Using our toll roads

Electronic toll roads help you get where you need to go, more quickly and safely.

Our cities are growing fast and smart technology means traffic can more freely flow, without the need to stop at toll booths and barriers.

When State Governments invest in toll roads, they are looking for partners who share their commitment to providing safer, smarter and more sustainable ways to travel, while better connecting communities and ensuring they can thrive into the future. That’s what we do. From designing, building and upgrading the roads, to continually researching the latest new vehicle and safety technology to ensure you get the best experience.

Toll roads also allow governments to invest in other vital areas of community need such as health and education, with those who benefit most directly by using toll roads paying for each trip.   

All toll roads however operate under Concession Deeds issued by governments, designed to ensure the needs of the community are are continually met.  Ongoing operations are closely regulated and scrutinised, and toll prices are set and approved by government.

We would prefer it if you never got a fine, and anyone struggling to pay for their tolls reached out for help before problems got this far. You can contact Linkt Assist if you are ever going through a difficult time and it is placing pressure on your finances.

Fines are issued by State authorities only if all our efforts to contact you regarding your outstanding tolls have been unsuccessful, and we remain unaware of your situation.

Transurban does not issue the fines. We do not profit from this process, and rarely recover our costs once a matter has been referred to infringement.

As access to toll roads can’t be restricted like it can for other user pays services such as electricity and gas, an effective enforcement system is important to maintain the ongoing viability of toll roads, however the infringement system is our last and least preferred option.

Life doesn’t always go as planned – including your finances. If you're going through a tough time and are struggling to pay for your toll-road travel, we may be able to help.

Please get in touch as soon as possible – today is better than tomorrow. The sooner we know about your situation, the sooner we can work together on finding a solution.

For further information on how we can help, refer to our Linkt Assist information hub.

Community service clients

If you’re already working with a financial counsellor, community welfare agency, or a community or legal aid lawyer, you may prefer to ask them to contact us on your behalf. We can work with the information you have already provided them.

When to seek help

The sooner you get in touch, the better. When we know there’s a problem we can work with you to fix it – before your outstanding tolls or toll account becomes a bigger problem. So please contact us as soon as you’re aware of the problem.

What will happen when you contact us

If you’re going through a tough time, when you contact us, we’ll refer you to our dedicated Linkt Assist team. These trained specialists will do their best to understand the challenges you’re facing and to help with tailored solutions. You can also contact Linkt Assist directly – all contact numbers are listed below.

You might need to complete an Assistance Request form or answer some questions before we can resolve your issue. If you need help with this, your Linkt Assist adviser can get you started.

How to get help

Linkt Assist

Your financial difficulty specialists.

1300 767 865

If you would prefer to apply for help online, you can also complete our financial hardship registration form.

Linkt customer service

Your general enquiry or account management line.

13 33 31

7am–7pm, seven days a week

Outside Australia? Dial +61 3 8656 8288.

Interpreter service

13 14 50

TTY service

If you're deaf or you have a hearing or speech impediment, please use the National Relay Service.
 

We would rather no administration fees were charged and we’d love to help you avoid them, by ensuring you are always equipped with the best account, pass or payment arrangement, that enables you to get where you need to go, and you can comfortably pay for on time.

If that doesn’t happen, after three days of using our roads, we start trying to contact you.

Administration fees reflect the significant costs associated with collecting unpaid tolls, including specialist roadside equipment and technology, as well as the numerous systems, processes and back office functions involved.

We are continually investing in products and services to make it easier to pay tolls and to help customers avoid administration fees.

If you are unsure of which account, pass or payment arrangement is right for you, please call 13 33 31 or visit linkt.com.au.

We will make every effort to resolve your issue to your satisfaction. Our Customer Resolution and Linkt Assist teams are here for you and, for particularly complex cases, we may even seek the advice of our internal Customer and Communities Advocate.

However, if you are not happy with a decision, you can always take it to the Tolling Customer Ombudsman (TCO).

If you are not happy with a decision you can take it to the Tolling Customer Ombudsman (TCO).

The Ombudsman will:

• work with both you and Linkt to investigate your complaint
• propose a solution

Please note, the Ombudsman can’t manage complaints that:

• have not been first raised with our Customer Care Group and Customer Resolutions teams
• relate to infringement notices issued by the Authorities
• arose before 1 August, 2006.

The authorised TCO Tolling Customer Ombudsman can be contacted at tollingombudsman.com.au.