Using your e-TAG device
Installing your e-TAG holder
It is important that you install your e-TAG correctly in your vehicle to ensure that it registers when travelling on CityLink. When correctly installed, the white surface of the e-TAG will face outwards and be angled upwards. You can follow the instructions below or to open the ‘e-TAG installation guide’ brochure.
It is important that you install your e-TAG correctly in your vehicle to ensure that it registers when travelling on CityLink. When correctly installed, the white surface of the e-TAG will face outwards and be angled upwards. You can follow the instructions below or to open the ‘e-TAG installation guide’ brochure.
1. Insert the e-TAG device into the e-TAG holder.
2. As it is difficult to remove the e-TAG holder after sticking it to your windscreen, trial fit the e-TAG and the holder. Without removing the adhesive backing, place the holder behind the rear view mirror, making sure it will fit there and not obstruct the driver's vision. If the e-TAG device is obstructing the mirror you will need to mount the holder a little to the left of the mirror.
3. If your vehicle has a metallic windscreen, you will need to place the e-TAG holder in a certain position on the windscreen to enable proper detection or you may be charged an administration fee per trip when the e-TAG is not detected. Your vehicle manufacturer or distributor should be able to advise where to place the e-TAG holder.
4. When you are happy that you have identified an appropriate position for your e-TAG holder, use a standard household window cleaner to clean the windscreen where the holder will be placed. Make sure the surface is dry before attaching the holder.
5. Peel the adhesive backing from the holder.
6. Making sure that the holder is straight and that the white surface of the e-TAG faces outwards, carefully position the holder and hold firmly for one minute. Leave the e-TAG in the holder for at least the first 24 hours.
Installing your e-TAG in the e-TAG holder
1. Write the registration number of the vehicle in the spaces provided on the coloured sticker on the e-TAG device. If you intend to move the e-TAG device between vehicles of the same class, write the registration number of the vehicle you think you will use the most on CityLink.
2. Place the upper lip of the holder into the slit on the edge of the e-TAG device where the white and grey sides meet.
3. Firmly push the bottom of the e-TAG device so that the lip at the bottom of the holder 'clicks' into the slit on the white side of the e-TAG device.
Removing your e-TAG from the holder
We recommend that you remove your e-TAG device only to move it to another vehicle, or if you have purchased a CityLink pass for the trip.
1. Press on the holder's thumb tab and lift to release the top lip of the e-TAG holder.
2. Pull the bottom of the e-TAG away from the windscreen and the e-TAG should now easily click out from the holder. After you have done this a few times, it will become easier to remove, and you should be able to just push the bottom centre of the e-TAG device towards your windscreen. The e-TAG device will click out from the e-TAG holder.
Using your e-TAG
The operation of the e-TAG device can be affected if it is not installed correctly. The e-TAG device should be mounted on the windscreen in the holder at all times, in order to work correctly. You should not keep the e-TAG device in the glove box, as it may not be detected and you could incur a ‘no tag in vehicle fee’.
e-TAG not working?
1. Check the positioning of your e-TAG. It should be placed in its holder, on the windscreen behind the rear view mirror. The white surface of the e-TAG should face outwards.
2. Ensure the white surface of your e-TAG is not obstructed in any way.
3. Listen for the beeps.
4. Check your statement for 'no e-TAG in vehicle' fees.
e-TAG change over program
There are over one million e-TAGs in circulation. They are powered by long-life batteries, which have a life of approximately five years. Eventually those batteries will run down and your e-TAG will need to be replaced.
We have an e-TAG change-over program in place - we are contacting customers and replacing their e-TAG when it appears to us the battery has come to, or is close to the end of its life. If you have an e-TAG that doesn't work because of a flat battery we will replace your e-TAG and refund any 'No e-TAG in vehicle' fees incurred as a result of the e-TAG's flat battery.
To help us contact you when your e-TAG needs replacing, let us know if your address, vehicle or contact details change.
Problems removing your e-TAG
If you are experiencing difficulties removing your e-TAG device and require assistance, contact us on 13 26 29 or visit the CityLink Customer Centre.
The e-TAG 'beeps'
It is always important to listen to the beeps from your e-TAG.
- No beeps: You should contact us on 13 26 29. Your e-TAG may be incorrectly fitted or have a flat battery.
- One beep: Your e-TAG should emit a single beep each time you pass under a gantry on CityLink. This means all is well.
- Three beeps: Your account balance is low and requires a top-up (or if you have recently made a payment, your payment is yet to be processed). If you have automatic account top-up, the e-TAG will emit one beep once your automatic top-up has occurred.
- Four beeps: There is a problem with your CityLink account. When you hear four beeps, contact us as soon as possible and before you drive on CityLink again.
'No e-TAG in vehicle fees' explained
If you have an e-TAG account and your e-TAG is not detected when you travel on CityLink, your account is charged the toll, plus a $0.75 cent 'No e-TAG in vehicle' fee which covers the cost of manually matching your registration number to your account. If this fee is charged due to a flat battery we will refund it, and replace the e-TAG.
Report a lost, stolen or damaged e-TAG device
1. Contact us with:
a. the serial number of the e-TAG (check against remaining e-TAG serial numbers listed on your account)
b. any police reports that relate to an e-TAG being stolen or damaged
2. Once you have contacted us to advise an e-TAG has been lost or stolen we will:
a. ensure that no tolls relating to this e-TAG are charged to your account, until you let us know, or we become aware, that you have recovered it; and
b. replace the e-TAG (for free if a report has been provided, otherwise the $55 e-TAG non-return fee will apply).
Can I use CityLink while my e-TAG is being replaced?
If you visit the CityLink Customer Centre we will replace your e-TAG immediately. If you drive on CityLink without an e-TAG the usual $0.75 cent administration fee will be charged per trip until the e-TAG is replaced.
e-TAGs for my family & friends
There is a limit of four e-TAGs that may be connected to a CityLink Everyday account. If your family has more than four vehicles, you will need to open additional CityLink Everyday accounts.
e-TAG holders for different windscreens
There are three types of e-TAG holders. Vehicles with a windscreen angle of more then 17 degrees from the vertical will use an angled holder (most cars), while vehicles with less than 17 degrees will use a vertical holder (most trucks). There is also a holder designed for taxis.
Returning your e-TAG
You can return your e-TAG in person at the CityLink Customer Centre or by mail to the following address:
CityLink Melbourne Ltd.
Reply Paid 69935
South Melbourne
Victoria 3205
About e-TAGs
- The volume of the e-TAG beep is set at an audible level and cannot be adjusted.
- e-TAGs are designed to cope with temperatures ranging from minus 40 degrees to 100 degrees Celsius and should not be affected under normal operating conditions.
- e-TAGs use a special battery that will last about five years under normal operating conditions.
- Radios and mobile phones will not affect the e-TAG.
- e-TAG beeps are transmitted at 3-4 kilohertz, 55 decibels, measured at 1 metre from the e-TAG at an angle of 45 degrees.
- e-TAGs are not waterproof. When mounted correctly e-TAGs do not need any special protection.
- You can swap e-TAGs between any vehicle of the same classification that is linked to the same CityLink account. Additional e-TAG holders are available from CityLink. Commercial account holders should advise CityLink whenever e-TAGs are swapped between vehicles.
- CityLink users receive one or more e-TAGs when they open an Everyday or Commercial account. You can open an account on-line or by calling 13 26 29 and the e-TAG will be posted to you, or you can visit the CityLink Customer Centre and collect the e-TAG in person.
We recommend that you only have one e-TAG in your vehicle when travelling on CityLink. If you do need to carry a second e-TAG device in your vehicle, we recommend that you store the spare e-TAG device in the packaging the e-TAG came in. If the second e-TAG device is not stored in the proper packaging, we cannot guarantee that you will not be charged twice.
About the minimum annual payment fee
Every e-TAG on your account is subject to a minimum annual payment of $27.50 worth of CityLink trips every 12 months, for the first three years from issue of the e-TAG. If some of your e-TAGs are used minimally, you may want to consider swapping e-TAGs between vehicles.
You will only be charged a minimum annual payment fee if you have not reached the minimum annual payment in CityLink usage, within 12 months from your start date.
Only CityLink trips are deducted from the minimum annual payment of $27.50 per e-TAG.