Transurban Corporate Report FY25 Stakeholders
Continuous improvement
Supporting people in financial hardship
In FY25, we continued to use our customer channels to raise awareness and to help educate customers in Australia and North America about how to spot, report and avoid scams. Thanks to these efforts, we worked with Australian telecommunications providers to block more than 1,203 unique mobile numbers and 118 fraudulent URLs in FY25. We also stepped up our cyber safety measures this year, developing a generative AI-enhanced fraud detection solution, designed to proactively identify fraudulent retail customer accounts in Australia. Known as FRANK (Fraud Risk Analysis Network Kit), the solution uses sophisticated machine learning techniques to analyse account features and make connections with known fraudulent accounts. This approach is more dynamic than existing fraud reporting, widening the net and enabling earlier detection. In addition, the model can explain why an account is flagged, helping our Fraud team make quicker and more informed decisions. With a 99% accuracy rate in detecting fraud, FRANK not only boosts operational efficiency but also keeps Transurban ahead of fraudsters. By reducing fraudulent activities, FRANK enhances customer trust, improves overall experience, and promotes a safer transaction environment through early fraud detection.
Our Linkt Assist service continues to support customers facing financial or social hardship, and in FY25 the program supported over 19,000 customers. Customers accessing Linkt Assist may receive support such as payment plans, fee and debt waivers and toll credits. This year, representatives from our Customer team also attended ‘Bring Your Bills’ days in Melbourne and Brisbane, to connect with people who needed extra support managing their Linkt account and paying tolls. This is a community event providing local residents with assistance in managing their finances, specifically focused on utilities, bills, and financial literacy. Transurban representatives also attended the Financial Counselling Australia conference in May 2025 to hear about key issues impacting people experiencing vulnerability in Australia. These events help us understand the needs of our customers and the community, and help us improve how we support customers experiencing hardship Keeping customers safe online SMS scammers continue to target Australians with fake toll road payment messages, impersonating Linkt, Transurban and other road operators.
From online upgrades to transparency tools, we continue to invest in technology and initiatives that improve the end-to-end customer experience. +12 Net promoter score (NPS) 4.42 out of 5 call centre satisfaction rating Digital experience Our Voice of Customer program engages Linkt customers at key points in their journey, asking for feedback about their experience. The program provides us with regular and unbiased insights into our customers’ experiences and expectations of our services, products and processes. Acting on this feedback, this year we continued to deliver enhancements focused on making the digital experience easier for customers. In FY25, we introduced our newest customer service team member, ‘Lex’ – a Generative AI chatbot and messaging platform. Lex helps customers within the Linkt app and website through natural conversations. Since launching, it has handled nearly 420,000 chats, resolving 56% without agent support. In FY25, we also invested in upgrades to our customer and billing systems in NSW and Queensland. The upgrade means enhanced security, reliability, and scalability to deliver greater value and service to our customers when they contact us about their account.
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