e-TAG Account Customer Service Agreement

Last updated August 2017

1. Your agreement with us

This agreement details your rights and obligations for use of Westlink M7 and, in some circumstances, other Eligible Toll Roads. This agreement begins when you accept this agreement by:
(a) opening the seal of the e-TAG® pack;
(b) keeping the e-TAG®;
(c) clicking on the "I accept" button on our website;
(d) accepting in writing; or
(e) conduct (e.g. by contacting us to open an Account).

If you do not want to accept this agreement, you must return the e-TAG(s) to us as soon as possible without opening the seal of the e-TAG pack(s). We will refund any money you have paid for the e-TAG(s) you return to us.

Roam enters into this agreement as the agent of WSO Co Pty Ltd ABN 73 102 757 924 (the concessionaire for Westlink M7) and as the agent of any other concessionaire for which we provide tolling services.

2. Linking Vehicles to your Account and the Roam Register

You must provide us with details of each vehicle that you wish to have linked to your Account before using that vehicle on any Eligible Toll Road or no later than 7 days after using that vehicle on Westlink M7. Each vehicle that is linked to your Account will be placed on the Roam Register.

We will register your vehicle on the Roam Register when you provide us with all the information we need as well as any payment required under this agreement. The vehicle information needed includes the State and Number Plate Details of each vehicle and Class of each vehicle. Roam Registration only occurs when your vehicle is recorded as registered on the Roam Register by us.

If the Roam Registration of your Nominated Vehicle is suspended or cancelled (e.g. for non-payment) that Nominated Vehicle will no longer be registered on the Roam Register.

You must link at least one e-TAG and at least one vehicle to your Account.

If you request that we link a vehicle to your Account after a Toll Notice has been issued in respect of that vehicle, we will debit to your Account both the toll payable and a Toll Notice Transfer Fee or Toll Administration Fee (as applicable).

3. e-TAGs and the road tolling system

You must:
(a) install and use each e-TAG in accordance 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, and a heavy vehicle e-TAG may only be used in a heavy vehicle.

Trips on Westlink M7

We will operate the Westlink M7 electronic tolling system to detect vehicles that make Trips on Westlink M7 by identifying your e-TAG or your Nominated Vehicle’s Number Plate Details. We will charge the relevant Westlink M7 tolls to your Account.

If your Nominated Vehicle is detected on the Westlink M7 without an e-TAG, we may charge the No Tag in Vehicle Fee to your Account in addition to the relevant Westlink M7 toll for that Trip.

Trips on other Eligible Toll Roads

Other Eligible Toll Road operators use electronic tolling systems on those other Eligible Toll Roads to detect vehicles that make Trips on those other Eligible Toll Roads by identifying your e-TAG or your Nominated Vehicle’s Number Plate Details. The other Eligible Toll Road operator (or the operator's preferred tag service provider) may send Trip data and the relevant tolls to us so we can charge those tolls (and any applicable Fees) to your Account.

If your Nominated Vehicle is detected on an Eligible Toll Road without an e-TAG we may charge the No Tag in Vehicle Fee to your Account in addition to the relevant toll for that Trip.

Any questions regarding tolls (and any applicable Fees) charged on a particular Eligible Toll Road should, in the first instance, be referred to:

a)  in relation to tolls (and any applicable Fees) on Westlink M7, Roam; and

b) in relation to tolls (and any applicable Fees) on other Eligible Toll Roads, the preferred tag service provider for that Eligible Road.

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 Eligible Toll Roads.

4. Responsibility for e-TAGs and Nominated Vehicles

Although we may communicate with you or signal your e-TAG to beep to inform you about certain events that affect the Roam Registration of your Nominated Vehicle, you are responsible for making sure that the Roam Registration of your Nominated Vehicle is not suspended or cancelled.

You must ensure that no objects are attached to your e-TAG, other than the e-TAG Holder. If your vehicle is fitted with a metallic windscreen, you must ensure that your e-TAG conforms to the relevant manufacturer’s instructions regarding the correct placement of your e-TAG on your windscreen.

5. When you should contact us

Each time your Nominated Vehicle fitted with your e-TAG passes an Electronic Toll Point, your e-TAG should make a sound, known as a beep.

One beep indicates that everything is operating normally.

No beep indicates that there is likely to be a problem with your e-TAG. You may complete the Trip, but you must contact us by telephone before you use any Eligible Toll Road again.

Four beeps indicates that the Roam Registration of your vehicle has been suspended or cancelled. You may receive a Toll Notice or a penalty notice and be liable for a fine. You must contact us by telephone to rectify your Account Balance before you use any Eligible Toll Road again.

One beep, followed by two short beeps, means your Account Balance is low. You should top up your Account by making a payment. (This signal is not available on all toll roads or at all toll points)

You should 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 or destroyed;
(c) you want to remove your Nominated Vehicle from your Account (e.g. you sell that vehicle or return a rental car), or you change the Number Plate Details of a Nominated Vehicle that is linked to your Account, or you want to link another vehicle to your Account;
(d) you change your Address or other contact details (eg. your phone number); or your nominated payment methods or account numbers;
(e) you become aware of anything that may or will affect any payment under this agreement.
(f) your Nominated Vehicle is modified after it is registered; or
(g) you are unsure whether your vehicle is registered in the correct Class.

You are able to add secondary contacts to your Account by providing us with their contact details. Those secondary contacts can add vehicles to, and remove vehicles from, your Account, and may remove themselves as secondary contacts on your Account. However only the primary contact for your Account can add or delete secondary contacts or close the Account.

6. If you do not make contact when required

Your Nominated Vehicle may be suspended from the Roam Register if you do not contact us by telephone as soon as you become aware of anything that may or will affect a payment under this agreement and rectify the problem.

7. If your Nominated Vehicle or e-TAG is lost or stolen

We will not charge tolls to your Account after you have notified both the police and us that:
(a) your Nominated Vehicle has been stolen, that Nominated Vehicle is detected at an Electronic Toll Point;
(b) your e-TAG has been lost or stolen, that e-TAG is detected at an Electronic Toll Point; or
(c) the number plate of your Nominated Vehicle has been stolen, that number plate on a vehicle (if that vehicle is not your vehicle) is detected at an Electronic Toll Point.

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 (including the Police Event Number), a statutory declaration or an insurance claim if we request it.

8. Vehicle with a different Class from your e-TAG

If you use any Eligible Toll Road in a vehicle with an e-TAG that is not the same Class as that vehicle, you may be charged the appropriate tolls for the Class of vehicle you travelled in, and the No Tag in Vehicle Fee to your Account.

9. Ownership of the e-TAG and licence to use it

You do not own any e-TAG at any time. We licence you to use the e-TAG linked to your Account on the terms of this agreement.

If you have arranged to pay by Automatic Payment from your Bank account or credit card, you may choose:
(a) to pay the e-TAG Deposit for each e-TAG; or
(b) to pay the e-TAG Monthly Fee for each e-TAG.

If you have not made arrangements to make an Automatic Payment from your Bank account or credit card (that is you have chosen to make Manual Payments), you must pay the e-TAG Monthly Fee for each e-TAG.

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 cancelled the Roam Registration of your Nominated Vehicle, Vehicle, otherwise you will be liable to pay an e-TAG Non-Return Fee. You must not sell the e-TAG or the right to use it, but you may permit others to use it (subject to the terms of this agreement).

You will also be liable to pay an e-TAG Non-Return Fee if your e-TAG is lost, damaged, destroyed or made faulty by you or any other person you have allowed to use your e-TAG.

10. Charging tolls to your Account

We will charge a toll to your Account for each Trip taken by your Nominated Vehicle when we detect your Nominated Vehicle, your e-TAG or the Number Plate Details of your Nominated Vehicle at an Electronic Toll Point, subject to clause 16.

If you have given us incorrect information about the Class of your Nominated Vehicle(s) or other vehicle(s) you drive on any Eligible Toll Road we may charge you the applicable Tolls based on the vehicle's correct Class

11. Payment of your Account

There are two payment options for e-TAG Accounts:

(a) Manual Payment – you must maintain a pre-paid Account Balance, and tolls, Fees and charges are deducted by us from your Account Balance. When your Account Balance is at or below the Top Up Trigger you must top up your Account by making a Manual Payment; or
(b) Automatic Payment – the pre-paid Account Balance is maintained in your Account automatically. Tolls, Fees and charges are deducted by us from your Account Balance. When your Account Balance is at or below the Top Up Trigger your Account will be automatically topped up by us drawing the Agreed Replenishment Amount by Automatic Payment from your Bank account or your credit card.

Where you pay your account via an accepted credit card or debit card, you may be charged a Credit Card Surcharge on the amount paid.

Each pre-paid Account has an upper limit of $4,999, irrespective of the method of payment. If your Account Balance is $5,000 or above, we will report your details to AUSTRAC in accordance with the Anti-Money Laundering and CounterTerrorism Financing Act 2006 (Cth).

12. When is a payment made?

Payments are made to your Account when we receive them. In some circumstances, this may take up to two Business Days after you organised the payment.

If you have arranged to pay by Automatic Payment from your Bank account or your credit card, we will receive your Automatic Payment when it is credited successfully to our Bank account.

If you have not made arrangements to make an Automatic Payment from your Bank account or your credit card, you are responsible for topping up your Account by making a Manual Payment.

If you pay by Manual Payment or your Automatic Payment has failed, we will receive your payments:
(a) if by cash or credit card, BPAY®, or EFTPOS, when the person making the payment:
(b)in person at Australia Post, is given a receipt for that payment; or
(c) by electronic systems, our website or telephone, is given a receipt number for that payment; or
(d) if by cheque, when the proceeds of the cheque have been cleared.

 

If a payment is not made successfully, we may charge the Declined Top Up Administration Fee to your Account (e.g. if a cheque or direct debit is dishonoured) 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.

Failure to make a payment to us due under this agreement may result in the Account being suspended or cancelled. If you continue to travel on Eligible Toll Roads when the Roam Registration is suspended or cancelled, you may be issued with a Toll Notice or a penalty notice and be liable for a fine. You agree to pay any tolls and Toll Administration Fee that the Toll Notice requires you to pay in accordance with the requirements of that Toll Notice.

13. When you agree to additional payments

We may charge any Fee, tax, charge or amount to your Account if you have agreed to pay or you owe that Fee, tax, charge or amount to us under this agreement.

We may use amounts in your Account to pay any toll, Fee, tax, charge or amount that you owe us, in any way we reasonably decide.

14. Complaints, questions and disputes

If you have a dispute or wish to make a complaint about the Roam 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 viewed by the customer resolutions group.

If you are not satisfied with the response, you may take your complaint to the Tolling Customer Ombudsman. Unless you tell us that you disagree with your Account Balance within 60 days of receipt you will not be entitled to dispute the Account Balance recorded on the statement. Where you dispute your Account Balance, until that dispute is resolved you must continue to comply with this agreement as if the Account Balance recorded on the statement was correct.

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.

 

15. Changing the agreement

We may change this agreement (including any amount, Fee or deposit) and may assign or novate this agreement to another party by:
(a) publishing the changes on our website, 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 are as a result of changes in taxes, in which case this is not required). Changes to this agreement will apply from the date stated on our website or in the copy of the changes.

16. Suspension or Cancellation of the Roam Registration

If Trips are made by vehicles that are suspended or cancelled from the Roam Register and without any other arrangement, you will not have a valid arrangement in place. You may commit an offence which may result in you being issued with a Toll Notice or a penalty notice and be liable for a fine.

The Roam Registration of your Nominated Vehicle is suspended or cancelled when we record it as suspended or cancelled on the Roam Register or remove it from the Roam Register.

We may suspend or cancel the Roam Registration of any or all of your Nominated Vehicles if:
(a) your Account Balance is zero or less or has not been paid within the required time period;
(b) we are required to do so by law; or
(c) for any other reason (including breach of this agreement by you) we reasonably consider suspension or cancellation of the Roam Registration of your Nominated Vehicle is necessary.

If you wish to use a vehicle on any Eligible Toll Road after the Roam Registration of your vehicle has been suspended, you must first contact us by telephone to re-register your vehicle on the Roam Register. Your vehicle will be re-registered on the Roam Register when your Account Balance is more than the Top-Up Trigger relating to your Account. Alternatively, you may make arrangements to pay tolls through another service provider.

Re-registration of a vehicle on the Roam Register may require payment by you of any amounts owed by you to Roam and may take up to 48 hours following receipt by Roam of any such payment. If Trips are made by the vehicle during this 48 hour period, the vehicle may not have been re-registered on the Roam Register and you or the driver of the vehicle may commit an offence and may receive a Toll Notice or a penalty notice and be liable for additional Fees or a fine.

Any toll incurred for a vehicle registered to your Account during suspension will be charged to your Account on its re-registration. In addition, Roam may charge a Toll Notice Transfer Fee or Toll Administration Fee (as applicable) incurred in relation to Toll Notices issued during the period of suspension to your Account.

If you do not re-register your vehicle with us or do not make arrangements to pay tolls through another toll road service provider and your vehicle is detected on any Eligible Toll Road after its Roam Registration has been suspended or cancelled, the driver of that vehicle may commit an offence and it may result in you being issued with a Toll Notice or a penalty notice and be liable for a fine.

If the Roam Registration of all Nominated Vehicles linked to your Account is cancelled, then within 5 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.

17. When this agreement ends

This agreement ends 20 Business Days after the Roam 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 that arose at or before the end or cancellation of this agreement.

18. Liability

To the maximum extent permitted by law, we are not liable (whether in agreement, 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 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, including statutory consumer protection.

19. Notices

Notices (including any written communications or statements) may be given to you:
(a) personally;
(b) by being left at or sent to your Address;
(c) by being sent by fax to the fax number last notified to us;
(d) by signalling your e-TAG to give beeps each time your e-TAG passes an Electronic Toll Point;
(e) by sending an SMS message to the mobile phone number last notified to us;
(f) by sending an email to the email address last notified to us; or
(g) by publishing details on our website.

Notices to us may be:

(h) sent or delivered to us at our address;
(i) sent by fax to our fax number; or
(j) sent by email to our email address.

 

Our contact details are on the our website.

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:
(k) sent by a fax machine that 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;
(l) sent by post, they are taken to be received on the expiration of three Business Days after the date of posting;
(m) sent by SMS or email, they are taken to be received on the expiration of one Business Day after the date of sending;
(n) 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.

20. 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. Please visit www.roam.com.au or contact Roam for a copy of our Privacy Policy.

You consent to any information (including personal information) about your Account, and any information you provide to Roam, being disclosed by us to credit reporting bodies or to debt collection agencies where you are in payment default.

Please visit www.roam.com.au or contact Roam for a copy of our Credit Reporting Policy.

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 (and the operator's preferred tag service provider) and RMS any information (including personal information) that is required for toll collection or enforcement.

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 Westlink M7 and other Eligible Toll Roads. You can ask not to receive such communications at any time.

21. Online Services

Our online services (including our websites, apps, email communications, social media profiles and other online services) may use Google services such as Google Analytics, Google Ads and Google Maps (e.g. ‘Autocomplete’ for address entry) from time to time. By using our online services, you are agreeing to be bound by Google’s Terms of Service.

22. Cashback Scheme

Cashback has been established by the NSW Government for motorists to claim back their M5 tolls (excluding GST and all other fees) from the RMS.

You may be eligible for Cashback if you:

(a) drive a vehicle on the M5 which is registered in NSW with a private usage shown on the registration papers, e.g. "Private General" or "Charitable";

(b) have an e-TAG Account with us and tell us that you wish us to register your Account with the RMS for Cashback;

Please visit https://www.roam.com.au/help/m5-cashback-scheme or contact Roam for further details about how to register your Account for Cashback.

If you join Cashback, we are obliged to send to the RMS each month the name, address, Trip and toll details of customers who have informed us they wish to participate in Cashback. This is for RMS audit verification purposes. You consent to this disclosure.

Your Number Plate Details may be photographed at the M5 toll plaza for audit verification purposes. For further information about Cashback, contact RMS on 1300 133 310 or email cashback@rta.nsw.gov.au.

23. General

This agreement is the entire agreement

This agreement is the entire agreement about your Account, e-TAGS linked to 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. To the maximum extent permitted by law, the provisions of the Competition and Consumer Act 2010 (Cth) and the Fair Trading Act 1987 (NSW) are excluded. Our liability for a breach of any term or warranty under the Competition and Consumer Act 2010 (Cth) and the Fair Trading Act 1987 (NSW) which by law cannot be excluded from this agreement is limited to the maximum extent the law allows.

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 of 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:

(a)    fails to exercise it;

(b)    only exercises part of it; or

(c)     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 Roam 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.

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.

23. 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 two 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 Sydney;
(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) a reference to a clause is a reference to a clause of this agreement.
(i) a reference to a clause is a reference to a clause of this agreement.

This agreement and the transactions contemplated by this agreement are governed by the laws of New South Wales.

Definitions

Account means your account with us;

Account Balance means 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;

Address means the last mailing address advised to us by you;

Agreed Replenishment Amount has the meaning given in clause 24;

Automatic Payment means a standing authorisation given by you to us over a Bank account or a credit card;

Bank means any bank or financial institution including a credit card provider;

Business Day means any day that is not a Saturday, Sunday or public holiday in NSW;

Cashback means the M5 Cashback Scheme established by the NSW Government;

Class means a class of vehicles, each Class defined as follows:
(a) Class 1 (Motorcycles) means motorcycles with two wheels, including motorcycles with single-wheeled sidecars or with small single-axle motorcycle trailers;
(b) Class 2 (Cars) means cars and other vehicles that are less than 2.8 metres in height and less than 12.5 metres in length; and
(c) Class 4 (Heavy vehicles) means all vehicles that do not meet Class 1 or Class 2 definitions;

Credit Reporting Policy means the credit reporting policy available from the Roam website;

Declined Top Up Administration Fee has the meaning given in clause 24;

Detailed Statement means a listing of tolls (showing all trip details) and fees charged to your account by month/quarter;

Electronic Toll Point means any place on an Eligible Toll Road where vehicles are detected by an electronic tolling system;

Eligible Toll Road means Westlink M7 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. Some Eligible Toll Roads may only accept e-TAGs. For further details please refer to the Roam website;

e-TAG Deposit means an e-TAG deposit described in clause 24;

e-TAG Monthly Fee has the meaning given in clause 24;

e-TAG means the transponder owned by us or our contractor and licensed to you for the duration of this agreement;

Fee means any fee or other amount payable to us by you when certain events occur, as set out in clause 24;

Holder means the device that will be supplied with your e-TAG for the purpose of attaching the e-TAG to the windscreen;

Manual Payment means a payment received by us by way of cash, a manual credit card or EFTPOS transaction, a bank cheque or a personal cheque. Manual Payments may be made through our website, by telephoning us, in person at selected 7 Eleven, newsagents and United Petroleum outlets, or through other means that we may advise;

Nominated Vehicle means each vehicle you have asked us to link to your Account and is registered on the Roam Register;

No Tag in Vehicle Fee  has the meaning given in clause 24;

Number Plate Details means the combination of numbers, letters or numbers and letters, and the State of registration on the number plate of your Nominated Vehicle, as assigned to that vehicle by the relevant vehicle registration authority (e.g. RMS);

Payment Card Surcharge has th emeaning given in clause 24; Privacy Policy means the privacy policy available from the Roam website;

Privacy Policy means the privacy policy available from the Roam website;

Remaining Account Balance means the total of any:

  • credit Account Balance;
  • e-TAG Deposit; and
  • any other amounts which are treated like a security deposit, that remains after all outstanding Fees, taxes, tolls, charges and any other amounts which you owe us are deducted; RMS means Roads and Maritime Services of New South Wales;

Roam, we, our or us means Roam Tolling Pty Limited ACN 103 186 670 and includes its contractors and agents;

 

Roam Register means the register of vehicles that are subject to customer service agreements established and maintained by us;

Roam Registration means the registration by us of your vehicle on the Roam Register by linking it to your Account;

Summary Statement means a listing of tolls and fees charged to your account by month/quarter;

Detailed Statement means a listing of tolls (showing all trip details) and fees charged to your account by month/quarter;

Toll Administration Fee has the meaning given in clause 24;

Toll Notice is a request for payment (or further request for payment) which may include tolls payable by you and a Toll Administration Fee;

Toll Notice Transfer Fee has the meaning given in clause 24;

TCO Tolling Customer Ombudsman means the Ombudsman for the tolling industry and the contact details can be obtained from the Roam website;

Top Up Trigger has the meaning given in clause 23;

Trip means the driving of a vehicle in one direction through one or more Electronic Toll Points uninterrupted by exit and subsequent re-entry on a single Eligible Toll Road;

Vehicle Matching Fee has the meaning given in clause 23;

Westlink M7 means the motorway of that name between Prestons and West Baulkham Hills in Western Sydney; and you/your means you, the customer, who has opened the Account with us and your properly authorised agents.

24. Fees and other amounts relevant to your Account

The following Fees and amounts are payable as described in this table (inclusive of Goods and Services Tax (GST) where applicable).

Fee or amount Description Amount, Fee or Deposit
Additional e-TAG Amount The amount payable per additional e-TAG that is linked to your Account after it is opened. If you pay the e-TAG Deposit for your e-TAGs: If you pay the e-TAG Monthly Fee for your e-TAGs: $90.00 per additional e-TAG (comprising $50.00 top up plus $40.00 e-TAG Deposit).
$50.00 top up per additional e-TAG.
Additional e-TAG Holder Fee The amount payable per additional e-TAG Holder that you request. If you request an additional e-TAG, one e-TAG Holder will be provided with the e-TAG free of charge. $3.00 per additional e-TAG Holder.
Additional Statement Fee The amount debited to your Account when you request an additional statement. $3.60 per statement requested.
Agreed Replenishment Amount If you choose to make Manual Payments:
The minimum amount that you must pay to top up your Account.
If you choose to make Automatic Payments:
The amount drawn from your Bank account or credit card after the Account Balance falls below the Top Up Trigger
Either:
(a) the greater of: $50.00; and the difference between your Account Balance and $50.00; or:
(b) any larger amount selected by you and agreed by us
Credit Card Surcharge This is the amount that Roam will add to a payment to your Account, when you make a payment by credit card. The variable charge imposed on us by the credit provider (or less) to process your payment to Roam. Current Credit Card Surcharge rates are available when you visit www.roam.com.au
Debt Cost Recovery Fee Any costs (including legal costs) incurred by us in recovering a debt from you. These costs will be debited to your Account and also recovered. If your Account is in arrears and we attempt to recover the debt from you the Debt Cost Recovery Fee will be debited to your Account and the aggregate of that debt and any applicable Fees may be recovered from you by us. Amount incurred by us.
Declined Top Up Administration Fee The amount that will be debited from your Account if your payment is not successfully made, unless the unsuccessful payment is caused by us or our Bank. The charge imposed on us by our Bank as a result of your unsuccessful payment.
e-TAG Deposit If you pay the e-TAG Deposit for each of your e-TAGs: The refundable deposit must be paid to us prior to issue of each new e-TAG. The e-TAG deposit will be withheld by us and is not refundable if your e-TAG is lost, damaged, destroyed or made faulty by you or any other person you have allowed to use your e-TAG, or if you do not return any or all e-TAGs to us when this agreement requires you to do so. $40.00 per e-TAG.
e-TAG Monthly Fee If you pay the e-TAG Monthly Fee for each of your e-TAGs: This amount will be debited from your Account each month. $0.90 per month per e-TAG linked to your Account.
e-TAG Non-Return Fee If you pay the e-TAG Monthly Fee, and if you are unable to return the e-TAG to us when we request it, then this amount will be debited to your Account. $40.00 per e-TAG that you are unable to return to us.
Manual Top Up Fee If you choose to make Automatic Payments: Although you will set up an Automatic Payment arrangement if you choose the Automatic Payment option you may still make occasional Manual Payments. This amount will be debited to your Account if you make a Manual Payment to your Account. (Unlimited Automatic Payments may be made without incurring this Fee.) $1.50 per Manual Payment.
Monthly Account Fee If you choose to make Manual Payments only: The amount debited to your Account each month so that you can make unlimited Manual Payments to your Account $1.30 per month
Monthly Statement Fee The amount debited to your Account for us to send you a paper statement each month by mail. $1.00 per month.
No Tag in Vehicle Fee We will debit the No Tag In Vehicle Fee from your Account (as well as tolls), for each Trip that any Nominated Vehicle is detected using any Eligible Toll Road without a Tag also being detected.We will not charge the No Tag In Vehicle Fee if we are responsible for the failure to detect your Tag.
 For details of fees please refer to our Website.
Opening Amount The amount payable per e-TAG to open your Account. If you pay the e-TAG Deposit for each of your e-TAGs:
If you pay the e-TAG Monthly Fee for each of your e-TAGs:
$90.00 per e-TAG linked to your Account when it is opened (comprising $50.00 top up plus $40.00 e-TAG Deposit).
$50.00 top up per e-TAG linked to your Account when it is opened.
Payment Card Surcharge This is the amount that we may add to a payment to your Account, when you make a payment by an accepted credit card or debit card. If you make a payment by an accepted credit card or debit card we are charged a merchant service fee by your financial institution.
The current Payment Card Surcharge rates are available when you visit www.roam.com.au
Quarterly Detailed Statement Fee The amount debited to your Account for us to send you a detailed statement each quarter by mail. $1.00 per quarter
Suspension Fee This is the amount that may be debited from your Account if the Roam Registration of your vehicles has been suspended or cancelled other than following your request. $11.00 for the suspension of vehicles linked to your Account.
Toll Administration Fee An amount that may be payable in relation to a Toll Notice For details refer to our website.
Toll Notice Transfer Fee This fee is fixed by an operator of an Eligible Toll Road and may be payable if you receive a Toll Notice and elect to charge it to your Account. For details of fees please refer to our website.
Top Up Trigger If you choose to make Automatic Payments: When your Account Balance falls to this amount we will draw the Agreed Replenishment Amount from your Bank account or credit card.
If you choose to make Manual Payments: When your Account Balance falls to this amount you should top up your Account.
$20.00, or any larger amount as agreed.

$25.00
Vehicle Matching Fee We will debit the Vehicle Matching Fee from your Account (as well as tolls), for each Trip that any Nominated Vehicle is detected using any Eligible Toll Road without an e-TAG also being detected.
We will not charge the Vehicle Matching Fee if we are responsible for the failure to detect your e-TAG.
$0.75 per Trip for Trips on Westlink M7. Vehicle Matching Fee will be waived for Trips by Class 1 vehicles (motorcycles) on Westlink M7.
Other amounts may be charged per Trip on other Eligible Toll Roads – please refer to the website of the relevant Eligible Toll Road

How to contact Roam

Internet: roam.com.au
Email: enquiries@roam.com.au
13 TOLL (13 8655)
Fax: 02 9254 4916

Roam Tolling Pty Ltd
Locked Bag 5002
Parramatta NSW 2124

Roam is a trademark.
®e-TAG is a registered trade mark.
®Registered to BPAY Pty Ltd ABN 69 079 137 518