Customer Experience

The National Heavy Vehicle Regulator (NHVR) is a customer service-driven organisation. Learn about our customer policies and procedures and how we can help you.

At the NHVR, our goal is to provide a consistent, accountable and transparent customer service experience. 

To help our customers achieve their heavy vehicle safety goals, our service delivery promise is to:

  • be professional 
  • take ownership of issues
  • proactively seek solutions.

How can we help you?

We are here to make it easy for you to run your heavy vehicle business in the safest and most productive way.

If you have any questions, comments, complaints or feedback, we welcome you to get in touch with our team.

Contact the NHVR

Our customers

An NHVR Customer is any person or business who:

  • uses our services
  • works with us to ensure a safe and productive heavy vehicle industry.

NHVR Customer Definition - Our customers include any person or organisation who uses our services or with whom we work in order to ensure a safe and productive heavy vehicle industry.

The customer experience

We define the customer experience as the way a customer feels about the NHVR after interacting with our services, systems and staff. 

Every time a customer uses one of our services or interacts with us, it shapes their experience. This experience can start well before making contact and a customer may have more than one point of contact.

These customer touchpoints can happen across multiple service channels such as online, phone or on the road, and with more than one person in the organisation. 

From those experiences, we continually learn how to improve our services to make life easier for our customers.

Our customer experience principles

We put the customer at the centre of our customer experience vision. 

As the customer, you can expect us to:

  • help you make informed decisions
  • genuinely understand your needs
  • make the industry better
  • do what we say we are going to do

These principles inform how we design and deliver an excellent customer service experience at every touchpoint. 

The NHVR customer experience principles are; you do what you say you are going to do, you make my industry better, you enable me to make informed decisions, you genuinely understand my needs.

Our customer commitments

Customer Service Charter (PDF, 596KB) - Our charter supports our commitment to upholding the highest standard of customer service excellence and provides you with information on how we will achieve this. 

Our customer service standards

For an excellent customer experience, our customer service standards are what you can expect when dealing with NHVR.

Our service commitment

  • We are respectful to our customers
  • We provide prompt, courteous, and efficient customer service
  • We provide end to end solutions within our capability
  • We are realistic and transparent in terms of what we can do and by when
  • We provide you with accurate and consistent information
  • We behave professionally and with integrity when representing the NHVR
  • We respect your privacy
  • We understand customer problems and provide helpful solutions
  • We actively seek out your feedback to ensure our service is meeting your needs

Telephone enquiries 

  • We will answer your call promptly
  • We treat you as an individual and personalise your call
  • We will respond to recorded voice messages within one business day
  • We take personal responsibility and ownership of your enquiry
  • We actively listen to your enquiry to understand the purpose of your call
  • We ask for permission before transferring you or putting your call on hold
  • We keep you updated with progress if your call is ‘on hold’ for more than two minutes, or alternatively, we will ask if you would prefer a call back to avoid delays

In-person

  • We give you our full attention
  • We are professional in our appearance
  • We take the time to build rapport
  • We treat you as an individual
  • We are friendly and welcoming

Written, website or email enquiries

  • We acknowledge all enquiries within one business day 
  • If your enquiry needs more investigation, we will notify you in writing of the expected timeframe 
  • We communicate using clear, simple language and will limit the use of jargon 
  • We maintain a professional and friendly tone when communicating in writing 
  • We always provide an email signature with appropriate contact details

Social media

  • Our social accounts are monitored seven days a week and we respond to direct messages within one business day. If your query needs further investigation, we will inform you
  • We ensure the acceptable use of our social media accounts and will only respond to positive and constructive posts
  • We strive to respond to you on the same social media platform, however, if needed, we will provide relevant contact details to assist with your enquiry.

Certified customer service organisation

picture is of a purple certified customer service organisation trustmark. Reg 8295 apr 2022-2023 is on the bottom of the trustmark

NHVR continues to work with the Customer Service Institute of Australia. The NHVR have achieved International Customer Service Standard (ICSS). The standard has helped us put in place the strategies, systems, people and processes that contribute to customer success and overall organisation performance.

The benefits of the NHVR becoming ICSS-certified include:

  • reinforcing our reputation as a customer-focused organisation
  • creating a strong point of difference among regulators
  • establishing a consistent approach to helping our customers
  • having the capacity to engage with more of our customers.

We look forward to engaging with you - our customers - and getting your feedback as we continue along the certification journey.

Our customer journey maps

Our customer journey maps provide a visual storyline of every engagement our customer has with our services, brands or products. A journey map is our commitment to understanding your needs and improving our services.

We value your feedback

We regularly review customer feedback to help our organisation grow and improve. All feedback is managed in an accountable, transparent and timely way.

Contact us to leave your feedback.

Complaint handling stats

During the 2021–22 financial year, we received 42 complaints. These included:

  • 42 complaints resulting in no further action
  • 0 complaints resulting in further action
  • 0 complaints still under investigation.

This was a 35% decrease from 65 complaints in 2020-21.

We responded to all complaints within our service standard of 15 working days, and the average time to resolve complaints was 3 days. The main matters about which we received complaints were compliance and enforcement (50%) and road access permits (31%).

We also received 30 compliments from customers through our Contact Us webpage .

Policies and processes