At CityLink, we’re driven to provide you with a great experience whether you’re travelling on our road, managing your account online, or connecting with us over the phone. That’s why we work hard to ensure that we keep you moving and help you keep your account in order.

Our ongoing focus and commitment to customer service is supported throughout our business and particularly our call centre and on-road teams:

 

"The staff member was very easy to talk to and solved my problem quickly.”

 

“Lovely customer service that made my experience great.”

 

“No dramas; first time right.”

 

Your safety is our top priority and we’re committed to responding to hazards on CityLink as quickly and safely as possible.

 

300,000 + trips on CityLink every day

 

On average, we respond to hazards in 5 minutes 17 seconds, this includes clearing debris and responding to broken down vehicles.

Accessing accounts on the go

We’ve recognised that many of our customers prefer to log in on mobile devices, so we’ve released a mobile app and refreshed our website to make it easier for customers to manage their accounts on the go.

“Just transferred a late toll invoice on the @CityLinkMelb website….So easy! Great work you guys.”

 

Stepping up customer contacts

If we identify an issue on your account, we’ll do whatever we can to reach you whether by SMS, email, phone or post.

By ensuring your details are up to date, we can get in touch easily.

 

 

Yearly check-up

Every year we check in with you to see what’s changed to ensure your account’s up to date. If you’ve bought a car, moved house or changed your credit card, keep us in the know.

“Adding a new rego number and for an e-tag. The lady I dealt with was very polite and willing to help me with my inquiry. Always a pleasure dealing with CityLink.”

 

Preventing avoidable fees

The easiest and most affordable way to travel is to open an account. If you have travelled without an account, we have ways to help you save on toll invoice fees and accounts that can meet your travel needs.

 

Received a toll invoice?

Open an account and we’ll waive the toll invoice fee.

Existing account holder?

We’ll waive the toll invoice fee if this is your first time, as part of our First-Time Forgiveness program* designed to help you if you’ve inadvertently made a mistake with your account details or payment.

*Terms and conditions apply

 

 

Detecting low batteries

If we notice your e-TAG isn’t detected as you travel, your battery might be low. We’ll inform you, so you can take action to avoid No Tag in Vehicle fees.

 

More ways to pay

The vast majority of customers who travel on our road pay for their trip on time, and we provide multiple opportunities for the remaining travellers to settle unpaid tolls before they escalate. If they do escalate, we do whatever we can to contact you to prevent referrals to debt collection or infringement.

Pay online, over the phone or in person at one of more than 900 participating retailers in Victoria or 3,000 outlets nationally.

 

Financial Hardship Policy

For customers wanting to do the right thing but are going through a difficult time, we do everything we can to help you repay any unpaid tolls and get you back on track, as per our Financial Hardship Policy.

What our customers are saying about us


“I was enquiring about whether I should switch from a CityLink Access Account to an e-TAG and had several questions and was on the phone for quite a while.  The staff member answered every question knowledgeably and did not rush me.  He even gave extra tips and advice that I hadn't thought to ask. At the end of the call I was really impressed.”
 
“The CityLink staff member was very happy to help. It was a pleasure to experience such competency.”
 
“I am extremely impressed and grateful for your very prompt and efficient resolution of Mum's situation - within 24 hours, and with empathy.”
*Call centre statistics based on data from November 2016 to January 2017