How we handle complaints and feedback

Our customer commitment

We're committed to responding appropriately to customer complaints and feedback – and to using the insights to inform business decisions and improve the products and services we offer. 

All complaints and feedback will be handled equitably, objectively and in an unbiased manner in accordance with the Transport Customer Complaints and Feedback Policy (PDF, 156.08 KB)

What you can do to help get the best result

To provide feedback, complaints, or to ask questions about Transport for NSW services, please assist us by:

• providing timely, accurate and sufficient information
• advising us if matters are urgent or time sensitive so that we can do all that we can to respond within an acceptable timeframe
• responding to our requests within the advised time
• being courteous and respectful in your dealings with us
• listening carefully and communicating clearly.

How we respond to feedback

What you can expect from us

The community is entitled to expect the business of Transport for NSW to be conducted with efficiency, economy, fairness, impartiality and integrity.

To meet this expectation, when dealing with you our staff will:

• always be courteous and helpful
• identify themselves when speaking to you
• provide accurate, relevant and timely information
• treat you fairly and consistently
• use clear and concise language
• be sensitive to diversity issues
• ensure that any information provided is in keeping with Transport for NSW policy.

Telephone feedback

If you call one of our offices, we will:

• manage your call between the hours of 8.30am and 4.30pm each working day
• identify ourselves when we speak to you
• where your enquiry is the responsibility of another agency, refer you to that agency
• aim to resolve your enquiry during the call. If the query is more complex, we will respond to you by a return telephone call as soon as possible and within 7 working days.

Opal feedback

The following Opal card services and feedback functionality will only be available over the phone at 13 67 25 (13 OPAL) and 131 500 for customers with accessibility requirements or who are constrained by technology:

• Opal balance checks
• top ups
• hearing recent transactions
• ordering new Opal cards
• providing feedback.

We have developed a range of digital services providing you quick and easy access to travel information and Opal services. If you are calling for the above services and are not limited by technology constraints or accessibility needs, you will be directed to transportnsw.info/opal or the Opal Travel app. Opal card balance checks and top ups can still be completed at our Opal top up and ticket machines and Opal retailers.

Note: We will still be able to provide assistance to customers with technology constraints, disabilities, and those who may need extra assistance, such as the elderly and our rural and regional customers.

Written feedback

If you write to us, fax us or lodge an application through the mail, we will respond to you within 21 days of receipt. Where this is not possible, due to the nature of the enquiry, we will:

• inform you of the time needed to provide a final response
• give you a name and telephone number to call if you have further queries.

If you email us (please tell us your mailing address), we will:

• respond to you within 21 days of receipt. Where this is not possible, due to the nature of the enquiry, we will:
• inform you of the time needed to provide a final response
• give you a name and telephone number to call if you have further queries.

Visiting our offices

If you visit our offices, we will:

• be available to serve you between the hours of 8.30am and 4.30pm each working day
• identify ourselves when we speak to you
• attend to you within 45 minutes if you come into our office without an appointment
• attend to you within 20 minutes of the time of your appointment
• where your enquiry is the responsibility of another agency, refer you to that agency
• accept applications and written requests at the counter and process them within 21 days. Where this is not possible, due to the nature of the enquiry we will:
  • inform you of the time needed to provide a final response
  • give you a name and telephone number to call if you have further queries.

Email policy

Before sending an email enquiry to Transport for NSW please ensure you are familiar with the following policy:

• Transport for NSW receives a large volume of emails and it is not always possible to reply to each one immediately.
• Through the links and information on our website we have attempted to ensure that as far as possible, you are linked directly to the people or organisations that can help you. Please check the links provided, which are designed to assist you before you contact us.
• Your email will be allocated a priority. Emails requesting information freely available on our website or through the links provided will get lower priority.
• Transport for NSW accepts no responsibility for invoices or other documents involving payments sent by email. Transport for NSW will not accept such emails unless a contact officer and Transport for NSW branch is identified for forwarding.
• Unsolicited advertisements will be deleted.
• Transport for NSW is a public sector agency. We have attempted to filter offensive emails. However, should emails containing offensive contents or contents advocating illegal activities elude our filter, these emails will be forwarded to the NSW Police.

Fraud and corruption

Transport for NSW has zero tolerance to fraud and corruption.

It is Transport for NSW policy that staff are not permitted to accept bribes or inducements (no matter how trivial these may be), or to act dishonestly or partially as public officials. This includes the deceit or advantage gained by unfair means.

It is also Transport for NSW policy to report to the police any customers who might offer inducements or bribes to staff to act dishonestly. 

Our reporting platform makes reporting instances of misconduct or wrongdoing simple and anonymous. Visit Transport corruption reporting platform.

Privacy policy

Any personal information you submit as part of your feedback will only be used to investigate and respond to that feedback in accordance with the Transport for NSW Privacy Policy. For more information visit our privacy page.