LOUISVILLE, Ky. (WDRB) -- In a move to improve customer service, RiverLink is actively searching for a new toll service provider.

The Joint Board for the Louisville-Southern Indiana Ohio River Bridges Project met Sept. 22 and approved the change, which may not happen until 2028, according to a news release. Both states are investing additional dollars to ensure reliable customer service during the transition.

A RiverLink spokesperson said Electronic Transaction Consultants has had trouble providing reliable customer service and meeting expectations, so now a third provider is being sought. 

"We believe a new provider will deliver improved service for RiverLink customers and better align with the values and goals of the states," Indiana Department of Transportation Commissioner Lyndsay Quist said.

ETC became the toll service provider under contract in July 2021 and started providing services in September 2023. It will remain in its current role through no later than July 31, 2028. 

Among the milestones that haven't been achieved with ETC: ensuring that 80% of telephone calls are answered within one minute after a caller requests a representative; capping maximum phone wait times at 10 minutes; and responding to almost all emailed and other written requests within three business days.

Since ETC took over last September, the Better Business Bureau's Louisville area office has logged 65 complaints, or roughly 28% of all toll-related complaints over the past three years, according to previous WDRB reporting. There were six complaints filed with Kentucky Attorney General Coleman's office and six sent to Indiana Attorney General Todd Rokita's office as of late last year. 

Tolls have been in place since late 2016 on three bridges connecting Louisville and Clark County, Indiana: the I-65 Lincoln and Kennedy crossings, and the upriver Lewis and Clark Bridge.

Kentucky and Indiana officials agreed on the fees as part of the financing plan for the $2.3 billion Ohio River Bridges Project, which included the new Lincoln and Lewis and Clark bridges and a rebuilt Spaghetti Junction interchange near downtown Louisville.

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