Stakeholder engagement

We work with a wide range of stakeholders who are interested in and affected by different aspects of our business. Below is a summary of major stakeholder groups and the way in which we worked together in FY16. Further details on particular stakeholder engagement can be found throughout the Report.





Government and Industry

Government and
regulatory bodies

  • Consulted with government on new road projects and upgrades
  • Maintained compliance with our concession deed requirements
  • Maintained compliance with regulatory requirements
  • Contributed to Senate and Parliamentary enquiries specifically in the areas of infrastructure funding, technology and transport regulations
  • Reported to the Workplace Gender Equality Agency (WGEA) and received the Employer of Choice for Gender Equality citation
  • Partnered to develop innovations and trials such as the Road Usage Study, technology and safety improvements and autonomous vehicle trials in the USA

Industry associations

  • Made industry presentations on infrastructure funding policy, transport technology advances and our Road Usage Study
  • Used the Infrastructure Sustainability rating tool to benchmark a number of our projects against industry best practice for sustainable infrastructure

Business Partners and Suppliers

Business Partners and Suppliers

  • Awarded or opened competitive tenders for a number of major project contracts
  • Continued to support social enterprises and community employment opportunities
  • Implemented our Supplier Sustainability Code of Practice



  • Held investor presentations including half and full-year results presentations and the annual Investor Day
  • Completed investor roadshows to support corporate bond placements
  • Maintained ASX disclosures and announcements


Transurban employees

  • Renegotiated the Transurban Customer Service EBA 2016
  • Consolidated Transurban’s employee health, safety and environment (HSE) reporting systems
  • Completed training of Mental Health First Aiders as part of our Wellbeing program
  • Established a Whistleblower Policy and implemented a confidential, anonymous externally hosted whistleblower reporting service
  • Continued a number of internship and graduate programs
  • Held regular Executive Committee and Executive meetings, as well as major bi-annual Board Strategy Days
  • Kept employees informed via intranet, e-newsletters, surveys, employee briefings and committees
  • Opened a second office in Greater Washington and refurbished five offices across the business


Road users

  • Continued communications on managed motorways via signage, traffic management, incident response and emergency services coordination
  • Involved Melbourne motorists in our Road Usage Study (scheduled to be completed in October 2016)
  • Continued to support road safety awareness programs


  • Continued operation of our customer call centres, feedback and complaints processes
  • Implemented a new privacy policy
  • Conducted a range of Customer Experience focus groups and surveys
  • Refreshed the Group’s Hardship Policy to further assist our customers
  • Expanded the Group’s First Time Forgiveness Program to include our Queensland customers
  • Increased outbound communications (email, SMS and phone calls) to further assist our customers
  • Introduced a service excellence education program for all customer teams
  • Released a mobile app in the USA and completed trials for a CityLink app (live as of FY17)
  • Completed major website improvements and continued with communications via social media, TV and radio
  • Undertook an Express Lanes customer testimonials campaign in the USA


Local communities

  • Conducted community consultation processes on all major projects
  • Worked with local Aboriginal Elders for Welcome to Country ceremonies during National Reconciliation Week

Charities and community organisations

  • Awarded multiple rounds of Community Grants across all markets
  • Supported a range of community organisations and charities
  • Sponsored and coordinated a number of public events
  • Undertook significant employee volunteering


Research and environmental groups

  • Continued our national partnership with Landcare Australia
  • Signed a major agreement to support rejuvenation of Beecroft Reserve in Sydney
  • Reached agreement to provide tunnel spoil to help regenerate Hornsby Quarry in Sydney into a public reserve
  • Awarded Innovation Grants to the University of Newcastle (NSW) and RMIT University (VIC)
  • Held autonomous vehicle trials on Transurban’s Express Lanes in the USA
  • Commenced major works on Motorscapes roadside regeneration and artwork projects for the Power St Loop in Melbourne and M2 Macquarie Park in Sydney
  • Significantly improved our data analytics and research capabilities to utilise Transurban’s roadside and customer data

General public and media

  • Launched our new ‘In The Community’ website
  • Continued to support public events through our assets including Run for the Kids and Bridge to Brisbane
  • Contributed to public awareness of a number of major causes and events
  • Undertook ongoing media, events, program launches and promotions

GRI G4 Indicators

  • G4-15
  • G4-16
  • G4-24
  • G4-25
  • G4-26
  • G4-27


In addition to the sustainability-focused organisations mentioned previously in this section, in Australia, Transurban is a corporate member of several industry, business, transport and other groups including:

  • Committee for Economic Development of Australia
  • Infrastructure Partnerships Australia (IPA)
  • Intelligent Transport Systems (ITS) Australia
  • Roads Australia
  • Business Council of Australia
  • Diversity Council of Australia
  • Chief Customer Officer Forum Australia
  • Corporate Executive Board – Customer Contact Leadership Council

And, in the USA, we are members of industry, business, transport and other groups including:

  • International Bridge, Tunnel and Turnpike Association
  • American Road & Transportation Builders Association
  • The Association for the Improvement of American Infrastructure
  • Women in Transportation International

We are also members of a number of local Chambers of Commerce, Trade and Transportation Associations in each of our markets in Australia and the USA.


Transurban and our major partners and contractors received a number of awards in FY16, including:

  • Transurban was awarded the Workplace Gender Equality Agency (WGEA) ‘Employer of Choice for Gender Equality’
  • Scott Charlton, our CEO, was named one of the ‘Top 100 Most Influential Engineers in Australia’ by Engineers Australia
  • CityLink mobile app was awarded gold in the Design 100 2016 App Design Awards for the ‘Home and Living’ category and silver in the ‘Best Expanded Service or Application’ category
  • The Express Lanes Customer Testimonial Campaign was awarded the Web Marketing Association’s Best Social Media campaign, Best Integrated Ad campaign, Best Online Video and Best Website