Sanral to brief Committee on e-toll system

(Image: (WT-shared) NJR ZA, via wikimedia Commons)

Sanral communications manager Vusi Mona said: "We look forward to the opportunity to explain what went wrong with e-tolling, but also what went right."

Mona said while there were "too many customer complaints", of the 2.6 million individual vehicles on these highways monthly, only 0.3% have raised complaints.

"[It] translates into a very small percentage, but still a sizeable number, which can create the impression of a failed system.

"That is clearly incorrect. We apologise for any inconvenience caused to our valued customers. We close out the bulk of complaints within five days; over 85% are resolved by giving clarifications. It is clear from this that more customer education is needed," he said.

Mona said problems do not only arise because of inabilities at the toll collection service.

Sanral uses the eNatis data base, which is in many instances inaccurate as people don't forward their changed addresses, or the change of ownership of a vehicle.

"As a result, some people may be getting wrong invoices which we regret but we can only work off an official data base. We will be initiating a campaign to remind vehicle owners of their legal responsibilities regarding eNatis," he said.

Some of the other problems, Mona said, included the strike at the Post Office and a website which is occasionally slow because it is sometimes overwhelmed when too many users go to it.

"With such a high number of users, problems should have been expected. Fact is that the numbers indicate that e-tolling is working.

"We don't deny that there are problems but are working to overcome them. It is a good opportunity to communicate where e-tolling is at right now and how Sanral plans to improve the system," he said.