Fairer, simpler and accessible toll roads

• Improve transparency, accountability and customer understanding of toll pricing, contracts and relief arrangements.
• Increase access to toll relief and support services to reduce transport disadvantage and improve network accessibility.
• Encourage safer and more efficient network use by incentivising freight to use the motorway network over local roads.

Stronger advocacy for motorists

• Provide access to independent oversight through a dedicated Industry Tollway Ombudsman to ensure consistent and fair complaint handling across toll providers.
• Deliver timely, responsive and customer-focused support, including priority assistance for escalated and hardship cases.
• Use customer engagement, feedback and data insights to improve service outcomes and build trust in the tolling system.

Improved retail experience

• Deliver consistent, clear and timely communications to help customers understand toll charges and obligations and avoid unnecessary enforcement.
• Shift to early, digital-first engagement to support prompt customer action and reduce toll notices.
• Improve access to hardship support through aligned policies and timely resolution across toll operators.

Strategic asset management for reliability and performance

• Improve motorway reliability and travel times through proactive asset management and faster incident detection and response.
• Deliver more consistent planned and unplanned lane closure practices across the tolled motorway network.
• Strengthen performance based decision making through reliable data, financial systems and reporting.