Charter and Ombudsman
Promises to our Customers
CityLink Scorecard Targets
Latest Scorecard Results
Resolving Problems
The Ombudsman

Promises to our Customers

When you are on CityLink we promise

Safe Travel Safety on CityLink is our No. 1 priority. We will maintain and improve the Link to make sure it continues to deliver safe driving. If you have a car problem when travelling on CityLink, we will come to your assistance quickly.
Travel certainty CityLink is designed for traffic to flow freely, should there be any delays we will communicate them and you will be able to plan your travel.

In serving you we promise

Good customer service You can expect friendly and efficient service from CityLink. If there is a problem we will fix it, most of the time during the first contact. We will recognise any mistakes we make and ensure that any incorrect charges are rectified.
Easy access We will make it easy to buy a pass, make payments and ask questions at any time. There is a choice of places and ways to pay or talk to us throughout Victoria.
To listen and improve Whether you buy a pass or have an account, if your vehicle is registered with CityLink you can expect accurate tolling.
Clear, concise communication and information As a customer, you can expect clear and friendly communication that helps you understand your account, toll pricing and how to get the most out of using CityLink. For first time travellers, we will make sure information about CityLink is available throughout the tourism industry and that the Link is clearly signposted.
Swift problem resolution and independent review With our own Customer Resolutions Group and the Tolling Customer Ombudsman for independent review, you can expect any problems to be treated swiftly and fairly.

In being a responsible company we promise

To consult with the community and care for the environment You can expect us to work with the local community and councils to maximise the benefits of CityLink for motorists, industry and local residents. Equally, we will recognise the needs of the environment in our management of CityLink.
Respect for personal information We will respect and protect your personal information.
To listen and improve We will continue to seek feedback from our customers and the community, so that we can continue to improve our road and our services.