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Changes to our Toll Credit Program

On 12 August 2020, we announced changes to increase the level of community support provided under our Toll Credit Program.

What’s changed?

  • The Toll Credit Program supporting customers who have been impacted by COVID-19 through unemployment, significantly reduced hours or income will be extended until 31 December 2020. Current recipients will be able to submit an application to continue to receive toll credits until the end of the year. More information about how to apply will be made available closer to the current end date (30 September 2020).
  • Eligible Frontline workers supporting the COVID-19 response during Stage 4 restrictions in Victoria can now also apply for the program to receive toll credits for the duration of Stage 4 restrictions. This change acknowledges the important contribution Frontline workers are making in high-risk environments during these challenging times. See below for full details and eligibility criteria.

Updated: 19 August 2020

Toll Credit program - Phase 2

The current program runs from 1 July through to 30 September 2020, providing up to 3-month’s toll credit to customers who have been impacted by COVID-19 through unemployment, significantly reduced hours or income. For eligible customers working on the Frontline, the toll credit will only apply for the duration of Stage 4 restrictions in Victoria (which commenced on 2 August 2020).

Where customers do not meet the full criteria for the program, but have been impacted by COVID-19, consideration will be given to applying a partial toll credit. Consideration will also be given on a case-by-case basis to waiving toll debt incurred during the COVID-19 period (from 1 April).

Applications for the program are now open.

Eligible customers are those impacted by COVID-19, including:

  • Customers who lost their job and are still unemployed
  • Customers who have experienced significantly reduced hours or income
  • Small business owners with up to 20 employees who have experienced significantly reduced income
  • Customers being supported by Linkt Assist whose situation has worsened – this will be assessed on a case-by-case basis
  • Frontline workers supporting the COVID-19 response during Stage 4 restrictions in Victoria who travel on CityLink, including:
    • Healthcare workers:
      • Registered healthcare practitioners working in hospitals, aged care or disability facilities
      • Registered medical practitioners and nurses working outside of hospitals
      • In-hospital workers
    • Aged and disability carers
    • Emergency service personnel:
      • Paramedics, ambulance officers and those involved in emergency patient transfer
      • Police and Fire Fighters
      • Frontline emergency services personnel directly dealing with high-risk people or environments with increased exposure to COVID -19

The toll credit applies to travel during the period of 1 July to 30 September (for eligible Frontline workers the toll credit will only apply for the duration of Stage 4 restrictions in Victoria). The toll credit will be applied directly to eligible customers’ accounts within a few days of travel. Tolls will continue to be charged to the account, but will be offset by the toll credit.

The toll credit applies to one vehicle per customer.

We ask that you submit documentation of your current employment status with your application. If you’re a Frontline worker supporting Stage 4 restrictions in Victoria, please include proof of employment such as a copy of your ID card, an application submitted via your work email address or a letter from your current employer.

If you have an eligible secondary contact on your account, they will need to submit a separate application.

Submit an application

Travel exclusions

Credits can only be applied to travel on certain roads operated by Transurban.

Roads which are not eligible for the scheme, include Eastlink (Victoria), M5 South-West Motorway (New South Wales), Sydney Harbour Bridge & Tunnel (New South Wales) and Toowoomba Bypass (Queensland). M5 trips are still eligible for Cashback, so if you have a valid NSW toll account, you can register for the M5 Cashback Scheme and if eligible claim back these trips. Find out more information on M5 Cashback.

For eligible Frontline workers in Victoria, the toll credit will only apply for CityLink trips taken during Stage 4 restrictions.

Common questions

Updated 19 August 2020

How does the Toll Credit Program (Phase 2) work?

The program will run from 1 July through to 30 September 2020, providing up to 3-month’s toll credit to customers who have been impacted by COVID-19 through unemployment, significantly reduced hours or income. Where customers do not meet the full criteria for the program, but have been impacted by COVID-19, consideration will be given to applying a partial toll credit. Consideration will also be given on a case-by-case basis to waiving toll debt incurred during the COVID-19 period.

Eligible Frontline workers in Victoria can apply for a toll credit for trips taken on CityLink during Stage 4 restrictions, which commenced on 2 August.

Applications for the program are now open.

What toll credits am I eligible for as customer working as a Frontline worker in Victoria?

Eligible Frontline workers in Victoria can apply for a toll credit for trips taken on CityLink during Stage 4 restrictions only, which commenced on 2 August and are expected to be in place until 13 September (this is subject to confirmation from the Victorian Government).

How will the toll credit work?

The toll credit will be applied directly to the eligible customer's account.

Customers applying part of the way through the open period may be eligible to receive a credit dating back to the beginning of Phase 2 of the program or beginning of Stage 4 restrictions (depending on the category of toll credit you’re applying for). Applications will be assessed on a case-by-case basis.

What documentation will I need to provide with my application?

One or more of the following:

  • Letter from your employer/previous employer on company letterhead
  • Copy of your JobKeeper application (Employee nomination notice or Eligible Business Participant nomination notice)
  • Copy of your JobSeeker application where separation reason is: COVID-19 (Unemployed customers only)
  • 2 x pay slips from pre-COVID-19 and 2 x recent pay slips (Reduced income only)
  • Frontline worker proof of employment, such as a copy of your ID card, an application submitted via your work email address or a letter from your current employer

Do I need to have a Linkt account to be eligible?

Yes. You need to have a valid Linkt account at the time you apply. Toll credits cannot be applied prior to the date the account was opened.

I am a Frontline worker—am I eligible for a toll credit?

Yes. If you are a Frontline worker supporting Stage 4 restrictions in Victoria and travelling on CityLink, you’re eligible. Eligible Frontline workers in Victoria can apply for a toll credit for trips taken on CityLink during Stage 4 restrictions, which commenced on 2 August.

How do I receive the toll credit?

To apply for the credit, complete the Linkt Assist form. Please note we will be considering every application that is submitted, so it may take us some time to get back to you.

When do applications open?

Applications opened on 1 July 2020. We will provide more information about how to apply for a toll credit for travel taken between 1 October and 31 December closer to the end date for Phase 2.

When do applications close?

Applications will close at the end of the program on 30 September 2020. We will provide more information about how to apply for a toll credit for travel taken between 1 October and 31 December closer to the end date for Phase 2.

What happens if I’m still experiencing financial difficulty after the program closes?

Our regular Linkt Assist program, has a range of support services available to help customers including more time to pay, fee waivers and payment plans. To apply, complete the Linkt Assist form. Please note we will be considering every application that is submitted, so it may take us some time to get back to you. Find out more about Linkt Assist.

I have two vehicles on my Linkt account. Can I receive a toll credit for both vehicles?

The toll credit applies to one vehicle per customer. If you have a secondary contact on your account, they may be eligible for toll credit however this will be assessed on a case-by-case basis. Your secondary contact will need to submit a separate application.

I am a Frontline worker and received toll credits as part of Phase 1 of the program. Will I automatically receive credits?

No. To receive credits for CityLink travel during Stage 4 restrictions in Victoria, you’ll need to reapply.

I am currently receiving toll credits as part of the Toll Credit Program (Phase 2), will I automatically receive toll credits until 31 December?

No. You’ll be able to reapply for an extension of toll credits at the end of the program if you’re still experiencing financial difficulties. Applications will open closer to the current program’s end date (30 September 2020).

I don’t qualify for JobKeeper and JobSeeker and am a casual worker/non-resident/temporary resident. Can I still receive some help?

Yes. You will need you to provide a letter from your employer noting that you have had your hours significantly reduced or lost your job as a result of COVID-19.

I’m working but my partner is unemployed, which is impacting our ability to meet our financial commitments. How can I receive support?

Set your partner up as a secondary contact on your account and then submit your application.

I’m a business owner. Am I eligible?

Yes, if your business has less than 20 employees. The toll credit applies to one vehicle per customer. If you have employees who have lost their jobs or had their hours reduced, they can make their own application. Support is available for larger businesses experiencing difficulty paying their tolls in the form of extended payment terms and payment plans.

I’m a professional driver (courier, chauffeur, taxi/Uber driver) and my hours have reduced significantly. Am I eligible?

Drivers who are directly passing the cost of tolls onto their customers are ineligible. If you’re experiencing difficulty paying, support is available from Linkt Assist.

I don’t meet the COVID-19 assistance criteria, but I am having difficulties paying for my tolls. Can I still access support from Linkt Assist?

Yes. Customers who meet the existing criteria for Linkt Assist will continue to receive support from the program. To apply, complete the Linkt Assist form. Please note we will be considering every application that is submitted, so it may take us some time to get back to you. Find out more about Linkt Assist.

Are the toll credits for Frontline workers supporting Stage 4 restrictions means tested?

No. However, our goal is to focus our community support on those who really need it during these challenging times. We ask people to consider this when deciding whether to apply.