Complaints

We take your travel seriously. If you have a complaint, please get in touch so we can address your concern as soon as possible. There's no time limit for making a complaint to CityLink, but it's best to get in touch as soon as you can.

1. Lodge a complaint

Please complete our complaints and feedback form and we'll be in touch shortly.

You can also contact us by email: resolve@transurban.com or by writing us a letter. Letters may be posted to:

Customer Resolutions
CityLink Melbourne Limited
Locked Bag 28
South Melbourne VIC 3205

We find most complaints are quickly and easily resolved, but if you're unhappy with the outcome you can lodge your complaint with the TCO Tolling Customer Ombudsman.

2. TCO Tolling Customer Ombudsman

The TCO Tolling Customer Ombudsman provides free and independent dispute resolution services to toll road customers. The Ombudsman's office will investigate your complaint and work with you and CityLink to come up with a solution.

It is important you communicate with the official and authorised TCO Tolling Customer Ombudsman at www.tollingombudsman.com.au. We are aware of another organisation claiming to be the Tolling Customer Ombudsman and this organisation has no authority to investigate or make any decisions in relation to tolling complaints.

Need more help?

  • How do I make a complaint?

    How do I make a complaint?

    If you have feedback or a complaint about CityLink, we want to know.

    Please contact us using our complaints and feedback form. That way we can review what went wrong and work towards putting things right straight away. One of our support staff will be in contact with you as soon as possible. 

    You can also call us on 13 26 29.

  • What can the TCO Tolling Customer Ombudsman help me with?

    What can the TCO Tolling Customer Ombudsman help me with?

    The TCO Tolling Customer Ombudsman can help if you have a complaint that we have been unable to resolve to your satisfaction. 

    The Ombudsman will:

    • work with both you and CityLink to investigate your complaint
    • propose a solution

    It is important you communicate with the official and authorised TCO Tolling Customer Ombudsman at www.tollingombudsman.com.au. We are aware of another organisation claiming to be the Tolling Customer Ombudsman and this organisation has no authority to investigate or make any decisions in relation to tolling complaints.

    The Ombudsman cannot manage complaints that:

    • have not been first raised with our Customer Care Group and Customer Resolutions teams
    • relate to infringement notices issued by the Authorities
    • arose before 1 August, 2006
  • Is there any time limit to make a complaint?

    Is there any time limit to make a complaint?

    No, there is no time limit for making a complaint, but get in touch as soon as possible using our complaints and feedback form so we can help resolve your concerns quickly.

    If you'd like to find out more about lodging a complaint, please call us on 13 76 26.