AA smells a rat over toll-road call centre's weekend closure

People stop to pay to use the Northern Gateway toll road. Photo / Janna Dixon

Holidaymakers will be unable to make phone payments over Labour weekend for driving on Auckland's Northern Gateway toll road, as its call centre will be closed until Tuesday.

The unavailability of the facility at one of the busiest times of the year for the country's roads is upsetting the Automobile Association, which says the Transport Agency is trying to force motorists into its preferred payment method, of online transactions.

"People are being forced into one payment option because it is too difficult to use other methods," AA spokesman Simon Lambourne said yesterday.

"The call centre opening hours should be what are convenient for the people who use the toll road, not what are convenient for Transport Agency staff."

Although the centre's week-day opening hours were extended in August 1 by an hour, to between 8am and 6pm, the agency decided to close the facility at weekends from that date to reduce costs.

Agency regional director Stephen Town said in response to the AA that the centre did not previously experience any significant increase in calls at weekends, even those extended by public holidays, and that motorists had five days to pay their tolls.

"The feedback we have received to date ... indicates that drivers have not been inconvenienced," he said.

At the same time as changing the centre hours, the agency introduced administration fees on top of its tolls, which remain $2 for cars and motorbikes and $4 for trucks and buses, for motorists choosing to pay at off-road kiosks or by phone.

Those paying at kiosks are charged 40c extra, and call centre transactions cost $3.70c more, although there is no administration fee for motorists with pre-paid accounts or who settle online.

The agency on Tuesday suggested drivers pay before leaving home over Labour weekend, which it said would be particularly busy because of the Rugby World Cup final.

But it disclosed it was also trying to cobble together a second payment kiosk at the Puhoi end of the toll road, from the remnants of two machines destroyed by suspected thieves.

ON THE WEB

tollroad.govt.nz

PAYING FEES

* No phone payments will be possible over Labour weekend for the Northern Gateway toll road.

* Fees are $2 for cars and motorbikes and $4 for trucks and buses, if you pay at off-road kiosks or by phone.

* Payments at the kiosks cost 40c extra, and call centre transactions cost $3.70c more.

* People are encouraged to pay online before they leave home.