Pretoria, 7th January 2013 - The South African National Roads
Agency Limited (SANRAL) is aware of a number of queries regarding the e-toll
billing system which have arisen in the month since the system first became
“We would like to assure members of the public
that we take their concerns seriously and are making every effort to deal with
those which are valid. We would also like to encourage members of the public to
report their problems through our call centre, 0800 726 725, so as to
enable SANRAL to deal with them swiftly and effectively,” says SANRAL’s head of
communications Vusi Mona.
SANRAL would like to provide some clarity
regarding the most common issues which have been raised in the last few days.
1. How can unregistered users establish
how much they owe?
Unregistered users can see their transactions
on the SANRAL website under the “MANAGE MY VPC ACCOUNT” tab. This does NOT mean
they are registering for e-tolls but only that they want to view their overdue
e-toll transactions, using their own security logon details. Should they not
want to do this, they can view their transactions under “Check Violations” (top
of manage VPC account page) by entering their South African identity number and
vehicle licence plate number.
Also, the can phone our call centre or visit
our customer service centres to inquire about their overdue amounts.
The VPC (Violations Processing Centre) is the
debt collection division within SANRAL responsible for the collection and
processing of overdue e-toll transactions and registered e-toll account
2. How can payment be made?
Payment can be made using the SMS reference or
motorists can phone the call centre (0800 726 725) and will be given the
correct VPC reference. Emailed invoices also display the VPC account number.
Payment can be made by credit card, debit order, EFT or over the counter at any
SANRAL customer service centre.
3. Why are motorists being sent SMS
and/or email messages about outstanding e-toll amounts?
SMS and email messages do not replace invoices
but are part of normal debt collection in everyday business practices.
Critically, these are being sent out to afford the road user the opportunity to
qualify for the relevant discounts if they settle the amounts within certain
time periods. The possibility exists that a motorist can receive an invoice
well after the period that would have entitled him/her to qualify for a
4. Why was an e-toll bill sent to a
SANRAL sends bills to the registered owner of
the vehicle which has incurred the cost of using the tolled road. If someone
has died and the executors or inheritors of the estate do not change the
ownership of that person’s vehicles (including the termination of the mobile
numbers or email addresses), then the bill will be sent to the last known
details in SANRAL’s possession. It is incumbent on those in charge of the
estate to change the ownership details in order to avoid unfortunate incidents
such as this with regards to any creditors.
5. Why would a person whose vehicle has
never passed under a gantry get an SMS that they owe e-toll fees?
This could be cloned vehicle. We urge such
motorists to please report the incident so SANRAL can flag this as a Vehicle of
Special Interest (VOSI) and investigate. If you receive an SMS message
and have not used the Gauteng road network, please call the call centre so we
may check our records.
6. Many queries are received regarding
the value of the invoices as being incorrect. Why is this so?
The tariff, as stipulated in the gazette, will
be higher after the grace period of seven days. Alternate user tariffs (which
are three times higher) apply to road users who are in violation. This is
the value that is invoiced. However if you pay within 30 days you will
receive a discount and a credit note for the balance.