Sanral says e-tolls a success
The SA National Roads Agency Limited (Sanral) has defended its ‘firm’ stance in collecting outstanding e-toll fees, adding that the system has been a success since it launched on December 3, 2013.
In an interview with SABC News, Sanral spokesman Vusi Mona said: “There seems to be a suggestion by some in society, that Sanral should go soft on this, and plead to get this money (for e-tolls), we don’t think that being firm, and saying you owe so much, please pay, is being threatening.”
“It also shows a lack of understanding of the system,” he added.
Scores of motorists took to social networks including Twitter, Facebook and online customer service site, Hellopeter to vent their anger over incorrect e-toll bills being sent to them via e-mail and SMS.
Road users were also unhappy about the threatening tone Sanral used in requesting money for unpaid bills.
People are incensed that Sanral is contacting them assuming a prior relationship and threatening them,” said Opposition To Urban Tolling Alliance‘s John Clark.
Mona further heralded the e-toll system a success in an interview on BusinessDay TV.
He said that as with any new system there would be teething problems.
“We will not dismiss the existence of customer complaints. There are genuine customer complaints, but these are not in the thousands as they are projected to be.”
He said that the company has a service provider in place to monitor the number of complaints which are then further monitored regarding the turnaround time o at which these complaints are resolved.
He noted that the complaints come in an environment where there is opposition against e-tolling. “There will be opposition disguised as customer complaints. I say so guardedly, having said earlier that some are really genuine.”
The obligation to pay your toll actually happens as you pass under the gantry, Mona noted.
Mona said the agency had acquired motorists’ cellphone numbers legally through the Electronic National Administration Traffic Information System (eNatis).
“We are not breaking any laws or violating people’s privacy,” he said.
More on e-tolls
Motorists coming around to e-tolls: Sanral
New e-tag sales stats from Sanral
Sanral and JPSA clash over e-tolls
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