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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 or at one of our Customer Service Centres. We will deactivate your go viatag. A $44.10 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 Queensland Motorways 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 $44.10 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 Notice requesting payment of the toll
  • a $0.44 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 Queensland Motorways 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
  • Personal Identifier (you can set one up or change your existing PID). 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:

  • 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 PO Box 2125 Mansfield QLD 4122 or dropping them off at one of our Customer Service Centres.
 
To close your post-paid go via account:
  • download the Account closure form 
  • complete the form and send it to us at submit@qldmotorways.com.au, mail to PO Box 2125 Mansfield QLD 4122 or drop it off at one of our Customer Service Centres
  • return all tags wrapped in aluminium foil by posting them to PO Box 2125 Mansfield QLD 4122 or dropping them off at one of our Customer Service Centres.

 

Important note:

It is important that all tags are returned within seven business days of closing your account, otherwise a tag non-return fee of $44.10 for each tag that is not returned will be charged to your account.

 


6. Receipts/statements/account balance

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

 

Receipts
Queensland Motorways issues the following documents for tax purposes:

  • statements
  • toll notices.

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. go via 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 are committed to resolving customer concerns as quickly and efficiently as possible. If you have any questions, please speak to one of our Customer Service Representatives who will assist you as best possible.

If you are not satisfied with the outcome of your query you can lodge a complaint. Please provide some feedback at the link below and your issue will be escalated for further investigation.

 

Tolling Customer Ombudsman

If, after escalating your complaint, you are still dissatisfied with the outcome, you can contact the Tolling Customer Ombudsman. For more information about this process, contact the Tolling Customer Ombudsman by:

 

Please note, the Tolling Ombudsman will only review complaints that have progressed through Queensland Motorways' 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 3323 0003
International Calls
  • 7am-7pm daily
  • Automated telephone service 24hrs daily
PO Box 2125
Mansfield    QLD    4122
 
1300 559 920 (fax)
 

 
 
 

 
Customer Service Centre - Gateway
1051 Lytton Road
Murarrie    QLD   4172    See Map

Customer Service Centre - Heathwood
Stapylton Road
Heathwood   QLD   4110    See Map  
  • Mon-Fri - 8.30am-4pm 
  • Closed Saturday, Sunday & public holidays