Stewardship

Complaints Handling Process

We provide an accessible, fair and equitable complaints handling process that meets the Australian Standard for Complaints Handling (AS ISO 10002 – 2006). Information regarding our Policy is available on our website. The corporate standard for responding to complaints is 10 working days. Information regarding our process is provided to all employees during the induction process and is available on our intranet.

We conduct a monthly quality assurance check of this process via a complaints handling survey that assesses customers’ perception of how we have managed their complaint and whether we complied with the published process. We investigate and resolve reasons for not complying with the process and opportunities to improve the customer experiences.

Last year, 54% of respondents said they were satisfied with how their complaint was handled.

Social Media Guidelines

Our Social Media Guidelines raise employee awareness of their responsibilities when using social media, whether in a professional or private capacity. The Guidelines help employees to identify opportunities where social media can improve communication for events and campaigns.

Sustainable Procurement and Buy Local

The State Supply Commission Policy on sustainable procurement requires us to demonstrate that we have considered sustainability in our procurement of goods and services. We go above the requirements of the policy by reflecting it in not only our processes for procuring goods and services, but also in procuring works. In addition, we apply the Buy Local Policy where we consider and give preference to local providers in our purchases, as the benefits to industry development and employment are recognised. Buy Local Policy clauses are also included in all our tender documents and tender assessments.

Reporting for Buy Local is extracted from information contained within the Department of Finance’s Tenders WA website. Data is not yet available for the current year.

Freedom of Information

Certain documents can be obtained under the Freedom of Information Act 1992. An information statement produced in accordance with Act and available on our website provides a guide on how to obtain documents from Main Roads under the Act, as well as information or documents available without a formal application. During the year, we received 50 applications.

Our Freedom of Information Coordinator can be contacted on 138 138.

Public Interest Disclosures

We are committed to the aims and objectives of the Public Interest Disclosure Act 2003. We recognise the value and importance of contributions by staff to enhance administrative and management practices and strongly support disclosures made by staff regarding improper conduct.

The Public Interest Disclosure Guidelines are available online to all staff, and were incorporated into ongoing fraud and awareness training rolled out to all areas of Main Roads throughout 2014.