Effective from: 1 November 2023 | Print as PDF
1. Your agreement with Us
2. What to do before using CityLink and Eligible Toll Roads
3. Use and disclosure of your information
4. Travel with or without a Tag
5. How tolling works
6. When You should contact Us
7. Charging Tolls to Your Account
8. Payment to open Your Account
9. Additional fees and payments
11. Payment of Your Account
12. When is a payment made?
13. Questions, disputes and complaints
14. Changing this agreement
15. Suspension or cancellation
16. When this agreement ends
19. Online Services
22. Amounts, Fees and Charges
This service is provided by CityLink Melbourne Limited ABN 65 070 810 678 under the brand, Linkt.
Linkt and Linkt Melbourne are trade marks of Transurban Limited ABN 96 098 143 410 used under licence by CityLink Melbourne Limited ABN 65 070 810 678.
This agreement details Your rights and obligations for use of CityLink and, in some circumstances, Eligible Toll Roads. The agreement begins when You accept the agreement by:
A Linkt Postpaid account cannot be used for a Taxi. Consider opening a Prepaid Account or Commercial Account if you are a taxi driver / owner.
You must do the following things before using CityLink and Eligible Toll Roads
Linkt Registration only takes effect when Your vehicle is actually recorded as registered on the Linkt Register. Although We may contact you using the contact details provided or signal Your Tag to beep to inform You about certain events which affect the Linkt Registration of Your vehicle, You are responsible for making sure that the Linkt Registration of Your vehicle or any vehicle that You drive on CityLink and Eligible Toll Roads is not suspended or cancelled.
At Transurban, we take privacy seriously. We collect your personal information under this agreement in order to operate our tolling system, to calculate and charge tolls when you travel on CityLink and other Eligible Toll Roads, and to manage your account and to improve our products and services (including by conducting surveys about your recent experiences). If we do not do this then you may not have a valid basis to travel on CityLink or other Eligible Toll Roads, and you may commit an offence if you do so.
We will share your information with service providers and partners who we work with in connection with our business, operators of other Eligible Toll Roads, government authorities (such as authorities responsible for the operation of roads and vehicle registration), and incident response and emergency services providers.
You can opt-out or unsubscribe from receiving these types of promotional communications by:
You agree that these commercial electronic messages do not need to contain a functional unsubscribe facility and You will instead use one of the other above methods to unsubscribe.
Unsubscribing will not stop other service related communications from Us, such as administrative alerts in relation to Your Account and notifications of road closures.
You can elect to:
You can manage Your Tag preferences through Your Linkt Account. Please refer to clause 5 to understand the requirements for each option.
Travelling with a Tag
If You have elected to use a Tag, You must:
If You have a Tag, each time Your vehicle fitted with Your Tag passes through a Toll Zone, Your Tag should "beep".
You should contact Us as soon as possible if you experience any Tag issues, or if Your Tag is lost, stolen or damaged.
Without a Tag
If You have elected to travel without a Tag, We will use video matching technology to identify Your Trips and charge the relevant Tolls and the Video Matching Fee to Your Account which may be based on Your Linkt Registration or the observed Class of Your vehicle.
Travel on CityLink
We will operate the CityLink electronic tolling system to detect vehicles that make Trips on CityLink by identifying Your Tag or the vehicle's Registration Number. We will charge the relevant CityLink Tolls and any applicable Video Matching Fee to Your Account which may be based on Your Tag, Your Linkt Registration or the observed Class of Your vehicle. You are also responsible for the Tolls or fees incurred by any vehicle that You drive on CityLink, whether or not it is a Nominated Vehicle.
Travel on Eligible Toll Roads
Other Eligible Toll Road operators may operate electronic tolling systems on their toll roads to detect vehicles that make Trips on those toll roads by identifying the Tag or the vehicle's Registration Number. The Eligible Toll Road operator will send Trip data and the relevant Tolls to Us so We can charge those Eligible Toll Road Tolls (and any fees if applicable) to Your Account. We will charge those amounts determined as payable by the Eligible Toll Road operator and We are not responsible for confirming the accuracy of that information.
Motorcycles are not required to carry a Tag. Motorcycle Trips are video tolled and do not incur Video Matching Fees on CityLink.
You should contact Us as soon as possible if:
If You do not make contact when required
To avoid having Your Account suspended or Your vehicle removed from the Linkt Register due to Automatic Payment failures, please contact Us as soon as You become aware of any problem that may prevent Us from drawing Automatic Payment under this agreement. You can do this through our website or app or by contacting Us.
If Your Nominated Vehicle or Tag is stolen or lost
We will not charge Tolls to Your Account if after You have notified both the police and Us that:
We will resume charging Tolls to Your Account when You notify Us or We become aware that You have recovered the stolen Nominated Vehicle, lost or stolen Tag, or stolen Number Plate. You must provide a copy of any relevant police report, a statutory declaration or an insurance claim if We request it.
You will be charged Tolls for using CityLink which are set in line with the Act. CityLink Toll prices are available on Our website or upon request. If You have given Us incorrect information about the Class of Your Nominated Vehicle(s) or other vehicle(s) You drive on CityLink, We may charge You the applicable Tolls based on the vehicle's correct Class.
You will be charged Tolls for using other Eligible Toll Roads which are set by the relevant Eligible Toll Road operator. Current Toll prices are available from the relevant Eligible Toll Road operator.
We will charge a Toll to Your Account when one or more of Your Nominated Vehicles, Your Tag or the Number Plate of Your Nominated Vehicle is detected in a Toll Zone or on an Eligible Toll Road, subject to clause 18.
For each Trip that a Nominated Vehicle is detected on CityLink, We will only debit Tolls to the Account up to the Trip Cap.
When opening account or adding a vehicle to Your account, You can cover recent trips made with Your Nominated Vehicle by selecting a date up to 9 days ago. This applies to trips made on all toll roads in Melbourne, Sydney and Queensland, except for Eastlink (VIC), and the Sydney Harbour Bridge and Tunnel (NSW). Please make sure You have a valid arrangement in place before You travel on Eastlink and Sydney Harbour Bridge and Tunnel as Your Linkt account cannot cover past travel made on these toll roads. Learn more about covering past trips here.
If Your Nominated Vehicle is linked to another Account, and Your Nominated Vehicle is detected on an Eligible Toll Road without Your Tag being detected, We may choose which Account will be charged with the Tolls and any applicable fees from that Trip.
We will charge Tolls and any Video Matching Fee to Your Account:
If We have sent You a Toll Invoice in respect of any Trip(s), We may charge the applicable Toll(s) and Toll Administration Fee(s) to Your Account if the Toll Invoice remains unpaid after 28 days.
You must pay Us the Start Up Fee when You open Your Account, so that We may cover costs associated with the opening of Your Account. The Start Up Fee is non-refundable and cannot be transferred to another Account.
If You use CityLink and other Eligible Toll Roads without Your Tag being detected
For each Trip that Your Nominated Vehicle is detected without Your Tag being detected, We may, as well as charging You Tolls, debit a Video Matching Fee to Your Account, unless We are responsible for the failure to detect Your Tag. Motorcycles are not required to carry a Tag. Motorcycle Trips are video tolled and do not incur Video Matching Fees on CityLink.
If You use CityLink and other Eligible Toll Roads in a Nominated Vehicle with a different Class
If a person uses CityLink or other Eligible Toll Roads in a vehicle or Tag linked to Your Account which is of a different Class from that registered, We may debit the appropriate Tolls and applicable fees to Your Account. It is Your responsibility to confirm that Your vehicle is registered in the correct Class at all times.
Tag Non-Return Fee
You must pay Us the Tag Non-Return Fee if Your Tag is lost, stolen, damaged, or You do not return Your Tag to Us when We require You to do so.
Payment Card Surcharge
Where You pay Your Account via an accepted credit card or debit card, You may be charged a Payment Card Surcharge on the amount paid.
We may apply any outstanding fees, Tolls or charges in relation to this Account to any other Linkt account You may have.
If You have an outstanding Account Balance from another Linkt account, We may credit or debit that amount to this Account.
When You agree to additional payments
We may charge to, or debit from, Your Account any fee, tax, charge, or amount if You have agreed to pay, or You owe Us that fee, tax, charge or amount under this agreement.
Travel on Eligible Toll Roads
We may debit the relevant Tolls and fees charged by other Eligible Toll Roads from Your Account when Your Tag or Nominated Vehicle is detected on those Eligible Toll Roads.
Toll Administration Fee
If You receive a Toll Invoice You agree to pay any applicable Toll Administration Fee(s).
All copies of Your statements can be accessed by logging in to Your account.
You can choose to have the following statements:
Detailed Statement Fee
One-off Detailed Statement Fee
Tolls, Fees and charges are charged by Us to Your Account on a daily basis if you have travelled on an Eligible Toll Road. When Your Account Balance is below $0 Your Account will be automatically topped up by Us drawing the amount required to return Your Account Balance to $0 by Automatic Payment from Your Bank account or an accepted credit / debit card.
You must keep your Account Balance at $4,999 or below at all times. If your Account Balance reaches $5,000 or above, we will immediately contact you and will refund you the amount required to bring your Account Balance to below $5,000.
Payments are treated as made when We receive them.
We will receive Your Automatic Payment when it is credited successfully to Our Bank account.
Where You pay Your Account via an accepted credit card or debit card, You may be charged a Payment Card Surcharge on the amount paid. If a payment is not made successfully, We may debit the Dishonour Fee to Your Account unless the unsuccessful payment is Our or Our Bank's fault.
We may at Our discretion accept late or part payments or any payment described as being in full or in part settlement of a dispute. If We do so, We will not lose any of Our rights under this agreement. We may allocate any such payment against any money You owe Us as We deem necessary.
If You have a dispute or wish to make a complaint about the Linkt Registration of Your vehicle or a payment or an amount debited, credited or not credited to Your Account, You should contact Us. A customer service officer will provide a response with reasons as soon as possible.
If You believe that Your dispute or complaint has not been properly addressed, You have the right to have the issue reviewed by Our Customer Resolutions team who will provide a response with reasons.
If You are still not satisfied with the response, You may take Your complaint to the TCO Tolling Customer Ombudsman. If You believe there is an error (including Trips, fees and charges) in Your Statement, We require You to tell Us of any errors or discrepancies promptly.
Where You dispute Your Account Balance, We may (at Our discretion):
We may change any of the terms of this agreement by publishing the changes or a new agreement at linkt.com.au/melbourne. We will take reasonable steps to notify You beforehand of any material changes to the terms of this agreement via the contact details You have provided to Us.
If You are not satisfied with any changes to the terms of this agreement, You can close Your Account (see clause 15).
A change to the Tolls for using the Eligible Toll Roads is not a change to this agreement and therefore this clause does not apply. Tolls are determined in line with the relevant legislation and are published to the linkt.com.au/melbourne website at least 10 business days before the change to the Tolls comes into effect.
A change to the Video Matching Fee is not a change to this agreement and therefore this clause does not apply. The Video Matching Fee for Trips on CityLink is determined by Us and will be published to the linkt.com.au/melbourne website at least 10 business days before the change to the Video Matching Fee for Trips on CityLink comes into effect. The Video Matching Fee for Trips on EastLink is determined by ConnectEast Pty Ltd.
If Trips are made by vehicles that are suspended or cancelled from the Linkt Register, You will not have a valid arrangement to make Trips and You may commit an offence and receive a Toll Invoice or if the Toll Invoice remains unpaid, an Infringement Notice.
The Linkt Registration of Your vehicle is suspended or cancelled when We record it as suspended or cancelled on the Linkt Register or remove it from the Linkt Register.
We may suspend or cancel the Linkt Registration of all Your Nominated Vehicles if:
Notice prior to suspension or cancellation
If We have reason to suspend or cancel the Linkt Registration of Your vehicle, We will make reasonable attempts to contact You, via the contact details You have provided, prior to any such suspension or cancellation becomes effective.
Notice of suspension or cancellation when travelling with a Tag
If We have suspended or cancelled the Linkt Registration of Your vehicle, We will send a signal to Your Tag to give 4 beeps each time Your Tag device passes through a Toll Zone on CityLink. You agree that this is a reasonable method of notice for Us to use.
If We have suspended or cancelled the Linkt Registration of Your vehicle, We may try to notify You via the contact details You have provided.
Notice of suspension or cancellation when travelling without a Tag
If We have suspended or cancelled the Linkt Registration of Your vehicle, We will try to notify You via the contact details You have provided.
How You may cancel Your Account
You may end this agreement at any time by giving Us notice that You want to close Your Account. We will contact You to let You know that the Linkt Registration of the Nominated Vehicles linked to Your Account is cancelled.
Using Eligible Toll Roads after cancellation or suspension of your Linkt Registration
If You do not re-register Your vehicle with Us, do not make alternative arrangements to pay Tolls through another service provider, and Your vehicle is detected on any Eligible Toll Road after its Linkt Registration has been suspended or cancelled, the driver of that vehicle may commit an offence and You may receive a Toll Invoice or, if the Toll Invoice remains unpaid, an Infringement Notice. Failure to comply with an Infringement Notice is an offence.
If the Linkt Registration of all Nominated Vehicles linked to Your Account is cancelled, then within 10 Business Days of being contacted about the cancellation, You must:
Provided You have met the above requirements, We will refund any Remaining Account Balance within 10 Business Days after Your Account has been formally closed (which could take up to 21 days after Your Account is cancelled) as follows (and in the following order):
This agreement will end 20 Business Days after the Linkt Registration of all of Your Nominated Vehicles have been cancelled. The ending or cancellation of this agreement for any reason does not affect any rights that either You or We have against each other which arose at or before the end or cancellation of this agreement.
To the maximum extent permitted by law, We are not liable (whether in contract, tort, under statute or otherwise) for any loss (including consequential loss or loss of profit), damage or expense that You or any other person incurs arising directly or indirectly from Your use of CityLink or any Eligible Toll Road, Your installation, use or removal of the Tag or the Holder or anything else in connection with this agreement, except to the extent that the loss, damage or expense was caused by Us, or as a result of our negligence or breach.
This agreement does not affect any rights, liabilities and responsibilities arising at law, including under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010) (ACL), unless otherwise provided under this agreement.
Where liability cannot be excluded, any liability incurred by Us in relation to the use of CityLink or any Eligible Toll Road, Your installation, use or removal of the Tag or the Holder or this agreement is limited to the extent provided for by the ACL.
Ownership of the Tag and licence to use it
You do not own any Tag linked to Your Account or provided to You. We will license You to use the Tag linked to Your Account in line with this agreement.
You must return the Tag to Us within 10 Business Days after We ask You to return it or within 5 Business Days after We ask You to return it if We have suspended the Linkt Registration of Your Nominated Vehicles.
This agreement is the entire agreement
This agreement is the entire agreement about the Linkt Registration of Your Nominated Vehicle, Your Account, Tag and the other matters covered by this agreement.
Notices (which include any written communications or statements) may be:
A notice given to You is also taken to be given to the drivers and owners of all vehicles using a Tag linked to Your Account and each Nominated Vehicle which is linked to Your Account. Notices to Us may be sent or delivered:
Notices take effect from the time they are received unless a later time is specified. Notices by Tag beeps are taken to be received when We signal the Tag to beep.
If notices are sent by post, they are taken to be received on the expiration of 3 Business Days after the date of posting. If notices are left at Your Address, they are taken to be received on the day of delivery if delivered before 4 pm on a Business Day and otherwise on the next Business Day.
If notices are sent by email or SMS, they are taken to be received on the day of sending.
For any general enquiries please contact Us.
If any part of this agreement is illegal or unenforceable it will not apply
Any provision of this agreement must be read down to the extent necessary to prevent that provision or this agreement from being invalid, voidable or not enforceable in the circumstances.
If a provision of this agreement is still invalid, voidable or not enforceable, the relevant word, words or provision will be deleted, and the rest of this agreement will continue to be fully enforceable.
You will not earn interest on any credit Account Balance or amount You pay Us under this agreement.
Waiving breaches of this agreement
Unless otherwise expressly provided by this agreement, a party does not waive a right, power or discretion just because it:
A waiver of one breach of a provision of this agreement does not operate as a waiver of another breach of the same provision or any other provision. A right of Ours created under this agreement may only be waived in writing signed by Us.
Representations and warranties
You represent and warrant to Us that:
Recovery of costs
We may request that You pay Us an amount equal to any costs (including legal costs) reasonably incurred by Us in recovering a debt from You in court.
In this contract unless the contrary intention appears:
Your Linkt account including any Tags and Nominated Vehicles linked to the Account.
The Melbourne City Link Act 1995 (Vic) as substituted, amended or varied from time to time.
Means the total of all of the payments (and other amounts) which have been credited to Your Account less any Toll, Fee, tax, charge or other amount which is debited to Your Account;
The last mailing address advised to Us by You.
A standing authorisation for Your payment given by You to Us over:
Any bank or financial institution, including a credit card provider, authorised to carry on banking or financial business within Australia.
Any day which is not a Saturday, Sunday or public holiday in Melbourne.
The Link road and Extension road as defined in the Melbourne City Link Act 1995 (Vic) and any part of those roads.
A Motorcycle, Car, Light Commercial Vehicle or Heavy Commercial Vehicle as defined in the Toll Calculation Schedule in the Concession Deed. For more information on vehicle class, refer to Our website.
Has the meaning given to 'the Agreement' in the Act.
Eligible Toll Road
CityLink and those Australian roads, bridges, tunnels or locations on which a Toll is levied for the passage of vehicles and for which You can use Your Account to pay that Toll. For further details, please refer to Our website.
The device which will be attached to the windscreen to hold the Tag.
A fine or other financial impost issued by an enforcement agency of the relevant State government to the registered owner or nominated driver of a vehicle. Infringement Notices may be issued when full payment of a Toll Invoice has not been received by the relevant due date.
The register of vehicles established and maintained by Us under section 73A of the Act.
The registration by Us of Your vehicle on the Linkt Register.
Has the meaning given to 'Motor Cycle' in the Toll Calculation Schedule.
A vehicle which You have asked Us to link to Your Account and which is registered on the Linkt Register.
The physical plate which contains the vehicle's Registration Number.
The combination of numbers, letters or numbers and letters on the Number Plate of Your Nominated Vehicle, as assigned to that vehicle by the relevant registration authority (e.g. DoT).
Remaining Account Balance
The total of any credit Account Balance You have left, excluding the amount of the Start Up Fee, after all outstanding fees, taxes, Tolls, Toll credits, charges and any other amounts You owe Us are deducted. Toll credits cannot be redeemed for cash.
The Start Date is the date on which Your Account is opened.
The transponder device licensed to You for the duration of this agreement.
Toll Administration Fee
A Toll Administration Fee calculated in accordance with the Act or, in relation to an Eligible Toll Road other than CityLink, such equivalent legislation that applies in relation to that Eligible Toll Road.
This fee may be payable if You receive a Toll Invoice.
Toll Calculation Schedule
Has the meaning given to that term in the Concession Deed.
A request for payment issued to the registered owner or nominated driver of a vehicle for travel on CityLink or another Eligible Toll Road. Toll Invoices are issued by Us or another Eligible Toll Road operator and may include Tolls and Toll Administration Fees.
TCO Tolling Customer Ombudsman
Means the ombudsman for the tolling industry and the contact details can be obtained from Our website.
Tolls are the amount payable for travel on CityLink and other Eligible Toll Roads.
CityLink Tolls are set in accordance with the Toll Calculation Schedule and may be updated quarterly. The full details appear in the Victoria Government Gazette. Tolls on CityLink vary depending on the Class of the Nominated Vehicle. It is Your responsibility to ensure that each of Your Nominated Vehicles is registered in the correct Class at all times.
Current Toll prices for other Eligible Toll Roads are available from the relevant Eligible Toll Road operator.
A part of CityLink specified to be a Toll Zone under the Act.
Transurban Credit Reporting Policy
The Transurban Credit Reporting Policy available from Our website.
The driving of a vehicle in one direction in one or more Toll Zones uninterrupted by exit and subsequent re-entry of CityLink other than travel directly between the Southern Link and the Western Link. For EastLink, a Trip will be as defined in the EastLink Project Act (2004). For other Eligible Toll Roads, a Trip will be defined by each Respective Eligible Toll Road operator.
The maximum Tolls which will be debited to Your Account for each Trip. The amount is determined by Us in line with the Act or, if applicable, by an operator of another Eligible Toll Road in respect of Trips on that Eligible Toll Road.
We, Our or Us
CityLink Melbourne Limited (formerly Transurban City Link Limited) ABN 65 070 810 678, including the successors, contractors, assignees, employees, agents and nominees of CityLink Melbourne Limited.
You, the customer, who has opened the Account with Us and Your properly authorised agents.
Fees and charges applicable to Your Account are detailed on the Postpaid Account fees page.
Please note that these fees exclude toll pricing. View current toll costs.