News : CityLink Apologises for Call Centre Problems, Blames Spike in Demand
Melbourne, Australia, Aug 17, 2015 -- Transurban, operators of the CityLink tollroad, has apologised to its customers for long wait times when ringing their call centre.
Motorist Paul Stafford told 774 ABC Melbourne earlier this month that CityLink's call centre had failed to resolve his complaint over a number of months, calling the experience "a fairly traumatic affair".
Mr Stafford's story prompted many complaints from listeners about CityLink's customer service, some claiming to have been fined because they were unable to get through to the call centre to pay their toll.
Transurban's Victorian head of public affairs, Tim Salathiel, apologised to customers for recent delays in answering calls and promised that no users would be out-of-pocket.
He said demand for the company's call centres "saw a spike a few weeks ago".
"In response to that, we've certainly increased the number of people working at the call centre, both here and our other call centres, to try to deal with that demand," he told 774 ABC Melbourne's Jon Faine.
"There is no doubt that we're sorry if anyone has had any inconvenience interacting with us while we were having that spike."
Mr Salathiel said CityLink believed it had resolved the problem of long wait times to its call centres.
He said complaints from customers about incorrect or unfair fines would be dealt with on a case-by-case basis.
"If there are issues at our end, the commitment I can give you is that no-one would be out-of-pocket," he said.
Mr Salathiel said if customers did not want to call CityLink they could email instead, and said the company had opened 1,000 new "retail centres" this year at newsagents, petrol stations and convenience stores.
"What we're trying to do is make sure that there are more ways that people can interact with us and that, certainly, is what we've been working to deliver," he said.
"If people don't want to deal with us over the phone there are other options."
Mr Salathiel rejected assertions that CityLink's use of offshore call centres was to blame for the delays.
He said the company had customer service staff in Melbourne, Sydney and Brisbane as well as overseas.
Melbourne Lord Mayor Robert Doyle recently said if customers cancelled their CityLink accounts it would be "the best market signal you can give".
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Complaint Management
CityLink is a network of tolled urban freeways in Melbourne, Australia, linking the West Gate, Tullamarine and Monash freeways and incorporating Bolte Bridge, Burnley Tunnel and other works.
Transurban manages and develops urban toll road networks in Australia and North America. It is a Top 25 company on the Australian Securities Exchange and has been in business since 1996.
Published: Wednesday, August 19, 2015