Disclaimer
The Australian Rail Track Corporation (ARTC) website terms of use covers user obligations, privacy, content rights, disclaimers, limitations of liability, and proprietary information protections.
Privacy
Complaints handling process
ARTC are committed to the communities in which we operate and live. We value feedback or enquiries you may have and welcome the opportunity to address any concerns you may have.
We’re committed to acknowledging concerns and resolving them as soon as possible.
This means, when you contact ARTC regarding a complaint, suggestion or compliment we will:
- Acknowledge your contact with us immediately, either when you call us or via acknowledgement email.
- Contact you within 48 hours to discuss your feedback, request additional information if we need it and seek information internally as to how we may assist.
- We seek to resolve all complaints and enquiries within ten business days. Due to the nature of our business, this may not mean that requested works will be completed in that time, however we intend for works to be planned and a pathway to completion communicated to you.
- If we are unable to contact you after making reasonable attempts, or if you do not provide information to us necessary to address your concerns, we may consider the matter closed.
What is a complaint?
A piece of feedback or comment received by ARTC outlining dissatisfaction in its actions, service, operations or impacts of operational activity on its network.
We will address your first contact with us to request information, support, report disturbances or suggest maintenance of an ARTC asset as a complaint when you specifically label it as one.
All feedback will be addressed in a timely manner, as previously outlined.
How do I follow up on my complaint or enquiry?
ARTC can be contacted via phone on our Enviroline telephone number (24/7).
| Phone (24/7) | 1300 550 402 |
| community@artc.com.au | |
| Webmail | Via our webform here |
If you need assistance calling us in your language or require support to use the telephone:
- Translating and Interpreting Services – 131 450
- National Relay Service – 133 677 or via www.relayservices.com.au
ARTC Whistleblower & Public Interest Disclosure Procedure
Click here for our ARTC Whistleblower & Public Interest Disclosure Procedure
Social Media House Rules
Click here for our Social Media House Rules
Note: The ARTC Privacy Policy (Policy) available at www.artc.com.au/terms-of-use-privacy sets out in accordance with the Privacy Act 1988 (Cth) (Privacy Act) the way in which ARTC and its associated entities (together ARTC, we, us, or our) may collect, store, use, manage and protect your Personal Information. By providing personal information to ARTC, its officers, agents or employees after this Policy has been brought to your attention, you acknowledge and consent to the use, collection, storage or disclosure of your Personal Information by us in accordance with the Policy and the Privacy Act including your name and contact details. If you are contacting us with a complaint, please note that any personal Information you provide may be shared with a third party to assist with resolving your complaint. Please let us know if you do not wish this to happen.