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SANRAL monitoring queries

issued by
07 January 2014


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 operational.

“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 holders.

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 discount.

4.      Why was an e-toll bill sent to a dead person?

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.


Issued by the South African National Roads Agency SOC Limited

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