Contact Us

Mailing address

Connector Motorways

PO Box 4050
Lane Cove West NSW 1595

 

Customer service

Connector Motorways

For customer service relating to:

  • payment of tolls
  • payment of infringement notices
  • traffic or safety issues
  • general enquiries about the Lane Cove Tunnel and Military Road E-Ramps

Please submit a query, provide feedback or make a complaint online by completing our online Contact Form or call 1300 865 576.

Please Click Here to access the Contact Form.

RTA

For general enquiries or complaints about:

  • Gore Hill Freeway
  • Epping Road
  • bus lanes
  • bike paths

please contact the RTA at its website

Media enquiries

For all media enquiries, please contact: Trent Mumford  at Parker & Partners +612 8281 3278

Roam Express

To purchase a tag or pass, please contact Roam Express at help@roamexpress.com.au

Safety queries

If you become aware of a situation that you believe affects safety, it is important that you tell us.

For safety issues that are immediate and require urgent attention, call 133 111 and follow the prompts for ‘emergency’.

Online enquiry form

If you wish to submit a query or provide feedback online, please fill out the Contact Form by Clicking Here

Tips for making a complaint

Before making a complaint, the following steps can help you to be clear about the issue and the outcome you are seeking.

Deal with the problem immediately. If you identify a problem, your best option is usually to bring it to our attention quickly and give us a chance to resolve it.
If necessary, a customer service representative may pass your issue on to a manager, or some other employee who has the authority to deal with your problem immediately.

Understand why you are complaining. Before you email or call us, it is helpful to gather a few basic things about your circumstance to help us respond efficiently:

  • Why you are complaining?
  • What situation caused you to complain and what people/organisation(s) played a role in that situation?
  • What remedies are you seeking?
  • What is a reasonable outcome?

While these answers may seem obvious to you, being very specific gives you the best chance of a smooth process and satisfying outcome.

Write down the facts. Writing down the facts will help clarify two issues:

  • What is your complaint?
  • What do you want Connector Motorways to do?
  • Relevant facts include:
  • which motorway you were on
  • in which direction you were travelling
  • the approximate date and time
  • your vehicle type
  • your number plate
  • your tag or pass identification number and the name of the tag or pass issuer.

If the incident involved a service provided by us, you may also record:

  • the name of the service officer
  • the time and date of the contact
  • where/how the contact occurred.

It is important to stick to the factual, relevant and verifiable information associated with your complaint. 

File the complaint.

If immediate relief is not possible, a formal complaint may take several working days, or longer, to resolve. Be sure to keep track of any documentation and notes you have made.

The following guidelines will also help us assist you more effectively:

  • If you send either a letter or an email, make sure that you provide all available options for contacting you (phone number, fax number, email address, physical mailing address)
  • Limit your initial message to maximum one page (roughly 250 words)
  • Focus on the facts, and provide specific information like dates and names
  • Include all relevant information listed above
  • Be specific about the outcome that you want
  • Keep your letter objective in tone
  • If necessary, include copies of documents to back up your claim
  • Be reasonable in any demand that you may make.

Your written communication will help us to determine what caused your problem, and may help to prevent the same problems from happening to others.