Frequently Asked Questions

E-way On-line

LOGGING ON

Q. System is not accepting my tag number

A. Please check that the tag number you are entering is a 7 digit number. The tag must be linked to your account and be an “active” tag, ie not marked “lost” or “stolen”. For further assistance, please contact our Customer Service Call Centre on 1300 555 833 (8am to 6pm).

Q. I am having trouble logging on with my password.

A. Select the “forgotten password”option which will generate an e-mail to you advising the existing password and try logging on again. If you are still experiencing difficulties, contact our Customer Service Call Centre (8am to 6pm Mon – Fri) on 1300 555 833.

ACCOUNTS

Q. If I make a change on-line, how long does it take before my account is updated?

A. Changes will be effected by 9am the next day.

Q. How long will it take before I can see a change on my website account if a Call Centre Operator has made the change on my behalf.

A. Changes will be effected by 9am the next day.

Q. How long will my statements be stored on-line?

A. Statements will be stored on-line for 2 years, starting from May 2007.

Q. How do I claim the RTA M4/M5 Cashback now that I’ve registered with E-way On-line?

A. The e-mail notification advising that your statement is available contains direct links to your E-way account and the RTA website to download your E-way statement and the RTA Cashback claim form. Sign the statement on every page, complete the claim form and post to the Roads & Traffic Authority, M4/M5 Cashback, Locked Bag 3, Dubbo NSW 2830.

LICENCE PLATE NUMBERS

Q. What if I’m applying for an account on-line and don’t want to provide any licence plate number details?

A. You will need to download an application form, complete it and post or fax it to us.

Postal Address: E-way, Private Bag 78, Moorebank NSW 1875 or fax 02 9824 3988.

Q. I’m applying for a new account and can only add four licence plate numbers. What do I do to add more?

Complete the application on-line and insert four Licence Plate Numbers. When the account is processed and tags are received, please either call our Customer Service Call Centre on 1300 555 833 to advise extra licence plate numbers or register with E-way On-line and insert additional licence plate numbers as required.

TAGS

Q. How long will it take to receive my tag once I have completed an account application and/or requested a tag on-line?

A. 7 to 10 working days.

Q. Can I re-activate a lost/stolen tag on-line?

A. No – you will need to contact our Customer Service Call Centre on 1300 555 833 (8am to 6pm Mon to Fri).

Q. Can I order a Motorcyle Card on-line?

A. No - you will need to contact our Customer Service Call Centre on 1300 555 833 (8am to 6pm Mon to Fri).

SECURITY

Q. How safe are my personal details, ie credit card/bank account details on-line?

A. E-way on-line does not store credit card information. Credit card data is transferred from the website to our database. Once the transfer is complete the data is removed from the website and only the last four digits of the credit card number are displayed on your account.

E-way On-line is protected by the latest firewall technology which protects data from being accessed by unauthorized users.

Q. How do I de-register?

A. Please contact our Customer Service Call Centre on 1300 555 833 (8am to 6pm Mon to Fri).

Q. If I de-register, does that mean my account will be closed and I can no longer use my tag?

A. No, your account remains open, however you will no longer be able to access your account using E-way On-line.

Q. I didn’t use the “Log Out” option when exiting, is this a threat to the security of my account details?

A. We recommend that you always choose the Logout option when you have finished using E-way On-line, however, once you have closed your browser (eg Internet Explorer) you will be logged out of E-way On-line. As an added security measure you will be logged out of E-way On-line automatically after five minutes of inactivity.

Please note that for security reasons we do not recommend the option some browsers support of remembering information such as your E-way On-line password.