Everyday Account Customer Service Agreement

1. Your agreement with us

This agreement details your rights and obligations for use of CityLink and, in some circumstances, Eligible Toll Roads. The agreement begins when you accept the agreement by:
(a) accepting it in writing;
(b) keeping the e-TAG® device(s);
(c) clicking on the “I accept” button on our website;
(d) accepting the agreement orally; or
(e) conduct (e.g. by contacting us to open an Account).

2. What to do before using CityLink

You must do the following things before using CityLink:

(a) tell us your name, Address and driver’s licence or passport number, the type of Account you wish to open, the method of payment for your Account and how many e-TAGs you require;
(b) tell us the Registration Number, make and model and/or Class of any vehicle to be linked to your Account; and
(c) pay us the Opening Amount and any other amounts CityLink Melbourne requires under this agreement.

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

Although we may send you a letter or signal your e-TAG to beep 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.

e-TAG® device and the tolling system

You must:

(a) install and use each e-TAG in line with the instructions supplied with the e-TAG; and
(b) only use each e-TAG in a Nominated Vehicle of the same Class as the e-TAG (that is a car e-TAG may only be used in a car, a light commercial vehicle e-TAG may only be used in a light commercial vehicle, and a heavy commercial e-TAG may only be used in a heavy commercial vehicle).

Travel on CityLink

We will operate the CityLink electronic tolling system to detect vehicles that make Trips on CityLink by identifying your e-TAG or the vehicle’s Registration Number. We will charge the relevant CityLink Tolls to your Account which may be based on your e-TAG, the 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.

Travel on Eligible Toll Roads

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

Motorcycles

Motorcycles are not required to carry an e-TAG. Motorcycle trips are video tolled and do not incur No Tag In Vehicle Fees on CityLink.

4. When you should contact us

Each time your vehicle fitted with your e-TAG passes through a Toll Zone, your e- TAG should “beep”:

One beep indicates that everything is operating normally.
No beep indicates there may be a problem with your e-TAG. You may complete the Trip, but you should contact us before you travel on an Eligible Toll Road again.
Four beeps indicates that the CityLink Registration of your vehicle has been suspended or cancelled. You may receive a Toll Invoice or, if the Toll Invoice remains unpaid, an Infringement Notice. You must contact us before you travel on an Eligible Toll Road again.

Pre-Pay Accounts Only
One beep, followed by two short beeps, means your Account Balance is below the Top Up Trigger (if you are a Manual Payment customer), or your automatic payment facility may have failed (if you are an Automatic Payment customer). You should top up your Account. You should also contact us as soon as possible when:

(a) your e-TAG, Nominated Vehicle or Number Plate on a Nominated Vehicle is lost or stolen;
(b) your e-TAG is damaged;
(c) 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;
(d) you change your Address or other contact details (e.g. your phone number);
(e) you become aware of anything that may or will affect any payment under this agreement;
(f) your Nominated Vehicle is modified after it isregistered; or
(g) 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 or e-TAG is lost or stolen

We will not charge Tolls to your Account if after 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) your e-TAG has been lost or stolen, we detect that e-TAG in a Toll Zone;
(c) 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, lost or stolen e-TAG, 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 other Eligible Toll Roads which are set by the relevant Eligible Toll Road operator. Current Toll prices are available from the relevant Eligible Toll Road operator.

We will debit a toll to your Account when one or more of your Nominated Vehicles, your e-TAG or the Number Plate of your Nominated Vehicle is detected in a Toll Zone or on an Eligible Toll Road, subject to clause 17.

On or after the Start Date for an e-TAG, we may charge Tolls and may debit a No Tag in Vehicle Fee to your Account for each Trip that your e-TAG or Nominated Vehicle was detected on CityLink between up to three days prior to the time you originally contacted us to open the Account and that Start Date.

If your Nominated Vehicle is linked to another Account, and your Nominated Vehicle is detected on an Eligible Toll Road without your e-TAG being detected, we may choose which Account will be charged with the Tolls and any applicable fees from that Trip.

We will charge Tolls and the No Tag in Vehicle Fee to your Account:

  • without any knowledge of and regardless of who was driving the vehicle at that 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.

8. Payment to open your Account

Pre-Pay Accounts

We will credit the Opening Amount to your Account.

Pay-As-You-Go Accounts

Until the end of the first Tag Year, we will treat the Opening Amount as a Security Deposit.

At the end of the first Tag Year, we will credit any amounts remaining from your Opening Amount to your Account.

You must pay us the first Monthly Account Fee when you pay us the Opening Amount. After the earliest Start Date of any of your e-TAGs, you must pay us the Monthly Account Fee on each Monthly Date.

9. Security Deposits

If we ask you to pay a Security Deposit, you must pay us the Security Deposit within 5 Business Days of receiving a request to do so. Security Deposits (and other deposits or amounts which are to be treated like a Security Deposit) will not be credited to your Account. We may use the Security Deposit (and other deposits or amounts which are to be treated like a Security Deposit) in part or full payment (at our discretion) of any amount you owe us under this agreement.

10. Minimum Annual Payment

For each e-TAG, at the end of each of the first three Tag Years, we may debit your Account for the amount by which the Minimum Annual Payment exceeds the total Tolls (excluding any fees, charges or Tolls on Eligible Toll Roads other than CityLink) charged to that e-TAG during that Tag Year

11. Additional fees and payments

Extra e-TAG Amount

You must pay us the Extra e-TAG Amount for each extra e-TAG you ask us to link to your Account.

Pre-Pay Accounts

The Extra e-TAG Amount will be on your account as a credit.

Pay-As-You-Go Accounts

The Extra e-TAG Amount will be treated as a Security Deposit for the first Tag Year for that e-TAG. At the end of that Tag Year, we will credit any remaining Extra e-TAG Amount to your Account.

If you use CityLink without your e-TAG being detected

For each Trip that your Nominated Vehicle is detected without your e-TAG being detected, we may, as well as charging you Tolls, debit a No Tag in Vehicle Fee to your Account, unless we are responsible for the failure to detect your e-TAG. Motorcycles are not required to carry an e-TAG. Motorcycle trips are video tolled and do not incur No Tag In Vehicle Fees on CityLink.

If you use CityLink in a Nominated Vehicle with a different Class from your e- TAG

If a person uses CityLink in a vehicle with an e-TAG linked to your Account which is of a different Class from that vehicle, 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.

e-TAG Non-Return Fee

You must pay us the e-TAG Non-Return Fee if your e-TAG is lost, stolen, damaged, or you do not return your e-TAG to us when we require you to do so.

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.

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 Eligible Toll Roads

We may debit the relevant Tolls and fees charged by other Eligible Toll Road operators from your Account when your e-TAG or Nominated Vehicle is detected, on that Eligible Toll Road.

Toll Administration Fee

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

12. Statements

Everyday Pre-Pay and Pay-As-You-Go Account customers can elect to have the following statements:

Statement type

Everyday Pre-Pay Account

Everyday Pay-As-You-Go Account

Web Statements

Monthly Summary

Free

Free

Monthly Detailed

Free

Free

Mailed Statements

Quarterly Summary

Free

Not available

Quarterly Detailed

Detailed Statement Fee

Not available

Monthly Summary

Free

Free

Monthly Detailed

Detailed Statement Fee

Detailed Statement Fee

Detailed Statements

One-off requests

One-off Detailed Statement Fee

One-off Detailed Statement Fee

Summary statements: Shows you all your trips grouped by e-TAG number, date of travel, number of trips and the cost.

Detailed statements: Shows you full details of all your trips.
All copies of your statements can be accessed by logging into the CityLink website.

13. Topping up

Pre-Pay Accounts

You must keep a positive balance in your Account at all times (i.e. your Account Balance must not be zero or less).

If you are an Automatic Payment customer, when we consider that your Account Balance is at or below the Top Up Trigger, your Account must be automatically topped up by us drawing the Agreed Replenishment Amount by Automatic Payment from your Bank account.

If you are a Manual Payment customer you should make sure that you top up your Account by the Agreed Replenishment Amount when your Account reaches the Top Up Trigger. If you allow your Account Balance to drop to zero or less, the CityLink Registration of your Nominated Vehicle may be suspended or cancelled.

When we consider that your Account is below the Low Account Balance, we may send you a notice to remind you to top up your Account.

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) .

Pay-As-You-Go Accounts

Until the earliest Start Date of any of your e-TAGs, we will not provide you with any credit for Tolls incurred by you.

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

Following suspension

If we have suspended the CityLink Registration of your Nominated Vehicle, subject to the terms and conditions of this agreement, we will re-register your Nominated Vehicles on the CityLink Register when you have made arrangements for the Agreed Replenishment Amount to be drawn from your Bank account.

14. When is a payment made?

Payments are treated as made when we receive them.

If you are an Automatic Payment customer, we will receive your Automatic Payment when it is credited successfully to our Bank account.

If you are a Manual Payment customer, or if your Automatic Payment has failed or you have made other payment arrangements with us, we will receive your payments:

  • if by cash or manual credit card, BPay or eftpos, when the person making the payment:
    • in person,is given a receipt for that payment; or
    • by telephone, is given a receipt number for that payment; or
    • if by cheque, when the proceeds of the cheque have been cleared.

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 (e.g. if a cheque or direct debit is not honoured in full), 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.

15. Questions, complaints and disputes

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 must 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

16. 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:
(a) 30 days after the date of notification of the changes on our website; or
(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.

17. 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 under the Act 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 Account Balance is zero or less or has not been paid within the required time period;
(b) you do not provide a Security Deposit for each e-TAG linked to your Account within 5 Business Days of us asking you to pay a Security Deposit;
(c) we are required to do so by law;
(d) 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 signal to your e-TAG to give 4 beeps each time your e-TAG device passes through a Toll Zone on CityLink. You agree that this is a reasonable method of notice for us to use.

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

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

We will only investigate a Toll Invoice or Infringement Notice once you have re- registered your vehicle with us.

If the CityLink Registration of all Nominated Vehicles linked to your Account is cancelled, then within 10 Business Days of receiving notice of that cancellation, you must:

(a) return all e-TAGs to us; and
(b) 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.

18. When this agreement ends

This agreement will end 20 Business Days after the CityLink Registration of all of your Nominated Vehicles has been 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.

19. 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 any Eligible Toll Road, your installation, use or removal of the e-TAG or the Holder, 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 any Eligible Toll Road, your installation, use or removal of the e-TAG or the Holder or this agreement is limited to the extent provided for by the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010).

20. General

Ownership of the e-TAG and licence to use it

You do not own any e-TAG linked to your Account or provided to you. We will license you to use the e-TAG linked to your Account in line with this agreement.

You must return the e-TAG to us within 10 Business Days after we ask you to return it or within 5 Business Days after we ask you to return it if we have suspended the CityLink Registration of your Nominated Vehicles.

This agreement is the entire agreement

This agreement is the entire agreement about the CityLink Registration of your Nominated Vehicle, your Account, e-TAG 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 includes any written communications or statements) may be:

  • given to you personally;
  • left at your Address;
  • sent to your Address;
  • sent by fax to the fax number last notified to us;
  • sent by e-mail to the e-mail address last notified to us;
  • sent by an SMS message to the mobile phone number last notified to us;
  • signalled through your e-TAG beeps each time your e-TAG passes through a Toll Zone; or
  • 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 all vehicles using an e-TAG linked to your Account and 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. Notices by e-TAG beeps are taken to be received when we signal the e-TAG to beep.

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 e-mail or SMS, they are taken to be received on 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.

21. Interpretation

In this agreement 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.

22. Definitions

Term

Definition

Account

Your CityLink Melbourne account including any e-TAGs and 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

If you have a Pre-Pay Account, the total of all of the payments (and other amounts) which have been credited to your Account less any toll, fee, tax, charge or other amount which is debited to your Account.

If you have a Pay-as-you-Go Account, on the Monthly Date, the total of all Tolls, fees, taxes, charges and other amounts which we have debited to your Toll Account since the last Monthly Date (or for the first Monthly Payment, since the earliest Start Date of any of your e-TAGs) and any other amounts which you owe us since the last Monthly Date (or for the first Monthly Payment, since the earliest Start Date of any of your e-TAGs) less any payments (and other amounts) credited to your Account since the last Monthly Date (or for the first Monthly Payment, since the earliest Start Date of any of your e-TAGs).

Address

The last mailing address advised to us by you.

Automatic Payment

A standing authorisation given by you to us over Pre-Pay Account: a Bank account or a credit card

Pay-As-You-Go Account: a credit card account for your Monthly Payment.

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 Act, 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, contractors, 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.

Concession Deed

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

Credit Reporting Policy

The Credit Reporting Policy available from CityLink’s website.

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.

e-TAG

The transponder device licensed to you for the duration of this agreement.

Holder

The device which will be attached to the windscreen to hold the e-TAG.

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.

Manual Payment

A payment received by us by way of cash, a manual credit card or eftpos transaction, a bank cheque or a personal cheque.

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

If you have a Pay-as-you-Go Account, this is the amount you must pay each month and is equal to the total of your Account Balance on the Monthly Date and the Monthly Account Fee for the following month.

Motorcycle

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

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;
• Security Deposit; and
• any other amounts which are treated like a Security

Deposit, you have left 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

If your Account was opened before 3 January 2000, the Start Date is the earlier of:

• the first date (on or after 3 January 2000) that you use a Toll Zone; and

• 28 December 2000, for all e-TAGs which are linked to your Account before that date.

If your Account is opened on or after 3 January 2000, the Start Date is the date on which your Account is opened for all e- TAGs which are linked to your Account when it is opened.

The Start Date for any other e-TAG is the date on which that e- TAG is linked to your Account.

Tag Year

For each e-TAG, a consecutive 12 month period from: • the Start Date; or
• the anniversary of the Start Date.

Where an e-TAG is replaced, a Tag Year is calculated by reference to the original e-TAG unless the replacement e-TAG is part of a general release of “new generation” e-TAGs.

However, without changing the beginning of a Tag Year, a Tag Year for any e-TAG will end on the earliest of:

• the date that e-TAG is returned to us without being replaced;

• the date you tell us that the e-TAG has been lost or destroyed and you do not want to replace it;

• the date that e-TAG is replaced as part of a general release of “new generation” (e.g. of an improved technology) e-TAGs; and

• the date when the CityLink Registration of all vehicles linked to your Account is cancelled.

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.

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 other Eligible Toll Roads.

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 other Eligible Toll Roads are available from the relevant Eligible Toll Road operator.

Toll Zone

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

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). For other Eligible Toll Roads, a Trip will be defined by each Respective Eligible Toll Road operator.

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

Agreed Replenishment Amount

If you have a Pre-Pay Account with Automatic Payment, the amount that we will draw from your bank account or credit card account after your Account Balance falls below the Top Up Trigger as explained in clause 13.

If you have a Pre-Pay Account with Manual Payment this is the amount by which you must top up your Account.

Either: This is:(a) the greater of: • $40; or(b) any larger amount selected by you and agreed by us.

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 Current 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 www.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.

e-TAG Non- Return Fee

This is the amount that you must pay us if your e-TAG is lost, damaged, stolen, or not returned to us under this agreement.

$55 per e-TAG device not returned.

Extra e-TAG Amount

This is the amount you must pay us for each extra e-TAG device you link to your Account.

(a) Pre-Pay Account:
• $50 credit to your Account. (b) Pay-as-you-Go Account:

• $20 (refundable deposit converting to a credit to your Account after a year).

Low Account Balance

If you have a Pre-Pay Account, and your Account Balance falls below this amount, we may send you a letter to remind you to top up your Account.

The balance at which we believe that you should be reminded to top up your Account.

Minimum Annual Payment

This is the minimum amount of Tolls and taxes which you must pay per e-TAG device each Tag Year. Your Account will only be debited with the difference between this amount and the actual Tolls and taxes charged to each e- TAG device.

$27.50 per e-TAG device linked to your Account.

For example, assuming that you have 2 e-TAG devices linked to your Account, then:

(i) if in any Tag Year, your Tolls and taxes on each e-TAG device (excluding any other fees, charges or Tolls in relation to an Eligible Toll Road other than CityLink) is at least $27.50, you will not need to pay anything towards the Minimum Annual Payment;

(ii) if in any Tag Year, your Tolls and taxes on each e-TAG device (excluding any other fees, charges or Tolls in relation to an Eligible Toll Road other than CityLink) is $30 on one e-TAG and $10 on the other at the end of that Tag Year, we will debit your Account for $17.50 (being the difference between the Minimum Annual Payment and your toll and taxes expenditure in that Tag Year on the e-TAG device which had been charged $10 in Tolls and taxes).

Monthly Account Fee

This fee is debited only to Pay-as-you-Go Accounts for the administration of your Account per month (payable in advance).

$2.75 per e-TAG device linked to your Account.

No Tag in Vehicle Fee

This is the amount that CityLink Melbourne may charge if your Nominated Vehicle is detected in a Toll Zone without an e- TAG being detected, unless we are responsible for the failure to detect your e-TAG.

Motorcycles are not required to carry an e-TAG. Motorcycle trips are video tolled and do not incur No Tag in Vehicle Fees on CityLink.

$0.75 per Trip.

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.

Opening Amount

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

(a) Pre-Pay Account:
• $50 credit for each e-TAG

linked to your Account; or

• $50 if your Account is opened with only one or more Motorcycles.

(b) Pay-As-You-Go Account: • $2.75 Monthly Account Fee

plus

• $20 refundable deposit for each e-TAG device linked to your Account. This amount is converted to a credit to your Account after the first Tag Year.

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.

Security Deposit

We may require you to pay this deposit as security.

$50 per e-TAG device linked or proposed to be linked to your Account.

Top Up Trigger

This is the Account Balance at which a top up payment should be made.

• For Pre-Pay Manual Account Payment customers, the Top Up Trigger is set at an Account balance of $25. When your Account Balance falls to this amount, you will hear one beep, followed by two short beeps, and you should top up your Account by paying, as a minimum, the Agreed Replenishment Amount.

• For Pre-Pay Automatic Payment customers, the Top Up Trigger can be any amount greater than $20 set by the customer. When your Account Balance falls to this amount, we will draw the Agreed Replenishment Amount from your nominated bank account or credit card.

Voluntary Replacement Fee

This is the fee that CityLink Melbourne may charge if you voluntarily elect to replace an e-TAG, where there is no fault with the e-TAG.

$55 per voluntary replacement of an e-TAG.

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.