Closing an account

How to close your E-Toll account? 

You can close your E-Toll account by logging in to your account and raising an enquiry, by attending any centre, by post or by calling 13 18 65.

If you are sending your closure request by post, you will need to include a signed note requesting your account to be closed including any tags linked to your account.

Your account cannot be closed if you owe us money. You will need to make any outstanding payments before your account can be closed.

Accounts in a business name must have:

1. A letter requesting the account closure.
2. The request to close the account must be signed by the account holder, CEO, Director or Manager requesting (this does not need to be on company letterhead).
3. Business name and ABN must be included in the letter with any tags that they are returning by post.

To request closure of your account by post, please mail the signed note and tags to:

E-Toll Business Operations 
PO BOX 1447 
Parramatta NSW 2124

How do I return my tags once I've closed my account?

You can either return your tags via post, or by handing them in at any Service NSW centre. If your tags are not returned within 15 business days after requesting account closure, you will be charged a $40 non-return tag fee (per tag).

You don't need to return your tag holder.

If you have a tag from a different operator, you will need to return it to them.

To return your E-Toll tag, mail to:

E-Toll Business Operations 
PO BOX 1447 
Parramatta NSW 2124

Note: A tag damaged fee may be charged if the tag is damaged, defaced or shows signs of tampering.

Can I still log in to my E-Toll account after it has been closed?

Yes. You can still log in to your account for up to two years after the closure date.

You should also consider downloading any statements from your account you might need access to in the future.

Finalising your E-Toll account

Once you have requested that your account be closed, we will wait 25 days plus and additional seven (7) business days for the remaining funds to be refunded to your nominated payment method. Please ensure your account is active so we can process any applicable refunds.

This ensures that any trips made between your account closure and returning your tag are paid for, and you do not receive a Toll Notice.

If you have an automatic top-up on your account and trips are taken before your account is finalised, a payment may be taken to bring your account to the minimum balance.

There may be delays in toll road operators informing E-Toll of trips.

If a Toll Notice is issued for a trip on the Sydney Harbour Bridge/Tunnel that occurred before your E-Toll account closure date, you may request us to process that trip using your E-Toll account. We must be notified of the relevant trip within 25 days of requesting your account closure.

If you require further assistance in closing your account, please call 13 18 65.

Will I receive a refund of any balance on my E-Toll account?

Before you close your account, check your payment details are correct so we can send any refunds to the payment method linked to your account.

Once you have requested that your account be closed, we will wait 25 days plus an additional seven (7) business days for the remaining funds to be refunded to your nominated payment method.

In most instances, we will provide a refund to the Credit/Debit card linked to your account. In some instances, we will need to send a cheque  to the address listed on your account, This can take up to 8 weeks.

Important: Before you close your account, please log in to your account and check that your payment details, mailing address and contact details are correct to avoid any delays in receiving your refund.

Can I authorise another person to close my E-Toll account? 

Yes. You will need to provide a letter that outlines you authorise the person (full name and address) to close your account on your behalf. Please ensure you provide your full name, address, account number and signature.

Closing the account because of a deceased estate

If the account closure is a result of a deceased estate, a spouse or partner will need to provide supporting documentation to close the account. Supporting documentation includes a copy of the death certificate or probate, a notice of passing, and the person's identification along with any supporting documents that prove executor, enduring guardian, or power of attorney.

We understand this is a difficult time and we will work with you to sort out any issues, debt owing on the account, unpaid toll notices or any refunds due.

Tags

Please return any tags linked to the account within 15 business days to any SNSW Centre, to avoid being charged a $40 non-return tag fee (per tag).

If the tags are lost or you don’t have them, you can still close the account however, a non-return tag fee will be charged to the account.

Please return all tags to a Service NSW centre, or by post. You will need to include a signed note requesting the account to be closed, and any relevant documents. Please ensure you record your tag number/s in the letter.

To request closure of the account by post, please mail the relevant documents and tags to:

E-Toll Business Operations 
PO BOX 1447 
Parramatta NSW 2124

Refunds

If there are any funds remaining in the account, we will issue a refund cheque to the estate of the deceased which may take up to 8 weeks. Please provide a postal address for us to send this to.

If you want to use toll roads after you have closed the deceased account, make sure you open a new account or you may receive a toll notice.

Transferring an account because of a deceased estate

If you wish to transfer the deceased account, this can only be requested by the surviving spouse or partner. You can do this by attending any Service NSW Centre and submitting a transfer form along with supporting documentation and identification.