Important first step
You need to provide the TCO with a statement of your unresolved enquiry or complaint.
To assist the TCO to make an informed decision, it is advisable – but not compulsory – to provide the TCO with access to the details of your enquiry or complaint. To provide access you need to complete the consent form and submit it to the TCO along with your statement of enquiry or complaint. Click here to download a copy of the form.
The Ombudsman's approach
The TCO's obligation is to act fairly and impartially with both the consumer and the relevant tolling business. The TCO does not advocate for either party.
After receiving your enquiry or complaint and consent form (if applicable), the TCO will:
- review details of your enquiry or complaint;
- request and examine appropriate records as authorised by you from the relevant tolling business;
- propose mediation if appropriate; and
- issue a formal decision or 'determination'.
Decisions are binding
The TCO will consider all aspects of the matter you raise and may then make a determination. Determinations on individual cases will be binding on the relevant tolling business.
It is hoped that you will receive the determination with goodwill. However, you don't relinquish any of your legal rights. If you are dissatisfied with the determination, you may seek legal advice.
The TCO has no power to make compensation awards for consequential, economic, loss of profit or punitive damages.
Where the Ombudsman is unable to help
The TCO cannot:
- consider any grievances related to infringement notices issued by authorities, such as speeding or traffic fines, even though the infringement may have happened on one of the toll roads covered by this scheme;
- consider grievances in relation to Hills M2, Roam and Roam Express that arose before 1 August 2006; and
- make decisions that would put a tolling business in breach of its Customer Service Agreements or its Concession Deeds with a state government.
If your enquiry or complaint is in relation to an infringement notice, please contact the relevant authority.
- In Victoria contact Civic Compliance Victoria on (03) 9611 7555
- In NSW contact the State Debt Recovery Office on 1300 138 118
Keeping you informed
Your submission to the TCO will be acknowledged within 14 days and you will be advised of progress within 28 days.
You will be provided with a copy of the TCO's determination in writing.
The TCO will report all enquiries or complaints received and the determination on a six-monthly basis. No personal details will be disclosed. Click here to view reports.
