Roads and Maritime welcomes feedback on its products and services and enables customers to easily provide compliments, suggestions, complaints and other feedback through its website. During 2015-16 the agency received 17,500 online feedback submissions from customers.
When providing feedback online, customers have the option of self-selecting if their feedback is a complaint. The table below shows the nature and number of these complaints received this year.
Roads and Maritime centralised its feedback channels during the year to provide greater transparency of feedback received across the agency. This contributed to the increased number of recorded complaints received in 2015-16 compared to previous years.
In accordance with its commitment to use customer feedback to continually improve services, Roads and Maritime has implemented changes as a result of customer feedback. During 2015-16 improvements to the information provided to customers about our products and services were made on the Roads and Maritime website and on customer letter templates. Roads and Maritime is also reviewing a number of internal policies and procedures to improve service delivery to customers.
|Nature of online complaint||Number of complaints|
|Licence or registration||378|
|Major highways, regional roads and projects||183|
|Public passenger vehicles and drivers||79|
|Maritime property, products and services||41|
|Cycling and cycleways||17|
The table below details the number of media related activities completed in 2015-16:
|Proactive media releases||2,181|
|Proactive media events||101|
|Ministerial house folder notes||301|
Roads and Maritime welcomes enquiries from the NSW Ombudsman as part of our commitment to continually improving our service delivery to the public.
In 2015-16, 119 enquiries from the NSW Ombudsman were recorded, compared to 87 in 2014-15. The enquiries received represent informal requests for information and assistance in resolving matters, and more formal inquiries that are made when assessing a complaint. Roads and Maritime continues to work closely with the NSW Ombudsman to proactively resolve matters and further streamline service delivery to our customers.
|Subject||Number of enquiries|
|Penalty infringement notices||14|
|Proof of identity||5|
|Privacy and online security||2|
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