New Ombudsman appointed
On 29 January 2020, the Board of the Tolling Customer Ombudsman Limited appointed Mr Phillip Davies to provide tolling customer ombudsman services for customers of Linkt Sydney, Linkt Melbourne, Linkt Brisbane (for travel on AirportLink M7, Gateway Bridge and Logan Motorway) and eWay customers and users.
There will be a short handover period over the course of February 2020 as the Interim Tolling Customer Ombudsman hands over operational control to the new Ombudsman. Mr Davies has made an application to join ANZOA which will be considered at the next meeting of the ANZOA Executive Committee on 14 February 2020.
Pilot accessibility program completed and operationalised
For a three month period starting in September 2019, the Tolling Customer Ombudsman was available for 2 consecutive days per month for appointments to discuss complaints about Linkt Brisbane in person.
Eligible customers were given an opportunity to discuss their complaints against Linkt Brisbane in person with the Ombudsman. Appointments were available in the Brisbane CBD TCO offices on any of the following dates:
- 19 and 20 September 2019
- 18 and 19 October 2019
- 22 and 23 November 2019
In discussions with stakeholders, TCO has undertaken to continue this offering and for the Ombudsman to work out of the Brisbane office at least two consecutive days per month.
In the event that any customer wishes a meeting with the Ombudsman, appointments can be made to meet in Brisbane, Melbourne or Sydney. Simply email firstname.lastname@example.org to make an appointment.
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.
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.