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Contact Us

Have an enquiry? Please select from the following list of topics.
Alternatively, see below for our contact details.

1. Tag/Clip

Order accessories – clips or wipes
What do I do if my tag is lost or stolen
Order a tag for an additional vehicle
What do the tag beeps mean?

Order accessories – clips or wipes

  1. Log into your account with your account number and PIN
  2. Click on 'Manage Account Details' from the left hand menu
  3. A screen will come up showing the current details of your account:
  • tags (if you have them)
  • vehicles
  • accessories
  • correspondence
  • payment options.
  1. Scroll down to 'Accessories'
  2. Click on the  button on the right hand side of the title 'Accessories'
    Your current accessories will be displayed.
  3. Go to 'Type of Accessory' and click on the drop down menu to display the items you can order.  They are:
  • Car clip (small)
  • Truck clip (Large)
  • Car wipe (Small)
  • Truck wipe (Large)
  • go via card


How do I know which accessory I need?

Small tag Large tag
Small car clip Small truck clip Large car clip Large truck clip

 

Choose the accessory you want to order from the drop down menu, this will then fill the field.

  1. Fill in the quantity you require
  2. Click on .  The items will now be added to your order
  3. Nominate the delivery address for the order.  If it is to the mailing address on your account, select Yes.  If you wish to send to an alternative address, select No, and complete the address details in the form.
  4. Click on to complete the process.
     

What do I do if my tag is lost or stolen?
If your go viatag is lost or stolen, report it immediately by calling our Contact Centre on 13 33 31. We will deactivate your go viatag. A $45.47 Tag Non-return fee will apply to lost or stolen tags.

Please note: you will be liable for all toll charges until we are notified.

  1. If you have continued to travel on the go via network without a tag then a video matching fee per toll point may apply.
  2. If you find your go viatag and it is deemed to be in good working order then the $45.47 will be refunded.


Order a tag for an additional vehicle

  1. Log into your account  with your account number and PIN
  2. Click on 'Manage Account Details' from the left hand menu

A screen will come up showing the current details of  your account:

  • tags (if you have them)
  • vehicles
  • accessories
  • correspondence
  • payment options.
  1. Scroll down to 'Vehicle Details' and click on the  button on the right hand side of this section.
  2. You are now able to edit the details in this section. To add a vehicle, go to 'Do you wish to add another vehicle?'  Select ‘Yes’.   A new form will launch. When completing this form you will be asked if you need an additional tag.


What do the tag beeps mean?

 Number of beeps  What it means  
1 Everything is OK

When you travel through a toll point, your tag automatically deducts the cost of the toll from your account. The single beep tells you that the payment has been made successfully. 
 

 1 then 2 A warning - your account balance is low

 You need to top up your account.  If your account is

  • Manual top-up - you need to top up your account asap to avoid slipping into debit
  • Auto top-up - your account will be topped up overnight, automatically
     
4 A problem  -  your account is in debit

You need to top up your account asap. In this mode, each time you travel through a toll point:

  • a photo will be taken of your vehicle
  • you will receive an Unpaid Toll Invoice requesting payment of the toll
  • a $0.45 video matching fee will be applied per toll point and an administration fee may also be charged.
     
none A problem that requires assistance from go via
This could indicate your tag is not installed correctly. Check that your tag is installed properly by downloading the tag user guide.
 
It could also indicate a problem with the tag; please call 13 33 31 to report this problem.

 


2. Video matching fee

What is a video matching fee and when does it apply?

A Video Matching Fee (VMF) is charged each time a vehicle travels through a toll point on the go via network, without a tag or when a tag is not detected at the time of passage.
Customers with a valid tolling account will not be charged a VMF for vehicles where a tag is not suitable (such as motorcycles or cars fitted with metallic windscreens). 
If a tag is installed in the vehicle at the time of travel and does not beep, it could mean:

  • the tag is incorrectly installed—check your vehicle’s manual and the tag installation guide
  • it could be faulty—if the tag is correctly installed but does not beep, call 13 33 31.

Please note that if the tag is proven to be faulty at the time of the travel, any VMF charged to your account will be reversed.

 


3. Update details

Manage Account Details

  1. Log into your account with your account number and PIN
  2. Click on 'Manage Account Details' from the left hand menu

A screen will come up showing the current details of your account:

  • tags (if you have them)
  • vehicles
  • accessories
  • correspondence
  • payment options.
  1. Scroll down to the section you want to make changes to.  Click on  on the right hand side.
  2. You can now make changes to that particular section.
  3. When you have finished making changes click  to complete the process.

 

Manage Contact Details

  1. Log into your account with your account number and PIN
  2. Click on 'Manage Contact Details' from the left hand menu

A screen will come up showing the current details of your account:

  • Customer details
  • Address details
  • Login details
  • User ID (you can set one up or change your existing User ID). Scroll down to the section you want to make changes to. 
  1. Click on  on the right hand side of that section's title. You can now make changes to that particular section.
  2. When you have finished making changes click on  to complete the process.
     

4. Payment enquiry

You have 3 days to pay for your tolls. If you are attempting to make a payment outside the 3 days please call us on 13 33 31.

If you have another enquiry related to payment please fill in the form below and we will contact you.

Payment enquiry
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Request the transfer of trips to another toll provider.

If you have received a notice and would like to request the transfer of the trips to your account with another toll road operator please complete the information below.
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5. Account closure

To close a pre-paid go via account:

  • notify us in writing
  • call us on 13 33 31 to speak to a Customer Service Representative and
  • return all your tags wrapped in aluminium foil by posting them to go via PO Box 2125 Mansfield QLD 4122.

Important note:

It is important that all tags are returned within seven business days of either a request from us or the date your account is closed, if the tags are not returned, are damaged or cannot be re-used, a tag non-return fee of $45.47 will apply for each tag that is not returned. 

6. Receipts/statements/account balance

Receipts
Statements – account customers
Statements – pass customers
Check your balance - account customers
Check your balance - pass customers

 

Receipts
We issue the following documents for tax purposes:

  • statements
  • toll invoices.

Just after you make a payment online, a receipt will be available for print. To print click on the printer icon on the top right hand corner of the page.

Statements – account customers
You are able to view 18 months of statements at no extra cost online. Statements older than 18 months are available by request, however a requested statement fee will apply. To view your statements:

  1. login to your account using your account number and PIN
  2. select ‘Account balance/activity > Statement’ from the left hand menu.

Statements – pass customers
If you have set up a go viaroad pass with statements, you can access them online:

  1. login to your account using your account number and PIN
  2. select ‘Account balance/activity > Statement’ from the left hand menu.

Please note: If you have set up a go viaroad pass without statements, we are unable to provide you with a statement or trip history.

Check your balance - account customers

  1. login to your account with your account number and PIN
  2. select ‘Account Balance/Activity’ from the left hand menu, and select 'Transaction'
  3. go to ‘Account Balance’  heading.

Your balance is shown as either:

If you have a positive balance You are currently in credit $ X.XX
If you have negative balance You currently owe $X.XX


Check your balance - pass customers

Go to Check my pass balance and enter in your voucher/reference number into the field below, then click on the ‘Check balance’ button.

Please note: When checking your pass value, the Trip or Toll Credit Pass balance shows the remaining unused value, while the go viaroad pass balance shows the amount that is owing.


 


7. Help with logging in

Please click here to view our help pages for Help with logging in.


8. Hearing, speech and translation services



 

Assistance for the hearing or speech impaired

TTY Users 
Call 133 677 then ask for 13 33 31
Speak and listen users 
Call 1 300 555 727 then ask for 13 33 31
Internet relay users
Connect to the National Relay Service then ask for 13 33 31 

Translation and Interpreting Services

Call 131 450 for the Translating and Interpreting Service and ask to speak to go via 13 33 31
   Se avete bisogno di un interpretatore, telefonate 131 450
   如果您需要口譯或是(翻譯),請致電 或 (撥打)到 131 450
   Nếu bạn cần một thông dịch viên, xin vui lòng gọi 131 450
   Αν χρειάζεστε διερμηνέα, παρακαλούμε καλέστε 131 450
   A mana'o se fa'amatala upu vili le numela 131 450


9. Resolving problems

We welcome your feedback and are committed to supporting your rights to have complaints heard and acted upon in a responsive, efficient and fair way.  Our Customer Service Representatives are happy to help you with any problem or concern you may have.  If a Customer Service Representative is unable to resolve your problem or concern, you may ask for it to be referred for investigation. 
 

If you are still not satisfied with the outcome, you can lodge a complaint by completing the feedback form below. Your matter will then be referred to our customer relations team for further investigation.

 

Tolling Customer Ombudsman

If you believe that further clarification is required after our investigation is completed, you may contact the Tolling Customer Ombudsman. For more information about this process, contact the Tolling Customer Ombudsman by:


Please note that the Tolling Customer Ombudsman will only review complaints that have progressed through Transurban Queensland’s full internal complaint resolution process. You will also need to complete a Consent Form in order for the Tolling Ombudsman to review your complaint.

 

 


10. Feedback

We are unable to accept payment or account updates via this feedback form. If you want to pay for a casual toll, click here.

Feedback
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If you have a go via account, please provide the following information
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Contact Details

 

If you need to contact us, there are several ways you can do this. 

Option
Details
Hours of Operation
 
 
 
 
13 33 31
Local and National Calls
 
+61 7 3182 2700
International Calls
  • 7am-7pm daily
  • Automated telephone service 24hrs daily
PO Box 2125
Mansfield    QLD    4122
 
1300 559 920 (fax)
 

 

You are free to contact us, register to receive updates and subscribe to our mailing services anonymously or pseudonymously.  However, if your reason for contacting us relates to a particular account, payment, toll charge or vehicle, we may require personal identification details in order to be able to respond to you effectively, or in order to give you access to any personal information we may hold about you.

We will only use the information that you provide in the enquiry form to help you manage your account and to provide our services to you. We may occasionally disclose the information that you provide to third parties who assist us in providing our services to you.

For further information about how we collect, use and disclose your personal information, please refer to our Privacy Policy.  Our Privacy Policy also explains our complaint procedures, how you can access the personal information we hold about you and ask us to correct it.