Certifications and 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 2018-19 financial year:

• Western Australia Government Gazette No. 75 dated 25 May 2018
• Western Australia Government Gazette No. 76 (Special) dated 25 May 2018
• Western Australia Government Gazette No. 93 dated 22 June 2018

Major capital projects

DoT's major capital projects, those over $5 million, for the 2018-19 financial year are detailed in the table.

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 of time is negotiated. The average time to process applications in 2018-19 was 22.2 days.

FOI fees and charges

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.

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 2018-19

FOI statistics for 2018-19, compared with previous years, are detailed in the table below.

DoT values customer feedback to assist in delivering excellent service to meet the changing needs of our community.

Customer feedback, including complaints, is managed via the Customer Feedback System (CFS), a fit-for-purpose workflow within Objective – DoT’s electronic document and record management system (EDRMS).

DoT provides an accessible, fair and equitable complaints handling process in line with the Australian Standard on Complaints Handling (AS ISO 10002-2006).

In 2018-19 the following types of feedback were managed through the CFS:

A breakdown of customer feedback received by business unit in 2018-19 is shown below.

** all other DoT Business Units combined

In 2018-19 there was a significant decrease in the number of complaints received relating to DoT’s On-demand Transport business unit. Greater awareness and understanding of the on-demand transport reforms, which are now well underway with Stage 1 implementation complete, could be a contributing factor to this decrease.

There was also a significant decrease in the number of complaints received relating to DoT’s Coastal Infrastructure business unit, which could be attributed to an ongoing focus on process and customer service improvements.

In 2018-19 DoT established a Customer Feedback Working Group to identify improvements to policies, processes and systems, including the Feedback Management Policy and supporting procedures, to improve outcomes for customers.

Unauthorised use of credit cards

DoT employees 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, 25 employees inadvertently utilised their purchasing cards in their personal capacity in 2018-19. None of these matters was referred for disciplinary action as the Chief Finance Officer noted that the nature of the expenditure was characteristic of an honest mistake.