About Us
About the NSW Tollway Ombudsman Ltd (NTOL)
Established in 2025, the NSW Tollway Ombudsman Ltd (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 is managed by the NSW Tollway Ombudsman.
NTOL provides independent, free and impartial services to help NSW toll road customers resolve disputes with toll road operators and participating toll service providers. Our role is to investigate and resolve complaints, encourage fair outcomes, and improve the customer experience across the tolling sector.
Our Role
We manage unresolved complaints in accordance with our Charter about specific tolling services and products, including toll charges, fees and account issues for journeys on NSW toll roads. We will only consider a complaint after you have attempted to resolve it directly with the toll operator or toll service provider. If you are dissatisfied with the outcome or there is an unreasonable delay in receiving a decision (generally more than 60 business days), we will consider your complaint.
Independence and fairness
NTOL and the NSW Tollway Ombudsman are independent and impartial. In accordance with our Charter, we investigate and resolve complaints by applying procedural fairness, avoiding unnecessary legal formality, and seek to resolve matters through negotiation, conciliation, mediation, or - where appropriate - by a determination of the NSW Tollway Ombudsman.
Key Personnel
Felicity Cox
Interim NSW Tollway Ombudsman
Felicity serves as the Interim NSW Tollway Ombudsman, exercising the Ombudsman’s powers and functions under the NSW Tollway Ombudsman Scheme and leading the establishment of NSW Tollway Ombudsman Ltd.
She has extensive executive leadership experience across regulation, service delivery, public policy, and organisational establishment. Felicity has led major initiatives to strengthen accountability and oversight frameworks, improve the experience of government services, and modernise systems affecting consumers and regulated entities. Across her career, she has maintained a commitment to
fairness, accessibility, and dignity.
Felicity holds a Master of Public Policy, a PhD in Physics, and Bachelor of Science Advanced (Hons).