Tollway inspector general reports rise in complaints, flags gaps in vehicle tracking and arrest-reporting process

The Illinois Tollway Office of the Inspector General presented its semiannual activity summary to the Tollway Authority board, reporting a rise in hotline and online complaints, recommending changes to arrest-reporting procedures, and noting gaps in vehicle automatic-location (ABL) data that limited some investigations.

The update, described at the board meeting by the Inspector General (name not specified), covered activity from September 2024 through February 2025 and included statistics, investigative findings, management referrals and follow-ups on prior recommendations. “In the last 6 months, there were 99 incoming hotline calls and we received 58 online submissions,” the Inspector General said, noting the increase was tied partly to customer-service interactions and a nationwide toll phishing/smishing concern.

Why it matters: oversight findings led to concrete follow-ups and corrective actions. The OIG said the Tollway responded to recommendations within the 20-day response period required by its internal process, and the OIG…