Independent Tollway Ombudsman
Contract type
Full Time
Location
Sydney
Industry
Executive & Management
Contact name
Josh Kyle
Contact email
josh@orchardtalent.com.au
Contact phone
02 9157 6222
Date published
30.06.2026
The organisation
NSW Tollway Ombudsman Limited is a not-for-profit, independent body authorised to help NSW toll road customers with unresolved complaints about tolling services and products provided by NSW toll road operators and participating toll service providers.
NTOL provides independent, free and impartial services to help customers resolve disputes with toll road operators and participating toll service providers. Its role is to investigate and resolve complaints, encourage fair outcomes and support improved customer experience across the tolling sector.
NTOL considers complaints after a customer has first attempted to resolve the matter directly with the relevant toll operator or toll service provider, and where they remain dissatisfied with the outcome or there has been an unreasonable delay in receiving a decision.
The opportunity
NTOL is seeking a highly professional and experienced Ombudsman to lead the organisation and oversee independent and impartial complaint resolution for the NSW tolling sector.
This is a rare opportunity to lead NTOL through its establishment phase, shaping the organisation, scheme operations and governance foundations, while also personally overseeing the investigation, mediation and resolution of unresolved tolling complaints. The NSW Tollway Ombudsman will play a central role in ensuring complaints are managed fairly, transparently and efficiently, with determinations made where matters cannot otherwise be resolved.
Working with the Board, scheme members and key stakeholders, the Ombudsman will continue to establish and mature the scheme by developing and implementing appropriate governance frameworks, policies, systems, staffing and operational processes. The role requires both strong dispute resolution capability and the practical judgement to build a focused, proportionate and fit-for-purpose organisation.
The Ombudsman will also use complaint insights to identify and escalate systemic issues within the scope of the Scheme, supporting transparency, accountability and improvement in industry practices.
As the senior executive leader of NTOL, the Ombudsman will be responsible for ensuring the organisation is focused, well governed, financially sustainable, operationally effective and trusted by the Board, scheme members, customers and government stakeholders.
Operating within a member-funded model, the Ombudsman must maintain independence and impartiality while engaging constructively with toll road operators, participating toll service providers, government and customers. The role will require sound judgement, procedural fairness and the ability to balance independence, accountability and stakeholder confidence in a complex environment.
About you
You are an experienced Ombudsman, Deputy Ombudsman, senior dispute resolution leader, complaints executive or equivalent practitioner with a strong track record in impartial complaint resolution, investigation, conciliation, mediation or adjudication.
You bring sound judgement, procedural fairness and the ability to assess and resolve complex matters. You are confident conducting impartial investigations, facilitating constructive discussions between parties and making evidence-based decisions in accordance with relevant laws, regulations, standards and scheme requirements.
You may bring experience from an Ombudsman office, tribunal, external dispute resolution scheme, regulatory body, complaints body or related industry organisation. Experience in a member-funded or industry-funded scheme would be highly regarded, particularly across sectors such as transport, infrastructure, energy, water, telecommunications, financial services, insurance or other regulated customer-facing environments.
You are pragmatic, hands-on and comfortable working in an early-stage environment. You bring the discipline to build what is needed, maintain clear scope and ensure NTOL remains focused on its defined jurisdiction and purpose.
You will bring strong interpersonal and communication skills, high levels of integrity, confidentiality and discretion, and a genuine commitment to ethical standards, fairness and impartiality. You will be motivated by the opportunity to establish confidence in a new independent scheme and contribute to fair, accessible outcomes for NSW toll road customers.
What’s on offer
- Opportunity to lead a newly established independent dispute resolution organisation.
- Personally oversee meaningful complaint resolution, investigation, mediation and determination work.
- Shape NTOL’s governance frameworks, policies, staffing, systems and operational processes.
- Use complaint insights to identify systemic issues and support improvement in industry practice.
- Work with the Board, scheme members and key stakeholders across the NSW tolling sector.
- Full-time appointment, with part-time considered for the right candidate.
- Remuneration is to be negotiated with the successful candidate.
How to apply
If you are an experienced Ombudsman or senior dispute resolution leader ready to shape a new independent scheme, we invite you to apply.
For a confidential discussion or role-related questions, please contact Joshua Kyle or Adam Dent at The Orchard Talent Group via email at ntol@orchardtalent.com.au. To apply, please submit your CV and a cover letter outlining your suitability.
The Orchard Talent Group acknowledges the Traditional Custodians of the land on which we work. We pay our respect to their Elders past, present and emerging, for they hold the memories, traditions, culture and hopes of Aboriginal and Torres Strait Islander people.
NSW Tollway Ombudsman Limited is a not-for-profit, independent body authorised to help NSW toll road customers with unresolved complaints about tolling services and products provided by NSW toll road operators and participating toll service providers.
NTOL provides independent, free and impartial services to help customers resolve disputes with toll road operators and participating toll service providers. Its role is to investigate and resolve complaints, encourage fair outcomes and support improved customer experience across the tolling sector.
NTOL considers complaints after a customer has first attempted to resolve the matter directly with the relevant toll operator or toll service provider, and where they remain dissatisfied with the outcome or there has been an unreasonable delay in receiving a decision.
The opportunity
NTOL is seeking a highly professional and experienced Ombudsman to lead the organisation and oversee independent and impartial complaint resolution for the NSW tolling sector.
This is a rare opportunity to lead NTOL through its establishment phase, shaping the organisation, scheme operations and governance foundations, while also personally overseeing the investigation, mediation and resolution of unresolved tolling complaints. The NSW Tollway Ombudsman will play a central role in ensuring complaints are managed fairly, transparently and efficiently, with determinations made where matters cannot otherwise be resolved.
Working with the Board, scheme members and key stakeholders, the Ombudsman will continue to establish and mature the scheme by developing and implementing appropriate governance frameworks, policies, systems, staffing and operational processes. The role requires both strong dispute resolution capability and the practical judgement to build a focused, proportionate and fit-for-purpose organisation.
The Ombudsman will also use complaint insights to identify and escalate systemic issues within the scope of the Scheme, supporting transparency, accountability and improvement in industry practices.
As the senior executive leader of NTOL, the Ombudsman will be responsible for ensuring the organisation is focused, well governed, financially sustainable, operationally effective and trusted by the Board, scheme members, customers and government stakeholders.
Operating within a member-funded model, the Ombudsman must maintain independence and impartiality while engaging constructively with toll road operators, participating toll service providers, government and customers. The role will require sound judgement, procedural fairness and the ability to balance independence, accountability and stakeholder confidence in a complex environment.
About you
You are an experienced Ombudsman, Deputy Ombudsman, senior dispute resolution leader, complaints executive or equivalent practitioner with a strong track record in impartial complaint resolution, investigation, conciliation, mediation or adjudication.
You bring sound judgement, procedural fairness and the ability to assess and resolve complex matters. You are confident conducting impartial investigations, facilitating constructive discussions between parties and making evidence-based decisions in accordance with relevant laws, regulations, standards and scheme requirements.
You may bring experience from an Ombudsman office, tribunal, external dispute resolution scheme, regulatory body, complaints body or related industry organisation. Experience in a member-funded or industry-funded scheme would be highly regarded, particularly across sectors such as transport, infrastructure, energy, water, telecommunications, financial services, insurance or other regulated customer-facing environments.
You are pragmatic, hands-on and comfortable working in an early-stage environment. You bring the discipline to build what is needed, maintain clear scope and ensure NTOL remains focused on its defined jurisdiction and purpose.
You will bring strong interpersonal and communication skills, high levels of integrity, confidentiality and discretion, and a genuine commitment to ethical standards, fairness and impartiality. You will be motivated by the opportunity to establish confidence in a new independent scheme and contribute to fair, accessible outcomes for NSW toll road customers.
What’s on offer
- Opportunity to lead a newly established independent dispute resolution organisation.
- Personally oversee meaningful complaint resolution, investigation, mediation and determination work.
- Shape NTOL’s governance frameworks, policies, staffing, systems and operational processes.
- Use complaint insights to identify systemic issues and support improvement in industry practice.
- Work with the Board, scheme members and key stakeholders across the NSW tolling sector.
- Full-time appointment, with part-time considered for the right candidate.
- Remuneration is to be negotiated with the successful candidate.
How to apply
If you are an experienced Ombudsman or senior dispute resolution leader ready to shape a new independent scheme, we invite you to apply.
For a confidential discussion or role-related questions, please contact Joshua Kyle or Adam Dent at The Orchard Talent Group via email at ntol@orchardtalent.com.au. To apply, please submit your CV and a cover letter outlining your suitability.
The Orchard Talent Group acknowledges the Traditional Custodians of the land on which we work. We pay our respect to their Elders past, present and emerging, for they hold the memories, traditions, culture and hopes of Aboriginal and Torres Strait Islander people.
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