Resolving problems step-by-step
First step: Contact the Roam Express Customer Care Group
In most cases we will be able to solve your concern the first time we speak to you. You can call us on 13 7626 or email us at help@Roamexpress.com.au Issues that are not resolved in the first telephone call are referred to the Roam Express Customer Care Group for further investigation and resolution.
Second step: A review by Customer Resolutions
If your initial contact with us didn't resolve the problem, it can be considered by Customer Resolutions. As a specialist group within the company, they are responsible for finding fair solutions to any problem you may face.You can contact Customer Resolutions by email (resolve@transurban.com.au ) or in writing (Locked Bag 5002, Parramatta NSW 2124).
Third step: An independent assessment by the Customer Ombudsman
If we still haven't resolved your concern to your satisfaction you can raise the problem with the Customer Ombudsman. If the Ombudsman makes a formal decision to resolve your problem we will abide by that decision.
