Customer Service Commitment

About NSW Transport and Infrastructure

NSW Transport and Infrastructure is the lead agency of the NSW transport portfolio group, and NSW Transport and Infrastructure was established on 1 July 2009 and is the lead public transport agency of the NSW Government.

NSW Transport and Infrastructure is responsible for transport coordination, policy and planning and manages a multi-billion dollar budget allocation for rail, bus, ferry and taxi services and related infrastructure in NSW.

This Customer Service Commitment informs you of the standard of service that can be expected from us and provides an avenue to comment on our performance.

This commitment explains:

• What you can expect from us
• How you can help us
• How you can give us feedback
• How you can contact us

What you can expect from us

The community is entitled to expect the business of NSW Transport and Infrastructure 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 NSW Transport and Infrastructure policy

If you telephone us we will:

• Manage your call between the hours of 8.30 am and 4.30 pm 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 seven (7) working days

If you visit our offices, we will:

• Be available to serve you between the hours of 8.30 am and 4.30 pm 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

NSW Transport and Infrastructure has a nil tolerance to fraud and corruption. It is NSW Transport and Infrastructure 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 NSW Transport and Infrastructure 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 NSW Transport and Infrastructure 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.

You can provide feedback by contacting NSW Transport and Infrastructure at any one of its offices listed below. Alternatively, complete and submit the feedback form.

How you can contact us

You can contact us at:

Parramatta

Level 4,16-18 Wentworth Street
Parramatta NSW
Telephone: (02) 9689 8888 or (02) 9691 8900
Toll Free: 1800 227 774
Facsimile: (02) 9689 8813
Mail: Locked Bag 5085
(Driver Authority Medicals Locked Bag 5310)
PARRAMATTA NSW 2124

Newcastle*

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

Wollongong*

Level 6, 221-229 Crown Street
Wollongong NSW
Telephone: (02) 4224 3333
Toll Free: 1800 049 961
Facsimile: (02) 4226 4117
Mail: PO Box 5215
WOLLONGONG NSW 2500

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

Information current as at 29 July 2009.