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Provide feedback

We value your feedback. We aim to always provide great customer service, and your input helps us achieve this.

Please tell us if you had a great experience or if we haven't met expectations. We can investigate what happened, learn from it and improve our services.

We are committed to providing a child-safe environment. We welcome feedback about our services or products from everyone – adults, children and young people.



please be as specific as possible



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Please note if you select No Response then we will not contact you unless deemed necessary.


please be as specific as possible



:


Please note if you select No Response then we will not contact you unless deemed necessary.











More information

To learn about the objectives and outcomes of our work, read the DIT Customer Service Charter (PDF, 950 KB).

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

You can also enquire or provide feedback about licensing and registration and Adelaide Metro buses, trains, trams and timetables.

How to make a compliment or complaint

You can make a complaint:

  • if you are dissatisfied with our products or services
  • if you are dissatisfied with the way we have provided a product or service
  • 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.

Contact us

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

  • Complete the online email submission form above.
  • Call us on 1300 872 677.
  • Write to us at: Department for Infrastructure and Transport, GPO Box 1533, Adelaide SA 5001.
  • Visit our Customer Contact Centre at the Adelaide Railway Station on North Terrace, Adelaide.
What you can expect from us

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

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

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 detailed investigation, we will keep you updated on its progress by contacting you by your preferred method of contact.

Complaint management best practice

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

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

Read our Complaint Management Policy (PDF, 241 KB).

How your feedback or complaint will be handled

We will deal with all complaints and feedback received promptly, sensitively and fairly.

We will:

  • listen to your complaint/feedback without prejudice or judgement
  • the person receiving the complaint will make a record of it if received verbally
  • advise the time expected for an outcome
  • if a worker receives a complaint, they must forward it to management as soon as possible
  • management will respond to you with an outcome in a timely manner (within 10 working days).
  • where we cannot respond to your complaint or feedback within 10 working days, we will contact you and advise when you can expect a response.
  • clearly document and securely store decisions and actions taken in response to complaints and feedback
  • make sure that procedural fairness is followed at all times.
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 of how your complaint was handled, you can request 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 updated 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 an external review with the South Australian Ombudsman.

Complaints from children or young people

If a child, young person, their carer or their family is not happy with the outcome from the complaints process, they can contact:

Australian Human Rights Commission
Online: www.humanrights.gov.au
Tel: 1300 656 419

South Australian Equal Opportunities Commission (for complaints relating to discrimination)
Online: www.eoc.sa.gov.au
Tel: 08 8207 1977

Conduct and administration matters

Independent Commission Against Corruption

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 Commission Against Corruption (ICAC).

The Ombudsman

The Ombudsman is available to assist people who have complaints against the administrative actions of South Australian Government departments or agencies.

The Ombudsman can be contacted via:

If you have not attempted to resolve the issue with our Department, 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, and replaced the Whistleblowers Protection Act 1993.

The PID Act:

  • strengthens transparency and accountability in government
  • facilitates the appropriate disclosure of public interest information to certain persons or authorities
  • provides protections for some persons who make appropriate disclosure of public interest information in accordance with the PID Act
  • sets out processes for dealing with such disclosures.
More information

Read our Public Interest Disclosure Procedures (PDF, 147 KB).

Refer to resources from the Office of the Commissioner for Public Sector Employment website.