“We look forward to the opportunity to explain what went wrong with e-tolling, but also what went right,” spokesman Vusi Mona said in a statement on Monday.
Of the 2.6 million vehicles that used e-toll roads each month, 0.3 percent had complained about the system. Mona apologised for any inconvenience caused.
“We close out the bulk of complaints within five days. Over 85 percent are resolved by giving clarifications,” he said.
This indicated that customers needed to be better educated about the e-tolling system.
Mona said some people received wrong invoices because of inaccurate or outdated information on the electronic national administration traffic information system (eNatis).
“We will be initiating a campaign to remind vehicle owners of their legal responsibilities regarding eNatis.”
Sanral would also reconsider the wording used in some customer correspondence as it “may unintentionally also have been too aggressive”.
Mona said Sanral would use its meeting with the parliamentary portfolio committee to communicate the present status of e-tolling and Sanral’s plans for improving the system.