Transurban FY18 Sustainability Report

FY18 Sustainability Report Transurban 11

Customer and community

Making tolling processes simpler

Tolling legislation varies in each region and we work with governments to improve and simplify customer options. Following changes in New South Wales in FY17 when Linkt was first launched, this year we simplified payments and notifications in Queensland and Victoria. Demand notice aggregation process Transurban Queensland launched a joint initiative with the Queensland Government and Brisbane City Council to aggregate demand notices and the amount of fees that can rapidly increase for some motorists. Historically, Queensland legislation required a demand notice to be issued for each unpaid toll. The introduction of Demand Notice Aggregation (where one demand notice is issued for up to three days of consecutive travel) in the last financial year will result in an estimated 1.7 million fewer demand notices being issued to customers and a reduction of up to $36.5 million per year in fees. Changing toll enforcement processes In 2018 we worked with the Victorian State Government to change tolling enforcement processes to make it easier for people having difficulty paying their tolls to get help and avoid being fined. When tolls remain unpaid, we follow the processes agreed by the relevant regional authorities. This action may eventually lead to enforcement processes (such as infringement notices) managed by those authorities.

Our goal is to resolve all unpaid toll issues before they escalate to enforcement. In Victoria, as part of the proposed West Gate Tunnel Project legislation, we are advocating positive changes, including: • doubling the amount of time we have to identify and contact customers who have unpaid tolls • ensuring only one infringement is issued over a seven day period per license plate number • not referring unpaid tolls to infringement if a person has submitted a valid hardship application • asking the state enforcement agency to discontinue or suspend infringement or court proceedings if a person applies and is eligible for hardship. These changes will enable us to better help people with toll payment difficulties and avoid further issues.

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