Independent, fair and free support for escalated complaints for NSW
Who we are
and who we help
The NSW Tollway Ombudsman Limited (‘NSW Tollway Ombudsman’ or ‘NTOL’) is a not-for-profit, independent body authorised to help NSW toll road customers with unresolved complaints about tolling services and products provided by NSW toll road operators and participating toll service providers. NTOL’s functions are administered by the independent NSW Tollway Ombudsman.
Important NOTICE: The NSW Tollway Ombudsman is here to help if you have not been able to resolve your issue directly with the toll operator or provider. To allow NTOL to assist you, please ensure you have raised the issue with the relevant toll operator or provider first.
E-Toll Complaints or Linkt Complaints
Please note: ServiceNSW manages complaints on behalf of NSW E-Toll customers.
Have a complaint about a NSW toll road, tolling service or product?
We can help
Contact the toll operator or service provider first
Before coming to us for help, contact your toll operator or service provider and give them the chance to address your concern.
If you are dissatisfied with the outcome or more than 60 business days passes without a decision, proceed to Step 2.
Contact us
If your concern has not been resolved with a reasonable timeframe, fill out our online form to make a complaint.
Tell us your concern, what you have done to date and what you want out of the process.
We investigate
We will request further information from the toll operator or service provider and give them 10 business days to respond.
We'll determine an outcome
For complaints that are still not resolved, we investigate further and proceed to the resolution process to reach an outcome.