Access Account Customer Service Agreement

Last updated 17th December 2015

1. Your agreement with us

This agreement details your rights and obligations for use of CityLink and EastLink.

The agreement begins when you accept the agreement orally or by conduct (e.g. by contacting us to open an Account).

2. What to do before using CityLink or EastLink

You must do the following things before using CityLink or EastLink:

(a) tell us your name, driver’s licence or passport number, Permanent Address, Temporary Address (if applicable), Nominated Contact Address, Contact Telephone Number and the type of Account you wish to open;

(b) tell us the Registration Number, make and model and/or Class of any vehicle to be linked to your Account;
(c) pay us the Start Up Fee and any other amounts we require under this agreement;
(d) either provide:

  • details of your credit card, including the number, expiry date and name appearing on the relevant credit card; or
  • provide a direct debit authorisation to deduct charges from your nominated Bank account; and

(e) pay any outstanding amounts owed to us by you from any previous use of CityLink, or any unpaid fees, taxes or charges incurred by you and payable to us.

CityLink Registration only takes effect when your vehicle is actually recorded as registered on the CityLink Register.

Although we may send you a letter to inform you about certain events which affect the CityLink Registration of your vehicle, you are responsible for making sure that the CityLink Registration of your vehicle or any vehicle that you drive on CityLink is not suspended or cancelled.

Please note: A CityLink Access account is only for use on CityLink and EastLink. It cannot be used on any other toll roads (e.g. NSW toll roads).

3. The tolling system

Travel on CityLink

We will operate the CityLink electronic tolling system to detect vehicles that make Trips on CityLink by identifying the vehicle’s Registration Number. We will charge the relevant CityLink Tolls and the Vehicle Matching Fee to your Account which may be based on your CityLink Registration or the observed Class of your vehicle.

You are also responsible for the Tolls or fees incurred by any vehicle that you drive on CityLink, whether or not it is a Nominated Vehicle.

Motorcycle Trips do not incur Vehicle Matching Fees on CityLink.

Travel on EastLink

EastLink may operate electronic tolling systems on its toll roads to detect vehicles that make Trips on EastLink by identifying the vehicle’s Registration Number. EastLink will send Trip data and the relevant Tolls to us so we can charge those Tolls (and any EastLink fees if applicable) to your Account. We will charge those amounts determined as payable by EastLink and we are not responsible for confirming the accuracy of that information.

Your Nominated Vehicles must have Number Plates that conform to regulations

Your Nominated Vehicles must have clearly readable Number Plates. Number Plates and their placement must conform to the relevant regulations of the relevant registration authority (e.g. VicRoads). Vehicles other than Motorcycles must display both front and rear Number Plates. Motorcycles are required to display rear Number Plates. If you use CityLink or EastLink with a vehicle that does not comply with this section:

(a) we may suspend the CityLink Registration of your Nominated Vehicle; and
(b) you may receive a Toll Invoice or, if the Toll Invoice remains unpaid, an Infringement Notice.

4. When you should contact us

You should contact us as soon as possible when:

(a) your Nominated Vehicle or Number Plate on a Nominated Vehicle is lost or stolen;
(b) you want to remove your Nominated Vehicle from your Account (e.g. you sell that vehicle), or you change the Registration Number of a Nominated Vehicle which is linked to your Account, or you want to link another vehicle to your Account;
(c) you change your Permanent Address, Temporary Address (if applicable), Nominated Contact Address, Contact Telephone Number or other contact details;
(d) you become aware of anything that may or will affect any payment under this agreement;
(e) your Nominated Vehicle is modified after it is registered; or
(f) you are unsure whether your vehicle is registered in the correct Class.

5. If you do not make contact when required

Your vehicle may be removed from the CityLink Register if you do not contact us as soon as you become aware of anything that may or will affect a payment under this agreement and rectify the problem.

6. If your Nominated Vehicle is stolen

We will not charge Tolls to your Account if you have notified both the police and us that:

(a) your Nominated Vehicle has been stolen, we detect that Nominated Vehicle driving through a Toll Zone;
(b) a Number Plate of your Nominated Vehicle has been stolen, we detect that Number Plate on a vehicle (if that vehicle is not your vehicle) in a Toll Zone.

We will resume charging Tolls to your Account when you notify us or we become aware that you have recovered the stolen Nominated Vehicle or stolen Number Plate. You must provide a copy of any relevant police report, a statutory declaration or an insurance claim if we request it.

7. Charging Tolls to your Account

You will be charged Tolls for using CityLink which are set in line with the Act. CityLink Toll prices are available on our website or upon request. If you have given us incorrect information about the Class of your Nominated Vehicle(s) or other vehicle(s) you drive on CityLink we may charge you the applicable Tolls based on the vehicle’s correct Class.

You will be charged Tolls for using EastLink which are set by EastLink. Current Toll prices are available from EastLink.

For each Trip that you make on CityLink or EastLink, we will only charge Tolls to your Account up to the Trip Cap.

We will charge a Toll to your Account when one or more of your Nominated Vehicles or the Number Plate of your Nominated Vehicle in a Toll Zone by us or on EastLink by the EastLink operator.

If your Nominated Vehicle is linked to another Account and your Nominated Vehicle is detected on CityLink, we may choose which Account will be charged with the Tolls from that Trip.

We will charge the Vehicle Matching Fee or the equivalent EastLink fee to your Account for each Trip that your Nominated Vehicle or the Number Plate of your Nominated Vehicle is detected using CityLink or EastLink.

Motorcycle Trips do not incur Vehicle Matching Fees on CityLink.

We will charge Tolls and Vehicle Matching Fees to your Account:

  • without any knowledge of and regardless of who is driving the vehicle at the time; and
  • whether or not you authorised or were aware of the use of the Nominated Vehicle. If we have sent you a Toll Invoice in respect of any Trip(s), we may charge the applicable Toll(s) and Toll Administration Fee(s) to your Account if the Toll Invoice remains unpaid after 28 days. On or after the Start Date, we will charge Tolls and the Vehicle Matching Fee to your Account for each Trip that your Nominated Vehicle or the Number Plate of your Nominated Vehicle was detected on CityLink between the time you originally contacted CityLink Melbourne to open the Account and that Start Date.

8. Payment to open your Account

You must pay us the Start Up Fee when you open your Account, so that we may cover costs associated with the opening of your Account. The Start Up Fee is non-refundable and cannot be transferred to another Account.

9. Additional fees and payments

If you use CityLink in a Nominated Vehicle with a different Class

If a person uses CityLink in a vehicle linked to your Account which is of a different Class from that registered, we may debit the appropriate Tolls and applicable fees to your Account. It is your responsibility to confirm that your vehicle is registered in the correct Class at all times.

Credit Card Surcharge Fee

This is the fee you may be required to pay, if you nominated to use an American Express or Diners Club credit card to make a payment to us.

Re-registration Fee

We may charge the Re-registration Fee to your Account if we re-register your Account after its suspension or cancellation.

Other Accounts

We may apply any outstanding fees, Tolls or charges in relation to this Account to any other CityLink account you may have.

If you have an outstanding Account Balance from another CityLink account, we may credit or debit that amount to this Account.

Toll Administration Fee

If you receive a Toll Invoice you agree to pay any applicable Toll Administration Fee(s).

When you agree to additional payments

CityLink Melbourne may charge to, or debit from, your Account any fee, tax, charge, or amount if you have agreed to pay, or you owe us that fee, tax, charge, or amount under this agreement.

Travel on EastLink

We may debit the relevant Tolls and fees charged by EastLink from your Account when your Nominated Vehicle is detected on EastLink.

10. Statements

You may elect to receive:

Web Statements
Monthly Summary Free
Monthly Detailed Free
Mailed Statements
Monthly Summary Free
Monthly Detailed Detailed Statement Fee
Detailed Statements
One-off requests
One-off Detailed Statement Fee


Detailed statements: Shows you full details of all your Trips.
Summary statements: Shows your Trips grouped by date of travel, number of Trips and fees or charges.

All copies of your statements can be accessed by logging into the CityLink website.

11. Payment of your Account

You must pay your Monthly Payment on each Monthly Payment Date. Your Monthly Payment must be paid by Automatic Payment.

You must keep your Account Balance below $5,000 at all times. If your account balance is $5,000 or above, CityLink Melbourne will report your details to AUSTRAC in accordance with the Anti-Money Laundering and Counter-Terrorism Financing Act 2006 (Cth) .

12. When is a payment made?

Payments are treated as made when we receive them.

We will receive your Automatic Payment when it is credited successfully to our Bank account.

You agree that you may be required to pay a Credit Card Surcharge Fee when you nominated to use an American Express or Diners Club credit card to make a payment to us.

If a payment is not made successfully, we may debit the Dishonour Fee to your Account unless the unsuccessful payment is our or our Bank’s fault.

We may at our discretion accept late or part payments or any payment described as being in full or in part settlement of a dispute. If we do so, we will not lose any of our rights under this agreement. We may allocate any such payment against any money you owe us as we deem necessary.

13. Questions, disputes, and complaints

If you have a dispute or wish to make a complaint about the CityLink Registration of your vehicle or a payment or an amount debited, credited or not credited to your Account, you should contact us. A customer service officer will provide a response with reasons as soon as possible.

If you believe that your dispute or complaint has not been properly addressed, you have the right to have the issue reviewed by our Customer Resolutions team who will provide a response with reasons.

If you are still not satisfied with the response, you may take your complaint to the Tolling Customer Ombudsman.

If you believe there is an error (including Trips, fees and charges) in your Statement, we require you to tell us of any errors or discrepancies promptly. You agree that if you wish to dispute anything in a Statement you will notify us within 90 days of the date of the Statement, after which no claim or dispute can be raised.

Where you dispute your Account Balance, we may (at our discretion):

  • credit your Account for all or part of the disputed amount; or
  • make other arrangements reasonably necessary to allow for the continued operation of your Account, until the dispute is resolved.

14. Changing this agreement

We may change this agreement (including any amount, fee or deposit) by:

(a) publishing the changes on CityLink Melbourne’s website, the date from which they will apply, and how you may obtain a copy of them; or

(b) sending a copy of the changes to your Address no later than the next statement after the effective date of the changes, except when the changes either reduce fees or charges or are as a result of changes in taxes, in which case this is not required.

We may assign this agreement to another entity responsible for levying Tolls on CityLink in the same way.

Changes to this agreement or assignment of this agreement will apply from the date which is the later of:

  1. (a) 30 days after the date of notification of the changes on our website; or
  2. (b) the date stated on the copy of changes on our website, except when the changes either reduce fees or charges or are as a result of changes in taxes they will apply as soon as practicable but no later than 30 days after notification of the change on our website.

15. Suspension or cancellation

If Trips are made by vehicles that are suspended or cancelled from the CityLink Register, you will not have a valid arrangement to make Trips and you may commit an offence and receive a Toll Invoice or if the Toll Invoice remains unpaid, an Infringement Notice.

The CityLink Registration of your vehicle is suspended or cancelled when we record it as suspended or cancelled on the CityLink Register or remove it from the CityLink Register.

We may suspend or cancel the CityLink Registration of all your Nominated Vehicles if:

(a) your Automatic Payment fails;
(b) your Nominated Vehicle or the Number Plate of your Nominated Vehicle is reported as lost or stolen to both the police and us;
(c) we consider that you have not told us of a change of a Nominated Vehicle linked to your Account or of a change of the Registration Number of your Nominated Vehicle;
(d) your Nominated Vehicle does not have Number Plates that conform to the relevant regulations of the relevant registration authority (e.g. VicRoads);
(e) you use a vehicle which is in a different Class from that registered;
(f) we are required to do so by law;
(g) we have not detected your Nominated Vehicle or Number Plate using CityLink in the previous 12 months or more;
(h) (h) your Account Balance is not paid within the required time period or date shown on your statement;
(i) for any other reason (including breach of this agreement by you) we reasonably consider suspension or cancellation of the CityLink Registration of your Nominated Vehicle is necessary.

If we have suspended or cancelled the CityLink Registration of your vehicle, we will send a notice to your Nominated Contact Address or call your Contact Telephone Number. You agree that these are reasonable methods of notice for us to use and consent to disclosure of your personal information relating to your Account at your Contact Telephone Number for registration purposes.

We may also notify you of suspension or cancellation by giving notice in any other way allowed under this contract or the Act.

If you do not re-register your vehicle with us or do not make alternative arrangements to pay Tolls through the EastLink operator and your vehicle is detected on CityLink or EastLink after its CityLink Registration has been suspended or cancelled, the driver of that vehicle may commit an offence and receive a Toll Invoice or, if the Toll Invoice remains unpaid, an Infringement Notice.

We will only investigate a Toll Invoice issued by us once you have re-registered your vehicle with us. You may end this agreement at any time by giving us notice that you want to close your Account. We will then provide you with notice that the CityLink Registration of the Nominated Vehicles linked to your account is cancelled.

If the CityLink Registration of all Nominated Vehicles linked to your Account is cancelled, then within 21 days of receiving notice of that cancellation, you must pay any debit Account Balance and any other amount you owe us.

We will refund any Remaining Account Balance within 10 Business Days after you have met the above requirements.

We will cancel the CityLink Registration of your Nominated Vehicle if you ask us to do so.

Dormant Accounts

If there is no activity on your Account for more than 12 months, we will send you a letter requesting you:

  • reactivate your Account by travelling on an Eligible Toll Road;
  • reactivate your Account by contacting CityLink;
  • close your Account and cancel the CityLink Registration of your Nominated Vehicle; or When you reactivate your account by contacting CityLink, you agree to pay us the Re- activation Fee. You agree that we may close your Account and cancel the CityLink Registration of your Nominated Vehicle if we do not receive a response from you in the required time frame.

16. When this agreement ends

This agreement will end 20 Business Days after the CityLink Registration of all of your Nominated Vehicles is cancelled. The ending or cancellation of this agreement for any reason does not affect any rights that either you or we have against each other which arose at or before the end or cancellation of this agreement.

17. Liability

To the maximum extent permitted by law, we are not liable (whether in contract, tort, under statute or otherwise) for any loss (including consequential loss or loss of profit), damage or expense that you or any other person incurs arising directly or indirectly from your use of CityLink or EastLink or anything else in connection with this agreement.

This agreement does not affect any rights, liabilities and responsibilities arising at law, unless otherwise provided under this agreement.

Where liability cannot be excluded, any liability incurred by us in relation to the use of CityLink or EastLink or this agreement is limited to the extent provided for by the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010).

18. General

This agreement is the entire agreement

This agreement is the entire agreement about the CityLink Registration of your Nominated Vehicle, your Account and the other matters covered by this agreement. The only enforceable obligations and liabilities of you and us about the subject matter are those arising out of the provisions of this agreement or at law.

This agreement replaces all previous representations, communications and agreements on the subject matter.

Notices

Notices (which include any written communications or statements) may be:

  • given to you personally;
  • left at your Nominated Contact Address;
  • sent to your Nominated Contact Address;
  • sent by fax to the fax number last notified to us;
  • sent by email to the email address last notified to us;
  • sent by an SMS message to the mobile phone number last notified to us;
  • given to you in any other way the law allows. A notice given to you is also taken to be given to the drivers and owners of each Nominated Vehicle which is linked to your Account. Notices to CityLink Melbourne may be sent or delivered:
    • to our address;
    • by fax to our fax number; or
    • by e-mail to our e-mail address.

Our contact details are on the back page of this agreement.

Notices take effect from the time they are received unless a later time is specified.

If notices are sent by a fax machine which prints a transmission report showing that the fax was fully sent, they are taken to be received at the time shown in a transmission report which shows that the whole fax was sent. If notices are sent by post, they are taken to be received on the expiration of 3 Business Days after the date of posting. If notices are left at your address, they are taken to be received on the day of delivery if delivered before 4 pm on a Business Day and otherwise on the next Business Day. If notices are sent by email or SMS, they are taken to be received the next day after the date of sending.

If any part of this agreement is illegal or unenforceable it will not apply

Any provision of this agreement must be read down to the extent necessary to prevent that provision or this agreement from being invalid, voidable or not enforceable in the circumstances. If a provision of this agreement is still invalid, voidable or not enforceable, the relevant word, words or provision will be deleted, and the rest of this agreement will continue to be fully enforceable.

Interest

You will not earn interest on any credit Account Balance or amount you pay us under this agreement.

Waiving breaches of this agreement

Unless otherwise expressly provided by this agreement, a party does not waive a right, power or discretion just because it:

  • fails to exercise it;
  • only exercises part of it; or
  • delays in exercising it.

A waiver of one breach of a provision of this agreement does not operate as a waiver of another breach of the same provision or any other provision. A right of CityLink Melbourne created under this agreement may only be waived in writing signed by us.

Representations and warranties

You represent and warrant to us that:

  • you have the power, authority and capacity to enter into this agreement; and
  • the owners and users of all vehicles linked to your Account have consented to the linking of those vehicles to your Account and for you to be provided with information regarding their use of those vehicles.

Consent to use and disclose information

You consent to us using or disclosing any information (including personal information) you provide to us if the information is used or disclosed for the purposes contemplated by this agreement (including the exercise of any rights or the performance of any obligations under this agreement) or as detailed in our Privacy Policy.

You consent to any information (including personal information) about your Account, and any information you provide to CityLink Melbourne, being disclosed by us to credit reporting bodies or to debt collection agencies where you are in payment default. Our Credit Reporting Policy is available on our website.

We may use your personal information to research and develop new products and services, and conduct business planning. You consent to us disclosing any information otherwise required by law (legislation or court order).

You consent to us disclosing to Eligible Toll Road operators and VicRoads any information (including personal information) that is required for toll enforcement or collection.

If you provide us with your email address or mobile phone number, you consent to us using those contact details to send you traffic updates and other notices relevant to your use of CityLink and any other Eligible Toll Roads. You can ask not to receive such communications at any time.

Privacy Policy

We will give you a copy of our Privacy Policy when you ask for a copy. Our Privacy Policy is available on our website.

Recovery of costs

You must pay us an amount equal to any costs (including legal costs) incurred by us in recovering a debt from you.

19. Interpretation

In this contract unless the contrary intention appears:

(a) a reference to this agreement includes any variation to it;
(b) the singular includes the plural and the plural includes the singular;
(c) a reference to a person includes a firm, a body corporate, an unincorporated association or an authority;
(d) an obligation imposed on 2 or more parties binds them jointly and severally;
(e) a reference to a time or date is a reference to that time or date in Melbourne;
(f) a provision of this agreement must not be interpreted against us just because we prepared the agreement;
(g) a reference to any legislation or subordinate legislation includes any modifications or changes;
(h) headings in this agreement have been inserted for convenience and do not affect the interpretation of this agreement; and
(i) this agreement and the transactions contemplated by this agreement are governed by Victorian law.

20. Definitions

Term
Definition

Account

Your CityLink Melbourne account including any Nominated Vehicles linked to the account.

Act

The Melbourne City Link Act 1995 (Vic) as substituted, amended or varied from time to time.

Account Balance

On the Monthly Payment Date, the total of all Tolls, fees, taxes, charges and other amounts which is debited to your Account since the last Monthly Date (or for the first Monthly Payment, since the Start Date) and any other amounts which you owe us since the last Monthly Date (or for the first Monthly Payment, since the Start Date) less any payments (and other amounts) credited to your Account since the last Monthly Date (or for the first Monthly Payment, since the Start Date).

Automatic Payment

A standing authorisation for your Monthly Payment given by you to CityLink Melbourne over:

  • a credit card account; or
  • a Bank account.

Bank

Any bank or financial institution, including a credit card provider, authorised to carry on banking or financial business within Australia.

Business Day

Any day which is not a Saturday, Sunday or public holiday in Melbourne.

CityLink

The Link road and Extension road as defined in the Melbourne City Link Act 1995 (Vic) and any part of those roads.

CityLink Melbourne, we, our or us

CityLink Melbourne Limited (formerly Transurban City Link Limited) ABN 65 070 810 678 and its successors, assignees, employees, agents, and nominees.

CityLink Register

The register of vehicles established and maintained by us under section 73A of the Act.

CityLink Registration

The registration by us of your vehicle on the CityLink Register.

Class

A Motorcycle, Car, Light Commercial Vehicle or Heavy Commercial Vehicle as defined in the Toll Calculation Schedule in the Concession Deed.

Concession Deed

Has the meaning given to ‘the Agreement’ in the Act.

Contact Telephone Number

Your telephone number as given to CityLink Melbourne and at which you can be contacted.

Credit Reporting Policy

The Credit Reporting Policy available from CityLink’s website.

EastLink

Has the same meaning as “EastLink” in the EastLink Project Act (2004) .

Eligible Toll Road

CityLink and those Australian roads, bridges, tunnels or locations on which a toll is levied for the passage of vehicles and for which you can use your Account to pay that toll. For further details, please refer to our website.

Infringement Notice

A fine or other financial impost issued by an enforcement agency of the relevant State government to the registered owner or nominated driver of a vehicle. Infringement Notices may be issued when full payment of a Toll Invoice has not been received by the relevant due date.

Monthly Date

The day of the month on which we will withdraw funds from your nominated Bank account, which will be the same day of each month as agreed between CityLink Melbourne and you.

We will not agree to a change to your Monthly Date until after your first Month.

If a month does not contain that day (for example, your Monthly Date is the 29th, 30th or 31st), the Monthly Date will be the last Business Day of that month.

Monthly Payment

This is the amount you must pay each month and is equal to the total of your CityLink Account Balance on the Monthly Date.

Motorcycle

Has the meaning given to ‘Motor Cycle’ in the Toll Calculation Schedule.

Nominated Contact Address

Your Permanent Address or Temporary Address as nominated by you to us as the place for notices to be left at or sent to.

Nominated Vehicle

A vehicle which you have asked us to link to your Account and which is registered on the CityLink Register.

Number Plate

The physical plate which contains the vehicle’s Registration Number.

Privacy Policy

The Privacy Policy available from CityLink’s website.

Registration Number

The combination of numbers, letters, or numbers and letters on the Number Plate of your Nominated Vehicle, as assigned to that vehicle by the relevant registration authority (e.g. VicRoads).

Remaining Account Balance

The total of any credit Account Balance you have left, excluding the amount of the Start Up Fee, after all outstanding fees, taxes, Tolls, toll credits, charges and any other amounts you owe us are deducted. Toll credits cannot be redeemed for cash.

Start Date

The Start Date is the date on which your Account is opened.

Temporary Address

If you are visiting Melbourne, the address you will be residing in during the period you wish to use CityLink.

Toll Administration Fee

A toll administration fee calculated in accordance with the Act or, in relation to an Eligible Toll Road other than CityLink, such equivalent legislation that applies in relation to that Eligible Toll Road.

This fee may be payable if you receive a Toll Invoice.

Toll Calculation Schedule

Has the meaning given to that term in the Concession Deed.

Toll invoice

A request for payment issued to the registered owner or nominated driver of a vehicle for travel on CityLink or another Eligible Toll Road. Toll Invoices are issued by CityLink or another Eligible Toll Road operator and may include Tolls and Toll Administration Fees.

Toll Zone

A part of CityLink specified to be a toll zone under the Act.

Tolling Customer Ombudsman

Means the ombudsman for the tolling industry and the contact details can be obtained from our website.

Tolls

Tolls are the amount payable for travel on CityLink and EastLink.

CityLink Tolls are set in accordance with the Toll Calculation Schedule and may be updated quarterly. The full details appear in the Victoria Government Gazette (gazette.vic.gov.au). Tolls on CityLink vary depending on the Class of the Nominated Vehicle. It is your responsibility to ensure that each of your Nominated Vehicles is registered in the correct Class at all times.

Current Toll prices for EastLink are available from EastLink’s operator.

Trip

The driving of a vehicle in one direction in one or more Toll Zones uninterrupted by exit and subsequent re-entry of CityLink other than travel directly between the Southern Link and the Western Link. For EastLink, a Trip will be as defined in the EastLink Project Act (2004).

Trip Cap

The maximum Tolls which will be debited to your Account for each Trip. The amount is determined by us in line with the Act or, if applicable, by an operator of another Eligible Toll Road in respect of Trips on that Eligible Toll Road.

You/your

You, the customer, who has opened the Account with us and your properly authorised agents.

Amounts, Fees and Charges (inclusive of GST where applicable)

Amount / Fee / Charge

Description

Amount, Fee or Charge (inclusive of GST where applicable)

Credit Card Surcharge Fee

This is the amount that is debited to your credit card when you nominated to use an American Express or Diners Club credit card to make payment to us.

The variable charge imposed on us by the credit provider to process your payment to CityLink.

Current Credit Card Surcharge Fees are available when you visit citylink.com.au.

Detailed Statement Fee

Each month or quarter you agree to pay this fee we will mail you a detailed statement for the statement period.

Either:
(a) $2.75 per month or

(b) $2.75 per quarter to be mailed a detailed statement to your nominated address.

Dishonour Fee

This is the amount that is debited to your Account if your payment is not successfully made, unless the unsuccessful payment is our or our Bank’s fault.

The charge imposed on us by our Bank as a result of your unsuccessful payment.

One-off Detailed Statement Fee

You pay this fee to get a one- off detailed statement.

$3.30 for each time you request a one-off detailed statement.

Re-activation Fee

At your request, this is the amount that we may charge to re-activate your Account if we do not detect any Trips from your Nominated Vehicle or Number Plate using CityLink in the previous 12 months or more.

$5.50 to reactivate your Account.

Re- registration Fee

This is the amount that CityLink Melbourne may charge if your Account is re- registered after your Account has been suspended or cancelled, or CityLink Melbourne re-registers your Nominated Vehicle.

$11 for re-registering your CityLink Account.

Start Up Fee

This is the amount which you pay us to open your Account.

$5.50

Vehicle Matching Fee

This is the amount that will be debited from your Account (as well as Tolls), for each Trip that any Nominated Vehicle is detected using an Eligible Toll Road.

Motorcycle Trips do not incur Vehicle Matching Fees on CityLink.

We will charge you the amount set by CityLink and ConnectEast.

The current amounts are available at citylink.com.au and eastlink.com.au respectively.

 

Need more help?

  • How do CityLink accounts work?

    How do CityLink accounts work?

    We have a range of accounts to suit different travel needs.

    Our Everyday Accounts use an electronic device called an e-TAG to calculate your tolls and charge these to your account as you travel. If you're a frequent traveller, opening an Everyday Account may help minimise fees and charges.

    If you travel less frequently, you can pay as you go by opening an Access Account. Access Accounts don’t use e-TAGs. Instead, we charge your tolls to your account by taking a photograph of your licence plate number as your vehicle passes through a toll point and checking it against the vehicles registered to your account. Vehicle matching fees are charged for matching your licence plate number to your Access Account.

    All of our accounts let you set up automatic payments. As long as your payment details remain valid, and you've added all your vehicles to your account with their licence plate numbers, you're covered for travel on CityLink and EastLink.

    Are you a taxi driver or business owner? Consider opening a Business Account or Taxi Account.

    Need help choosing an account or pass that's right for you? Try our easy-to-use help me choose tool.

  • How do I open an account?

    How do I open an account?

    You can open a CityLink account online. You'll need the following information:

    • contact details including your name, address, email and phone number and driver's licence number
    • licence plate number, make and model of at least one vehicle
    • credit card details for making an opening payment to your account

    For ongoing payments, you can use a credit card or set up a direct debit from your bank account.

    Use our help me choose tool to find the right option for you.