Stakeholder engagement

We work with a wide range of stakeholders that are interested in and affected by different aspects of our business. Each of our stakeholder groups has unique needs and opinions about Transurban, and we recognise the importance of understanding these needs so that we can work effectively with our stakeholders.

We seek to proactively work with our stakeholders to improve our standard of operations and service, manage impacts, and provide opportunities for collaboration and input on projects.

Below is a summary of major stakeholder groups and the way in which we worked together in FY15. Further details on particular stakeholder engagement can be found throughout the Sustainability Report.




& Industry

Government and
regulatory bodies

Consultation and proposals for new road projects and upgrades

Ongoing compliance with our concession deed requirements

Ongoing compliance with regulatory requirements

Industry associations

Public presentations and road transport policy discussions



Support for social enterprises and community employment opportunities

Changes to our procurement team functions

Ongoing supplier agreements and code of conduct compliance



ASX disclosures and announcements

Investor meetings and analyst briefings


Transurban employees

Wellbeing initiatives

Employee engagement initiatives

Internal communication via intranet, surveys, employee briefings and committees

Changes to our national customer service team and customer call centres

Integration of the Queensland business


Tender participation and selection process such as Gateway Upgrade North project

Ongoing Code of Conduct and contractual agreements


Road users

On road monitoring and control including traffic management centres and signage

Incident response and emergency services coordination

Road safety awareness programs

Road usage study program

Customer service

Customer call centres, customer feedback and complaints

Roll-out of new digital and retail options for customers

Customer focus groups and surveys

Website improvements, social media, TV and radio communication


Local communities

Community consultation projects as part of new project developments

Charities and community organisations

Community grants

Charity drives and donations

Public event sponsorship including Run for the Kids in Melbourne and Run for the Hills in Sydney

Major partnerships with the Asylum Seeker Resource Centre and Out and About Day in Melbourne

Environmental groups

National partnership with Landcare to allow environmental rejuvenation projects

Community consultation about NorthConnex tunnel ventilation stacks

General public and media

Published media, invited events, program launches and promotions


We also engage with the following industry groups, government entities and regulators as part of our day-to-day business:

  • Victorian, New South Wales and Queensland Government and local councils in Melbourne, Sydney and Brisbane
  • Australian Federal Government
  • Commonwealth of Virginia
  • Fairfax, Prince William and Stafford County governments
  • Road authorities including VicRoads, Roads and Maritime Services (RMS) New South Wales, Queensland Department of Transport and Main Roads (DTMR), Virginia Department of Transport (VDOT) and the Federal Highway Authority (US)
  • Major infrastructure groups including airport and port authorities
  • Automobile associations including RACV (Victorian automobile club), NRMA (New South Wales automobile club), RACQ (Queensland automobile club), and AAA (American Automobile Association)
  • Emergency services
  • Major events and sporting venues
  • Public transport operators and authorities

We engage with our customers on a daily basis through numerous channels including roadside signage, our online services, help lines, call centres, social media and specialised focus groups and customer projects.

GRI G4 Indicators

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


Transurban participates in industry and sustainability initiatives including:

  • Dow Jones Sustainability Indices
  • Global Reporting Initiative
  • United Nations Global Compact
  • Infrastructure Sustainability (IS) Rating Tool

In Australia, we are corporate members of several industry, business, transport and other groups including:

  • Tourism and Transport Forum
  • Infrastructure Partnerships Australia
  • Roads Australia
  • Intelligent Transport Systems (ITS) Australia
  • Business Council of Australia
  • Infrastructure Sustainability Council of Australia (ISCA)
  • Sydney First / Sydney Chamber of Commerce
  • Logan Chamber of Commerce
  • Brisbane West Chamber of Commerce
  • Australasian Investor Relations Association
  • Victorian Transport Association
  • Committee for Melbourne
  • Committee for Economic Development of Australia (CEDA)

In the US, we are members of industry, business, transport and other groups including:

  • Fairfax County Chamber of Commerce
  • Greater Springfield Chamber of Commerce
  • Prince William County Chamber of Commerce
  • Greater Washington Board of Trade
  • Quantico/Belvoir Regional Business Alliance
  • Northern Virginia Transportation Alliance
  • Virginia Chamber of Commerce
  • Greater McLean Chamber of Commerce
  • Greater Reston Chamber of Commerce
  • Dulles Chamber of Commerce
  • Dulles Area Transportation Association
  • Tysons Regional Chamber of Commerce
  • Alexandria Chamber of Commerce
  • Transportation Association of Greater Springfield
  • The Reason Foundation
  • International Bridge, Tunnel and Turnpike Association
  • Fredericksburg Regional Chamber of Commerce
  • Mount Vernon-Lee Chamber of Commerce
  • Metropolitan Washington Road & Transportation Builders Association
  • Tech Council of Maryland
  • The Association for the Improvement of American Infrastructure


Transurban and our major partners and contractors received a number of awards in FY15, including those listed below:


  • 2015 IPA Annual Awards: Financial Excellence Award for NorthConnex
  • International Association of Business Communicators (IABC): Gold Quill award for communication of the CityLink tunnel closure over the Christmas period
  • Chartered Institute of Purchasing and Supply (CIPS) Australasian Awards: Best Infrastructure or Capital Works, awarded to the Transurban procurement team for delivery of the CityLink Tunnel Resurfacing Project
  • 2015 Australian Asphalt Pavement Association Industry Award: Most Outstanding Project for the Cleveland Street Underpass re-sheeting project on the Eastern Distributor
  • KangaNews Awards 2014: Australian Corporate Finance Manager of the Year award, for treasurer Richard (Richie) Hills
  • The TransCity joint venture construction group was awarded the 2015 Infrastructure Partnerships Australia (IPA) Project of the Year award for Legacy Way. Following TransCity completing construction of Legacy Way, Transurban took ownership of the asset in July 2015
  • Brisbane Motorway Services (BMS), the Operations and Maintenance Contractor for the Clem7 tunnel, was awarded the Best Solution to an Identified Work Health and Safety (WHS) Issue at the Queensland Safe Work Awards
  • The Operations and Maintenance manager BMS was also awarded the Lend Lease Safety Leadership Award


  • American Road & Transportation Builders Association: Public-Private Partnerships (P3) Project of the Year – 95 Express Lanes. This award recognises a project that demonstrates the value that (P3s) bring to the USA transportation and construction industry
  • International Bridge, Tunnel and Turnpike Association: Toll Excellence Awards – 495 Express Lanes, for innovation and excellence in the Technology category
  • Institute of Transportation Engineers: Transportation Achievement Award – 95 Express Lanes
  • National Council for Public-Private Partnership: 2015 Partnership Award – 495 Express Lanes was recognised for the Outstanding Innovation Project Award for demonstrating a significant advancement in the development and application of new concepts and methodology
  • Public Relations Society of America: Virginia Public Relations Award – 495 and 95 Express Lanes were recognised for multiple achievements including the Award of Excellence for, a Merit Award for the 95 Express Lanes Media Relations Campaign and a Merit Award for the 95 Express Lanes Opening Event
  • The American Business Awards – 495 and 95 Express Lanes were the winner of a Gold Stevie Award for, a Silver Stevie Award for the 95 Express Lanes Opening Event – Brand Experience, and another Silver Stevie Award for the 95 Express Lanes Opening Event – Public Relations