NTTA Ombudsman

NTTA Ombudsman: Our Commitment to Customer Service
North Texas Tollway Authority is committed to providing outstanding customer service, both on and off our toll roads.  With this in mind, NTTA established an Ombudsman program to review customer concerns in an unbiased and impartial manner. 

The NTTA Ombudsman is designed to ensure fairness and consistency by reviewing disputed unresolved customer matters. 

For more details about the NTTA Ombudsman program, please contact NTTA at: 469.801.3662 or NTTAOmbudsman@ntta.org  All correspondence should be emailed to NTTAOmbudsman@ntta.org or can be mailed to:

NTTA Ombudsman
5900 West Plano Parkway
Plano, TX. 75093

How we handle your concern:

  • Assessment/Examination of your concern

We will research all customer concerns.  We may need to get further information from you and from the appropriate NTTA Staff.  You may send additional relevant information, views and comments while we research your concern. When we have finished examining your concern, we will contact you with the results of our investigation into your concern.

  • Keeping in contact
    • We aim to complete the examination of your concern within 48 to 72 business hours. If your case is complicated, it may take us longer. We will keep you updated on our progress regarding your issue.  You are also welcome to call or write to us at any time to receive an update.
  • Communicating the decision regarding your  concern
    • The Ombudsman will respond in writing regarding the disposition of your concern.
  • Ensuring quality service
    • We are interested in improving our service. When your case has been completed, we may ask you to share your thoughts about the complaint resolution process.  We welcome your comments, at any time, about how we performed providing you service.