The EastLink Customer Advocate

You can contact the Customer Advocate if:

• you have already made a complaint to EastLink

• you are not satisfied with the outcome of that complaint

The Customer Advocate:

• reviews your complaint again

• checks if the outcome was fair

• may investigate the issue

• can make a final decision

EastLink must follow the Customer Advocate’s decision.

The Customer Advocate:

• works separately from normal EastLink operations

• reports directly to the Managing Director

• provides an independent review

You must first try to resolve your complaint:

• contact EastLink’s Customer Service team

• you can also email the team EastLinkAdmin@connecteast.com.au

If you are not satisfied with the outcome of a complaint, you can contact:

Email: EastLinkCustomerAdvocate@connecteast.com.au

Mail: EastLink Customer Advocate, PO Box 804, Ringwood VIC 3134

Please include:

• your complaint reference number

• your full name

• your contact details (phone or email)

• your account number, invoice number, or vehicle licence plate number

• a short description of the problem

• what happened after you contacted EastLink

• why you are not satisfied

• what outcome you want

However, the EastLink Customer Advocate cannot help with fines issued by Victoria Police.

For fines, you must:

• follow the instructions on the notice

• contact Fines Victoria on (03) 9200 8111

• or by mail to Fines Victoria, GPO Box 1916, Melbourne VIC 3001

The EastLink Customer Advocate publishes quarterly reports.