Transurban FY26 Corporate Report Stakeholders
Customers
11.8m ~515k 100% customers: 7.4M Australia, 4.5M North America 1 average hours saved by customers every workday 2 of our roads rated three stars or higher by iRAP 3
We connect people with the places they want to go as quickly and safely as possible, giving them back valuable time they would otherwise spend in traffic.
From planning a trip to driving on our roads and managing accounts online, we remain focused on making our customer experience simple and seamless. With cost-of-living front of mind this year, we worked on building even more value for our customers off the road through our Linkt Rewards program in Australia. Collaborating with our six national partners, including 7 Eleven, Europcar and Trip.com, our more than 2 million Linkt Rewards members have had access to $21.6 million in savings and competition winnings since the program began in FY19. 4 As part of Linkt Rewards, this year we offered a discount of six cents per litre on fuel through 7-Eleven Australia. Between March and June, more than 76,000 customers redeemed this offer for the first time, delivering more than $1.25 million in collective savings. Building on this, we launched an additional 'Fuel Up Your Savings' 26 cents per litre discount, allowing eligible customers to save up to $31.20 on a single tank of fuel. 4,5 To support motorists on the go, we continued our national radio partnership broadcasting real-time traffic reports. Figure 18 – Average daily traffic and travel-time savings by region Average daily traffic (# vehicles) 6 Average workday travel time savings
online portal that connects vulnerable individuals to multiple support services, facilitating 1,384 referrals in FY26. Customer sentiment and feedback We evaluate customer feedback to improve our services and platforms via our Voice of the Customer program. In FY26, our weighted interactional net promoter score (NPS) was 13 (up from 12 in FY25). We aim to get our billing right every time, but if we make a mistake we take responsibility and try to fix it quickly. 8 In FY26, we identified and corrected billing errors including a licence plate matching issue between the ACT and New South Wales (NSW) impacting around 5,000 customers, and a vehicle classification issue in Victoria. In both cases, we refunded or credited affected customers to cover the overcharged amounts and address the inconvenience. Some remediation for Victorian customers is still in progress. To prevent this from happening again, we are upgrading our vehicle classification and billing systems and processes to improve accuracy and provide a better, more reliable experience for customers in the future. As we undertake these changes, there remains a risk that errors or operational failures like these could impact our customers. For more information about how we seek to manage this and other risks, see page 80. With Macquarie University, we developed an AI tool to expedite the analysis and reporting of scam SMS messages targeting toll road users. This tool significantly reduces the time it takes to process customer reports and have scam messages shut down. We also joined the Australian Communications and Media Authority’s new SMS Sender ID register to provide Linkt customers with additional protection against SMS scams. For more customer data, see our FY26 Sustainability Supplementary Data Pack.
Sydney
1,048,000
288,000
Melbourne
873,000 483,000 176,000
93,000
Brisbane
104,000
North America
30,200
We continue to help customers experiencing financial or social hardship via our Linkt Assist program which assisted 18,942 customers in FY26 by providing flexible payment options, fee waivers, toll credits and essential services referrals. We also partner with One-Stop-One-Story Hub, an
1 Figure included total number of accounts in Australia and individual users in North America (see FY26 Sustainability Supplementary Data Pack). In June 2026, Transurban sold its remaining 50% interest in the A25 concession 2 Compared to the toll-free alternative route (see FY26 Sustainability Basis of Preparation) 3 All our Australian and US assets are rated three stars or higher (out of five) by iRAP 4 Total value of partner discounts redeemed and competition winnings. 5 To access this limited-time offer, Linkt customers need to complete 10 or more trips on any Australian toll road between 15 June and 15 July 2026 6 Citylink and West Gate Tunnel traffic reported as average daily transactions 7 Travel time savings are calculated using TomTom travel times observed on a tolled route and the corresponding alternative route based on best estimated available alternative route that avoids tolls and favours main roads. The savings are calculated by comparing the difference in time between the routes for each hour and direction and are then weighted based on the volume of tolled traffic. Additionally an adjustment to account for the average trip observed on the various assets is incorporated 8 Weighted Interactional NPS measures how customer satisfaction after a specific interaction (e.g. call or a purchase) providing more weight frequent customers’ responses
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