Process
How we resolve complaints
Our process is designed to be simple, fair and free. You must first try to resolve your issue directly with the toll operator or service provider.
If you are not satisfied or there is an unreasonable delay, you can lodge a complaint with us.
Before you contact us
Contact the relevant toll operator or toll service provider with your complaint or concern and seek a resolution:
E-Toll Complaints or Linkt Complaints
Please note: ServiceNSW manages complaints on behalf of NSW E-Toll customers.
Keep records of your communications, bills, statements and any reference numbers. If you are dissatisfied with the outcome or more than 60 business days passes without a decision, you can contact us.
Eligibility and time limits
You must be a customer with a complaint about specific tolling related services or products provided by a NSW tollway operator or participating toll service provider. You must lodge your complaint within 24 months of the event in question.
In exceptional cases, we may consider older matters, up to 6 years from the date the event occurred.
What happens after you lodge a complaint
After receiving an enquiry or complaint, we will:
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1
Acknowledge
We will acknowledge receipt within 2 business days and confirm next steps. If we need more information to investigate your complaint, we will ask you to provide it. If you do not respond within a reasonable timeframe, we will close the complaint.
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2
Investigate
If we determine your complaint falls within the scope of the NSW Tollway Ombudsman's functions as set out in the Charter, we contact the toll operator or service provider for a response and/or to request relevant information and documents about your complaint. Details and information you have provided may be shared with them. They typically have 10 business days to respond and support our investigation. We will consider their response and may give you a further opportunity to provide information including a reply. Your reply may be shared with the operator or service provider. If we determine your complaint has merit, we will attempt to resolve it.
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3
Outcome
While most complaints can usually be resolved informally, where this is not possible we will consider the most appropriate method to resolve your complaint. This may include negotiation, conciliation, or mediation. We avoid strict legal formalities and aim to resolve issues by agreement wherever practicable.
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4
Decision (if needed)
If the complaint is not resolved by Step 3, the NSW Tollway Ombudsman may issue a written Draft Determination with reasons for their decision in relation to your complaint. If you accept the Draft Determination within 20 days after receipt, it becomes binding on the toll operator or toll service provider. If you do not accept it within this timeframe, it remains a non-binding determination and the NSW Tollway Ombudsman may refer the Draft Determination to you and the toll operator or toll service provider as a recommendation to resolve the complaint.
Your rights and responsibilities
Our service is free for customers. You must provide accurate information and respond within a reasonable timeframe so we can resolve your complaint efficiently.
What we can assist with
We consider complaints about tolling services and products provided by NSW toll operators or participating toll service providers relating to specific journeys or account matters
Matters outside of the Ombudsman’s scope:
- a complaint about toll prices, fees, or charges set for travel on toll road, except where these have been incorrectly applied
- a complaint about the classification of vehicle types, except where a toll, fee or charge has been incorrectly applied
- an Infringement Notice or fine issued by a relevant government authority or authorised officer relating to travel on a toll road
- matters relating to proceedings before a court, tribunal, mediator, arbitrator, government Ombudsman or any other body involved in dispute resolution, or relating to a decision made by such a body
- matters which have commenced proceedings before a court, tribunal, mediator, arbitrator, government ombudsman or any other body involved in dispute resolution, unless those proceedings have been discontinued
- complaints that are substantially the same as a previous complaint that has been determined, rejected or otherwise dealt with by NTOL or the industry based Tolling Customer Ombudsman, or has been otherwise resolved between the customer and the tolling operator or service provider to your satisfaction
- a complaint that NTOL or the NSW Tollway Ombudsman, in their discretion, considers to be frivolous, vexatious, lacking in substance, not made in good faith or otherwise not warranting investigation
- a complaint about government policies and procedures, decisions, laws and other such matters relating to tollways and toll roads, and where the facts or circumstances giving rise to the complaint occurred more than 24 months before the complaint was lodged with NTOL. However, if NTOL at its absolute discretion considers that exceptional circumstances apply, it may accept a complaint outside this time period, but not where the facts or circumstances giving rise to the complaint occurred more than 6 years before the complaint was lodged with NTOL.