Customer Service Commitment
About the Ministry
The Ministry's role is to assist the Government in its objectives by:
- Providing independent, considered policy advice to the Minister for Transport
- Providing financial, budgetary and strategic coordination within the transport portfolio
- Managing regulation and contracting of transport services
- Providing general support services for the Minister and staff
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 the Ministry to be conducted with efficiency, economy, fairness, impartiality and integrity.
To meet this expectation, when dealing with you all 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 Ministry 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
The Ministry of Transport has a nil tolerance on fraud and corruption. It is Ministry 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 Ministry 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 help us to help you 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 the Ministry 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 is always welcome and will enable us to determine your satisfaction with our services and to continuously improve our performance.
You can provide feedback by contacting the Ministry of Transport at any one of the Ministry offices listed below. Or by filling in and submitting the Email Enquiry Form on this website.
How you can contact us
The Ministry has three offices that provide customer services, located at Parramatta, Newcastle and Wollongong. You can contact us at:
Parramatta
Level 4,16-18 Wentworth Street
Parramatta NSW
Telephone: (02) 9689 8888
Toll Free: 1800 227 774
Facsimile: (02) 9689 8813
Mail: 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
You can also contact us by by filling in and submitting the Email Enquiry Form on this website.
* All taxi and hire car applications and enquiries are managed by the Parramatta office.
Information current as at 23 March 2007.
