Toll Credit Pass Customer Service Agreement

  • 1. About us
  • 2. This Agreement
  • 3. Your pass
  • 4. Paying for your tolls
  • 5. Using TQ tolled roads
  • 6. Suspending and cancelling your pass
  • 7. Privacy

    You can access a copy of our Privacy Policy electronically at or by contacting us (see section 12 for our contact details).

  • 8. Enquiries, complaints and disputes

    You should contact us about your pass or this Agreement if you:

    1. have any questions
    2. want to make a complaint
    3. want to raise a dispute.

    You may contact us by using any of the methods set out in section 12.

    Once you contact us, a customer service contact officer will respond to you as soon as possible.

    If you're not satisfied with the response, you can ask for the matter to be reviewed by our customer relations team.

    If you are still dissatisfied with the outcome, you can contact the Tolling Customer Ombudsman. To find out more about that process, you can download the information brochure on the Tolling Ombudsman website at or by calling 1800 145 009.

    Please note the Tolling Ombudsman will only review a complaint if it has been through Transurban Queensland's full internal complaint resolution process and is still not resolved.


  • 9. Changes to this Agreement

    How we may tell you about changes

    We may change any of the terms of this Agreement by publishing the changes or a new agreement at We will also try to notify you beforehand via contact details you have provided to us. A summary of any changes to the terms may also be published in The Courier–Mail or any successor publication.

    If you are not satisfied with any changes to the terms of this Agreement, you can close your pass at any time (see section 6).

  • 10. Liability
  • 11. Definitions

    Australian Consumer Law
    The Australian Consumer Law set out in Schedule 2 of the Competition and Consumer Act 2010 (Cth).

    The class of vehicle is defined in Queensland, Queensland Government Gazette, No 73, 31 March 2011 and listed at The class is used to determine the applicable toll charge for that vehicle.

    Compatible road
    A road, access point or facility that is not a TQ tolled road operated and managed by TQ, but where we have an agreement with the operator of that compatible road, access point or facility to charge some of our products (but not the Toll Credit Pass) with the relevant tolls, fees and charges when a tag or a linked vehicle is detected on that road or at that access point or facility. Visit for a list of compatible roads for your account.

    Our, us, we, Transurban Queensland or TQ
    Queensland Motorways Management Pty Ltd ACN 010 630 921.

    Purpose of use
    The purpose for which the vehicle is used (either commercial (business) or private use), as specified in your vehicle registration status with the relevant road authority in the State the vehicle is registered.

    Registration Event
    An event which requires you to update your account details, such as a change in your vehicle’s Purpose of Use, a transfer of a vehicle’s licence plate to a different vehicle, and a change in your vehicle’s ownership.

    Transurban Queensland Group
    Queensland Motorways Holdings Limited ACN 150 265 197 and its related bodies corporate (as defined in the Corporations Act 2001 (Cth)).

    A store where you can buy a pass. Visit for a list of retailers.

    Toll invoice
    A toll invoice is a notice requiring payment of the relevant toll, video matching fee and a toll invoice fee.

    A motor vehicle as that term is defined in the Transport Operations (Road Use Management) Act 1995 (Qld), and 'linked vehicle' means a  vehicle linked to your pass.

    The customer who purchases a pass under this Agreement.

  • 12. Contact us

    You may contact us through any of these ways:

    • visiting
    • calling 13 33 31
    • writing to Customer Service Queensland Motorways Management Pty Ltd, PO Box 2125, Mansfield Qld 4122
    • calling the National Relay Service on 13 36 77 and asking for 13 33 31
    • calling the Translation and Interpreting Services on 13 14 50 and asking for 13 33 31.
  • 13. Notices and other documents

    Any demand or notice under any agreement you have with us (a TQ notice) will be served on you if:

    • it is served personally
    • it is left at the address for you in our records (if any) or your last known address to us
    • it is sent by mail to the address for you in our records (if any) or your last known address to us, if so it is deemed to have been delivered in the ordinary course of post, even if it never arrives, or
    • it is sent by facsimile transmission, email or other electronic means to any number or address you give us.

    We may serve court documents on you in the same way.

    You agree to receive TQ notices (including during suspension of your account, or following termination of this Agreement) electronically. We will send those TQ notices to the address or number you last provided to us.  Any TQ notice which is sent to you electronically will be deemed to have been received by you at the time at which it has been transmitted from our server or the service used by us to transmit the message.  For the avoidance of doubt, to the extent the provisions in this section are inconsistent with the requirements for the service of notices and documents issued pursuant to any legislation (e.g. the Transport Infrastructure Act 1994 (Qld)), the legislative requirements prevail.

Last updated 9 December 2019