Transurban has admitted to overcharging tens of thousands of drivers on Melbourne toll roads, with errors dating back a decade. The toll road operator revealed that 90,000 drivers were charged incorrect amounts due to vehicle misclassification in its system.
Overcharging Details
The mistakes affected drivers using CityLink and the Westgate Tunnel, with some errors occurring as far back as 2015. Transurban spokesperson Chris Jackson told 7NEWS, “We do see some challenges around classification between the boundaries between cars and light commercial vehicles, and then sometimes between a light commercial vehicle and a heavy commercial vehicle. On this occasion, we’ve really let them down, and so for that, we sincerely apologise.”
Refund Process
Affected drivers will be contacted via email to notify them of the refund process. Many will receive credits on their Linkt account, with the majority owed less than $50. In addition, Transurban will offer overcharged customers extra compensation of about $50 in credit each.
Undercharged Drivers
In a separate issue, 180,000 drivers were undercharged for tolls. However, Transurban confirmed it will not seek repayment. Jackson stated, “Now, I want to reassure customers who have been undercharged that we’re not going to be seeking any back payment or recouping of tolls.”
Undisclosed Cost
The total cost of the mistake remains undisclosed, as Transurban has refused to reveal the figure. This is the second toll issue for the Westgate Tunnel, which faced another problem shortly after opening in December.
