Misconduct Form allows you to report misconduct concerning Transport for NSW employees and contractors.

You can also make a report by emailing report.misconduct@transport.nsw.gov.au or calling the Reporting hotline on 1800 302 750.

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