More than 600 people in the ACT are waiting for their compensation claims over pothole damage to be processed.
Higher-than-average rainfall over the past year led to an increase in claims, according to Roads ACT.
About 700 claims for pothole damage compensation were received in 2022, 300 of them in December alone.
Roads ACT executive branch manager Tim Rampton said 105 of those claims from last year had been settled, while eight had been denied.
He admitted the organisation was seeing a lag in the time it took to process claims.
"We do have a dedicated team for the claims, but it's important to remember that that team is also dealing with claims for other matters through [Transport Canberra and City Services]," Mr Rampton said.
"It does take time for that assessment to take place. And for some time, there's a bit of back and forth between the claimant to get the particular detail."
He urged people waiting to hear back not to contact the department because that would only slow the process further.
"Our average is around … 60 days but we are requesting that if you have submitted something in the last 60 working days, please don't contact us because we probably haven't gotten to it yet or we're still working through it," he said
"All that does is hold up our claims team in working through the process."
'It's just not fair'
Canberra resident Tegan Martin was among those who endured a lengthy wait after she struck a pothole on Melrose Drive and lodged a claim.
Ms Martin said she hit the pothole at about 7am one day amid heavy rain.
The damage needed repair and she lodged her claim with Roads ACT later that day, providing evidence in the form of witnesses and photos.
Ms Martin said she waited 90 business days only to be told her claim was rejected.
"What it doesn't tell you is that that 60 days is only for the first point of contact," she said.
"They pass you through several avenues, you go from making your initial complaint and then they put you through to someone who contacts you, and then they put you through to an assessor and then it goes from the assessor back to the claims team."
She said she was frustrated and confused when she was told her claim was unsuccessful.
"I lost a shift at work as a result [of the pothole]," she said.
"And I just assumed that with all the evidence provided they would see it for what it was."
She was so frustrated she started a Facebook group titled Canberra Potholes, which has become a gathering point for those affected to share their stories.
Mr Rampton said in some cases, if there was no evidence of the pothole prior to the claim, it could be rejected.
"The ACT government doesn't take automatic responsibility and liability for those things," he said.
"We need to be aware of the pothole, and have we had time to go out and rectify it?
"We have our asset-management database which will show whether or not we have that in the system, and has it been reported previously."
Ms Martin said something needed to change to ensure all Canberrans affected by potholes received compensation.
"It's the principle," she said.
"This has got to be happening to plenty of other Canberrans and it's just not fair.
"We already pay a fee on our registration, and the roads weren't maintained."
