Transurban Hardship Policy

Last updated 6 February 2019

Introduction

We are committed to assisting customers who want, but are unable, to pay their toll debt because of circumstances beyond their control ("hardship").

We recognise that many social or financial factors such as illness, disability, unemployment, drug or alcohol dependence, family violence or related factors can cause hardship. In particular, we recognise that family violence can be especially complex because of the circumstances and the possible risks to a person’s safety.

This policy sets out how we identify and assist people who are experiencing social and financial hardship. Our goal is to provide the highest level of service and to treat people individually, sensitively and with respect.

Who this hardship policy is for

This policy applies to people in Australia who use our roads, whether or not they have a customer account with us ("customers"). This policy does not apply to commercial or business customers.

Identifying hardship

The first step is for a customer to tell us their situation. We encourage customers to contact us and let us know if they are experiencing difficulty paying their tolls. We understand some people may be uncomfortable talking about their situation but we will listen without judgement.

What we can do

Our dedicated team of Linkt Assist specialists will assess each customer situation on a case-by-case basis and work with customers to provide assistance tailored to their circumstances.

If a customer is a client of a registered financial counsellor, community or legal aid lawyer, or community welfare practitioner, we will accept their professional assessment and work with any information they give us.

We will work with eligible customers to help match their use of our roads with what they can afford to pay. We know that mobility is essential, and restrictions on mobility when experiencing hardship may only make things worse.

Examples of the help we can give include:

  • giving more time to pay
  • establishing a regular payment plan
  • giving a payment free period
  • writing off some or all of the debt owed to us
  • advocating for the recall of a toll infringement
  • other agreed arrangements.

How to apply for help

Customers wanting help can contact us by telephone on 1300 767 865 or write to us at linktassist@transurban.com. They can also contact us online at www.linkt.com.au/assist. Customers will need to allow us to record, use and if necessary share their personal information to assess their situation. We may also ask for supporting documents such as statements of current income, expenses, assets and liabilities.

Financial Counselling can help

Financial counsellors can help people manage their finances more effectively and, if authorised to do so, can represent a customer in discussions with us. Where we can, we will refer customers to accredited financial counselling agencies who offer their help at no cost to the customer.

Privacy

We will treat any personal information provided as part of a hardship application in accordance with privacy legislation as well as the Transurban Privacy Policy. On a case-by-case basis and depending on your circumstances, we may need to provide personal information to an external party. If we need to, we will ask for your consent to do this.

If a customer has any concerns about how we will use, disclose or secure their personal information, or to understand how to access their personal information held by us, please call us or refer to Transurban's Privacy Policy.

Further information

For further information about this Hardship Policy please email at linktassist@transurban.com or visit www.linkt.com.au/assist.