Sanral clarifies queries
Sanral says that they are aware of a number of queries regarding the E-toll billing system, which have risen in the month since the system first became operational.
“We would like to assure members of the public that we take their concerns seriously and are making every effort to deal with those which are valid.
“We encourage members of the public to report their problems through our call centre, 0800 726 725, so as to enable Sanral to deal with them swiftly and effectively,” says Vusi Mona, spokesperson for Sanral.
He adds that they would like to provide some clarity regarding the most common issues, which have been raised in the last few days.
He says that unregistered users can see their transactions on the Sanral website under the “Manage my VPC account” tab.
“This does not mean they are registering for E-tolls, but only that they want to view their overdue E-toll transactions, using their own security login details.”
Should they not want to do this, they can view their transactions under “Check Violations” by entering their South African identity number and vehicle licence plate number.
Also, they can phone Sanral’s call centre or visit their customer service centres to inquire about their overdue amounts.
The Violations Processing Centre (VPC) is the debt collection division within Sanral responsible for the collection and processing of overdue E-toll transactions and registered E-toll account holders.
Mona adds that payments can be made using the SMS reference or motorists can phone the call centre on 0800 726 725 and will be given the correct VPC reference. E-mailed invoices also display the VPC account number. Payments can be made by credit card, debit order, EFT or over the counter at any Sanral customer service centre.
He says that SMS and email messages do not replace invoices but are part of normal debt collection in everyday business practices.
“Critically, these are being sent out to afford the road user the opportunity to qualify for the relevant discounts if they settle the amounts within certain time periods.
“The possibility exists that a motorist can receive an invoice well after the period that would have entitled them to qualify for a discount.”
Mona says that Sanral sends bills to the registered owner of the vehicle, which has incurred the cost of using the tolled road.
“If someone has died and the executors or inheritors of the estate do not change the ownership of that person’s vehicles, including the termination of the mobile numbers or email addresses, then the bill will be sent to the last known details in Sanral’s possession,” he says.
With regards to motorists, who have not passed a gantry, receiving accounts, Mona says that this could be cloned vehicle.
“We urge such motorists to please report the incident so Sanral can flag this as a Vehicle of Special Interest and investigate.
“If you receive an SMS message and have not used the Gauteng road network, please call the call centre so we may check our records.”
This goes to show that Sanral did not consult