Charter and Ombudsman: Promises; Targets; Results; Resolving problems; The Ombudsman; Scorecard Targets 2010 Results; Scorecard Targets 2009 Results; Scorecard Targets 2008 Results; Scorecard Targets 2007 Results; Scorecard Targets 2006 Results; Scorecard Targets 2005 Results; Scorecard Targets 2004 Results

CityLink Scorecard Targets 2009 Results

	Results	Target Met
On the road
Our incident response vehicles will respond to an incident in a traffic lane less than 10 minutes (on average), and less than 40 minutes for a breakdown in an emergency lane.	Average response time for incident in a traffic lane 4 min 37 sec. Average response time for incident in an emergency lane 7 min 25 sec.	Yes
Customer service
70% of customer calls will be answered within 30 seconds	72.64%	Yes
95% of all consumer calls will be resolved on first contact	97.69%	Yes
99% of formal complaints will be responded to within 7 days	99.38%	Yes
95% of formal complaints will be resolved within 30 days	99.39%	Yes
The community and environment
100% compliance with EPA Victoria waste discharge licence for CityLink tunnels	100%	Yes