has noted that the issue of administration fees charged
by toll operators is “constantly brought up by toll road
users” especially when the toll collection process is
escalated. Arnold has also stated: “Irrespective of
thewayadministrationfeesarefixed,theymustnot
imposeapenaltyonthecustomerbutmustreflectthe
actual costs to the toll operator for the administrative
work involved.”
The Roam website (owned by Transurban) states that
administration fees reflect the actual costs associated
with “reviewing the violation image, processing the
licence plate number, printing and posting the toll notice
and processing payments”. According to Transurban,
feesareauditedregularlytoensuretheycomplywith
this requirement.
Nonetheless,formotoristswhofacefinancialhard-
ship,orwhohaverelocatedandsimplynotreceivedthe
initial invoice, the mounting cost can be overwhelming.
It seems ironic that in September 2016 the feder-
al government gave the Australian Competition &
Consumer Commission (ACCC) the power to rein
incompaniesthatslapcustomerswithexcessive
surchargesforpayingwithacreditcard.Yetover-the-
top administration fees can still apply to unpaid tolls
costinglessthanacupofcoffee.
In 2016 the Victorian Greens called for an inquiry
into toll debts but little seems to be happening on this
score. With more toll roads being constructed across
state capitals, it’s likely a growing number of motorists
will discover how harsh the penalties can be when a
small toll goes unpaid.M
noticestoarrive,andwhenitdoestheunpaidtollis
stacked with an administration fee. Like tolls them-
selves,thisfeevariesbetweenstates.Thecommon
thread is that unless you already have an account with
thetollroadprovider,theflatadministrationfeecan
be considerably higher than the toll itself.
Asaguide,Sydney’sWestlink(M7)motorway
chargesdistance-basedtollssothecostofusing
theroadvariesaccordingtotheentryandexitpoints
taken. An unpaid toll of as little as $2.07 will gener-
ateanadministrationfeeof$10–achargealmost
500% higher than the unpaid toll. It’s likely the same
motorist will make a similar return journey, and
becauseseparateinvoicesareissuedforeachunpaid
toll, the driver could face charges of $20 on unpaid
tollsofjust$4.14.
Ifthefirsttollnoticegoesunpaid,whichcanhappen
ifthedriverchangesaddresswithoutupdatingtheir
car’s registration details, the fees go up a gear. In
Queensland,forinstance,whereTransurbantrades
asGoVia,motoristsusing,say,theLoganMotorway
(M2)havethreedaystomakegoodanunpaidtoll
otherwise an administration charge of $8.21 applies.
If the toll remains outstanding a separate demand
noticeisissuedforeveryunpaidtoll–eachattracting
a fee of $23.46.
Ifpaymentisn’tmadeatthispoint,thedrivercan
be slugged with a $170 infringement notice for each
demand notice. From here, the matter may be referred
totheStatePenaltiesEnforcementRegistry,whichcan
charge a further layer of fees.
To be fair to toll road operators, motorists are given
plentyofopportunitiestopaythetollbeforetheout-
standing debt is escalated to the next stage. But it’s
easytoarguethatthefeesandfinesseemwildlyout
of kilter with the toll.
ThesituationismoreseriousinVictoria,where
failuretopayforuseofatollroadisacriminaloffence
thatcanleadtoimprisonment.
In NSW, toll debt is enforced mainly through the
civil system though motorists can be asked to perform
communityserviceforanunpaidtoll–abreachof
which can result in time behind bars.
Michael Arnold, the Tolling Customer Ombudsman,
Highway
robbery
WHAT TO
DO IF YOU
CAN’T PAY
ATOLL
Contactthetollroad
manager and explain
why you cannot pay
at present. You may
be able to have the
due date extended
or be offered a pay-
ment plan.
Butifyou’re
making a complaint
aboutatollorcharge,
the Tolling Customer
Ombudsman offers
the following tips:
- Make the com-
plaint as soon as you
possibly can.
- Be specific about
what occurred –
includethedate,time
and location.
- Be accurate in
your description of
the event.
- State what you
want as an outcome,
andbereasonable.
- Keep a record of
your conversations
and correspondence.
- If you are not
happy, persist.
Ask to speak to a
manager or contact
the ombudsman at
tollingombudsman.
com.au.
HOW THE COST CAN SOAR
STATE TIME TO
PAY BEFORE
FEES APPLY
INITIAL
ADMIN
FEE
FINAL TOLL
NOTICE
FEE
PENALTY
NOTICE
NSW^1 3 days $10 $20 $165
QLD^2 3 days $8.21 $23.46 $170
VIC
(CityLink^3 ) 3 days $12.14 $11.84
$155.46
for each day
of travel
Applies where motorists don’t have an e-tag account or equivalent visitor pass.
Source:^1 rms.nsw.gov.au^2 govia.com.au^3 CityLink customer service
