E-Toll is the New South Wales government’s electronic tolling service, operated by Transport for NSW, that processes toll payments for motorists on toll roads and bridges across Australia, including rental car toll charges.
Owned by Transport for NSW (New South Wales Government)
About E-Toll
E‑Toll is the New South Wales Government’s electronic tolling service, operated by Transport for NSW, that lets motorists pay for travel on all electronically‑tolled roads and bridges across Australia, including trips made in rental cars. Through its online portal at myetoll.transport.nsw.gov.au, drivers can open ongoing E‑Toll Tag or Tagless accounts, or buy short‑term eMU Casual Passes for up to 30 days of travel, with tolls charged to a linked payment method. Long‑term Tag accounts currently have no tag deposit and no ongoing account fees promoted, with easy automatic payments from credit/debit cards or bank accounts, and can be used on any toll road nationwide.([service.nsw.gov.au](https://www.service.nsw.gov.au/transaction/open-an-e-toll-account?utm_source=openai))
An E‑Toll charge may appear on your bank or card statement for several reasons. The most common are automatic top‑ups or periodic payments on an E‑Toll Tag or Tagless account, often described as “ETOLLPayment” or similar, when your pre‑paid balance is refreshed in real time as you travel. You may also see one‑off debits linked to an eMU Casual Pass (including a small start‑up fee and then batches of tolls and video matching fees of around $5 at a time), video processing/matching fees when your licence plate is used instead of a tag (typically $0.55–$0.75 per trip in Sydney), toll notice transfers for unpaid trips, or charges passed through by a rental car company whose vehicle used NSW or interstate toll roads.([myetoll.transport.nsw.gov.au](https://www.myetoll.transport.nsw.gov.au/help-and-faqs/emu-pass?utm_source=openai))
If you don’t recognise an E‑Toll charge, start by logging in at myetoll.transport.nsw.gov.au to check your recent trips, statements and any active passes or vehicles on your account; items can be downloaded as CSV/Excel and statements issued monthly, quarterly or yearly.([service.nsw.gov.au](https://www.service.nsw.gov.au/transaction/check-an-e-toll-account?utm_source=openai)) Check for travel by family members, recent rentals, sold vehicles that are still linked to your account, or back‑dated passes. If something still looks wrong, you can lodge an online enquiry from within your account or call E‑Toll on 13 18 65 (or +61 2 9132 2115 from overseas for tolling enquiries) during NSW business hours to request a review; disputes generally need to be raised within 90 days of the statement date.([nsw.gov.au](https://www.nsw.gov.au/departments-and-agencies/transport-for-nsw/contact-roads-and-waterways/contact-by-phone?utm_source=openai)) Avoid immediately raising a chargeback with your bank until you’ve spoken with E‑Toll, as this can complicate your account status and may result in suspension or further notices until the issue is resolved.([myetoll.transport.nsw.gov.au](https://www.myetoll.transport.nsw.gov.au/help-and-faqs/managing-my-e-toll-account/payments-and-charges?utm_source=openai))
Bank Statement Variations
2 known variations
These are the raw merchant codes that appear on bank and credit card statements that we've identified as belonging to E-Toll.
What are the typical E‑Toll amounts I might see on my bank or card statement?
Common E‑Toll transactions include automatic top‑ups of at least $25 on pre‑paid Tag or Tagless accounts, described on statements as something like “ETOLLPayment”. You may also see small video fees of roughly $0.55–$0.75 per trip when your licence plate is matched instead of a tag, as well as bundled charges from an eMU Casual Pass once your accumulated tolls reach about $5. Larger amounts can represent multiple days or weeks of toll travel being processed at once, especially for frequent commuters or rental vehicles.([myetoll.transport.nsw.gov.au](https://www.myetoll.transport.nsw.gov.au/help-and-faqs/video-fees?utm_source=openai))
How does E‑Toll billing work for Tag vs Tagless accounts?
With an E‑Toll Tag account, a physical tag in your vehicle is detected at toll points and tolls are drawn from your E‑Toll balance, which is automatically topped up from your chosen payment method once it falls below a set threshold (minimum auto top‑up is currently $25). Tagless accounts use your licence plate only; you don’t receive a tag, and every trip is processed via plate recognition, which attracts additional video matching fees on top of the toll itself. Both account types can be used on any toll road in Australia, and there are currently no ongoing account fees advertised for Tag accounts, with a $0 tag deposit offer still promoted until further notice.([service.nsw.gov.au](https://www.service.nsw.gov.au/transaction/open-an-e-toll-account?utm_source=openai))
Why am I seeing E‑Toll charges for a car I rented in Australia?
Rental and car‑share companies commonly rely on E‑Toll products to process tolls incurred by their vehicles, often via an eMU Casual Pass or by linking the rental’s licence plate to an E‑Toll account. In practice, this can mean tolls and video matching fees are charged to a pass or account and then on‑charged to you by the rental company, sometimes several days after travel. If you rented a vehicle around the time of the charge, review your rental agreement for toll clauses, then check with both the rental company and E‑Toll (quote the plate number and rental dates) to confirm the trips.([service.nsw.gov.au](https://www.service.nsw.gov.au/transaction/order-a-casual-emu-pass?utm_source=openai))
What are video matching and video processing fees on my E‑Toll account?
Video processing fees apply when you use a Pass product like an eMU Casual Pass; your licence plate is photographed and matched to the pass, and a standard $0.75 fee is charged for each trip on NSW toll roads, on top of the toll itself. Video matching fees apply on Tag accounts when your tag is not detected and E‑Toll must match the trip to your account by licence plate; in Sydney these are typically $0.55 per trip on most roads and $0.75 per trip on Westlink M7. If you believe your tag was fitted correctly but you were still charged video matching fees, contact E‑Toll—faulty tags or account issues may qualify you for credits.([myetoll.transport.nsw.gov.au](https://www.myetoll.transport.nsw.gov.au/help-and-faqs/video-fees?utm_source=openai))
How do I cancel or close my E‑Toll account to stop future charges?
To permanently stop new E‑Toll charges from an account you no longer need, you must close the account and remove all vehicles. This can be done by visiting a Service NSW centre with your tag(s), or by sending tags and a signed request letter by registered post to the E‑Toll Business Operations Centre in Parramatta, after clearing any outstanding balance. Once closed, future toll trips in those vehicles will no longer bill to your E‑Toll account, but you’ll need another provider or a pass to avoid toll notices.([service.nsw.gov.au](https://www.service.nsw.gov.au/transaction/close-an-e-toll-account?utm_source=openai))
How can I pause, change or stop automatic top‑ups on my E‑Toll account?
Automatic top‑ups are controlled from within your online E‑Toll account under payment details, where you can change the top‑up amount (minimum $25) or update your credit/debit card or bank details. If you want to switch from automatic to manual payments, or have a Direct Debit setup that you need to adjust, E‑Toll asks that you call 13 18 65 so a customer service agent can change the payment mode for you. Be aware that if you disable auto top‑ups and your balance runs out, your account can be suspended and you’ll begin receiving toll notices instead of normal toll charges.([myetoll.transport.nsw.gov.au](https://www.myetoll.transport.nsw.gov.au/help-and-faqs/managing-my-e-toll-account/payments-and-charges?utm_source=openai))
How do I dispute an E‑Toll charge or request a refund for tolls I don’t recognise?
If you think a toll trip, fee or top‑up is incorrect, log in to your E‑Toll account and submit an enquiry, including the road name, date and approximate time of travel, vehicle plate number and any supporting documents (for example, proof of vehicle sale or rental paperwork). You can also call 13 18 65 to have a consultant review the charge; E‑Toll asks that disputes be raised within 90 days of the statement that shows the charge. They recommend contacting them before lodging a chargeback with your bank, because unresolved chargebacks can lead to your account being debited again or suspended. Any refund or credit is assessed case‑by‑case based on their terms and supporting evidence.([myetoll.transport.nsw.gov.au](https://www.myetoll.transport.nsw.gov.au/help-and-faqs/managing-my-e-toll-account/payments-and-charges?utm_source=openai))
Why was I charged by E‑Toll after I sold my car or changed its registration?
If the licence plate remains listed on your E‑Toll account after you sell or dispose of a vehicle, any new owner’s toll trips can still be billed to you until the plate is removed. E‑Toll specifically notes that you remain liable for tolls until you request that the vehicle be removed from your account, so it’s important to log in and delete sold vehicles as soon as the sale is complete. If you’ve been charged after selling a vehicle, gather proof of sale or a notice of disposal and contact E‑Toll to dispute those trips and have the plate removed.([myetoll.transport.nsw.gov.au](https://www.myetoll.transport.nsw.gov.au/help-and-faqs/managing-my-e-toll-account/payments-and-charges?utm_source=openai))