Markets 
Tens of thousands of Victorian motorists wrongly slugged additional toll charges since 2015 will be refunded after a mass billing error.
Roadway giant Transurban, which owns the tolling brand Linkt, on Friday revealed the error that affected about 90,000 customers.
The mistake stemmed from vehicles being incorrectly classified in Linkt’s system, which Transurban’s general manager of customer experience, Chris Jackson, conceded “should not have happened”.
“We apologise to our customers,” Jackson said in a statement.
“We are working as quickly as possible to identify affected motorists, fix classifications and address any incorrect charges. Customers who are affected will receive an email or letter from Linkt with more information.
“They do not need to contact Linkt – we’ll be in touch.”
Early analysis suggests about 75 per cent of affected motorists are expected to receive a credit or refund of $50 or less to rectify the incorrect charges.
Linkt also published an advertisement on page four of The Age newspaper on Friday to alert customers to the error. The mistake affected motorists who travelled on the CityLink or the West Gate Tunnel, the ad said.
Motorists take about 110 million trips on Linkt toll roads in Victoria annually. The error is estimated to affect about 1.4 million trips.
The vehicle classification system applies to all of Victoria’s toll roads and determines vehicle class based on physical attributes such as design, mass and seating capacity.
“We are enhancing our vehicle classification processes so we can provide the level of service our customers expect going forward,” Jackson said.
Jackson encouraged any customers with further concerns to contact Linkt.
Be the first to know when major news happens. Sign up for breaking news alerts on email or turn on notifications in the app.
From our partners
Read the full article here
