What people mostly ask us about E-way®

For E-way On-line Help Desk FAQs, please click here.

Availability of Electronic Tolling across Sydney and Australia wide

Q: Is electronic tolling available on any other toll roads in Sydney?
A: Yes. Your E-way® tag can be used on all toll roads throughout Sydney and Australia wide.

Q: Can I use an E-way® tag in another state?
A: Yes your E-way® tag will operate on all toll roads Australia wide.

Switching to E-way®

Q: How do I apply for an E-way® account?
A: It's easy to apply for an E-way® account. The next time you pass through a manual lane at the toll plaza simply ask your attendant. Or, you can click here to use the application form on this website.

Q: How do I ask for additional or replacement E-way® tags?
A: If you are an existing E-way® user and your account is paid by credit card or direct debit from your bank account, fax a request to our Customer Service Section on (02) 9824 - 3988 telling us how many tags you need, the class of the vehicle and the type of windscreen (sloped or vertical). Alternatively call us on 1300 555 833 during business hours Monday to Friday. Or click here to order online.

Q: How much does it cost to get an E-way® tag?
A: Motorists wishing to get an E-way® tag will need to pay a deposit of $40 for the E-way® tag. The deposit is fully refundable when you return the E-way® tag in good order and close your account.

Q: Do E-way® customers pay a higher toll than other M5 users?
A: No, the toll is the same for all motorists using the M5.


Paying my Account

Q: How do I pay my E-way® account?
A: E-way® accounts are paid using either a credit card or a direct debit account. Refer to the application form for details.

Statements

Q: Will E-way® usage appear separately on my statements?
A: Yes. Your M5 E-way® trips are clearly identified. Your statements also show trips that you have made on other motorways supporting interoperable electronic tolling.

E-way® Tag Operation

Q: How do I know that my E-way® trip has registered properly when I pass through a toll lane?
A: Provided that your E-way® tag is correctly mounted, when you pass through the toll lane the E-way® tag should emit a sound. The following table indicates what each sound means.

If the E-way® tag does not register correctly, a photograph is taken of your vehicle as it passes through the toll plaza (you may notice the camera flash in your rear view mirror). If we do not hear from you within 48 hours a letter is dispatched requesting payment of the toll plus an administration fee of $10. Upon receipt of the letter, you should phone 1300 555 833 immediately (Monday to Friday) in order to discuss your account. Don’t ignore these letters. If you do, you will receive an infringement from the NSW Infringement Processing Bureau. The fine is currently $141.00 for each offence.

If you did not pay your toll, please click here.

Q: What is the approximate life span of an E-way® tag battery?
A: The battery contained within your E-way® tag should last for approximately five years. A low battery will not register (no beep) when you pass through a toll lane. You need to report this (or any other fault) to us as we are responsible for replacing the battery.

Q: Do the E-way® tag brackets deteriorate?
A: No. However, if one breaks we will happily replace it for a nominal charge to cover postage and handling.

Q: What does it cost to replace a faulty E-way® tag?
A: It will cost nothing to replace a faulty tag.

Q: What are Class 2 or 4 vehicles?
A: E-way® is calibrated to charge a toll for two classes of vehicles-
Class 2: vehicles not exceeding 2.0 metres in height and with three axles;
Class 2: vehicles not exceeding 2.8 metres in height and with two axles, and
Class 4: all vehicles that do not confirm to the aforementioned requirement.

Q: Is my E-way® tag interchangeable between vehicles?
A: Yes, you can transfer them between vehicles of the same class, but care needs to be taken when removing them from the holder. Be sure to mount your tag using the correct bracket and do not use the tag on vehicles which are not the same class. If you do so, we will always charge you the toll for a Class 4 vehicle and may choose to close your account if you continue to do so.

Q: Do I need to attach the E-way® tag to the tag bracket?
A: To ensure that your E-way® tag reads properly you must attach the tag to the tag bracket on the windscreen. Incorrect usage may result in you being charged an administration fee of $10 as well as the toll if your E-way® tag does not read.

DO NOT HOLD THE TAG AS YOU PASS THROUGH THE TOLL PLAZA. MOUNT IT IN THE TAG BRACKET ON THE WINDSCREEN.

E-way® Tag Security

Q: What should I do if my E-way® tag is stolen?
A: You need to call us immediately on 1300 555 833 (Monday to Friday) and report the theft.
E-way® will de-activate the tag after such notification and will notify the operators of participating tollroads that the tag can no longer be used. You are liable for tolls, charges and fees satisfied with a lost or stolen tag
until the time that E-way® is able to de-activate the tag and has
notified the operators that the tag has been de-activated.

Q: If my vehicle is stolen will my tag deposit be refunded and will I incur a fee if I choose to replace the tag?
A: Your deposit will only be returned when your E-way® account is closed and the E-way® tag is returned. You will be required to pay another deposit if you choose to replace the stolen tag.

Q: What does it cost to replace a lost or stolen E-way® tag?
A: It currently costs $49.50 of which $40.00 is refundable if you return the tag in good order.

Q: Would it be difficult to remove an E-way® tag from a vehicle?
A: No, E-way® tags can be removed easily so care should be taken to secure your vehicle at all times.