E-Tag Credit Initiative

E-tag customers who have paid a tag deposit will have this credited back to their tolling account, starting mid-October.

E-Tag Credit Initiative FAQs

What is E-Toll?

E-Toll is the Transport for NSW (TfNSW) provider of electronic tags and eMU passes (casual visitor toll pass). 

What are E-Toll tags and deposits? 

In the past, tag providers have generally asked customers to pay a security deposit for the tag they attach to their cars, as well as a pre-paid toll balance. Customers also nominate a top-up amount, which is charged when the toll balance drops below a certain amount. 

What is the E-Tag credit initiative?

TfNSW is always looking to improve our customers’ experience and provide greater value.

TfNSW is currently phasing out E-Toll tag deposits and crediting back deposits into account balances for customers to use towards their toll-road travel.

The E-Tag credit initiative will credit back E-Tag deposits paid by customers, with the value able to be used for their toll-road travel.

What does the change mean for me?

Am I eligible for E-Tag credit?

If you have paid a tag deposit and your account is an E-Toll prepaid account then you qualify for credit into your E-Toll account.

How much credit will I receive?

The amount of credit you receive will depend on how many tag deposits you have paid. In the past, E-Toll has provided free replacement tags for customers’ second and third tags attached to the same account. This means not every tag has a deposit attached to it. TfNSW will only credit back tag deposits that have been paid and held by TfNSW.

Each account is different. When you view your account online you will see the “number of tags” attached to your account and the “tag security deposit” amount you have paid. That is the amount that will be credited back to you.

When will I receive my credit?

The credit will appear on your October statement. 

What do I need to do to receive my credit?

Nothing. The credit will appear on your statement as “account credit”.

What is an “inhibited” account?

If your account is “inhibited” it means E-Toll has not been able to top-up your E-Toll account from your nominated bank account. For example, it might be because your bank details have changed since you first set up your E-Toll account. 

If your account is “inhibited” a message will appear on your account online and you’ll receive an email. You will still receive your tag deposit credit even if your account is inhibited. 

When the tag deposit credit is applied to your account it may bring your account back into a positive balance, or it may require an additional top up.

I am still using my original E-Tag. How do the changes affect me?

There is no change to the way you use your tag or your account. But you will see an additional balance on your account to use towards your tolls or your outstanding toll notices. 

What if my E-Tag has been lost or stolen?

You can report your tag lost or stolen online through your online account. If your tag is stolen and you have a police event number, please contact our call centre on 13 18 65 to report the incident.

You will not be charged the lost-tag fee if the tag has been reported as lost, damaged or stolen, as long as this is done before 1 November 2021.

If you return a tag that has been reported as lost or stolen before 1 November you will also not be charged a lost tag fee.

If you find your lost tag, please return it. To find out how visit myetoll.transport.nsw.gov.au/help-and-faqs/faulty-damaged-lost-or-stolen-tags.

I no longer want to use E-Toll, what should I do?

For details on how to close your account please visit myetoll.transport.nsw.gov.au/help-and-faqs/managing-my-e-toll-account/closing-account. You will also need to return your E-tag/s. 

To find out how to return your E-Tag, visit myetoll.transport.nsw.gov.au/help-and-faqs/faulty-damaged-lost-or-stolen-tags. 

You have 60 days from the date you close the account to return your E-Tags. 

If you can’t return a tag when closing your account (before 1 November 2021) because it is lost or stolen, please notify us at the time of closure to avoid being charged a non-returned-tag fee of $40.

After 1 November 2021, if you do not return your tag/s within 60 days of closing your account, you will be charged a non-returned-tag fee of $40.

If your account has a negative balance that difference will need to be paid before your account is closed. Any remaining funds in your tolling balance will be returned after 31 days.

What if I haven’t used a toll road recently (the past 12 months)?

No problem. If your account is in a positive balance, you can keep using your tag if and when you need to travel on toll roads.

If your account is in a negative balance (“inhibited”) and hasn’t had any trips or transactions since 2019, your account will be automatically closed on 11 October 2021.

Please return any used/active tags to help us reduce wastage and to recycle and reuse your tag. To find out how to return your E-Tag, visit myetoll.transport.nsw.gov.au/help-and-faqs/faulty-damaged-lost-or-stolen-tags.

Can I use the E-Tag credit amount towards paying a toll notice? 

Yes you can. You will need to log on to the toll provider’s website and transfer the outstanding toll notice to your tag account by selecting “pay by tag”.

Can I have my credit paid into my bank account instead of my E-Toll account?

You can also request a refund via phone. First, log in to your account at myetoll.transport.nsw.gov.au and check that your nominated bank account is correct. Then call 13 18 65 to request your refund. 

Please allow 20 business days for the funds to reach your nominated bank account. 

If you’d like to be paid by cheque please allow two to four weeks.

I have my E-Tag but no longer use it, what should I do?

Please return your tag to help us reduce wastage and to recycle and reuse your tag. To find out how to return your E-Tag, visit myetoll.transport.nsw.gov.au/help-and-faqs/faulty-damaged-lost-or-stolen-tags. 

Statements

Will I still receive account statements?

Yes. Statements are issued monthly or quarterly (depending on your preference). If you are closing your account your will receive a final statement.

When will I receive my credit?

From 11 October 2021.

What will the new statements look like?

Your statement will look the same.

Where will I see my credit appear? 

Your statement will say: Statement – Adjust: ZERO TAG DEPOSIT CREDIT.