Toll Credit Pass Customer Service Agreement

  • 1. About us
  • 2. This Agreement
  • 3. Your pass
  • 4. Paying for your tolls
  • 5. Using our roads
  • 6. Suspending or cancelling your pass
  • 7. Privacy
  • 8. Enquiries, complaints and disputes

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

    • have any questions
    • want to make a complaint
    • 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 if you have provided contact details 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 cancel 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 one of our roads 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.

    Our, us, we and Transurban Queensland
    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.

    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 'the vehicle' means the 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.
Last updated 16 May 2018