Transit Safety

Feedback and Complaints

The Transport Group of the Department of Planning and Infrastructure (DPI) is committed to dealing with feedback and complaints in a professional and consistent manner that complies with relevant standards, best practice and the expectations of the public.

As part of our commitment to providing excellence in customer service, the Transport Group will aim to:

Listen to your comments, compliments or complaints.
Create an environment where feedback is seen as a means to continually improve our services.
Having professional staff acknowledge and respond to your feedback in a timely manner.
Being accountable for the way in which we deliver our transport services.
Affording the public an open and fair reporting process.

To assist you in lodging your feedback or complaint, note that:

A Transit Officer must provide their full name and identity number when you ask.

A Transit Officer must record your feedback or complaint even if it is about them if you request them to do so.

Lodgement Methods
Online:	TO Feedback Form
Email:	feedback.dpi@nt.gov.au
Phone:	08 8924 7845
Fax:	08 8924 7841
Mail:	Public Transport Feedback GPO Box 2520 Darwin NT 0801

What happens with complaints?

Minor complaints such as rudeness, abruptness, or uncertainty about the law or Transit Officer procedures are generally resolved by the Transit Safety Manager. The manager may speak to you regarding your complaint by explaining the law and Transit Safety procedures to you; or by bringing your concerns to the attention of the Transit Officer about whom you are complaining.

More serious complaints of a criminal or unlawful nature against a Transit Officer will be referred to the Northern Territory Police.

You do not have to provide your name to make a complaint however if you don’t DPI will not be able to inform you of any action taken as a result, or clarify details if required.

Complaints are handled in accordance with the Public Complaints Handling Policy for Transit Officers.

Unhappy about the response?

If you are not satisfied with the way DPI has handled your complaint you can write to the Director Transport who can initiate an internal review of your complaint.

Director
Public Transport Division
Department of Planning and Infrastructure
GPO Box 2520
Darwin NT 0801

If you are dissatisfied with the outcome of the review of your complaint you have the right to refer the matter to the Northern Territory Ombudsman’s Office.

Ombudsman for the Northern Territory
12th Floor, NT House
GPO Box 1344
DARWIN NT 0801

Phone: 08 8999 1818
Fax: 08 8999 1828
Email: nt.ombudsman@nt.gov.au
Web: w ww.ombudsman.nt.gov.au