Targets

CityLink scorecard targets - what we aim to deliver

The CityLink scorecard shows 6 key indicators that we will measure ourselves against.
We report on these indicators every 6 months.  For the latest report refer to 'Results'.

	Scorecard target
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.
Customer service	70% of customer calls will be answered within 30 seconds.
	95% of all consumer calls will be resolved on first contact.
	99% of formal complaints will be responded to within 7 days.
	95% of formal complaints will be resolved within 30 days.
The community and environment	100% compliance with EPA Victoria waste discharge licence for CityLink tunnels.

In addition to the above targets, here are the ongoing commitments that deliver our promises to you...

	Promise	Ongoing commitments We will...
On the road	Safe travel	Monitor CityLink continuously 24 hours a day, seven days a week, and respond to drivers in need. Conduct safety and equipment checks plus regular maintenance across the Link - with a minimum of 6 dedicated tunnel closures throughout the year for safety audits.
	Travel certainty	Monitor travel times on CityLink and annually commission and publish an independent survey comparing CityLink with the main alternative routes. Communicate traffic delays on CityLink through roadside travel signs and when appropriate through media outlets.
Customer service	Good customer service	Deliver good service
	Easy access	Sell CityLink passes, open accounts and accept account payments over the phone or via the web 24 hours a day, seven days a week. Sell CityLink passes and accept account top ups at over 1000 outlets across Victoria.
	Accurate tolling	Accurately read correctly fitted and functioning e-TAGs and charge the correct tolls to the correct account. Check your account regularly and advise if there is a better product or option for you.
	Clear, concise communication and information	Keep customers informed with easy to read account opening information and ongoing statement updates. Advertise CityLink prices quarterly and make pricing and product information available at over 800 outlets across Victoria.
	Swift problem resolution	Offer three levels for complaint resolution – first our front line staff, then our customer resolution group and finally an independent ombudsman. Comply with the Tolling Customer Ombudsman's determinations on individual complaints.
The community and environment	To consult with the community and care for the environment	Consult with local community on any proposed works where there is a likely community impact and identify ways to maximise the benefits of CityLink for everyone. In all cases operate according to EPA Victoria environmental requirements, and where possible perform better than the required standard.
	Respect for personal information	Adhere to the CityLink privacy code, train every staff member in privacy protection and conduct an annual information and security audit.
	To listen and improve	Respond to all feedback received from our customers and the community.