Complaints Handling Procedure
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 and we will do our best to resolve it for you.
How to lodge a complaint
You can lodge a complaint with us in the following ways:
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phone 1800 118 650
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fax (03) 9955 1401
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in person at the EastLink customer centre
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by mail to Breeze, PO Box 744, Ringwood VIC 3134
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If you lodge a complaint by phone, you will receive a confirmation receipt number immediately. Please retain this number for future reference.
If you lodge a complaint by fax or mail, we will acknowledge receipt of your complaint within two business days of receiving it.
If we are unable to resolve your concern at first contact, a team leader will be assigned to resolve your complaint. If the Team Leader is unable to reach an agreement with you they will refer the matter to the Customer Relations team to resolve the complaint.
In keeping with our aim to provide the best customer service possible, we aim at resolving all issues as soon as possible, and ensuring you are informed throughout the resolution process.
Viewing the progress of your complaint
If you have an account with us, you can view the progress of your complaint by logging into your account.
Tolling Customer Ombudsman
If you are unhappy with the outcome of a complaint, the Tolling Customer Ombudsman may review the complaint.
The Tolling Customer Ombudsman may be contacted:
online
by phone on 1800 145 009
by fax to (03) 9853 7782
by letter to PO Box 7095, Hawthorn North, Vic 3122
More information about the Tolling Customer Ombudsman:
Tolling Customer Ombudsman Brochure (2.3 Mb)
To assist the Tolling Customer Ombudsman to make an informed decision, it is advisable, but not compulsory, to provide the ombudsman with access to the details of your enquiry or complaint. To provide access you need to complete the following information consent form and submit to the ombudsman with your statement of enquiry or complaint:
Tolling Customer Ombudsman Information Release Form (101.6 Kb)
Please note that the Tolling Customer Ombudsman will refer complaints back to the relevant tolling operator if the complaint has not been managed through the operator's complaints process and reasonable attempts made at resolution.
The 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 occured on EastLink. For information about infringement penalty notices issued in Victoria please contact Civic Compliance Victoria, by phone on (03) 9200 8111 or by mail to Level 1, 277 William Street, Melbourne, VIC 3000.