NSW Tollway Ombudsman Scheme Board Member

The NSW Tollway Ombudsman Limited (NTOL) is looking to recruit 2 Board Members: A Government Industry Director and a Non-Operating Government Director. Both Board roles consider matters on overall policy, strategy, risk and direction of the entity. The inaugural Board provides guidance in accordance with the highest standards of corporate governance, financial, legal and ethical requirements, and ensures the NSW Tollway Ombudsman Scheme meets its objectives.

The Organisation

NTOL has been established to provide an independent and accessible dispute resolution scheme between its Members and Customers. All Toll Operators and Toll Service Providers (from both Private Industry and NSW Government) are Members of the Company and participate in the Scheme. Its core objectives include ensuring the Scheme operates fairly, efficiently, and in accordance with best practice standards, providing Customers with a no-cost, efficient avenue to resolve complaints and disputes. It allows Customers the choice to be bound by determinations and maintains mechanisms to refer matters to other forums when appropriate. NTOL holds the authority to undertake all activities reasonably necessary to achieve these objectives and requires its Members and appointed Directors to exercise their powers and voting rights to fully support the Scheme’s purpose and governance framework.

The Roles:

Board Members operate with the highest levels of integrity, contributing to the overall strategic direction of NTOL and are required to navigate corporate issues and provide advice on resolutions. The roles operate in accordance with NTOL’s agreed Constituion and Charter and work in a complex and dynamic environment and structure. As this in start up phase this is an exciting opportunity to be a part of.

The Government Industry Director will be appointed to the Board by the Government Industry Members.

The Non-Operating Government Director will be appointed to the Board by the Transport Secretary to represent the interests of the government. The Director must be appointed from the Department of Customer Service and/or must have expertise in consumer affairs.

Board members must demonstrate the following professional and personal attributes:

• Experience in and knowledge of the Tollway industry and an understanding of the frameworks which govern and regulate customer complaint escalations.


• Knowledge of legislation and policies and procedures that affect the Board.


• Significant understanding of corporate governance frameworks.


• Significant experience in financial management.


• Significant understanding and experience working with Audit and Risk Committees.


• Experience working with Industry, Government Agencies, ministers, parliamentary processes, political landscapes and navigating complex issues.


• Informed and independent judgement: the ability to provide wise counsel, to analyse and ask relevant questions at the strategic level, and to consider different perspectives and understand situations, environments, cultural nuances and problems by addressing underlying issues.


• Trust and commitment: respect and openness for the views of others, encouraging open discussions and commitment to assist achieving strategic objectives.


• Integrity: persons of the highest integrity and ethical standards who will actively uphold such standards in their decision-making.

For more information on these positions, please view the role description for the Government Industry Director and the Non-Operating Government Director .