E-tolling still a huge problem

In the wake of a string of complaints and a great deal of confusion surrounding the billing and payment of e-tolls, the South African National Roads Agency Limited (Sanral) has committed itself to resolving problems related to billing and registration of vehicles.

Motorists need to understand the administrative process is about and here are a few pointers.

Within the seven-day grace period:

* The toll allows for motorists to either opt for a prepaid or post-paid. A road-user has seven days, from the first gantry pass, to pay their e-toll transactions.

* Registered e-toll account holders receive their invoices in a 14 day cycle, pending on the day of registration, via their preferred means of communication as identified upon registration.

* Non-registered e-toll account holders may request an invoice at an e-toll Customer Care Service Centre or via the e-toll call centre on 0800 726 725.

“The violation and debt collection process takes place if the e-toll transaction is not paid within seven days,” says Sanral spokesman Vusi Mona.

“It is then transferred to the Violations Processing Centre (VPC). This is the section within e-toll operations that deals with overdue toll amounts,” adds Mona.

But VPC Spokesman Wayne Duvenhage says when you receive an SMS stating that you have been handed over, do not panic as the ‘offence’ is simply not being a registered e-tag user and not paying within your seven-day grace period after passing under a gantry.

* After the seven-day grace period, the user then becomes what is termed an alternate user.

Mona says due to the user’s status as an alternate user, discounts – for instance, e-tag, frequent user and time of day – are no longer applied and the alternate e-toll tariff applies.

Bills are being sent via SMS or email.

Accounts can be paid 30 to 60 days after the seven day grace period.

A 60% discount comes into play when paid within 30 days and when paid within 60 days a 30% discount will be given.

Any accounts paid after 60 days will be charged in full without any discount.

Transactions

* Transactions are added up and an invoice is issued to the road-user.

* Invoices may be obtained at any time, by registered users, via the e-toll website www.sanral.co.za or e-toll managed VPC account.

Mona says this option is available for any road-user, registered or not registered, with transactions in the VPC and add invoices may also be obtained from a customer service outlet or via the e-toll call centre on 0800 726 725.

* When phoning the call centre, a road-user is given an opportunity to settle their e-toll transactions and depending on the time within which the toll transactions are paid, post grace period discounts might apply.

* During this time, a debt collection process also commences, which include SMS, email and telephone call reminders or notifications.

“These do not replace the invoices, they are additional.”

* Once it appears that the debt collection process is unsuccessful, a final demand will be issued and the issue handed over to the prosecuting authority.

Mona says it is important to note the legal obligation to pay toll arises from using the toll road and passing underneath a toll gantry that is signposted in accordance with the required legislation.

The legal obligation to pay toll does not arise from an invoice that is forwarded to a user. In terms of the e-road regulations, the user has a seven-day grace period to pay the toll.

Where to pay

* Registered account holders can pay via the e-toll website through the e-toll account management portal.

* Via the e-toll call centre on 0800 726 725.

* At an e-toll Customer Service Outlet, located at malls in Gauteng and along the Gauteng e-roads.

* Via EFT stating the public beneficiary: Sanral TCH (toll fees) stating the reference number as the account holder’s customer ID card number.

* At local Checkers or Shoprite stores where e-tags can be obtained, top-ups be done as well as paying accounts.

At Pick n Pay stores e-tag owners can only top-up their accounts.

Non-registered e-toll account holders – if transactions are paid within seven days:

* Via the call centre on 0800 726 725.

*At a Customer Service Outlet, located at malls in Gauteng and along the Gauteng e-roads.

* Via EFT.

* For the reference number, contact the call centre on 0800 726 725 to obtain a reference number.

For transactions older than seven days:

* Via the website through the “manage VPC account”

* Via the call centre on 0800 726 725.

* At a Customer Service Outlet, located at malls in Gauteng and along the Gauteng e-roads.

* Via EFT – stating the public beneficiary as Sanral VPC (violations) and to obtain a reference number contact the call centre on 0800 726 725 or use the invoice number on the VPC invoice.

Cloned numberplates

The e-toll system has intelligence to detect potential cloning.

“If the same vehicle is at point A and B at the same time or within a timeframe that is impossible, the system will flag these transactions and they will be manually verified, which will alleviate wrong transactions being allocated to an account,” says Mona.

Should a numberplate be reported as a potential cloned numberplate it will be flagged in the e-toll system and all the transactions will be manually verified.

Additionally the numberplate will be flagged for on-road enforcement and registration details will be checked at the roadside.

Where to register

The most cost effective way will be to obtain an e-tag from either Checkers or Shoprite and register the e-tag online at www.sanral.co.za or via the e-toll call centre on 0800 726 725.

Or additionally at an e-toll Customer Service Centre, located at a mall or along the Gauteng e-road or by SMSing the vehicle licence plate number to 44004.

Mona says the Call Centre will phone back to complete the registration.