AA smells a rat over toll-road call centre's weekend closure
By Mathew Dearnaley 6:42 AM Friday Oct 21, 2011 Share6 Email
Print
Expand People stop to pay to use the Northern Gateway toll road. Photo / Janna DixonHolidaymakers will be unable to make phone payments over Labour weekend for driving on Auckland's Northern Gateway toll road, as its call centre will be closed until Tuesday.
The unavailability of the facility at one of the busiest times of the year for the country's roads is upsetting the Automobile Association, which says the Transport Agency is trying to force motorists into its preferred payment method, of online transactions.
"People are being forced into one payment option because it is too difficult to use other methods," AA spokesman Simon Lambourne said yesterday.
"The call centre opening hours should be what are convenient for the people who use the toll road, not what are convenient for Transport Agency staff."
Although the centre's week-day opening hours were extended in August 1 by an hour, to between 8am and 6pm, the agency decided to close the facility at weekends from that date to reduce costs.
Article continues below
Agency regional director Stephen Town said in response to the AA that the centre did not previously experience any significant increase in calls at weekends, even those extended by public holidays, and that motorists had five days to pay their tolls.
"The feedback we have received to date ... indicates that drivers have not been inconvenienced," he said.
At the same time as changing the centre hours, the agency introduced administration fees on top of its tolls, which remain $2 for cars and motorbikes and $4 for trucks and buses, for motorists choosing to pay at off-road kiosks or by phone.
Those paying at kiosks are charged 54c extra, and call centre transactions cost $3.70c more, although there is no administration fee for motorists with pre-paid accounts or who settle online.
The agency on Tuesday suggested drivers pay before leaving home over Labour weekend, which it said would be particularly busy because of the Rugby World Cup final.
But it disclosed it was also trying to cobble together a second payment kiosk at the Puhoi end of the toll road, from the remnants of two machines destroyed by suspected thieves.
ON THE WEB
tollroad.govt.nz
PAYING FEES
* No phone payments will be possible over Labour weekend for the Northern Gateway toll road.
* Fees are $2 for cars and motorbikes and $4 for trucks and buses, if you pay at off-road kiosks or by phone.
* Payments at the kiosks cost 54c extra, and call centre transactions cost $3.70c more.
* People are encouraged to pay online before they leave home.
http://www.nzherald.co.nz/nz/news/article.cfm?c_id=1&objectid=10760653How to set up an account
You can set up an account online or by calling us on freephone 0800 40 20 20. You’ll need the registration plate number(s) of the vehicle(s) you want linked to the account. To get your account started you’ll also need to pay $20 by credit card or direct debit using this form (PDF, 42KB), which your tolls will be deducted and topped-up from.
If you open an account by direct debit your account won’t be activated until your direct debit has been processed.
Automatic top-ups
As you use the toll road tolls are deducted from your account. When your account reaches a pre-set balance it will automatically be topped up by your chosen payment method. The minimum amount for the account balance and top-up is $10.
You can also make a manual top-up whenever you like. So if you know you’re going to use the toll road frequently over a certain period, you can make a one-off payment to cover all your trips.
Closing your account
You can close your account any time by calling us on 0800 40 20 20. When your account has been closed the remaining balance will be refunded.
http://tollroad.govt.nz/Pay/HowAccountSo to set up an account you have to let them use whatever money you have to leave sitting in it and it will be automatically topped up if the balance drops to a certain level and they are not telling you what the level is unless you sign up for an account.
I guess I won't be using the Alpurt toll road anytime soon 
.
