Make a Complaint - Tolling Customer Ombudsman

Please note: TCO is unable to assist you if you have not first tried to resolve your complaint with the relevant toll road operator.

If you have tried resolving your complaint with the toll road operator, but have either not received a response, or you are not happy with the response, then you can lodge a complaint with us.

It is up to you how to do this. You can:

Complete the Online Complaint Form below;
Complete the Complaint Form and send it to us:
- By fax on 03 9853 7782
- By email to admin@tollingombudsman.com.au
Call us on 1800 43 13 84.

If you contact us by phone, we can often provide advice or assistance verbally. However, we will need some written authority from you in order to be able to approach the toll road operator about your complaint. The best way to do this is to use the Complaint Form (either PDF or online). This makes sure we have all of the relevant information and authorities in one place.

If you choose to use the Online Complaint Form, please have all of the relevant information to hand. You will also need 10-15 minutes to complete the form as the website will not save your details if you move away from the page.

We will only receive the information provided once you hit ‘Submit’. Doing so is an acknowledgement of your acceptance of the scheme’s terms and conditions.

Your Details

Complainant Type: *

Name of Complainant: *

Street:

City: *

State: *

Country: *

Zip Code:

Phone *

Email *

Vehicle Registration Number: *

Lodging on behalf of another person?:

Tolling Operator: *

Account Number: *

Details of your complaint: *

Response Received?:

What would you like to happen?:

Consent to release information to the Tolling Customer Ombudsman
Important: Please read the following before submitting this form
You may request an independent review by the Tolling Customer Ombudsman (TCO) if you are a customer of the tolling businesses listed above and your enquiry or complaint has not been resolved to your satisfaction through the relevant tolling business’ customer resolutions process.

Each tolling business collected personal information as part of their customer accounts and toll collection systems. All personal information collected is handled in accordance with the Privacy Act 1988, Australian Privacy Principles and relevant legislation.

To enable the TCO to review your enquiry or complaint, you authorise your tolling business to release your personal information to the TCO. The TCO is not authorised to make any changes to the personal information supplied by the tolling business about you.

This consent will only be accepted if the form is completed in full.

The consent will continue from the date received until the date your enquiry or complaint is finalised. You can revoke this consent at any time by writing to the customer resolutions team of the relevant tolling business.

Authority
I confirm that I am the primary account holder of the account specified above, or am duly appointed to act on their behalf, and consent to the release of all information held by the above named tolling business in relation to that account to the TCO for review.

I understand and acknowledge that:
– This information may include details of matters that do not relate to the subject of my current enquiry or complaint.
– This consent is valid up to and including the date on which my enquiry or complaint is finalised by the above named tolling business and/or the TCO.
– If this consent is revoked by me in writing to the above named tolling business, the TCO may not be in a position to adequately review my enquiry or complaint.

By clicking ‘Submit’, I consent to the relevant personal information being disclosed to the TCO for the sole purpose of reviewing my enquiry or complaint.

Your Name *

Date *