News

News

Tolling Customer Ombudsman now on Twitter!

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

To ensure your privacy, please note that we will not be able to accept or discuss complaints through social media.

Pilot accessibility program

For a three month period starting in September 2019, the Tolling Customer Ombudsman will be available for 2 consecutive days per month for appointments to discuss complaints about Linkt Brisbane in person. Further details can be found on the Information page.

Enhancement of Tolling Customer Ombudsman governance framework

Since 1 July 2019, work has been continuing to enhance the governance framework for the Tolling Customer Ombudsman external dispute resolution scheme. By the end of 2019, the new operator of the scheme will be a not-for-profit public company, formalising the ongoing framework for dispute resolution in this area.

Tolling Customer Ombudsman Limited has an independent board of directors to oversee the Ombudsman. The Board is comprised of an independent Chair, a director with experience in consumer affairs and a director with experience of the toll road operator industry. The 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

On 30 June 2019, Mr Michael Arnold retired as the Tolling Customer Ombudsman. Recruitment is underway for the new ombudsman, but until an ongoing replacement can be appointed, Mr Nicolas Crowhurst, has been appointed as the Interim 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of Mr Arnold’s appointment, EastLink / ConnectEast has reviewed its approach to its complaints handling process and withdrawn from the TCO Tolling Customer Ombudsman scheme, effective as at 1 July 2019.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.