We want to apologise to our customers.
We've recently identified some cases in Victoria where vehicles travelling on CityLink and/or West Gate Tunnel have been incorrectly classified, resulting in some customers being charged incorrectly for toll charges.
We know this is not the experience our customers expect from us, and we are sorry for the inconvenience this has caused.
What are we doing about it?
We are working as quickly as possible to identify affected motorists, fix classifications and address any incorrect charges.
For affected customers, we will be providing toll credits or refunds that will cover the amount overcharged and recognise the inconvenience.
How we are improving our systems
We are enhancing our vehicle classification processes to improve accuracy and provide a better, more reliable experience for customers who travel on CityLink and West Gate Tunnel.
This includes strengthening how vehicle information is verified and improving our systems to reduce the risk of incorrect classification occurring in the future.
