Your Customer Experience


Understanding Your Needs

We are developing a new approach to our commitment to our customers. Our intent is to better understand the services that are most important to you. We are doing this by conducting research and through consultation. This will ensure we are delivering the right services, in the right way, at the right time to: 

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Provide a transport network centred on what our customers need and value

​In the meantime, we will continue to provide you with the standard of service you expect from us. This includes ensuring that your query or complaint is acknowledged within 24 hours and a response to written correspondence is provided within 10 working days. 


Community and Stakeholder Consultation - Advisory Groups

Working with stakeholders and customers ensures that our direction and commitments are open, accountable, fair and flexible.  We have a number of advisory groups that provide valuable input into a various aspects of the organisation including:

Disability Advisory Group

Ministerial Heavy Vehicle Advisory Panel​

Traffic Management for Works on Road Advisory Group

Heavy Vehicle Industry Consultative Group

Traffic Management for Events Advisory GroupWestern Australian Road Construction and Maintenance Industry Advisory Group

State Road Funds to Local Government Advisory Committee


Community Perception Survey

We view the management of the State's road network as critical to the economic and social wellbeing of all road users and work hard to integrate community perceptions into our strategic planning and day-to-day operations.

To ensure that we are able to respond quickly and appropriately to community needs we conduct an annual Community Perceptions Survey (CPS). The survey provides us with important, up-to-date, customer-focused information about our performance in the construction, maintenance and management of the state's road network.

The results of the 2018 Community Perception Survey are now available.

This year, we were pleased to find 88 per cent of survey respondents rated our overall performance as "okay" or better.


The CPS has been conducted annually since 1994. It helps us gauge how the community view our performance in the construction, maintenance and management of the State's road network, providing insights that allow for the ongoing identification of community perceptions of issues or priorities. We use this information to assist and guide us in our strategic planning. 

In 2018 a total 1,441 members of the community participated in our online survey- 729 in the Perth metropolitan area and 712 in regional areas (approximately 100 in each region). The collected data is weighted to reflect the actual population distribution based on ABS statistics. The 2018 CPS was conducted by Metrix Consulting.


Complaints Process

Complaints Handling Policy

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.

Customer Advocates

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 investigate 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.

The Ombudsman

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 .


Modified: 11 Jan 2019