Customer service is a cornerstone of our business. We have more than five million account and non-account customers globally.
In Victoria, we serve our customers through the CityLink brand and through our Roam and Roam Express brands in New South Wales (NSW). In NSW and Victoria we also serve customers who travel on our roads using non-Transurban brand accounts. In the US, customer service is managed on a state-by-state basis.
Some state Departments of Transportation take a greater role in direct day-to-day customer service provision than others. In the US, Pocahontas 895 customers are managed by the Virginia Department of Transportation (VDOT) through the Smart Tag Customer Service Centre.
We take a 'customer-first' approach to managing our motorways to help ensure motorists experience convenient, efficient and seamless travel.
This approach ranges from the tolling and customer service technologies used on our roads and the quality of our on-road communications to the level of driver safety.
Our customer service values
Transurban Customer Ombudsman
- Put our customers first.
- Cultivate a customer driven culture which aims to make doing business with us easy.
- Listen and engage with customers to help us meet their needs and understand their concerns.
- Aim to align our products to the needs of our various customers.
Since 2004, CityLink customers dissatisfied with our formal customer complaint resolution process have been able to have their case reviewed by an independent customer ombudsman—a world first in the toll road sector.
In 2006, Transurban extended the ombudsman's role beyond CityLink, to cover any person travelling on our Australian roads.
The Transurban Customer Ombudsman has the power to make decisions on individual customer cases, and these decisions are binding. It is a free service that is fully funded by Transurban but located outside our corporate and operational premises in the interests of independence.
Customer complaints are initially reviewed internally by the Transurban Independent Customer Resolutions Group. Unresolved cases may then be taken to the Ombudsman for further investigation.
In FY07 Transurban's Independent Customer Resolutions Group received in the order of 6,900 enquiries, with 150 (or around 2 per cent) going to the Ombudsman. Of these, two were unable to be resolved by the Ombudsman after consultation with Transurban. A formal investigation that resulted in a determination on these two cases was made by the Ombudsman. For further details, visit the Transurban Customer Ombudsman website at www.transurbanombudsman.com.au
We are guided by:
our customer charters and privacy policies available on the privacy sections of our customer service websites. These can be viewed in the privacy sections of our retail websites at www.citylink.com.au
to view our FY07 and FY08 commitments.