Outstanding debt

Financial Hardship

While we expect customers to limit their use of toll roads to remain within their ability to pay, we recognise that people can experience financial hardship and may need additional assistance and flexibility.

If you're facing financial difficulties and need assistance with your Sydney Harbour Bridge or Sydney Harbour Tunnel Toll Notices, we are here to help and will work with you to find the best solution for your situation.

We recognise and understand that personal circumstances can change, and we are committed to supporting you during times of financial hardship.

Here’s how you can apply for assistance:

Please contact our E-Toll Customer Service Team at 13 18 65. Have your licence plate number and E-Toll account number ready.

Our team will verify your contact details and submit your case to our dedicated Toll Recovery Team. You can expect to hear from the Toll Recovery Team within 5 working days. They will review and discuss your situation and provide a personalised solution to help you with your outstanding Sydney Harbour Bridge/Sydney Harbour Tunnel toll notices.

For help with toll notices for other toll roads, please contact the relevant toll road operator listed on your toll notice.

Toll payment timeline

The below diagram outlines the timeline for toll fee payments and the process for unpaid toll fees.

Why have I received a letter demanding payment of unpaid tolls?

Transport for NSW E-Toll provides tolling services for the Sydney Harbour Bridge and Sydney Harbour Tunnel.

If you travel on one of our toll roads without a valid pass or tag account, or if your pass or tag is not active at the time of travel, a toll notice will be sent to the registered operator of the vehicle. This notice requests payment for the trip and includes additional administration fees.

According to our Terms and Conditions, outstanding debts (including Toll Notices) may escalate to a letter of demand by Transport for NSW or referred to Revenue NSW to commence debt recovery action. This may happen under circumstances such as:

• both the first toll notice and the final reminder toll notice remain unpaid,
• your E-Toll account has a negative balance and you have received at least one first and final notification, yet your debt remains unpaid

If you receive a letter from Transport for NSW E-Toll and/or Revenue NSW, please pay the total amount due or contact the agency listed in the letter immediately to discuss your options. Transport for NSW or Revenue NSW can work with you to negotiate settlement terms or create a repayment plan that suits your needs.

Contact Details:

Collection agency	Phone
E-Toll Contact Centre	13 18 65
Revenue NSW	1300 655 805

Note: For any queries relating to toll notices other than the Sydney Harbour Bridge or Tunnel, please refer to the contact details provided on the toll notice issued to you.

Can I settle the outstanding debt directly with E-Toll if I receive a notification from Revenue NSW?

If you have received a notification from Revenue NSW regarding an outstanding debt, you cannot settle that debt directly with E-Toll. You will need to follow the instructions provided in the Debt Notice or Debt Recovery Order from Revenue NSW.

Please note that any unpaid tolls mentioned in the debt notice will no longer be available for payment on the E-Toll website. However, there may still be additional unpaid toll notices that have not yet been escalated to Revenue NSW. These can be paid directly through the E-Toll website, and you can find them by searching with your vehicle registration.

Why do I have to pay the toll notices?

In NSW, it is unlawful to fail to pay road tolls when they are due.

Is it legal for TFNSW to provide contact details to toll road operators without the knowledge of the motorist?

Yes, it is legal. The law permits TfNSW to share certain customer details with toll operators under specific circumstances. This is governed by Clause 133 of the Road Transport (Vehicle Registration) Regulation 2017 and Clause 104A of the Road Transport (Driver Licencing) Regulation 2018.

What do I do if a Toll Operator debt collector calls me? Can TfNSW help me?

If you receive a call from a motorway toll operator or debt collector regarding unpaid tolls, you should make any repayment arrangements directly with them.

TfNSW cannot assist in these circumstances.

What if I was not driving the vehicle at the time of travel?

In this case, you can transfer the toll notice by nominating the person who was driving at the time, if the trip is less than 60 days old and civil debt proceedings have not begun.

To do this, you will need to complete a statutory declaration form. You must provide the driver’s name, address and Driver licence number. This form needs to be witnessed and signed by an authorised person such as a legal practitioner or Justice of the Peace.

You will need a separate statutory declaration for each toll notice which should then be posted to:

Toll Compliance Management
Locked Bag 5004
Parramatta NSW 2124

How can I stop receiving toll notices?

The simplest way is to open an electronic tag or pass account before you travel. To do this, contact an electronic tag and pass provider to discuss your options. You can also add your licence plate number to an account which allows you to pay for your tolls even if you travel without your tag.

To find these providers visit the NSW Government website and select ‘How to Get an Electronic Tag or Pass’.