Don't wait for e-tolls invoice - Sanral

Johannesburg - Motorists using e-toll roads should not wait for an invoice before they pay, as they would then forfeit discounts offered for payment within certain periods of time, according to Vusi Mona, spokesperson of the SA National Roads Agency (Sanral).

Mona responded to a Fin24 user's e-tolls problems, which include missing the discount deadline due to an invoice only arriving after several weeks.

The Fin24 user wrote that he does not have a problem paying his e-tolls account. The account was issued on December 22 2013 and he only received the mail on January 23.

To qualify for a discount, he would have had to pay on or before January 21 2014. When he contacted Sanral about this matter, he was told that the system was down.

"The public cannot be held responsible for not receiving the account in time. That it a Sanral problem," the user wrote.

Mona, on the other hand, explained to Fin24 that, "although, Sanral is in full agreement with the National Consumer Commission that SMS and email messages do not replace invoices, they are part of normal debt collection in everyday business practices".

"Critically, these [SMSs and emails] 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," said Mona.

"We value all road users who have registered and we do apologise for the times when our website has been down."
He pointed out that the Fin24 user is not clear whether he received any SMS or email notifications of amounts due and whether this was before he registered the e-tag.

"We would advise motorists not to wait for an invoice as they would then forfeit the discounts offered for payment within 7 days, before 30 days and before 60 days," advised Mona.

"Consider this: Had this been a normal stop-and-pay toll plaza, payment would have been required before continuing on the road. With e-tolls, the road is open."

However, payment must be done as soon as possible.

"Sanral has given a seven day grace period to allow payment for those who either do not have an e-tag or do not have an up to date e-tag account," said Mona.

Billing queries:

"Motorists can call the call centre on 0800 726 725 to be assisted with all billing queries," said Mona.

"All complaints raised through e-tolls customer services are investigated. Road users are able to request an invoice from Sanral at any time."

Transactions within seven days
Channels for requesting an invoice, statement or transaction report:

- Call Centre: 0800 726 725;

- Web query:

- Web access download by customer: - (only if customer is registered);

- Customer service outlet.
Channels for sending an invoice (only for registered users):

- Mail;
- E-mail (to requested address);
- SMS notification

Transactions older than seven days
Channels for requesting an invoice, statement or transaction report:

- Call centre: 0800 726 725;

- Web query:;

- Web access download by customer

- Customer service outlet.

E-tolls invoices are automatically mailed to the relevant address on the eNaTIS system.

Lodging a complaint
"We would like to encourage road users to lodge their complaints formally through the e-toll customer service centre on in order to investigate any complaint thoroughly," said Mona.

Toll charges

The Fin24 user was also puzzled by being charged R20.01 every time that he goes through the R21: T 44 Weaver and R21: T 43 Swan e-toll gantries.

This is not according to the prices that are listed on the boards on that highway, he said.

Mona replied that the toll tariffs for Weaver are R6.67 (standard/VLN toll tariff), R3.45 (e-tag tariff) and R20.01 (alternate toll tariff).
The alternate toll tariff becomes applicable for any toll transaction which is not paid within the seven day grace period.

- Fin24

Disclaimer: All articles and letters published on MyFin24 have been independently written by members of the Fin24 community. The views of users published on Fin24 are therefore their own and do not necessarily represent those of Fin24.

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