Bell tolls for poor customer service

Using toll roads will become a better experience for drivers as operators work to improve signage and adopt a consistent approach to fees and charges.

Assistant Minister for Public Transport Steve Minnikin said an investigation was conducted following more than 60 complaints in six months about the current tolling arrangements in Queensland.

“To reduce confusion, enhance consistency and improve how the operators interact with their customers we developed the Toll Road Customer Service Improvement Plan,” Mr Minnikin said.

“We are committed to revitalising frontline services for Queenslanders and this action plan delivers on that election promise for toll road users.

“In south east Queensland there are more than 400,000 tolling transactions per day and as part of our plan we will work with industry to adopt a consistent approach to administration fees and charges.

“The majority of complaints received focused on the lack of signage which meant people were confused about how much to pay and where to pay.

“The operators agreed to adopt better signage as well as launch a new website, providing one-stop information to help plan their journey and how much they have to pay.

“As part of the plan, we worked with operators to develop a Customer Service Charter which formalises a commitment from toll road operators to high standards of customer service.”

To ensure toll road operators meet their commitments to their customers, the Government and Brisbane City Council will monitor toll road operators’ performance against key indicators which will reflect timeliness and accuracy of charging, complaints resolution and customer service responses.

Mr Minnikin said the charter also formally committed the operators to providing:

• safe travelling conditions
• friendly and efficient customer service that is consistent across all toll road operators,
• easy access to information about toll roads and toll payments,
• efficient tolling systems, and
• respect for the wider community and environment

The charter is available at www.queenslandtollroads.com.au.

The Toll Road Customer Service Improvement Plan is available at www.tmr.qld.gov.au/tollingreview

[ENDS] 20 December 2013

Media contact:           Stephanie Shield 0418 186 625