Certifications and disclosures

Here you will find information on certifications and report, customer feedback, employment and industrial relations, FOI and governance disclosures.

  Certification and reports

The Auditor General has audited the accounts and financial statements of the Department of Transport and provides a report on the findings.

AR_P_Annual_Report_certification_fin_statements_2016_17.pdf icon Certification of financial statements (2016/2017) Kb
AR_P_Annual_Report_certification_KPI_2016_17.pdf icon Certification of key performance indicators (2016/2017) Kb
AR_P_Annual_Report_Auditors_report_2016_17.pdf icon Independent auditor's report (2016/2017) Kb

  Customer feedback

DoT's Complaints Handling Policy and Procedures allow complaints to be made in person, by phone, fax, online or in writing, in line with the Australian Standard on Complaints Handling (AS ISO 10002-2006).

Complaints are managed through DoT's Customer Feedback System (CFS), which is administered within Objective DoT's electronic document and record management system (EDRMS).

Type of feedback received 2016-17

In 2016-17, the following types of feedback were managed through the CFS.

Graphic image


Feedback type % Received
Complaints 68
Compliments 5
Feedback and information 27

A comparison of the types of feedback received in 2016-17, compared with previous years, is shown below.


Image of graph

In 2016-17, DoT continued to analyse customer feedback and improve accessibility for customers wishing to submit a general enquiry online. These measures to improve the customer experience may have contributed to the overall increase in feedback from 2015-16 as customers found the process more accessible.

Breakdown of complaints by business unit for 2016-17

Business Units Complaints Feedback, information and compliments Total customer feedback % of DoT total complaints
Driver and Vehicle Services 1,631 777 2,708 82.88%
Marine Safety 46 40 86 2.34%
Coastal Infrastructure 11 16 27 0.56%
Regional Services 54 7 61 2.74%
On-demand Transport 190 22 212 9.65%
Other 36 66 102 1.83%
Total 1,968 928 2,896  

"Other" includes Policy Planning and Investment, People and Organisational Development, Office of the Director General and Corporate Services. These business units typically do not receive consistent complaints or other feedback through the year, so have been included as a single category.

On-demand Transport (OdT) complaints received increased from 2.5 per cent to almost 10 per cent of the total complaints received throughout the year. Factors that could be attributed to this increase are the introduction of processes to formally capture complaints from a wider range of sources in OdT and the current OdT industry reform activities.

  Employment and industrial relations

Full-time equivalents (FTE) and headcount as at 30 June 2017

Status Headcount* FTE*
Permanent full-time 1,125 1,125.00
Permanent part-time 216 140.87
Temporary full-time 116 116.00
Temporary part-time 23 13.68
Senior Executive Service 19 19.00
Total 1,499 1,414.55

*Headcount and FTE numbers include paid employees and employees on unpaid leave.

In 2016 -17, DoT withdrew from the Department for Planning and Infrastructure Agency Specific Agreement 2007.  DoT continued to work in partnership with its Joint Consultative Committee to consult on initiatives and address any issues.

  Freedom of information

DoT's Freedom of Information (FOI) Coordinator is the initial contact point for all FOI related matters.

In accordance with the Freedom of Information Act 1992 (the Act), DoT is required to respond to FOI access applications within 45 days of receipt, unless an extension is negotiated. The average time to process applications in 2016-17 was 18 days.

FOI fees and charges

FOI fees and charges are set under the Act. Apart from the application fee for non-personal information, all charges are discretionary. Details of fees and charges are listed below.

Application Amount
Personal information about applicant. No fee
Application fee (for non-personal information). $30.00
Charge for time taken dealing with the application. $30.00 per hour
Charge for access time supervised by staff. $30.00 per hour
Charges for photocopying. $30.00 per hour for staff time and 20 cents per copy

Rights of review

The Act allows dissatisfied applicants to request an internal review of the initial decision made by DoT.  In accordance with Section 40 of the Act, a request for an internal review must be forwarded to the FOI Coordinator, in writing, within 30 days of the date of the initial decision.

Following an internal review, matters remaining in dispute can be submitted to the Office of the Information Commissioner for external review.  Such applications must be submitted within 60 days from the date of internal review decision.

No fees or charges apply to internal or external reviews.

FOI statistics for 2016-17

FOI statistics for 2016-17, compared with previous years, are detailed in the table below.

Application Number received
Number received
Number received
Number received
Total received (not including those transferred to another agency). 204 257 351 310
Internal reviews. 10 19 15 13
External reviews. 2 7 7 2
Transferred to another agency. 15 7 10 2

  Governance disclosures

Contracts with senior officers

During 2016-17, other than normal contracts for employment of services, no senior officers or firms of which senior officers are members, or entities in which senior officers have substantial interests, had any interests in existing or proposed contracts with DoT.

Unauthorised use of credit cards

DoT staff hold corporate credit cards (purchasing cards) where their functions warrant usage of this facility. Despite each cardholder being reminded of their obligations annually under the Department's purchasing card policy, 14 employees inadvertently utilised their purchasing cards in their personal capacity in 2016-17. None of these matters was referred for disciplinary action as the Chief Finance Officer noted that the nature of the expenditure was immaterial and characteristic of an honest mistake.

Description 2016-17
Number of instances the purchasing card has been used for personal use. 20  
Number of referrals for disciplinary action instigated during the reporting period. Nil  
Aggregate amount of personal use expenditure for the reporting period.   570
Aggregate amount of personal use expenditure settled by the due date (within five working days).   285
Aggregate amount of personal use expenditure settled after the period (after five working days).   285
Aggregate amount of personal use expenditure outstanding at balance date.   -

  Ministerial directives

No Ministerial directives were received during the 2016-17 financial year.

  Other financial disclosures

Pricing policies of services provided

DoT reviews its fees and charges annually to reflect, where legally permissible, full cost recovery in the provision of its services pursuant to the departmental policy for costing and pricing.

The following gazettes contain variations to DoT's fees and charges for the 2016-17 financial year:

  • Western Australia Government Gazette No. 62 dated 15 April 2016
  • Western Australia Government Gazette No. 75 dated 13 May 2016
  • Western Australia Government Gazette No. 80 dated 20 May 2016
  • Western Australia Government Gazette No. 83 dated 27 May 2016
  • Western Australia Government Gazette No. 96 (Special) dated 14 June 2016
  • Western Australia Government Gazette No. 231 dated 23 December 2016

Major capital projects

DoT's major capital projects, those over $5 million, for the 2016-17 financial year are detailed in the table below.

Capital projects incomplete

Project Expected year of completion Project life spent up to 30/6/2017
Estimated cost to complete
Estimated total cost of project
Exmouth Boat Harbour 2017-18 16,856 3,290 20,146
Burswood Public Jetty 2017-18 1,013 3,987 5,000


Transport Annual Report

Page last updated: Wed Jan 24 2018 9:04:33 AM