New Government Agency Introduced To Advance Toll Reform

The NSW government has established a new state agency in an attempt to create a fairer toll road network, progress toll reform, and advocate for motorists.

In operation from today, NSW Motorways will establish a customer advocate responsible for making the system more motorist-orientated in areas including complaints and administration around toll notices. 

The new, publicly owned entity will take ownership of the Sydney Harbour Bridge and Tunnel, as well as the Western Harbour Tunnel and M6 when they open in 2028.

An Independent Tolling Ombudsman will also be created separately, expected to start early next year. 

Both initiatives were part of the recommendations made following the Independent Toll Review from Professor Allan Fels and Dr David Cousins, tabled last year. The legislation to form NSW Motorways passed late last year, alongside an oversight role for the state’s pricing watchdog to track prices and reforms. 

The creation of NSW Motorways comes in the final months of negotiations between the government and Transurban, the body that controls 11 of the city’s 13 toll roads, the outcome of which will decide what changes are made to Sydney’s tolling arrangements.

Transport minister: “putting motorists first”

Almost $100 million from the state’s toll relief scheme remains unclaimed by motorists for the 2024-25 financial year, which the government will channel back into toll reform.

Transport for NSW Deputy Secretary Camilla Drover, who currently leads infrastructure projects and engineering, has been appointed acting chief executive of NSW Motorways, and will lead its establishment before a permanent CEO is appointed later this year.

NSW Motorways will be fully operational by the end of 2025, with 53 staff redeployed to the new agency from Treasury and Transport for NSW, and four new roles created.

Within the creation of the new state agency, work has already started to roll the retail business E-Toll into NSW Motorways’ functions, as well as take on Transport for NSW’s toll notice functions.

Minister for Transport John Graham said the scheme would restore fairness to the toll system.

“This is another step in putting motorists first after many years in which they were victim of Liberal Party ‘toll mania’,” he said.

“NSW Motorways will create a Customer Advocate whose responsibility to ensure the voices of motorists are heard and to identify systemic issues to act upon. The new entity will take over E-Toll as part of the same motorist-first ethos.”