Complaints

Roam takes your travel seriously. If you have a complaint, please get in touch with us as soon as possible.

Step 1 – Get in touch

If you have a complaint, please complete our complaints and feedback form or contact our customer care team.

If we can’t resolve it straight away, or the solution doesn’t meet your expectations, we’ll refer your case to the Roam Customer Care Group.

Many complaints are successfully managed by this stage, but if you disagree with the decision you can request a review from our Customer Resolutions team.

Step 2 – Request a review by Customer Resolutions

Our Customer Resolutions team specialise in finding fair solutions to your tolling complaints.

You can request a review with Customer Resolutions by either:

Roam Customer Relations
Locked Bag 5002
Parramatta NSW 2124

If the Customer Resolutions team is unable to resolve your complaint to your satisfaction, you can take your complaint to the TCO Tolling Customer Ombudsman.

Step 3 – Request an assessment by the TCO Tolling Customer Ombudsman

The TCO Tolling Customer Ombudsman provides free and independent dispute resolution services to tolling customers.

The TCO Tolling Customer Ombudsman will:

  • work with both you and Roam to investigate your complaint
  • propose a solution

The Ombudsman cannot manage complaints that:

  • have not been first raised with our Customer Care Group and Customer Resolutions teams
  • are related to infringement notices issued by the Authorities
  • arose before 1 August, 2006

Learn more about the TCO Tolling Customer Ombudsman

Our privacy policy and credit reporting policy explain how we collect, use and disclose personal information, including that we may disclose your personal information to third parties and our overseas service providers. Our privacy policy explains how to access or correct your personal information and how to make a privacy complaint.