go via keeps you moving

The team at go via has been working hard to make sure your travel on the go via network is seamless and hassle free. We want to ensure that travelling on the go via network is easier than ever before. Here are some of the things we’re doing to keep you moving.


Tag health check

We understand that it may be difficult to listen for your tag’s beep every time you pass through a toll point. If we notice that the tag linked to your account isn’t being detected, we’ll contact you to make sure it’s correctly installed, troubleshoot and determine whether it needs to be replaced.


Tips to keep your account in shape

What’s your tag telling you?

  • 1 beeps → everything is ok
  • 3 beeps → low balance warning, top up your account
  • 4 beeps → account is suspended or cancelled, top up your account or contact our customer care team
  • 0 beeps → check the tag’s placement, if there is still no beep, contact our customer care team


Preventing avoidable fees

If you’ve travelled on the go via network and receive a Toll Invoice for the first time, simply open a go via account with us and we will waive the Toll Invoice Fee. Opening a go via account will not only save you money, it will also give you peace of mind knowing you are covered for travel on all toll roads in Australia.

If you have a go via account and have received a Toll Invoice for the first time, there’s no need to worry. We have introduced a First Time Forgiveness program designed to help our account customers who have inadvertently made a mistake with their account details or toll payments. 

Contact our customer care team to get your account back on the right track and we will waive the administration fees if your account has been suspended or the details on your account were incorrect*. 

 

Tips to help you avoid fees

  1. Ensure your account always remains in a positive balance
  2. Set up an automatic top-up and select an amount that is suitable for you
  3. 4 beeps → account is suspended or cancelled, top up your account or contact our customer care team
  4. Keep your details up-to-date including credit card details, contact information and vehicle registration

 

Stepping up our customer contact

 

We have stepped up our engagement with customers to provide them with increased opportunities to settle their unpaid tolls before they are escalated and higher penalties are applied. These changes include contacting customers with low or negative account balances to ensure their account retains a positive balance to prevent avoidable fees.

 

Financial Hardship

We’ve also introduced a new policy to assist those customers who want to do the right thing but are experiencing financial hardship. If you are experiencing significant financial hardship we ask that you contact us and we will do everything we can to help you repay your unpaid tolls and get you back on track.

 

Ongoing commitment to customer service

 

Our focus on customers is supported throughout the business, particularly through our call centre. Take a look at our most recent results and what our customers are saying.

 

*Terms and Conditions apply
**Call centre statistics based on data from August to October 2016