The complaints process
Acknowledgement
After a team member has reviewed your complaint, we’ll send you an acknowledgement within 2 business days. This will include a unique case number and estimated time for a resolution.
Review Process
Our team will review your case. Depending on the complexity of your complaint, this process may take a few days as we investigate.
We may share details of your complaint to improve our services and share this information to the Tolling Customer Ombudsman. Information about how we collect, use and disclose your personal information, and your rights to access it, are set out in our privacy policy
Response
We aim to provide you with an update or resolution within 5 business days. If we need more information from you during the process, we’ll reach out via the contact details you provided.
If you are unsatisfied with the outcome
If you're not satisfied with our resolution to your complaint, you can reach out to the Tolling Customer Ombudsman. The Ombudsman provides free and independent dispute resolution services to toll road customers. The Ombudsman's office will investigate your complaint and work with you and Linkt to come up with a solution.
The Ombudsman cannot manage complaints that have not been first raised with our Customer Care Group and Customer Resolutions teams. Additionally, the TCO Tolling Customer Ombudsman does not have jurisdiction over Government agencies that issue Infringement Notices.
Learn more about the TCO Tolling Customer Ombudsman