Customer Advocate
The Customer Advocate champions the voice of motorists using NSW Motorways.
About the Customer Advocate
What the Customer Advocate does
The Customer Advocate acts on behalf of motorists.
- Improving decisions that affect motorists
Reviewing how decisions are made and recommending changes. Their goal is ensuring fairer and better outcomes for motorists. - Making toll roads easier to use
Advocating for clearer communication, simpler processes and more customer-friendly policies. - Lifting industry standards
Working with the NSW Tollway Ombudsman and interstate partners to improve tolling practices across Australia. - Keeping motorists informed
Improving understanding of how toll roads work, so motorists can make more informed choices. - Driving real improvements
Using feedback from motorists to influence reforms. This can deliver practical changes that improve motorists' travel experience.
Why this benefits motorists
The Customer Advocate works independently, putting motorists’ needs first. Motorists' concerns and feedback shape how toll roads are designed, managed and improved.
Who is the Customer Advocate?
Pauline Gatomé was appointed to the role in January 2026. She's focused on making toll road travel simpler and fairer for motorists.
Pauline ensures feedback from drivers leads to real changes by connecting motorists with decision‑makers. This results in clearer information, better policies and smoother journeys. Her role helps ensure motorists' voices lead to tangible improvements across the network.
You can provide feedback on toll roads by emailing the Customer Advocate.
Transport for NSW Pauline Gatomé - NSW Motorways Customer Advocate. Customers should see their experiences reflected in how our toll roads operate. I’m committed to ensuring their feedback drives meaningful improvements.
Pauline Gatomé
Raising an issue
For complaints, account or billing issues contact your toll provider first:
If your issue isn’t resolved, you can contact the NSW Tollway Ombudsman, who provides:
- a single, independent point of contact for toll complaints
- free, fair support for motorists
- help working with your toll provider to reach a solution.