Make a complaint

Important Notice

Please note the NSW Tollway Ombudsman is unable to assist you if you have not first tried to resolve your complaint with the relevant toll road operator or service provider.

E-Toll Complaints or Linkt Complaints
Please note: ServiceNSW manages complaints on behalf of NSW E-Toll customers.

If you have tried resolving your complaint and are dissatisfied with the outcome or more than 60 business days has passed without a decision, then you can lodge a complaint with us.

To lodge a complaint, complete the Online Complaint Form below.

Online Complaint Form

Please note the website will not save your details if you move away from the page.

"*" indicates required fields

Complaint is in relation to*

First name*

Last name*

Company name*

ABN*

Address*

Stress address City/town State Postcode

Phone*

Email*

Vehicle Registration Number*

Tolling operator*

Toll account number*

Please describe your complaint*

Have you attempted to resolve your complaint with the toll operator or provider? Please provide details including the reference number.*

What outcome would you like to achieve?*

Important: Please read the following before submitting this form*

NTOL will only receive the information provided once you hit ‘Submit’. Doing so is an acknowledgement of your consent to release information, and acceptance of the terms of our privacy policy (available here) and authority notice outlined below.

Privacy

NTOL is committed to protecting your privacy and making sure your personal information is managed according to law. We collect your personal information when you contact us in connection to a complaint or enquiry. You have the right to choose not to provide your personal information to NTOL, but if you choose not to, we may not be able to help you, unless you are just seeking basic information.

To investigate your complaint or enquiry, we may need to obtain additional information including from your toll road operator or service provider. Your toll road operator or service provider will only disclose your personal information to us with your consent, or as required or authorised by law. In submitting your complaint or enquiry, you consent to the disclosure of your personal information held by your toll road operator or service provider to NTOL. NTOL is not authorised to make any changes to the personal information supplied by the toll road operator or service provider about you.

We may, on occasion, need to disclose personal information to third parties to investigate your complaint or enquiry, or because we are required or authorised by law to do so. We will not disclose sensitive information without your consent or otherwise in accordance with applicable laws.

We report on our activities to the public, regulators, and government without including any identifiable customer information.
You have a legal right to access and update your personal information held by us. You can complain to us in writing about how we have handled your personal information by contacting us at [email protected]. Please contact us if you wish to access, update or complain about the handling of your personal information.

NTOL uses and discloses personal information only as permitted under the Privacy Act 1988. All personal information collected is handled in accordance with the Privacy Act 1988, Australian Privacy Principles and relevant legislation.

Consent to release information to the NSW Tollway Ombudsman

In submitting this form you are consenting to your personal information being disclosed to NTOL for the sole purpose of investigating your complaint or enquiry. You confirm that you are the primary account holder of the toll account specified above, or you are duly appointed to act on the primary account holder's behalf. You are further consenting to the disclosure of your personal information held by your toll road operator or service provider to NTOL as required for the sole purpose of investigating your complaint or enquiry.

This consent will only be accepted if the form is completed in full.
You can revoke this consent at any time by writing to the customer resolutions team of the relevant toll operator or service provider.

In submitting this form, you confirm that you understand and acknowledge that:

This consent is valid up to and including the date on which your enquiry or complaint is finalised by and NTOL.
If this consent is revoked by you in writing, NTOL may not be able to adequately review your enquiry or complaint.

I consent to release information