Customers

Customer service is a cornerstone of our business. More than five million* customers use our roads globally.

In Victoria, we serve our customers through the CityLink brand and in New South Wales (NSW) through our Roam and Roam Express brands. In NSW and Victoria we also consider customers to be people who travel on our roads using non-Transurban brand accounts.

In the US state of Virginia where we operate Pocahontas 895, the customer tolling interface is managed by the Virginia Department of Transportation (VDOT) through the Smart Tag Customer Service Centre.

We take a 'customer-first' approach to managing our motorways to help ensure motorists experience convenient, efficient and seamless travel.

This approach ranges from the tolling and customer service technologies used on our roads, to the quality of our on-road communications and the level of driver safety.

Our customer service values

Cultivate a customer driven culture which aims to make doing business with us easy.
Listen and engage with customers to help us meet their needs and understand their concerns.
Aim to align our products to the needs of our various customers to ensure flexibility and choice.

We are guided by: our customer charters and privacy policies available on our customer service websites. These can be viewed in the privacy sections of www.citylink.com.au, www.roam.com.au and www.roamexpress.com.au

Click here to view our new commitments for FY09.

*These include both account and non-account customers. Account customers represent actual tag and video accounts held with Transurban entities. Non-account customers include an estimate for tag account customers with RTA, E-way and Cross City Motorway who use Transurban roads plus an estimated number of individual customers who use either cash, video passes, deferred toll notices in NSW or late toll invoices in Victoria.

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