FAQS > TOLLING AND CUSTOMER SERVICE 
Q1: What is Electronic Toll Collection (ETC)?
ETC enables motorists to pay the toll on the M4 without the need for coins. The toll is charged to an account you open with an issuer of electronic tags. ETC reduces travel time as vehicles using the dedicated express 
lanes pass through the toll plaza without stopping. Tags can be used on all other Sydney tollroads as well as those in Victoria and Queensland. Electronic tag holders who travel on the M4 and M5 can claim Cashback when driving a privately registered vehicle.
BACK
Q2: How does Electronic Toll Collection (ETC) work?
When you pass through the ETC lane at the M4 toll plaza an electronic tag attached to your windscreen is electronically read and emits a sound. The tag must be mounted on the windscreen using the tag mount supplied for it to function properly. If you have an E-way® tag from Interlink Roads, the following table indicates what each sound means:
| One long beep | Transaction successful |
| One long beep then two short beeps | Transaction successful but account balance is low |
| Four short beeps | Transaction declined. Telephone 1300 555 833 immediately |
| No beep | Faulty tag. Telephone 1300 555 833 immediately |
If you have an electronic tag other than an E-way® tag, please refer to the documentation supplied with your tag for a full explanation of the sounds it may emit.
A successful transaction is charged to the account you have previously opened with the tag issuer.
BACK
Q3: What electronic tags are accepted on the M4?
The M4 accepts all electronic tags issued in Australia. For frequent users of the M4, we recommend E-way®. Click here to get information on tag issuers and other motorway operators.
BACK
Q4: Does my electronic tag work in all lanes at the M4 toll plaza?
The M4 provides two dedicated non-stop express lanes in each direction. EXACT TOLL + lanes accept both cash and electronic tags. These are mixed payment lanes with boom gates that require motorists with an electronic tag to slow down and PREPARE TO STOP. Motorists paying by cash or Motorcycle Card will need to STOP to pay the toll.
Cash lanes are available for motorists choosing not to use electronic tags.
BACK
Q5: At what speed can I travel through the M4 toll plaza lanes?
The speed limit in the dedicated non stop express lanes at the M4 toll plaza is 70 kilometres per hour. At this speed, tag users will save considerable time compared with users of the CHANGE GIVEN and EXACT TOLL + lanes who must stop at the toll plaza. Tag holders using the mixed payment EXACT TOLL + lanes must PREPARE TO STOP. These are not express lanes.
BACK
Q6: How can I get an Electronic Tag?
Application forms for new E-way® accounts are available from the M4 toll plaza. Application forms for E-way® accounts can also be downloaded from the Interlink Roads website at www.tollpay.com.au .
The terms and conditions for opening a tag account vary between issuers and you should refer to their websites (click here) for details.
All tags issued in Australia will work on all Australian tollroads.
BACK
Q7: What should I do if my electronic tag does not emit the expected sound indicating a successful transaction?
If the tag does not emit the expected sound, there may be a problem.
Firstly, call your electronic tag account issuer to ensure your account is in order and has sufficient funds. Some of the most common issues which arise are:
- You may need to inform your electronic tag issuer of the new expiry date of your credit card when you receive your new card. If you do not do this your bank may decline the prepaid account charge when it falls due.
- If you pay your electronic tag account by direct debit, you may have authorised a prepayment amount that is insufficient to cover your monthly toll usage. You will need to call your account issuer to organise a larger prepayment amount per direct debit to cover your usage.
- Your credit card may have insufficient credit available, or your bank account may not have sufficient funds to cover the prepayment amount due.
If, for any of these reasons, the M4 toll cannot be charged to your account, you will need to rectify the account issue with your electronic tag issuer. You will then need to call the M4 on 1300-880-099 to have the unpaid trips and applicable administration fees charged to your account.
If the tag does not emit any sound when passing through the toll plaza, it may be faulty. You should immediately contact your tag issuer.
BACK
Q8: What should I do if I don't have an electronic tag and use the ETC express lane in error?
Call 1300-880-099 to advise details of the trip and arrange to make a deferred toll payment, so as to avoid the issue of a Toll Notice. You will be required to remit the toll plus an administration fee by cheque or money order. The M4 does not accept credit card payments for deferred tolls.
BACK
Q9: What should I do if I receive a Toll Notice from Statewide Roads indicating an unpaid toll and administration fee is due?
If you have an electronic tag, you need to write the account and tag number details on the Toll Notice in the space provided and return it to Statewide Roads by mail or fax as indicated on the Notice. Your account and tag number details can be sourced from the statement of toll usage sent to you monthly or quarterly from your tag issuer. Your nominated electronic tag account will then be charged for the toll and applicable administration fee. You will also need to contact your account issuer to determine why the toll was not able to be charged to your account at the time of the trip.
If you don't have an electronic tag you should return the Toll Notice to Statewide Roads along with a cheque or money order for the required toll and administration fee. The M4 does not accept credit card payments for deferred tolls.
BACK
Q10: Do I need to attach the electronic tag to the tag bracket?
To ensure that your tag reads properly you must attach the tag to the tag bracket on the windscreen. Incorrect usage may result in you being charged an administration fee as well as the toll if your tag does not read.
DO NOT HOLD THE TAG AS YOU PASS THROUGH THE TOLL PLAZA. THIS IS A DANGEROUS PRACTICE. MOUNT IT IN THE TAG BRACKET ON THE WINDSCREEN.
BACK