E-toll users must accept new terms

By Drum Digital
24 April 2012

Consumers who have already registered for e-tolling must accept new terms and conditions, Sanral said on Tuesday.

They will not have to re-register, but must nevertheless contact the call centre, visit Sanral's website, or log onto their personal e-tolling accounts in order to accept the new conditions.

The amended terms and conditions were issued just one week before the proposed commencement of e-tolling on Gauteng highways.

This was because of public concerns regarding the previous terms and conditions, Sanral said.

Several new clauses had been added.

The terms and conditions now stated only applied as allowed by the law, including the Consumer Protection Act.

E-toll users could end an agreement at any time and Sanral had to inform users at least 40 calendar days before any change to e-tolling is introduced.

When reasonable or required by law, this notification period could be shortened.

Consumers were able to pay e-toll fees without disclosing their banking details, the changed conditions explained.

Statements and invoices were available at no charge from Sanral's website, by e-mail, or at e-toll customer service outlets. A reasonable fee is charged to provide invoices and statements by post or fax.

Sanral could increase the grace period for users to pay their toll fees, to consumers' benefit.

New clauses list all the charges e-toll users might have to pay, and state where and when consumers can get details of toll charges.

Sanral had also clarified that it would only request consumer contact details from other companies if it was unable to contact the user with the information already provided.

"We can only do this where it is allowed by law," it said.

Sanral may only contact users for matters related to the e-tolling agreement and not for marketing or any other purposes.

It would not charge for tolls if the vehicle or e-tag was reported stolen and vehicles can be removed from e-toll accounts at any time.

Sanral removed a clause which suggested users would have to prove that toll fees were incorrect.

"You can raise a dispute, query or complaint at any time. Even after you have paid," Sanral said.

These could be raised in various ways, including the National Consumer Commission.

E-toll accounts could not be suspended without giving warning. If accounts were incorrectly suspended, consumers might have claims against Sanral.

Users would not be stopped from using toll roads if their accounts were suspended. Their accounts would not become dormant after one year.

New clauses also ensure Sanral's liability has been limited and excluded in a way which is fair and reasonable, Sanral said.

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