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Last updated: 9 December 2019
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
8. Enquiries, complaints and disputes
9. Changes to this agreement
12. Contact us
13. Notices and other documents
Queensland Motorways Management Pty Ltd (Transurban Queensland or TQ) is part of the Transurban Queensland Group, which operates and manages certain toll roads and provides tolling services for the State of Queensland (Department of Transport and Main Roads) in relation to certain other toll roads. The toll roads which Transurban Queensland operates and manages or provides tolling services for are listed and updated from time to time at linkt.com.au/brisbane. In this document, we refer to these toll roads as 'TQ tolled roads'.
Linkt and Linkt Brisbane are trademarks of Transurban Limited used under licence by Queensland Motorways Management Pty Ltd ABN 86 010 630 921.
This Agreement covers your Toll Credit Pass which we refer to as 'your pass'. It outlines your rights and obligations to us and our rights and obligations to you about your pass and the vehicle which is linked to that pass, which we refer to as 'linked vehicle'.
You can buy a pass at one of our participating retailers.
Visit linkt.com.au/brisbane for a list of retailers.
When you buy a pass in person at one of our participating retailers, you accept these terms and conditions by paying for that pass.
By default, your pass starts when you buy it (default start date) and ends 90 days after the start date (default end date). However, you can nominate a start date for your pass that is up to three days before the date you buy the pass.
Your pass ends when the first of these things happen:
The end date is three years after the start date for all passes valid as of 1 August 2018 or later.
You agree that this Agreement will apply to you on and from the date that your pass starts, even if that date is in the past.
When your pass ends, it is no longer valid. If you need to continue to use TQ tolled roads, then you need to apply for a new pass or make another arrangement to pay each toll incurred within three days of travel.
If a linked vehicle travels on TQ tolled roads after your pass ends, and no arrangement to pay that toll is made within three days of that travel, then the registered owner of that linked vehicle will receive a toll invoice (including a toll invoice fee) from us.
You select the value of your pass using pre-set dollar amounts to cover your trips. To find out more, you can:
Any unused value on the pass will be lost at the end date. You can't transfer the unused value to a new pass or other tolling product. We don't refund any unused value to you.
You must give us the details (including the Purpose of Use, if required) of a vehicle that you want to link to your pass. You need to make sure all details on your pass are correct at all times.
When you provide details of the vehicle, you agree that your pass will be charged for all tolls and fees incurred by that vehicle while your pass remains valid, even if you are not the driver of the vehicle at the time the tolls and fees are incurred (except to the extent you have notified us that the vehicle has been stolen).
By linking a vehicle to your pass, you confirm that you are the registered vehicle owner or that you have the permission of the registered vehicle owner to link the vehicle to your pass.
For the linked vehicle, you agree that you also consent, or have the consent of the registered vehicle owner, to us disclosing information to you about that vehicle's use of TQ tolled roads or compatible roads.
Only one vehicle can be linked to your pass.
You must ensure that all the details on your pass are correct at all times (including after a Registration Event).
If the details for the vehicle are wrong or change, then you can ask us to update those details by calling our Customer Contact Centre on 13 33 31.
If we don't have the correct details for the vehicle (especially the licence plate details) and that vehicle travels on TQ tolled roads, then we will not be able to identify the vehicle as linked to your pass and if this occurs we will not be able to charge your pass, and instead section 3.4 will apply.
After a Registration Event, if you do not update the details on your pass, it may result in higher tolls being charged to your pass, determined in accordance with section 4.1.
You can view the balance of your pass by logging onto your pass at linkt.com.au/brisbane and clicking on the 'Check my pass balance' link. When prompted, you need to enter the voucher number as provided by the participating retailer to access the information. You can also ask for your balance by calling our Customer Contact Centre on 13 33 31.
Please allow up to seven business days for the tolls and fees to be processed on the pass.
When you travel on TQ tolled roads we will charge tolls based on the class of vehicle, for each toll point that the vehicle passes. The class of a vehicle depends on the type of vehicle and its Purpose of Use (which will be 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). We may contact the relevant road authority in the State that any linked vehicle is registered to confirm the class and Purpose of Use of your vehicle.
For travel on roads for which we provide tolling services on behalf of the State, tolls will be determined by the State.
See section 5.1 for more details.
The vehicle may be associated with more than one valid tolling product (eg, an account and a Toll Credit Pass) when it travels on TQ tolled roads. We apply the tolls, fees and charges in this order:
If there are multiple passes linked to the vehicle at the time of travel, the pass with the earliest expiry date will be charged.
If there are multiple accounts linked to the vehicle at the time of travel, the account to which the vehicle was most recently linked will be charged.
If we incorrectly charge a toll or a fee to your pass for a trip on TQ tolled roads, we will refund that toll or fee to you within a reasonable time after:
A toll or fee is not incorrectly charged by us if we charge you in accordance with section 4.1.
It is your responsibility to update your details in accordance with section 3.8.
When a linked vehicle travels on TQ tolled roads, and your pass is valid at the time of that travel, we charge your pass:
The tolls and fees that apply to TQ tolled roads and toll products may change from time to time. The toll amount depends on the class of the vehicle that travels on TQ tolled roads. We may offer discounts, promotions and other special offers from time to time. These offers are subject to change, and may be altered or discounted at our discretion.
To find out the current tolls and fees, you can:
Your pass can only be used on the TQ tolled roads listed at 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.
Your pass may be cancelled before it would usually end if you ask us to cancel it, by calling our Customer Contact Centre on 13 33 31.
We may cancel your pass if you breach this Agreement or as set out in clause 6.3.
When your pass is cancelled, it is no longer valid and section 3.4 will apply.
We may suspend or close your pass if we reasonably believe your pass or any card linked to your pass or use of your pass:
We may suspend or cancel your pass if you do not cooperate with any investigation in relation to your pass regarding suspected fraudulent, illegal dishonest or malicious behaviour, or if you refuse to confirm your identity in response to a request made by us in connection with any suspected fraudulent, illegal, dishonest or malicious behaviour.
We hold electronic or other records about you and each of your tolling products. Those records include the following details:
You agree that we can collect, use and disclose your personal information:
It also explains how you can access the personal information we hold about you and ask us to correct it.
You should contact us about your pass or this Agreement if you:
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 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.|
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 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).
You may have rights as a consumer under the Australian Consumer Law. Nothing in these terms limits or excludes our liability:
If we find that you have been incorrectly charged a toll or fee, our liability to you will be limited to refunding that overpaid toll or fee to you.
You acknowledge and agree that:
From time to time, maintenance or other work may need to be completed on TQ tolled roads or a compatible road. That work may disrupt traffic flows on those roads. We will try to minimise these disruptions.
Except as set out in section 10.1, Transurban Queensland and the Transurban Queensland Group are not liable to you, any person who drives a linked vehicle or any other road user or any person claiming through you in relation to:
You may not assign this Agreement to any person.
This Agreement is governed by the law of Queensland.
If any part of this Agreement is void, unenforceable or illegal, that part will be severed from this Agreement and the remainder of this Agreement will remain in full force and effect.
Where we provide tolling services for the State of Queensland in respect of a road, we are not the operator or manager of that road.
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 linkt.com.au/brisbane. The class is used to determine the applicable toll charge for that vehicle.
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 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.
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 linkt.com.au/brisbane for a list of retailers.
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.
You may contact us through any of these ways:
Any demand or notice under any agreement you have with us (a TQ notice) will be served on you if:
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.