Road Pass Customer Service Agreement

Last updated: 1 November 2023 | Print as PDF

Jump to: 

1. About us
2. This agreement
3. Your information and contacting you
4. Your Pass
5. Paying for your tolls
6. Our Tags
7. Using TQ tolled roads
8. Suspending and closing your account
9. Enquiries, complaints and disputes
10. Changes to this Agreement
11. Liability
12. Definitions
13. Contact us
14. Notices and other documents

 


1. About us

 Back to top

2. This agreement

 Back to top

3. Your information and contacting you

 Back to top

4. Your Pass

 Back to top

5. Paying for your tolls

 Back to top

6. Using TQ Tolled roads

 Back to top

7. Travelling on compatible roads

No use of pass on compatible roads

Your pass can only be used on the TQ tolled roads listed on linkt.com.au/brisbane and not on most compatible roads. For clarity, your pass can be used on toll roads in relation to which we provide tolling services for the State of Queensland.

 Back to top

8. Suspending and cancelling your pass

 Back to top

9. 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 13.

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 www.tollingombudsman.com.au 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.

 Back to top

10. 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 linkt.com.au/brisbane. We will also try to notify you beforehand via the 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 cancel your pass at any time (see section 8).

 Back to top

11. Liability

 Back to top

12. Definitions

Australian Consumer Law
The Australian Consumer Law set out in Schedule 2 of the Competition and Consumer Act 2010 (Cth).
Class
The class of vehicle is defined in Queensland, Queensland Government Gazette, No 73, 31 March 2011, and listed at linkt.com.au/brisbane. 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 Road 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 linkt.com.au/brisbane 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 Pty Limited ACN 150 265 197 and its related bodies corporate (as defined in the Corporations Act 2001 (Cth)).
Toll invoice
A toll invoice is a notice requiring payment of the relevant toll, video matching fee and a toll invoice fee.
Vehicle
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.
You
The customer who applies for a pass under this Agreement.

 Back to top

13. Contact us

You may contact us through any of these ways:

  • visiting linkt.com.au/brisbane
  • calling 13 33 31
  • writing to Customer Service Queensland Motorways Management Pty Ltd, Level 39, 300 George Street, Brisbane QLD 4000
  • calling the National Relay Service on 13 36 77 and asking for 13 33 31
  • calling the Translation and Interpreting Service on 13 14 50 and asking for 13 33 31.

 

 Back to top

14. 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, or
  • 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.