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 2008 Results

	Results	Target Met
On the road
Our incident response vehicles will respond to an incident in a traffic lane in less than 10 minutes (on average).	Average response time for incident in a traffic lane 4 min 42 sec. Average response time for incident in an emergency lane 7 min 49 sec.	Yes
Customer service
80% of consumer call centre calls will be answered within 20 seconds	78.84%	No
80% of all issues raised with the Customer Resolutions Group will be finalised within 7 days	95.48%	Yes
95% of customer calls will be resolved on the first contact	96.96%	Yes
99% of letters and emails will be responded to or acknowledged within 2 business days	99.99%	Yes
95% of new e-TAGs requested will be dispatched within 4 business days	99.45%	Yes
The community and environment
100% compliance with EPA Victoria waste discharge licence for CityLink tunnels	100%	Yes