Resolving problems
Your first contact
In most cases we will be able to solve your concern the first time we speak to you. You can call us on 13 26 29, email us at assist@citylink.com.au or visit one of our customer centres.
The second level review
If your first contact with us didn't resolve the problem to your satisfaction, you can have it reviewed by the CityLink Customer Resolutions group. As a specialist group within the company, they are charged with finding solutions to any problem you may face.
You can contact Customer Resolutions by email (resolve@citylink.com.au) or in writing (Locked Bag 28, South Melbourne VIC 3205).
An independent assessment by the Tolling Customer Ombudsman
If we still haven't resolved your concern to your satisfaction you can raise the problem with the Tolling Customer Ombudsman.
CityLink Infringement Notice Disputes
If you drive a vehicle on CityLink and you have not registered your vehicle for travel, you may receive an infringement notice from Victoria Police.
Following changes to the Infringements Act 2006, CityLink is unable to respond to Infringement Notices disputes directly. Should you wish to dispute the issue of the infringement notice you must submit a written application for an Internal Review direct to Civic Compliance Victoria, PO Box 1916, Melbourne, Vic, 3001. You may contact CCV on (03) 9200 8111 with any queries. These details can also be found on your Infringement Notice.
To assist you in your written application, CityLink is happy to provide you with any account information you require. For account or CityLink Pass information, please contact our Call Centre on 13 26 29 or via email at assist@citylink.com.au.