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Making a compliment or complaint

Thank you for taking the time to provide us with your feedback. We strive to always provide you with great customer service.  An important part of achieving this is making sure we continually improve the services we provide.

Your compliments and complaints will go a long way to help us achieve this. By letting us know if we unfortunately didn't meet your expectations we can investigate what happened and improve how we operate.

If you need help with translation, please contact the Interpreting and Translating Centre (ITC) on 1800 280 203.

How to make a Complaint or Compliment down-arrow

You can make a complaint if you are dissatisfied with our products or services, the way we have provided a product or service or if we have not provided a product or service to you as expected.

You can also provide us with your compliments if you think we are doing a great job.

There are a number of ways you can lodge a complaint or compliment with us.

  • telephone on 1300 872 677
  • via the online email submission form below
  • visit a Customer Contact Centre near you. Customer Contact Centres are located at:
    • 7 Naweena Road, Regency Park SA
    • Adelaide Railway Station, North Terrace, Adelaide SA
    • Corner of Currie Street and King William Street, Adelaide SA
    • 27 Valetta Road, Kidman Park SA
  • write to us at:
    • Department of Planning, Transport and Infrastructure
      GPO Box 1533
      ADELAIDE SA 5001

What you can expect from us down-arrow

We are commited to providing you with an easy, accessible and streamlined process.

We will treat you with courtesy and respect and will take your complaint seriously.

If we cannot resolve it for you on the spot we will endeavour to provide you with an acceptable resolution within 10 working days. Where your complaint requires more detailed investigation, we will keep you up to date on its progress by contacting you by your preferred method of contact.

Our Complaint Management Policy is in line with the Australian / New Zealand Standard AS/NZS 10002:2014 and we are committed to best practice in complaint management.

We will treat the information you provide us with sensitively, adhering to the Premier’s Circular ‘PC012 Information Privacy Principles’. Please be advised that your complaint may be subject to Freedom of Information laws (link).

For more information read our Complaint Management Policy

What you can do if you are unhappy with the outcome of your complaint down-arrow

If you are unhappy with the outcome or with any aspect about how your complaint was handled, you can lodge a request for an ‘internal review’.

A senior officer will review the complaint details and the outcome provided.

We aim to conduct all internal reviews within 10 working days. Where this timeframe is not possible, we will keep you up to date on the progress by contacting you by your preferred method of contact.

If you are unsatisfied with the outcome following the internal review, you can lodge an application for ‘External Review’ with the South Australian Ombudsman.

For more information read our Complaint Management Policy.