News

News

Tolling Customer Ombudsman now on Twitter!

The Tolling Customer Ombudsman service has now joined social media. Follow @CustomerTolling for updates and information.

Please note that we will not be able to accept or discuss complaints in such a public forum however.

Enhancement of Tolling Customer Ombudsman governance framework

Since 1 July 2019, work has been continuing on enhancing the governance framework for the Tolling Customer Ombudsman external dispute resolution scheme.

By the end of 2019, it is envisaged that a public company will be the new operator of the scheme, formalising the ongoing framework for dispute resolution in this area. Specialist Complaints Services Limited will have an independent board of directors to oversee the Ombudsman.

The Board will be comprised of an independent Chair, a director with experience in consumer affairs and a director with experience of the toll road operator industry. This board will appoint the ongoing Ombudsman after an open recruitment process.

The new framework, including clearer Terms of Reference, will run in the same manner as other industry-based external dispute resolution schemes and will be more transparent in how we meet the Benchmarks for Industry-Based Customer Dispute Resolution.

More details will be posted on the website, particularly as we transition through from the interim to the ongoing arrangements.

Retirement of Ombudsman

After advising of his retirement effective as at 30 June 2019, Mr Michael Arnold has now retired as the TCO Tolling Customer Ombudsman. Recruitment will shortly commence for the new ombudsman, but until an ongoing replacement can be appointed, Mr Nicolas Crowhurst, has been appointed as the Interim TCO Tolling Customer Ombudsman.

Withdrawal of EastLink

With the expiry of Mr Arnold’s appointment, EastLink / ConnectEast has reviewed its approach to its complaints handling process and withdrawn from the TCO Tolling Customer Ombudsman scheme, effective as at 1 July 2019.

From 1 July 2019, complaints for EastLink cannot be handled by the TCO Tolling Customer Ombudsman, but may be referred to the EastLink Customer Advocate. Details can be found at https://www.eastlink.com.au/enquiries/complaints or https://www.eastlink.com.au/enquiries/customeradvocate.