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Our Commitments to You

Access and Inclusion 

Main Roads Disability Access and Inclusion Plan 2007-2011.

The Disability Services Act (1993, amended in 2004), requires all State and Local Government authorities to develop and implement a Disability Access and Inclusion Plan (DAIP). This is so people with disabilities can access services provided by West Australian public authorities in ways that increase independence and opportunities for inclusion within the community.
Community Perceptions Survey 

Once a year we conduct a survey across the State to measure the community's perceptions of our performance and to identify areas of importance.

To find out more about the survey and the latest results, please visit our page on Community Surveys.
 

Main Roads is committed to customer service excellence and we believe that customer service is about building relationships with our customers.

Our continuing commitments include:

  • Having a Customer Information Officer available to take your call 24 hours a day, 7 days a week, 365 days a year;
  • Timely resolution of enquiries; and
  • Being responsive to communities and stakeholders through regular consultation. To enable this, we have established a Customer Service Advisory Council, consisting of industry, tourism, road user organisations and community representatives.

Our determination to focus on customer service is ongoing, and has resulted in us being awarded the Customer Service Institute of Australia's Western Australian State Government Service Excellence Award in 2007. In 2008, we were awarded the SAI Global Australian Business Excellence Award for Customer Service Systems. This is positive and welcome acknowledgement of our commitment to international best practice as a customer-service organisation on behalf of the people of Western Australia.

 

Main Roads Customer Service Charter

Our Customer Service Charter sets out our commitments to maintainng a positive relationship with all Western Australian roads users, including motorists, cyclists, pedestrians and our stakeholders.

For further information on the charter please visit our Customer Service Charter page.


Your suggestions...how can we improve?

We welcome your suggestions on how we can improve our service to you, or, if you have a complaint, to provide you with an acceptable resolution. Of course, we would also appreciate hearing from you if we have done a good job. Call 138 138 at any time to speak to one of our friendly team members or email us at enquiries@mainroads.wa.gov.au.

 

Main Roads is committed to an accessible, fair and equitable complaints handling process where we work together with our customers to drive business decisions and improvements. For more information on how to make a complaint please visit our Complaints Process page.