Appendix 1: Community inquiries
We welcome feedback from our customers through a number of channels.
During 2016‑17 the agency received 16,700 feedback submissions from customers. When providing feedback, customers self-select if their feedback is a complaint. Table 15 below shows the nature and number of these self-selected complaints received this year.
We are committed to using customer feedback to continually improve its products and services. During 2016‑17, inter-agency collaboration was strengthened resulting in positive customer outcomes through improvements to policies, procedures, website content, analytical tools on customer issues and sentiment, customer communications and awareness methods.
Table 15: Online customer complaints received in 2016‑1740
|Nature of online complaint||Number of complaints|
|Traffic management and congestion||2,724|
|Major highways, regional roads and projects||305|
|Licence or registration||244|
|Public passenger vehicles and drivers||220|
|Maritime property, products and services||84|
|Cycling and cycleways||13|
- Written feedback and complaints received through Ministerial, Chief Executive and other correspondence are not included in the above table.
We welcome inquiries from the NSW Ombudsman as part of our commitment to continually improving our service delivery to the public.
In 2016‑17, 146 inquiries from the NSW Ombudsman were recorded, compared to 119 in 2015‑16. The inquiries received include information requests, pre-emptive referral of customer inquiries and more formal inquiries that are made when assessing a complaint. We continue to work closely with the NSW Ombudsman to proactively resolve matters and further improve customer experience.
Table 16: Ombudsman inquiries received by subject
|Subject||Number of inquiries|
|Compliance and enforcement||5|
|Proof of identity||4|
|Guidelines and regulations||4|
|Road user safety||3|
|Mooring and boating||1|