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Incorrect charges for some ACT/NSW motorists  

14 August 2025

We’re aware some motorists in the ACT have been incorrectly charged for trips taken on NSW toll roads. We’re sorry for these errors and are taking immediate action to fix the incorrect charges.  

The impacted motorists share the same licence plate as a corresponding NSW vehicle, which has led to incorrect identification of the vehicle in a small percentage of cases. The issue relates to travel on NSW toll roads where an active tag has not been detected in the vehicle. 

More than a million trips are processed on NSW toll roads each day and the vast majority of trips are billed correctly. However, we understand the importance of getting every trip right and we’re sorry for the inconvenience and concern these errors have caused. 

You can call us on 1300 381 570 between 9am and 5pm, Monday to Friday if you’ve been impacted by this issue. For any other queries, please call our Customer Care team on 13 33 31. 

What are we doing to fix the issue? 

We’re providing full refunds for impacted customers, plus an additional payment which recognises the inconvenience caused and time taken to resolve. If you think you’ve been charged for a trip you didn’t take, please contact us on 1300 381 570 so we can resolve the matter. 

We are developing additional technical safeguards to minimise the risk of this happening in the future. 

We’re also working closely with Transport for NSW and Access Canberra to address the challenges associated with duplicate licence plates in circulation. 

What do I need to do? 

If you think you’ve been charged for a trip you didn’t take, we’re here to help. Please contact us on
1300 381 570 so we can resolve the matter promptly. We’re providing full refunds for impacted customers plus an additional payment which recognises the inconvenience caused and time taken to resolve.

FAQs

  • Why has this happened?

    Some vehicles in the ACT share the same licence plate as a NSW vehicle. In most cases, the issue relates to NSW licence plates that begin with the letter “Y,” which is also the predominant format used in the ACT. In some situations, this can result in an increased risk of incorrect toll charges where vehicles are travelling on toll roads without an active tag. 

  • How does Transurban detect vehicles on toll roads? 

    We predominantly identify vehicles on toll roads by detecting their Linkt/E-Toll tag. If an active tag is not detected in the vehicle, we use a mix of automatic licence plate recognition technology and manual image review. This process is supported by logic that takes into account vehicle and trip history, and other characteristics, to improve charging accuracy.

    More than a million trips are processed on NSW toll roads each day and the vast majority of trips are billed correctly.

  • How will I know if I’m impacted?

    You can review your recent trips on the Linkt app or website, or refer to your quarterly statement. If you think you’ve been charged for a trip you didn’t take, we’re here to help. Please contact us on 1300 381 570 so we can resolve the matter promptly. We’re providing full refunds for impacted customers plus an additional payment which recognises the inconvenience caused and time taken to resolve. 

  • I have been charged for a trip I didn’t take – what do I do? 

    Please contact us on 1300 381 570 so our team can help resolve the situation. We’re providing full refunds for impacted customers plus an additional payment which recognises the inconvenience caused and time taken to resolve. 

  • What is Transurban doing to prevent this happening again?

    We are developing additional technical safeguards to reduce the risk of this happening in the future. This includes additional manual review of licence plate images and progressively making a range of enhancements to our systems to further improve accuracy. 

    We’re also working closely with Transport for NSW and Access Canberra to address the issue and the challenges associated with the volume of duplicate licence plates in circulation. 

  • I have received a toll notice(s) for trips I didn’t take – what should I do? 

    Please contact us on 1300 381 570 so our team can review the notice and correct any errors. We’re providing full refunds for impacted customers plus an additional payment which recognises the inconvenience caused and time taken to resolve. 

  • I have previously contacted Linkt in the past about an incorrect charge and didn’t receive any additional payment? 

    Please contact us on 1300 381 570 so we can apply the additional payment which recognises the inconvenience caused and time taken to resolve. 

  • I have previously received a credit on my account but want a cash refund – what should I do? 

    Please contact us on 1300 381 570 and we can organise a cheque refund or a refund through your existing Linkt account using your automatic top up payment method.