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- Future Tender Program - June 2020
- Future Tender Program - 8 July 2020
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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.
See the DPTI Customer Service Charter for 2016-2020 for more details about the objectives and outcomes of our work.
If you need help with translation, please contact the Interpreting and Translating Centre (ITC).
How to make a Complaint or Compliment
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:
- Adelaide Railway Station, North Terrace, Adelaide SA
- write to us at:
- Department of Planning, Transport and Infrastructure
GPO Box 1533
ADELAIDE SA 5001
- Department of Planning, Transport and Infrastructure
What you can expect from us
We are committed 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
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 time frame 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.
Matters concerning conduct and administration
Matters concerning the conduct and practice of public officers and public authorities in South Australian public administration, specifically corruption, misconduct and maladministration, can be reported via the Independent Commissioner Against Corruption (ICAC)
The Ombudsman is available to assist people who have complaints against the administrative actions of South Australian Government departments or agencies, and can be contacted via the Ombudsman SA website or by phoning (08) 8226 8699 or 1800 182 150 (country SA toll free).
If you have not attempted to resolve the issue with DPTI, then the Ombudsman may request that you do so before it formally records and/or investigates your complaint.
Public Interest Disclosures
The new Public Interest Disclosure Act 2018 (PID Act) commenced on 1 July 2019, replacing the Whistleblowers Protection Act 1993.
The PID Act strengthens transparency and accountability in government and facilitates the appropriate disclosure of public interest information to certain persons or authorities. It provides protections for some persons who make an appropriate disclosure of public interest information in accordance with the PID Act and sets out processes for dealing with such disclosures.
Visit publicsector.sa.gov.au for more information and fact sheets.
Information on Public Interest Disclosures: