About the Tolling Customer Ombudsman (TCO)
Established in 2004, the Tolling Customer Ombudsman (TCO) provides an independent dispute resolution process for customers of E-Way, Linkt Sydney, Linkt Brisbane, Linkt Melbourne and M5 South-West Motorway (the toll road operators).
We’re free to consumers
The toll road operators fund the TCO services and so making a complaint to TCO is free for consumers.
The ombudsman is required to be independent and impartial when deciding complaints. Our duty is to do what is fair and reasonable in all the circumstances. We are also bound by the terms of our membership of the International Ombudsman Association (IOA) and live the values of our membership of the IOA.
We’re able to achieve outcomes which are binding on the toll road operators, but not on consumers
We have the power to make decisions about customer enquiries or complaints. The toll road operators have agreed that TCO decisions are binding on them.
There is no obligation on a customer to participate in the TCO scheme. Importantly, customers maintain their rights if they are unhappy with a TCO decision. If this happens, the consumer is not bound by the outcome and may take the complaint to court, a tribunal or any other available avenue.
Our process is simple to use
We do not advocate for either party in the resolution of enquiries or complaints, but we are here to help. After receiving an enquiry or complaint, we will:
- review details of the enquiry or complaint;
- refer the enquiry or complaint to the relevant toll road operator for investigation and response;
- request and examine relevant information from both parties;
- help the customer and toll road operator understand what each other are saying;
- facilitate mediation or conciliation, if appropriate; and
- make a recommendation or issue a formal decision called a “Determination”.
Most complaints are solved quickly, with almost all resolved in under 45 days.
There are some things we unfortunately can’t help with
The TCO is not a government agency. We can only deal with disputes brought against the toll road operators who have agreed to be part of the TCO dispute resolution scheme.
This means that we cannot deal with complaints against:
- Eastlink – this toll road operator has a different system to the others. Complaints can be made to the EastLink Customer Advocate. Contact details can be found at https://www.eastlink.com.au/enquiries/complaints or https://www.eastlink.com.au/enquiries/customeradvocate.
- e-Toll / Roads and Maritime Services (RMS) – this NSW government department also administers infringements in NSW. Contact details can be found at: https://www.rms.nsw.gov.au/contact-us/index.html
- The Department of Transport and Main Roads (TMR) – TMR issues and administers tolling infringements for the Gateway and Logan motorways and AirportLink. Contact details for TMR can be found at: https://www.tmr.qld.gov.au/About-us/Contact-us
- Fines Victoria – this VIC government department administers infringements in VIC. Contact details can be found at: https://online.fines.vic.gov.au/Contact-Us
Decisions by state government agencies can be referred to the relevant State Ombudsman if consumers are unhappy with the outcome they receive.. Contact details are on their websites:
- NSW Ombudsman: https://www.ombo.nsw.gov.au/contact-us
- QLD Ombudsman: https://www.ombudsman.qld.gov.au/about-us/contact-us
- VIC Ombudsman: https://www.ombudsman.vic.gov.au/Contact-Us