An independent watchdog has been appointed to review the ongoing issues surrounding the Tyne Tunnel.
Tunnel operator TT2 has appointed Transport Focus to carry out an initial full review of how complaints are currently handled and make recommendations on how to improve the process.
Transport Focus will also work to set up an independent survey of customers to help pinpoint other areas for improvement and gauge customer satisfaction.
TT2 has promised to ensure that improvements for motorists are taken on board.
Chief executive of TT2, Philip Smith comments: “We welcome any advice and guidance Transport Focus can give us to improve the customer experience.
"Their breadth of knowledge and insight is unparalleled in Great Britain and they are best placed to act as the voice of the customer.
“This doesn’t change the way that people need to feedback to us, but they can do so in the confidence that an independent statutory body is listening to motorist concerns.”
Chief executive of Transport Focus, Anthony Smith said: “This new partnership with TT2 should come as welcome news to all drivers who use the tunnel.
“By being involved in the oversight of the complaints and mediation process, road users can feel assured that their voice is being heard.
“We look forward to helping TT2 understand what it can do to improve the overall experience for the thousands who use the tunnel every day.”
In November 2021, TT2 switched to a cashless operation of open road tolling, monitored by vehicle registration cameras.
The change has brought great benefits to the environment and customer travel time, but teething issues still continue with some drivers being wrongly fined.