Road Pass Customer Service Agreement
Last updated: 1 November 2023 | Print as PDF
1. About us
- Transurban Queensland
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
Linkt and Linkt Brisbane are trade marks of Transurban Limited used under licence by Queensland Motorways Management Pty Ltd ABN 86 010 630 921.
2. This agreement
- What it covers
This Agreement covers your Road 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 each vehicle which is linked to that pass, which we refer to as 'linked vehicles'.
- Your rights and obligation
- your right to travel on TQ tolled roads
- your obligation to ensure you provide us with your contact details including your name, email address, linked vehicle details, mobile phone number and a valid credit card with available funds to enable us to deduct tolls, fees and charges you incur
- your obligation to keep your details up-to-date (e.g. means of contact and Registration Events)
- your obligation to pay all outstanding tolls, fees and charges when your pass expires or is cancelled
- your obligation to drive lawfully on TQ tolled roads.
- Our rights and obligations
- our right to charge tolls, fees and charges to your pass when a linked vehicle is used on TQ tolled roads in Queensland
- our right to take action if you don't meet your obligations under this Agreement (which may include cancelling your pass or combining the balance of your pass with the balance of any other passes or accounts you may have with us)
- our right to record and use the personal information you give us so we can correctly process your tolls, fees and charges
- our obligation to treat your personal information in accordance with our Privacy Policy.
3. Your information and contacting you
- Use and disclosure of your information
At Transurban Queensland, 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 TQ tolled roads and compatible 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 TQ tolled roads or compatible 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 compatible roads, government authorities (such as authorities responsible for the operation of roads and vehicle registration), and incident response and emergency services providers.
We will also collect, use and disclose your information for the purposes set out in our Privacy Policy and our Credit Reporting Policy. Those documents provide further information about our management of your personal information more generally and we encourage you to read them carefully. In particular, those policies provide information about how you may seek access to or correction of your personal information, about how you can make a privacy complaint (and how we will deal with such complaints), and about any circumstances in which we may disclose your information outside Australia.
- Contacting you
You agree to us contacting you via email, SMS or other means. We set out more information in our Privacy Policy.
You can opt-out or unsubscribe from receiving promotional communications by:
- replying STOP to the communication, or following the unsubscribe link in the communication, if applicable; or
- changing your account settings; or
- contacting us at https://www.transurban.com/contact-us.
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.
When you unsubscribe, you will be unsubscribed only from the specific types or channels for receiving promotional communications (eg SMS or email) of the type responded to or specified. 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 access a copy of our Privacy Policy electronically at linkt.com.au/brisbane or by contacting us (see section 13 for our contact details).
4. Your Pass
- Applying for a pass
You can apply for a pass by:
- completing an electronic application at linkt.com.au/brisbane, or
- calling our Customer Contact Centre and giving us the relevant details.
- Acceptance of your application
If... Your application is accepted... You apply online When you accept this Agreement electronically at linkt.com.au/brisbane You apply over the phone When you verbally accept this agreement - When your pass starts and ends
You can nominate a date for your pass to start and end. You can select a start date that is up to three days before your application is accepted and an end date that is up to 30 days after the start date. 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.
If you don't nominate a start date, then the pass starts when your application is accepted (the default start date) and ends 30 days later (the default end date).
Your pass ends by expiry (on the end date) or by cancellation. See section 8.2 for more details.
- After your pass ends
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.
- Linking vehicles to your pass
You must give us the details (including the Purpose of Use, if required) of each vehicle that you want to link to your pass. We will then link those vehicles to your pass. You may have multiple linked vehicles on your pass. You need to make sure all details for each linked vehicle on your pass are correct at all times (eg, vehicle details and credit card details).
When you provide details of the linked vehicles, you agree that your pass will be charged for all tolls, fees and charges incurred by those linked vehicles while your pass remains valid, even if you are not the driver of the linked vehicle at the time the toll, fees and charges are incurred (except to the extent you have notified us that the linked 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 all linked vehicles, 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.
- Correct details
You must ensure that all the details on your pass are correct at all times (including after a Registration Event).
In particular, you must ensure that the details of the linked vehicles on your pass are correct. If the details for your linked vehicles recorded on our system are wrong or change, then you are responsible for updating those details either by:
- correcting those details yourself by logging onto your account at linkt.com.au/brisbane, or
- asking us to correct those details by calling our Customer Contact Centre on 13 33 31.
If we don't have the correct details for the linked vehicle (especially the licence plate details) and that vehicle travels on TQ tolled roads, then we will not be able to identify that vehicle as linked to your pass. If this occurs we will not be able to charge your pass, and you will need to apply for a new pass or make another arrangement to pay each toll incurred within three days of travel on TQ tolled roads.
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 5.1.
- Access to your pass
You need to register a username and password when you apply for a pass if you wish to access your pass online. You can access your details and your pass information by logging onto your pass using your username and password at linkt.com.au/brisbane.
- Your login details
You can use your username and password to access your details and your pass information at linkt.com.au/brisbane. Make sure you keep your login details secure.
If you have provided an email address, when your pass ends we will email you a copy of your statement which shows all transactions made on your pass since it started.
- Confirming your identity
If you call us about your pass, we will confirm your identity by asking you some questions.
- Your login details
5. Paying for your tolls
- How we charge
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.
For travel on other compatible roads, tolls, fees and charges will be determined by the operator of the compatible road.
See section 6.1 for more details.
- Applying tolls, fees and charges when there is more than one valid tolling product
A linked vehicle may be associated with more than one valid tolling product (eg, an account and a Road Pass) when it travels on TQ tolled roads. We apply the tolls, fees and charges in this order:
- to a Prepaid or Commercial account or an account issued by a compatible road operator, if we detect a tag linked to one of those accounts which is valid at the time of travel
- to a pass or an account in the order listed below, if we don't detect a tag at the time of travel or are unable to charge the account associated with a detected tag:
- Toll Credit Pass
- Road Pass
- Prepaid or Commercial account.
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.
- to a valid pass or account with a compatible road operator.
- Providing a valid credit card
When you apply for a pass, you must give us your credit card details so we can charge tolls, fees and charges to your pass.
We accept the following credit cards:
- Visa
- MasterCard
- American Express
- Charging your credit card
We will charge your credit card when charges are incurred on your pass. For the purposes of credit card authentication, when setting up your pass, we may charge $1.00 to your credit card which is added to your pass as credit. This is to ensure your credit card is valid at the time your pass is set up. If no travel is taken using your pass, then the $1.00 will be refunded to you approximately 21 days after your pass ends.
We may charge your credit card even after your pass ends to process tolls, fees and charges that applied to the linked vehicle while the pass was valid. The final payment for your pass may be processed up to 30 days after your pass expires.
- If we can't charge your credit card
If we can't successfully charge your credit card because your financial institution declines our payment request, then your pass will be suspended until payment is made.
If an outstanding amount remains unpaid, we may attempt to recover the debt from you through a debt collection agency.
If a linked vehicle travels on TQ tolled roads while your pass is suspended, and no arrangement to pay that toll is made within three days of that travel, then the registered owner of that linked vehicle may receive a toll invoice.
- Set off
We may set off or deduct from any positive pass balance or positive account balance which you have with us, any amounts due, or which may become due, to us from you at any time and for any reason whatsoever.
- Incorrect charges
If we incorrectly charge a toll or 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:
- you notify us of the error and we confirm it was an incorrect toll or fee, or
- we become aware of the error.
A toll or fee is not incorrectly charged by us if we charge you in accordance with section 5.1.
It is your responsibility to update your details in accordance with section 4.6.
6. Using TQ Tolled roads
- Tolls, fees and charges
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 relevant toll, plus
- the video matching fee.
The tolls, fees and charges 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, fees and charges, you can:
- visit linkt.com.au/brisbane
- call our Customer Contact Centre on 13 33 31, or
- contact us on any of the other methods set out in section 13.
- Refunds
If we need to pay a refund to you under this Agreement, we may pay it to the card which you used to make the original transaction.
If you request closure of your pass under section 8.2, we will refund you.
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.
8. Suspending and cancelling your pass
- When your pass may be suspended
If at any time your financial institution declines our request to charge your credit card where payment is due, we may suspend your pass. We will notify you by the contact details provided to us if your payment fails and your pass is suspended. We will reinstate your pass once payment has been made. Alternatively, your pass may be cancelled in accordance with section 8.2 or section 8.4.
We may also suspend your pass if you breach this Agreement or as set out in clause 8.4. In these circumstances, we will notify you when your pass is reinstated. Alternatively, your pass may be cancelled in accordance with section 8.2 or section 8.4.
A suspension of your pass means that your rights under this Agreement are temporarily suspended.
While your pass is suspended you will need to make another arrangement for travel on TQ tolled roads or compatible roads. If another arrangement has not been made within three days of any travel on TQ tolled roads, then we may:
- send you a toll invoice in respect of that trip (including a toll invoice fee and video matching fee), or
- send the registered owner of the vehicle a toll invoice in respect of that trip (including a toll invoice fee and video matching fee).
- Cancelling your pass
At any time, you may ask us to cancel your pass by calling our Customer Contact Centre.
We may cancel your pass if you breach this Agreement or as set out in section 8.4.
You will be required to pay any outstanding amounts incurred when your pass was valid before you can cancel your pass.
- What happens when your pass is cancelled or expires
When your pass is cancelled or expires, it is no longer valid and section 4.4 will apply.
- Fraud
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:
- is using our system to determine the validity of a credit card;
- poses a risk to us or any third party, including the integrity, security or reliability of us or our system;
- was obtained fraudulently or using false details; or
- is, or may be, being used for fraudulent, illegal, dishonest or malicious purposes.
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.
For the purposes of this Agreement, fraudulent, illegal, dishonest or malicious behaviour means dishonest activity which may cause financial loss to any persons or entity including theft of money or other property whether or not deception is used at the time.
9. Enquiries, complaints and disputes
You should contact us about your pass or this Agreement if you:
- have any questions
- want to make a complaint
- 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. |
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).
11. Liability
- Our liability
You may have rights as a consumer under the Australian Consumer Law.
Nothing in these terms limits or excludes our liability:
- under the Australian Consumer Law, except to the extent we are permitted to limit or exclude our liability under the Australian Consumer Law
- for personal injury or death caused by our negligence
- for any reckless acts or wilful omissions by us with a wilful disregard for consequences, or
- for any other matters that cannot be limited or excluded at law.
- Use of TQ tolled roads, compatible roads and products
You acknowledge and agree that:
- we do not guarantee that TQ tolled roads or compatible roads will always be available or that traffic flows will be uninterrupted
- we are not aware of the purpose of your travel on TQ tolled roads or compatible roads and you (and any person who drives a linked vehicle) are responsible for planning your journey and allowing sufficient time in case traffic is disrupted or a road is fully or partially closed
- we do not guarantee that the services or TQ tolled roads or compatible roads will be fault free or that use of the roads will be risk free, and
- to the extent that you have been incorrectly charged a toll or fee, our liability to you will be limited to refunding that amount of toll or fee correctly charged.
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.
- Exclusions from liability
Except as set out in section 11.1, 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:
- any loss or damage suffered as a result of any delay or disruption arising out of use or unavailability of TQ tolled roads or compatible roads or caused during, or as a result of, use of TQ tolled roads or compatible roads
- any loss or damage arising out of any error or delay in processing tolls and fees and charging them to your pass (including any incorrect tolls or fees), and
- any loss of opportunity, loss of profit, loss of revenue, loss of anticipated savings or loss that would be considered consequential or indirect, irrespective of how that loss was caused and whether arising under this contract or under another principle of law,
- Assigning this Agreement
You may not assign this Agreement to any person, except with our written consent, not to be unreasonably withheld.
- Governing law
This Agreement is governed by the law of Queensland.
- Severance
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.
- Tolling Services
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.
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.
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.
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.