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CityLink scorecard targets - what we aim to deliver
The CityLink scorecard shows 7 key indicators that we will measure ourselves against.
We report on these indicators every 6 months. For the latest report refer to 'CityLink results'.
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Scorecard target |
| On the road |
Our incident response vehicles will respond to an incident in a traffic lane in less than 10 minutes (on average) |
| Customer service |
80% of consumer call centre calls will be answered within 20 seconds |
| 80% of all issues raised with the Customer Resolutions Group will be finalised within 7 days |
| 95% of customer calls will be resolved on the first contact |
| 99% of letters and emails will be responded to or acknowledged within 2 business days |
| 95% of new e-TAGs requested will be dispatched within 4 business days |
| The community and environment |
100% compliance with EPA Victoria environmental requirements |
In addition to the above targets, here are the ongoing commitments that deliver our promises to you...
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Promise |
Ongoing commitments
We will... |
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| 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. |
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| 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
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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. |
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| 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. | | 
