Our complaints handling policy is available here for viewing or downloading:
The policy is also available in other languages and alternative formats including Braille. To request any of these alternative versions, please contact us in any of the ways listed below.
If you have a complaint, or you would like to provide feedback, our Customer Information Centre is available 24 hours a day, 7 days a week on 138 138.
Alternatively, you can contact us by email at firstname.lastname@example.org or through our online form.
We can also be contacted in the following ways:
If you make a complaint and you are not satisfied with the way your complaint is handled, please phone our Customer Information Centre on 138 138 and ask to be referred to one of Main Roads' Customer Advocates.
Both of our Customer Advocates are Senior Managers with many years of operational and customer service experience. They will handle your complaint personally and conduct an independent review.
However, please note Main Roads' Customer Advocates cannot intervene in legal or statutory matters, including decisions regarding third party liability claims for damages.
If you still feel that your complaint has not been resolved to your satisfaction, you may wish to contact the Ombudsman. The Ombudsman is an independent and impartial person whose office investigates complaints about Western Australian Government agencies, statutory authorities, local governments and public universities. The Ombudsman reports directly to the Parliament of Western Australia - not to the State Government of the day.
The Ombudsman's office can be contacted on 9220 7555 or 1800 117 000 and is located at Level 2 Albert Facey House - 469 Wellington Street, Perth. For more information, please visit the website of the Ombudsman of Western Australia.