The RTA's Annual report 2018-19 records our activities and achievements for the financial year. It also summarises our future priorities and challenges, and details our performance against our strategic priorities.
The RTA values the opinions of our clients and actively encourages feedback about our services. Feedback options are embedded in all channels of communication. We responded to 148 formal client complaints in 2018-19, of these 6 required further action with 142 complaints resolved at the initial contact. An average satisfaction score of 80.1 per cent was recorded for the delivery of services across Customer Experience. The greatest improvement was in the quality of service provided, with customers rating their satisfaction at 81 per cent in June 2019, up from 71 per cent in March 2019.