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 DIT Customer Service Charter 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 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.

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

Call us on 1300 872 677
Complete the online email submission form below
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 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 detailed investigation, we will keep you updated on its progress by contacting you by your preferred method of contact.

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.

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 time frame 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.

More information

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

Conduct and administration matters

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 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:

the Ombudsman SA website
phone on (08) 8226 8699 or 1800 182 150 (country SA toll-free).

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.