Alerts

EastLink customer service and Coronavirus (COVID-19) pandemic

To ensure the health and safety of customers and staff, the EastLink customer centre in Ringwood has closed. Telephone and online customer service may also be delayed.

The EastLink customer centre in Ringwood is now closed

To ensure the health and safety of customers and staff, we have temporarily closed the EastLink customer centre in Ringwood.

This closure commenced at 5pm Monday 23 March, and will continue until further notice.

All customer services continue to be available over the phone and online:

phone and web options

Telephone and online customer service may be delayed

Due to changes we have made and will continue to make to prevent the spread of Coronavirus (including social distancing measures within our team), you may experience an unusual delay when you contact us by phone or online.

We apologise for any inconvenience, and thank you for your patience.

Avoid paying with cash at participating retail outlets (e.g. 7-Eleven)

During this time, to ensure the health and safety of customers and retail outlet staff, please avoid paying with cash at participating retail outlets (e.g. 7-Eleven).

Instead, we recommend you pay using your debit card or credit card on the EastLink website.

At the EastLink website there are ZERO surcharges for debit cards and credit cards (includes VISA, MasterCard, American Express and Diners Club).

Our primary focus continues to be on ensuring that EastLink operates safely and reliably

EastLink is a critical part of Melbourne’s transport network.

The emergency services use EastLink (toll free) many times every day of the year as they go about their vital work.

The freight and logistics industries rely on EastLink to deliver vital goods to hospitals, pharmacies, supermarkets, fresh food outlets and other essential services.

Essential services workers including medical personnel rely on EastLink to get to and from work efficiently.

During this Coronavirus pandemic, it’s therefore essential that our primary focus continues to be on ensuring that EastLink operates safely and reliably for the emergency services, freight and logistics industries, and other customers going about their essential travel. This includes you and your essential travel.

We are monitoring the latest developments, and we are following all Federal and State government guidelines, advice and travel restrictions.

This includes how they apply to EastLink personnel as well as our customers.

For example, we have already taken action in accordance with our resilience plans to ensure that the following can continue through these difficult times:

  • Operation of EastLink’s 24/7 traffic control room and incident response service.
  • Essential maintenance for EastLink’s safety systems (including the systems within EastLink’s tunnels).
  • Provision of customer services.

Additional assistance in matters relating to EastLink

We also recognise that some customers may have been directly affected by the Coronavirus pandemic, and may need some additional assistance in matters relating to EastLink.

If you have been directly affected by the Coronavirus pandemic and are seeking additional assistance from EastLink, please phone our customer services team in Melbourne on (03) 9955 1400 during business hours Monday to Friday (closed public holidays).

EastLink. Time Better Spent.