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.

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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.

Acknowledgment of Country

NTOL acknowledges the traditional custodians of the land and waters across New South Wales. We pay our respects to all Elders past and present, and we offer thanks to First Nations communities who welcome us on their land.

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Limitation of liability

Subject to any responsibilities implied by law that cannot be excluded, NTOL is not liable to you for any loss, damage, claims, liabilities, expenses (including without limitation legal costs and settlement costs) whatsoever arising out of, or attributable to, any content, services or other material on this web site whether in contract, tort (including negligence), statute or otherwise.

This website includes links to other websites operated by government bodies and non-government organisations. Links to other websites are provided for your assistance, but do not constitute an endorsement or sponsorship of the practices, views or information contained at any linked site.

This website is operated by the NSW Tollway Ombudsman Limited (NTOL). © 2026 NSW Tollway Ombudsman Limited. All Rights Reserved.
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