Complaints and feedback

If you have a complaint about vehicle registration or driver licensing* you can submit your complaint using our online complaint form, or by writing to us (GPO Box 1002, Hobart, 7000 TAS 1002) or by calling 61 66 4899. Make sure you tell us how you would like us to respond to you – we can write to you (email or letter) or call you.

Explain your concerns simply and clearly, and tell us what you hope to achieve by making the complaint. Please include as many relevant details as you can: the dates of key events, the names of people you've contacted and copies of letters and documents.

We consider all complaints. Your complaint will be allocated to a staff member who will consider it fairly and objectively. You will receive a response from either the original officer or another appropriate officer.

If you ask to speak to a different or more senior officer, we will do this where appropriate.  Please note, we may not always be able to accommodate your request.

* If you have a complaint not related to vehicle registration or driver licensing visit https://www.transport.tas.gov.au/contact_us to find the correct contact details and procedure for lodging your complaint.

If you would like to provide us with feedback, please complete our simple online feedback form.

Your feedback helps us understand how we can improve our service delivery of services.

If you disagree with a decision we have made about your complaint, discuss the matter with the staff member who made the decision or write to them about it. This will give them an opportunity to reconsider your complaint and tell you whether they have affirmed their original decision or not.  If after that you remain dissatisfied, you can ask us to escalate your complaint for further assessment.

Your request for a complaint response dispute should:

• be lodged as soon as reasonably possible after we have responded to your complaint
• describe the reasons why you believe we were wrong and include any relevant supporting information.

We look at all complaint response disputes requests, however we do not grant every request for assessment. If we do not accept the assessment request, we will tell you and explain why.

If we accept the assessment request, the assessment will be conducted by an officer with no prior involvement in your case. The officer will consider whether:

• the original officer properly considered the issues you raised
• their decision was the right one
• they explained their reasons clearly and considered your response.

The assessment officer may:

• uphold the decision of the original investigation officer
• change the decision of the original investigation officer
• send the matter back to the original investigation officer or another officer for further investigation or better explanation.

The assessment officer will inform you of the outcome of the assessment.

We will only review a matter once.

If you are not satisfied with the final outcome, you may contact the Ombudsman Tasmania. Information regarding their service and complaints process is available on the Ombudsman Tasmania website.