Complaints

We take your feedback seriously. If you have a complaint, please get in touch so we can address your concern as soon as possible.

Step 1 – Lodge a complaint

If you have a complaint, please complete our complaints and feedback form.

You can also write to:

Linkt Customer Resolutions
Locked Bag 28
South Melbourne VIC 3205

Once your complaint is received, we'll send an acknowledgement within 2 business days confirming its receipt and giving you an approximate timeframe for your outcome. At this time, you’ll be provided with a unique case number for your complaint.

We may contact you prior to resolving your complaint for further Information.

The information you provide to us will be used to investigate your complaint and respond with an outcome. We may also use details of your complaint to assess and improve our services and may provide this information to the Tolling Customer Ombudsman. Information about how we collect, use and disclose your personal information, and your rights to access it, are set out in our Privacy Policy.

Step 2 – Contacting you with an outcome

After investigating and considering your comments, we will contact you with an outcome.

If you're not satisfied with the outcome, further opportunities for escalation will be provided.

Step 3 – Request a review by the TCO Tolling Customer Ombudsman

If you're not satisfied with our resolution to your complaint, the Ombudsman's office will investigate your complaint and work with you and Linkt to come up with a solution. The TCO Tolling Customer Ombudsman provides free and independent dispute resolution services to toll road customers. 

The Ombudsman cannot manage complaints that have not been first raised with our Customer Care Group and Customer Resolutions teams.

Additionally, the TCO Tolling Customer Ombudsman does not have jurisdiction over Government agencies that issue Infringement Notices.

Learn more about the TCO Tolling Customer Ombudsman

Need more help?

  • If you used a toll road with someone else's vehicle

    If you used a toll road with someone else's vehicle

    There are three ways to pay for past toll road travel, including: 

    The options depend on: 

    • Whether you have a Linkt account

    • What roads you travelled on

    • How long ago you travelled 

    Pay with your existing account 

    If you travelled with someone else’s vehicle and have a Linkt account, you can cover trips made up to 9 days ago on CityLink. You can't backdate travel on EastLink with a Linkt account. 

    You can cover future trips made on any toll road (including CityLink and EastLink) by opening an account

    Learn more about using your account interstate

    Temporarily add a vehicle to your existing account

    If your trip was made on CityLink and is within the last 9 days, you can temporarily add the vehicle to your account. Just backdate the start date so the day you drove on CityLink is included. (EastLink is not included.) 

    Transfer toll invoice to your existing account 

    If your trip was more than 9 days ago, the vehicle’s registered owner will receive a toll invoice. If you already have an account, you can transfer the toll invoice to your account. That way, you can use your existing payment method or Linkt account balance to pay for the invoice.

    Pay with a pass

    • Cover trips made up to 5 days ago on CityLink with any of our passes

    • Cover trips made up to 3 days ago on EastLink and CityLink with a Visitor’s Pass

    Pay for a toll invoice

    Learn more about how to pay for toll invoices, including paying online, in person or with the Linkt app. Just enter the toll invoice number, or vehicle's licence plate number and state of registration, and follow the payment prompts. 

    Cover future travel with an account or pass

    To cover future travel on any toll road, you can buy a pass, or open an account and add a temporary vehicle to your account

  • Lost or stolen tags

    Lost or stolen tags

    You can order a replacement for your lost or stolen tag online or on the Linkt app.

    If you have a Commerical Account, there is a different process to order replacement tags for a Commercial Account.

    How to report a stolen or lost tag

  • If you received a toll invoice but you weren’t driving

    If you received a toll invoice but you weren’t driving

    If you received a toll invoice and you didn’t travel on a toll road, it might be because:

    If your vehicle or licence plates were stolen, you can submit a toll invoice enquiry online. Make sure to attach a copy of the police report, and we'll be in touch if we need more information from you.

    If someone else was driving, you can transfer the invoice to that person. This is called a toll invoice nomination and can only be done twice per invoice.

    Transfer the whole invoice to someone else

    When you nominate another person for your toll invoice, the person you nominate will be sent a new invoice and become responsible for paying it. You'll need the full invoice number as well as the details of the person you want to transfer it to.

    1. Melbourne: nominate another driver in Melbourne
      Sydney: nominate another driver in Sydney
      Queensland: nominate another driver in Queensland

    2. Search for the invoice by toll invoice number and select 'Nominate another driver'
    3. Make sure the invoice details are correct and select 'Continue'
    4. Enter your details, select the reason for the transfer and select 'Individual' or 'Business'
    5. Select 'Continue'
    6. Enter the details of the person you're nominating and select 'Continue'
      (make sure to check the Terms and Conditions box)
    7. Confirm the details you've entered are correct and select 'Nominate now'
    8. Print or email the receipt of your intended transfer
      Please note, the other person will have to accept the transfer before it can be completed.

    Transfer part of the invoice to someone else

    If there are multiple trips on your toll invoice and you were driving for some of them but not all of them, you can nominate the driver of the trips that weren't yours by submitting a toll invoice nomination statement form. Alternatively, contact our customer care team and we can help.

    You’ll still need to pay the balance owing for the trips you made by the due date.

  • How to make a complaint

    How to make a complaint

    We take your feedback seriously. If you have a complaint, please get in touch so we can address your concern as soon as possible. There is no time limit on making a complaint. 

    Step 1 – Lodge a complaint

    If you have a complaint, please complete our email contact form.

    You can also write to:

    Linkt Customer Resolutions
    Locked Bag 28
    South Melbourne VIC 3205

    Once your complaint is received, we'll send an acknowledgement within 2 business days and give you an approximate timeframe for your outcome. At this time, you’ll be provided with a unique case number for your complaint.

    We may contact you prior to resolving your complaint for further information.

    The information you provide to us will be used to investigate your complaint and respond with an outcome. We may also use details of your complaint to assess and improve our services and may provide this information to the Tolling Customer Ombudsman. Information about how we collect, use and disclose your personal information, and your rights to access it, are set out in our Privacy Policy.

    Step 2 – We'll contact you with an outcome

    After investigating and considering your comments, we will contact you with an outcome.

    If you're not satisfied with the outcome, further opportunities for escalation will be provided.

    Step 3 – Request a review by the Tolling Customer Ombudsman

    If you're not satisfied with our resolution to your complaint, the Ombudsman's office will investigate your complaint and work with you and Linkt to come up with a solution. The Tolling Customer Ombudsman provides free and independent dispute resolution services to toll road customers. 

    The Ombudsman cannot manage complaints that have not been first raised with our Customer Care Group and Customer Resolutions teams.

    Additionally, the Tolling Customer Ombudsman does not have jurisdiction over government agencies that issue infringement notices.

    Learn more about the Tolling Customer Ombudsman

  • About the Tolling Customer Ombudsman

    About the Tolling Customer Ombudsman

    The 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 Linkt to investigate your complaint
    • propose a solution

    It is important you communicate with the official and authorised 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