Making it right when things go wrong

Despite our best intentions, there may be occasions when you are not entirely satisfied. We respect your right to complain and we approach these situations as opportunities for us to learn from your experience and improve our service. If you have a problem we would like to know about it, so we can build a better business.

Our Customer Service team is empowered to take the necessary steps to resolve most concerns you might have.

If you have a complaint, please contact us directly and we will do our best to resolve it for you.

TCO Tolling Customer Ombudsman

If you are unhappy with the outcome of your complaint, the TCO Tolling Customer Ombudsman may review your complaint.

Please note:

  • The TCO Tolling Customer Ombudsman will refer complaints back to the relevant tolling operator if the complaint has not been managed through the tolling operator's complaints process and reasonable attempts have not been made at resolution.
  • The TCO Tolling Customer Ombudsman is unable to consider any complaints relating to infringement penalty notices issued on behalf of authorities such as Victoria Police, even though the infringement may refer to an incident that occurred on EastLink. For information about infringement penalty notices issued in Victoria please contact Fines Victoria by phone on (03) 9200 8111 or by mail to Fines Victoria, GPO Box 1916, Melbourne VIC 3001.


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