Customer Service Charter Measures
We are committed to
Target
Measured By
Customer Service
The Information Centre being available
99.50%
Information Centre Telephony System
availability
The website being available
99.50%
Website servers availability
80.00%
Information Centre statistics on calls
resolved and transferred to the right
person the first time
Reporting your Satisfaction on how we manage the
road network – Satisfaction on Road Safety
90.00%
Community Perception Survey
Reporting your Satisfaction on how we manage the
road network – Satisfaction on Road Maintenance
90.00%
Availability of Traffic Signals
99.60%
Community Perceptions Survey
The % of time traffic signals are fully
operational.
70.00%
Regional Roads (excluding Metro
Region) which are not closed for more
than 24 hrs excluding Gibb River Road.
Resolve 80% of enquiries through our Information
Centre
Roads Matter
Availability of the State Road Network
Delays during peak hours (6:00am –
9:00am and 3:30pm - 7:00pm)
Minimising delays caused by road works
Working Together
99.50%
caused by road works conducted by
Main Roads on major freeways and
highways.
Business improvements
90.00%
Community Satisfaction Ratings on the
Community Perception Survey
Business improvements
90.00%
Stakeholder Satisfaction Rating on the
Stakeholder Satisfaction Survey
Analyse your Complaints and feedback to make
improvements on work practices and relationships
Embracing Challenge
Develop and Report on our Sustainability and
innovative Performance
Complaints Analysis
UD
Sustainability Matrix and innovation
matrix
Use your satisfaction rating on Cycling and Pedestrian
Facilities to make business improvements
90.00%
Community Perception Survey
Reporting on Freeway Performance
80.00%
Freeway Performance Index
MAIN ROADS Western Australia
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We are committed to
Issuing Heavy Vehicles permits in a timely manner
Target
Within 24
hours of
receipt 95%
of the time.*
Measured By
Turnaround time of specific journey
(single trip) permits (excluding mass
concession permits)
*Fully completed applications received at
the Heavy Vehicle office during business
hours Mon-Fri.
Professionalism
Monitor the quality of service we provide – Complaints
Handling Survey
80.00%
Monthly complaints survey
Monitor the quality of service we provide - Quality
Assurance Assessments
95.00%
Information Centre quality assurance
results
Responding to our Customer Correspondence within
10 working days
Report on our Human Capital Index
Undertaking the Disability Awareness Training
85.00%
100.00%
100.00%
Correspondence completion reports
Human Capital Index
Two training courses per year
Delivering activities as outlined in our Reconciliation
and Action Plan
100.00%
Annual Report on actions completed
MAIN ROADS Western Australia
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