4.7. Transurban Limited shall establish and maintain a register of public complaints prior to construction commencing. The register shall be maintained for the full duration of construction and during the motorway operation until the proposed reinstatement of the cycle lane along the M2 motorway. The register shall record details of complaints, complainant contact information and action take to address complaints. A report detailing all complaints and the action taken to resolve the complaints shall be provided to the RTA at regular scheduled meetings and/or at the request of the RTA representative.

4.8. Any complaints received by Transurban Limited shall be recorded and attended to promptly. On receiving a complaint, works shall be reviewed to determine whether issues relating to the complaint can be avoided or minimised. Feedback shall be provided to the complainant explaining what outcomes resulted.