FAQs
About CityLink e-TAG® devices
What’s an e-TAG device?
A simple electronic device that you can quickly and easily mount onto your windscreen, behind your rear-vision mirror. Every time your eTAG device is detected passing under a gantry an electronic message will be sent to the computer system for CityLink tolls to be automatically deducted from your CityLink account.
Will my e-TAG device work on EastLink?
Yes, as long as the e-TAG device and it’s holder are positioned correctly on the windscreen. The device will emit the same number of beeps as if you were travelling on CityLink to provide you with an immediate status of your CityLink account balance. Any trips made on EastLink will appear on your CityLink statement or invoice.
Where on my car do I put the e-TAG?
Inside the windscreen behind the rear-view mirror.
If my vehicle has a metallic windscreen where do I put my e-TAG?
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 of your e-TAG or you may be charged an administration fee per trip. Your vehicle manufacturer or distributor should be able to advise where to place the e-TAG holder.
How do CityLink users obtain an e-TAG?
CityLink users will receive an e-TAG when they open an account. You can open an account by calling 13 26 29 and have the e-TAG delivered, or you can visit the CityLink Customer Centre and collect the e-TAG in person. You can also apply here on-line.
How will I know if the e-TAG is working?
As your vehicle passes under a gantry, the e-TAG will emit an audible beep.
One beep - means all is well
Three beeps - means your account balance is low and needs to be topped-up
Four beeps - means you need to contact CityLink immediately
If the e-TAG does not beep, contact CityLink.
If I lose my e-TAG will there be any charge?
Yes. An e-TAG non-return fee of $55 will be payable if you are not able to return an e-TAG device.
Where the e-TAG device has been stolen and a police report is supplied to us, we will replace the e-TAG device without charge.
What do I do if my e-TAG is stolen?
You should report the theft to CityLink immediately and any subsequent tolls incurred by the use of the e-TAG will not be debited to your account. The stolen e-TAG will be cancelled; a new e-TAG will be supplied by CityLink free of charge, upon presentation of a police report.
Are there special e-TAG device holders for different windscreens?
Yes. There are three types of holders. Vehicles with a windscreen angles 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.
As a taxi owner, why do I have to register my taxis with CityLink when all of the drivers will have their own e-TAG devices anyway?
The taxi driver is not permitted to pass on tolls to the passenger unless there are three things in place:
1. Taxi e-TAG device and Taxi e-TAG device holder correctly fitted
2. VTD stickers explaining the toll procedure and prices to passengers
The taxi owner must register the vehicles with CityLink in order to receive the holder and the stickers.
At what frequency are e-TAG device beeps transmitted?
The e-TAG device beeps are transmitted at 3-4 kilohertz, 55 decibels, measured at 1 metre from the e-TAG device at an angle of 45 degrees.
Can an e-TAG device be dedicated to a driver, rather than a particular car?
When you open a CityLink Everyday account, you can ask for as many as four e-TAG devices (more if you open a Commercial account). The e-TAG device is linked to an account rather than a driver.
Can an e-TAG device be switched from car to car? You can move your e-TAG device from car to car, if you have provided CityLink with details of each car.
Can e-TAG devices be moved between fleet vehicles?
Yes. You can swap e-TAG devices between any vehicle of the same classification linked to the Everyday or CityLink Commercial account.
Can I use my e-TAG device in a different vehicle?
You can use your e-TAG device in a different vehicle, provided the vehicle is in the same vehicle classification (car, LCV or HCV), is linked to your CityLink account and is registered to drive on CityLink. Additional e-TAG device holders are available from CityLink. For your convenience we recommend obtaining separate e-TAG devices for all vehicles linked to your account.
Can hot weather or your car heater affect the e-TAG device?
The e-TAG device is designed to cope with temperatures ranging from minus 40 degrees to 100 degrees Celsius and should not be affected under normal operating conditions.
Can I adjust the e-TAG devices beep volume?
The volume of the e-TAG device beep is set at an audible level and cannot be adjusted.
Can I place the e-TAG device somewhere other than the windscreen, such as the glove box?
No. 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. Fees are charged when your e-TAG device is not detected.
Can I take the e-TAG device out of its holder?
Yes, but we recommend that you leave it in place to minimise possible damage to the e-TAG device. You should only need to remove the e-TAG when you are transferring between vehicles or if you have purchased a CityLink pass.
Can I use CityLink while my e-TAG device is being replaced?
If you visit the CityLink Customer Centre we will replace your e-TAG device immediately. If you drive on CityLink without an e-TAG device the usual $0.90 cent administration fee may be charged per trip until the e-TAG device is replaced.
Could the e-TAG device affect pacemakers?
The electronic tolling equipment meets international standards and also complies with Australian Standards and will not interfere with pacemakers or any other electrical equipment.
For the hearing impaired, is there a light on the e-TAG device as the beep cannot be heard?
There is no light on the e-TAG so we recommend those who are hearing impaired open an automatic payment account.
How is the e-TAG mounted on the windscreen of a car?
The e-TAG clips into a small holder that is mounted to your windscreen with an adhesive pad.
How big is the e-TAG and how is it mounted?
The e-TAG is about the same size as a computer mouse or an audio cassette. The e-TAG device clips into an e-TAG device holder that is affixed to the windscreen with an adhesive pad.
How do I return my e-TAG?
You can return your e-TAG in person at the CityLink Customer Service Centre or by mail to the following address:
CityLink
Reply Paid 69935
South Melbourne
Victoria 3205
How long does the battery last in an e-TAG?
The e-TAG uses a special battery that will last about five years under normal operating conditions.
How long will it take to receive my e-TAG device after faxing or mailing you my application form?
You should allow about 14 days for delivery of your e-TAG(s) and procedure information.
How long will it take to receive my e-TAG after ordering on-line?
You should allow about five working days for delivery of your e-TAG.
How many e-TAGs can be linked to a Commercial account, paid for by direct debit from a bank account or credit card?
A maximum of 19 e-TAGs can be linked to an account where payment is directly debited from a credit card. If payment is to be directly debited to your bank account, an unlimited number of e-TAGs can be linked to the account.
How many e-TAGs can I get for my family and friends?
There is a limit of four e-TAGs that may be connected to a CityLink Everyday account. If your family wishes to register more than four vehicles, you will need to open two separate CityLink Everyday accounts.
If the e-TAG device obstructs my mirror, can I place the e-TAG device in another area of the windscreen?
If the e-TAG device is obstructing your mirror you should mount the holder a little to the left of the mirror.
Is my e-TAG tax deductible?
You will need to speak to your tax adviser regarding any tax deductibility.
Is the e-TAG issued to a person or to a vehicle?
Each e-TAG will be linked to an account, which will show the account holder's details and vehicles linked to that account.
Is the e-TAG waterproof?
The e-TAG is not waterproof.
What happens if I have two e-TAGs in my vehicle?
If both e-TAGs are detected you will be charged twice. You should only have one e-TAG in your vehicle when travelling on CityLink. If you do need to carry a second e-TAG in your vehicle, we recommend that you store the spare e-TAG in the e-TAG packaging that we sent the e-TAG to you in. If the second e-TAG is not stored in the proper packaging, we cannot guarantee that you will not be charged twice.
Will my radio or mobile phone affect the e-TAG?
No. Radios or mobile phones will not affect the e-TAG.
What do I do if my e-TAG does not beep?
If you feel there is a problem with your e-TAG contact us by email or phone 13 26 29.
Can I use my CityLink Pass on EastLink?
No. A CityLink 24 Hour Pass, Weekend Pass and Tulla Pass cannot be used on EastLink. You will need to contact EastLink on 13 54 65 to make travel arrangements with them.
Can I buy CityLink passes for vehicles other than my own?
Yes. Just nominate the registration number for the vehicle and the vehicle details.
Can I buy more than one CityLink pass at a time?
No. You can only apply for one CityLink pass at a time. However, once you have submitted one CityLink pass purchase, you can start the procedure again to buy additional CityLink passes.
Can I buy more than one CityLink pass or open more than one CityLink account on-line at a time?
You can only apply for one CityLink pass per session. If you open a CityLink account, you can designate up to four e-TAG devices per CityLink Everyday account. For more than four e-TAG devices you will need a CityLink Commercial account, in which case you can call 1300 360 962.
Can I change my travel plans after purchasing a CityLink pass?
Yes. To make changes to your CityLink pass, call CityLink on 13 26 29 and have your CityLink pass number on hand. The information below will assist you in changing your CityLink pass details.
Changing a CityLink 24-Hour or Tulla pass
Travelling before you intended? Call before 10pm the day before travel.
Travelling later than you intended? Call before 10pm the day before your nominated day.
Travelling in a different vehicle? Call before 10pm the day before your nominated day.
Changing a Citylink Weekend pass
Travelling before you intended? Call before 10am the Friday before travel.
Travelling later than you intended? Call before 10am the Friday before your nominated Saturday.
Travelling in a different vehicle? Call before 10am the day before your nominated Saturday.
Can I change the date of travel after purchasing a CityLink 24-Hour pass on-line?
Yes, you can call CityLink on 13 26 29 before 10pm the day before your nominated day to change a CityLink 24-Hour or Tulla pass to a later date. If you wish to use the pass earlier than originally planned, call us by 10pm the day before your intended date of travel. Have your receipt number on hand to assist us with changing your pass details.
Can I change the date of travel after purchasing a CityLink Tulla pass on-line?
Yes, you will have to call CityLink on 13 26 29 before 10pm the day before your nominated day to change a CityLink 24-Hour or Tulla pass to a later date. If you wish to use the pass earlier than originally planned, call us by 10pm the day before your intended date of travel. Have your receipt number on hand to assist us with changing your pass details.
Can I change the date of travel after purchasing a CityLink Weekend pass on-line?
Yes, you will have to call CityLink on 13 26 29 before 10am the Friday before your nominated Saturday, if you wish to change to a later weekend. If you wish to use the pass earlier than originally planned, call us by 10am on the Friday before your weekend of choice. Have your receipt number on hand to assist us with changing your pass details.
Can I get a cash refund?
Refunds to customers are not paid in cash. Refunds are provided by cheque or credit card transaction. In exceptional circumstances a supervisor may approve a cash refund at the CityLink Customer Centre.
Can I get a refund for an unused CityLink pass?
No, but you can choose to change your nominated day if you contact us before your nominated day. The information below will assist you in changing your CityLink pass details.
Changing a CityLink 24-Hour or Tulla pass
Travelling before you intended? Call before 10pm the day before travel.
Travelling later than you intended? Call before 10pm the day before your nominated day.
Travelling in a different vehicle? Call before 10pm the day before your nominated day.
Changing a CityLink Weekend pass
Travelling before you intended? Call before 10am the Friday before travel.
Travelling later than you intended? Call before 10am the Friday before your nominated Saturday.
Travelling in a different vehicle? Call before 10am the day before your nominated Saturday.
Can I share the CityLink pass between vehicles, for example if my car breaks down and I hire a car?
If you have purchased a CityLink Tulla or 24-Hour pass and wish to change the registration number, you must phone CityLink before 10pm, the day before travel. Once the trip has commenced it is not possible to change vehicle details for the pass.
Can you change the car details (registration/date of travel) for existing unused CityLink passes? What time frame is permitted?
Yes. For the CityLink 24-Hour and Tulla pass you must call before 10pm the day before your nominated day. Weekend pass holders must call before 10am on the Friday before their nominated Saturday.
Do CityLink passes (24-Hour, Tulla or Weekend pass) include GST?
Yes, all CityLink products are GST inclusive.
Do I have to give personal details for purchasing a CityLink pass over the phone?
Yes. We require vehicle and credit card details.
Do I have to pay full price for a CityLink 24-Hour pass if I only plan to travel through two toll zones?
Yes. The 24-Hour pass represents a flat rate for using CityLink for 24 hours, regardless of how far you plan to travel.
Do I need a separate CityLink pass for the Domain and Burnley tunnels?
When you purchase a CityLink 24-Hour or Weekend pass you can travel anywhere on CityLink. If you have purchased a Tulla pass and wish to travel on other parts of CityLink, you must upgrade your pass from a Tulla pass to a Weekend or 24-Hour pass. If you travel through the tunnels or Southern Link with a Tulla pass you may be issued with a Late Toll invoice or a fine from Victoria Police.
Do I need to display the CityLink pass or receipt on my dashboard when I travel on CityLink?
No. You do not need to place the pass purchase receipt on you dashboard. When you travel on CityLink your registration number will be recorded by our electronic tolling system and linked back to your pass details. We do recommend that you keep your receipt as a transaction record.
Do I put the CityLink pass in my car?
No. When you purchase a CityLink pass you simply need to supply your registration number, make and model of vehicle, State or Territory of vehicle registration, class of vehicle (e.g. car, light or heavy commercial vehicle), the nominated day of travel and payment.
Do I require proof of identity to purchase a CityLink pass?
No. You do not need to provide personal identification when you purchase a CityLink pass. All you need to provide is your vehicle's registration number, the make and model of the vehicle and payment for the CityLink pass.
Do you notify me if I have used my limit of 12 CityLink passes?
No. However, you can phone the call centre to obtain your usage and you will be advised how many you have obtained when you try to purchase the next pass.
Does a start time for using the CityLink Weekend pass need to be advised before travel?
No. You have the flexibility to choose when you wish to commence using your CityLink Weekend pass. Travel, however, must start from midday on Friday and be concluded by midnight on Sunday.
Does the 12 CityLink passes per 12-month period limit apply to rental vehicles?
No. CityLink has entered into special arrangements with certain rental car companies.
How can I purchase a CityLink pass with cash?
You can purchase a CityLink pass with cash at the CityLink Customer Centre, at participating Australia Post outlets, and selected newsagents.
How do I know my application for a CityLink pass has been successful, when using a Touch kiosk?
A final registration complete screen will come up saying 'Thank you for using CityLink' along with your CityLink registration details. At the same time a receipt will begin printing. Make sure you keep the receipt.
How do I pay for a CityLink pass on-line?
A valid Visa card or MasterCard is required to pay for a CityLink pass on-line.
How do I pay the opening amount, or pay for a CityLink pass on-line?
A valid Visa or MasterCard is required to pay for the opening amount or CityLink pass on-line. If you wish to use a different payment form, refer to the ‘Did you know’ section from the home page to find out alternative options for opening an account or purchasing a CityLink pass.
If I buy a CityLink pass over the phone, how can I get the terms and conditions?
When you call CityLink to buy a CityLink pass, you will hear a recorded message giving you basic information about CityLink passes. A copy of the CityLink pass Customer Service Agreement can be sent to you on request. Summaries of CityLink pass terms and conditions are available at participating Australia Post outlets and at the CityLink Customer Service Centre. You can also find the CityLink pass terms and condition here on the web.
If I sell my car and was close to the 12 CityLink pass limit, will the buyer be able to purchase more passes?
Yes. If a vehicle changes ownership, the new owner will be entitled to 12 CityLink passes for that vehicle for the next 12 months, provided change of ownership can be verified.
Is the 12 CityLink pass annual limit for the 24-Hour, Weekend and Tulla passes inclusive or exclusive of each other?
Inclusive, that is, only 12 CityLink passes are available in any rolling 12-month period, regardless of the type of CityLink pass.
Is there a concession CityLink pass?
No, this is not available.
Is there a limit to the number of CityLink passes I can obtain on-line?
Yes. All customers are permitted to purchase a total of 12 CityLink passes (any combination of 24-Hour, Weekend or Tulla passes), per vehicle in a rolling 12-month period.
What do I need in order to purchase a CityLink pass at a Touch kiosk?
You will need the registration number, make and model of the vehicle that is travelling on CityLink, your contact details and either an EFTPOS card or valid credit card to purchase CityLink passes at a Touch kiosk.
What does a CityLink pass look like?
The CityLink pass has no physical form. Buying a CityLink pass means your car registration number and date of travel is logged in the CityLink computer. If you purchase a pass in person, you will be given a receipt. If you purchase one on-line or over the phone, you will be given a receipt number.
What happens after I complete my on-line CityLink pass purchase?
You will be provided with a receipt number, which is generated by our system. This may be used as a reference number in any communication with CityLink.
What happens if I lose my receipt?
Your journey will still be valid. The receipt is for your record only. All the information will have been stored in our central tolling computer system.
What happens if my computer crashes while I'm purchasing a CityLink pass on-line?
No information you provide will be stored until you have completed final confirmation of your details at the end of the application. If you have difficulties while applying, you may choose to end that session and reapply.
What if I want to change or cancel my application for an account or a CityLink pass?
If you have any amendments to your application or wish to cancel your account or CityLink pass, you should contact CityLink on 13 26 29 or visit the CityLink Customer Centre. Please note that Tulla and 24-Hour passes can only be changed by calling CityLink before 10pm on the day before your nominated day. For changes to Weekend passes, you must call before 10am on the Friday before your nominated Saturday.
What is the time frame for the purchase of a CityLink Weekend pass?
You have up to midnight on the Tuesday after you travel to purchase your CityLink Weekend pass, to cover any travel from midday Friday up to midnight Sunday.
What should I do if I have paid for my CityLink pass but did not receive a receipt from a Touch kiosk?
If the final registration complete screen came up saying 'Thank you for using CityLink' along with your registered details, the transaction will have been processed and it is likely the kiosk has run out of receipt paper. Please inform the operator or CityLink staff, who will contact a representative from Touch.
Where can I buy a CityLink pass? (24-Hour pass, Weekend pass, Tulla pass)
Right here on-line! As long as you have an accepted credit card.
Simply select your choice from the home page. After you have provided the required information, you will receive a receipt number for your reference.
Alternatively, you can buy your CityLink pass:
at the CityLink Customer Centre. 67 Lorimer Street, Southbank (Melway: 2E G10),
at participanting newsagents
at selected Australia Post outlets in Melbourne city or county Victoria (no Tulla passes available), or
by calling 13 26 29.
Why is there a limit of 12 CityLink passes a year?
It is generally more economical and convenient for customers to have a CityLink account if they use the road more than 12 times a year. CityLink passes are intended for infrequent users.
Will CityLink provide CityLink pass customers with their travel start time should they forget or be in dispute?
Yes. With the drivers consent or if otherwise permitted by law CityLink can disclose this information .
Will refunds or toll credits be available to customers who buy a CityLink pass and no longer wish to use it?
No. CityLink passes are sold on the condition that no refund or toll credit will be available should the CityLink pass not be used. You can, however, change the date or nominated vehicle before using the CityLink pass. The information below will assist you in changing your CityLink pass details.
Changing a CityLink 24-Hour or Tulla pass
Travelling before you intended? Call before 10pm the day before travel.
Travelling later than you intended? Call before 10pm the day before your nominated day.
Travelling in a different vehicle? Call before 10pm the day before your nominated day.
Changing a CityLink Weekend pass.
Travelling before you intended? Call before 10am the Friday before travel.
Travelling later than you intended? Call before 10am the Friday before your nominated Saturday.
Travelling in a different vehicle? Call before 10am the day before your nominated Saturday.
Will the 12 CityLink pass per 12 months rule apply to CityLink passes purchased at a Touch kiosk?
Yes, the 12 pass limit is for any configuration of CityLink passes (24-Hour, Weekend or Tulla pass), no matter where they were purchased.
When should I open a CityLink Everyday or CityLink Commercial account?
If you wish to link four or less vehicles to one account, you can set up a CityLink Everyday account. For four or more vehicles you require a CityLink Commercial account.
What information will I have to provide to open a CityLink account?
Normally, we ask you for:
• your name and contact details
• your postal address
• the type of vehicle(s) you use (e.g. car, truck, motorbike) and their make and model
• registration numbers for the vehicles nominated to the account
• a six-digit number we can use as a PIN for verification.
If you intend to pay by credit card we also require your credit card name, number and expiry date.
What is the 'agreed replenishment amount'?
For Pre-pay automatic accounts, the agreed replenishment amount is the amount that CityLink will draw from the nominated bank or credit card account after the CityLink account balance falls below the top-up trigger. The agreed replenishment amount needs to be set at a minimum of one month's expected travel expenditure. If the agreed replenishment amount is set any less than this amount, your account will incur multiple withdrawal transactions in one month. For Pre-pay manual accounts, it is the amount by which the customer must top-up their CityLink account. Generally, the agreed replenishment amount is the greatest of $25 and the difference between the CityLink account balance and $25. Alternatively, it maybe any large amount agreed by CityLink and the customer.
What methods can I use to open a CityLink Everyday account?
CityLink accepts cash, cheque, selected credit cards or electronic funds transfer (EFT) including direct debit. Payment by credit card (Visa or MasterCard) can either be with a standing authorisation or manually by phone. Some commercial users will choose to pay on receipt of a monthly invoice. Customers who choose to sign up over the phone can only pay with a credit card. All other payment options are available at the CityLink Customer Centre.
What payment methods are available to commercial customers?
All payment methods are accepted. Credit card payment may only be used for accounts with up to 20 e-TAG devices. For accounts with more than 20 e-TAG devices, you can arrange for direct debit from your bank account.
What types of accounts are available for private motorists using CityLink?
Private motorists have the choice of two types of CityLink Everyday accounts: a Pre-pay or a Pay-as-you-go account.
There is also an option of a CityLink Access account.
Once I obtain an e-TAG device, how do I pay for my CityLink usage?
After you have opened a CityLink Pre-pay account, you will pay an opening amount of $50. This amount will be credited to your account and each time you use CityLink, usage will be charged at the applicable toll rates. You have the option to either top-up your account automatically from your credit card or bank account, or manually by cheque, cash, BPay, EFTPOS or credit card. Alternatively, you can open a Pay-as-you-go account and pay a deposit of only $20 for each e-TAG device, followed by monthly deductions from your bank account or credit card depending on your CityLink usage plus a monthly fee of $2.75 per e-TAG device.
What do I need to apply for a CityLink account on-line?
You will need to provide personal information (eg name and address), details of the vehicles you wish to link to your CityLink account and a valid credit card (Visa or MasterCard) to pay the opening amount.
What do I need to top-up my CityLink account at a Touch kiosk or at the CityLink Customer Centre?
At the Touch kiosk you will need to have your CityLink payment card or your statement or invoice to scan the barcode, and either an EFTPOS card or valid credit card to top-up your CityLink account.
What happens after I complete my on-line application?
You will be provided with a receipt number, which is generated by our system. This may be used as a reference number in any communication regarding your on-line application. If you have applied for an account, a welcome pack will be sent to you.
Are account details confidential?
Yes. CityLink must protect the privacy of all travel and personal details of its customers, unless specifically authorised by law. You can learn more about our privacy policy here on the web.
Can businesses open a CityLink Everyday account?
Yes. Businesses can open CityLink Everyday accounts with up to four vehicles on each account.
Can corporate users obtain normal credit accounts?
Yes. Businesses that require four or more e-TAG devices can apply for invoice accounts with credit terms. Details of these accounts are available here on the website, from the CityLink Customer Centre, or by calling CityLink on 1300 360 962.
Can I buy more than one CityLink pass or open more than one CityLink account on-line at a time?
You can only apply for one CityLink pass per session. If you open a CityLink account, you can designate up to four e-TAG devices per CityLink Everyday account. For more than four e-TAG devices you will need a CityLink Commercial account, in which case you can call 1300 360 962.
Can I get a monthly statement in order to calculate my GST?
We can provide you with a one-off detailed statement for $3.30, or four quarterly detailed statements for $11. Alternatively, if you have four or more vehicles, you can open a Commercial account, pay an annual account fee of $71.50 and receive monthly detailed statements.
Can I get an e-TAG device or open a CityLink account, through Touch kiosks?
No, e-TAG devices and account openings are currently unavailable through Touch kiosks at major Coles Express outlets and participating newsagents. However, account top-ups can be made at a Touch kiosk.
Can I obtain a refund without returning my e-TAG device(s)?
No. A CityLink account cannot be closed or the refund processed until we are in receipt of the e-TAG device(s) registered to that account.
Can I open a CityLink account anonymously?
Yes, you can open a manual Pre-pay account if you pay the opening amount of $50 plus a $50 deposit. This can only be done by visiting the CityLink Customer Centre at 67 Lorimer Street, Southbank VIC 3006.
Can interstate taxi drivers open an account and obtain taxi e-TAG devices?
Yes, but they must be able to show their taxi driver's certificate in person at the CityLink Customer Centre.
Can taxi owners group their vehicles together under the one account to save costs?
Some taxi owners have chosen to place their taxis onto a single account. The e-TAG devices for the taxi drivers must be obtained separately and a Taxi Driver account opened.
Can you track my use of CityLink and what will you do with that information?
Information about your use of CityLink is only used for billing purposes. Information about use of CityLink may be disclosed in circumstances prescribed under the Melbourne City Link Act 1995.
CityLink debited my credit card/bank account but there were no funds.
It is your responsibility to keep the account in credit. We may send a letter to let you know that the automatic payment has failed due to a low balance or that your vehicle’s registration maybe suspended. Your vehicle’s registration will be suspended and continued use of CityLink will be an offence, unless you top-up your account immediately. Normal banking procedures apply in this instance.
Do I have to pay the $27.50 minimum annual payment if I cancel my account?
No. If you return your e-TAG device before you close your account, we will not charge you the minimum annual payment fee.
Do I need to open an account or buy a CityLink pass if I use CityLink on my motorbike?
Not at this stage.
Do you have a CityLink account designed for couriers?
There is no CityLink account specifically designed for couriers.
Does the minimum annual payment fee change regularly?
The minimum annual payment fee has only increased once, in line with the introduction of GST. The minimum annual payment is subject to change and you would be advised if a change would affect you.
Every time I buy a used car, do I have to inform CityLink?
To ensure you’re starting at '0' on the CityLink pass system when you buy a used car, contact us on 13 26 29 or visit a Customer service centre. CityLink may require to view proof of the change of ownership. If you have a CityLink account, you will need to ensure the vehicle's registration number is added to your account.
How do I check the balance of my CityLink account?
You can check account balances on the web, by phone, and against statements provided for each quarter.
When the balance falls below a certain minimum amount, especially for Pre-pay manual payment customers, you will hear one beep followed by two short beeps as the vehicle passes the toll point. This means you should contact CityLink to top-up your account.
How do I know if my account balance is low?
If you have a manual Pre-pay account, your e-TAG device will beep three times (one beep followed by two short beeps) when your account balance falls below $25 per e-TAG device.
How do I pay the opening amount, or pay for a CityLink pass on-line?
A valid Visa or MasterCard is required to pay for the opening amount or CityLink pass on-line. If you wish to use a different payment form, refer to the ‘Did you know’ section from the home page to find out alternative options for opening an account or purchasing a CityLink pass.
How do you invoice commercial customers?
For CityLink Commercial account holders an invoice is sent monthly by mail. Payment terms are 14 days from the date of the invoice. Commercial customers can also choose to have their invoice emailed directly to them.
How often are statements issued?
Statements for Everyday account customers are issued each quarter. They list date, e-TAG device serial number, total number of trips for each day and the cost of each trip. More detailed statements, listing the time of trip per day can be provided at a cost of $3.30 per statement, or $11 for the whole year. This cost will be debited quarterly from your account.
How will GST be shown on a statement?
The GST is shown separately from the total cost of your travel on CityLink and can be seen on the front page of your statement under Account Summary and at the end of your statement. GST has been charged since 1 July 2001.
I am a registered taxi driver with a driver’s certificate. Can I use my taxi e-TAG device in a limousine or VHA car?
No. As a registered taxi driver you must only use the taxi e-TAG device in a taxi registered with CityLink. A limousine or VHA car are not taxis, nor is your private car.
I receive a message when I login that my account is suspended, but I paid my account recently?
The turnaround for an on-line payment to be uploaded onto our system and then to be reflected on the website can take up to 48 hours. You will be able to transact again after your payment has been processed and uploaded onto the web.
I recently changed/modified my account details but these changes are not reflected on my account?
Certain transactions can take up to 48 hours to be reflected on the web, as they need to be uploaded and verified on our systems.
I travelled on CityLink yesterday but the details are not in my trip history.
There may be a short delay between our system loading your travel details and these being reflected on your account.
I was advised on the website to call CityLink to complete my account maintenance transaction.
In some instances, when there are multiple contacts on the account, we need to gather more information from you before making amendments. In that case we ask you to call us, so that we can take you through the various steps.
If I paid by credit card, can I get a refund? And if so, how will my refund be repaid to me?
If the initial payment by the account holder was made by their credit card, then a refund to the account holder will be made back to the credit card unless the account holder requests an alternate method of payment. This request must be made in writing.
Is it more cost-effective for me to buy CityLink passes or to open a CityLink account?
If you are likely to use CityLink a couple of times a year, you are probably better off buying the appropriate CityLink pass when the need arises. For any customer who uses CityLink up to twelve times per year it will be more convenient to open a CityLink Access account. If you use CityLink more than twelve times per year it would be more economical and convenient to set up a CityLink Everyday account.
Is there a limit for e-TAG devices on a CityLink Commercial account?
No.
Is there a minimum number of e-TAG devices for CityLink Commercial accounts?
Yes. Four e-TAG devices.
What if I want to change or cancel my application for an account or a CityLink pass?
If you have any amendments to or cancel your application or CityLink pass, you should contact CityLink on 13 26 29 or visit the CityLink Customer Centre. Please note that Tulla and 24-Hour passes can only be changed by calling CityLink before 10pm on the day before your nominated day. For changes to Weekend passes, you must call before 10am on the Friday before your nominated Saturday.
What if I want to change or cancel my application for an account?
If you have any amendments to your application, you should contact CityLink on 13 26 29 or visit the CityLink Customer Centre.
When I login there is a pop-up box about something called ‘cookies’?
To allow us to successfully process and complete certain on-line transactions and to protect your details, we need to temporarily store the information of your transaction. To enable us to do so, your computer needs to set up in such a way that it allows automatic installation of cookies. Refer to your help menu on your computer for more information about "cookies".
When I look at my account details, only my name and no other contact details appear? Can I still make changes to my details?
Yes, only if there is one contact linked to the account can we display contact details, to protect customers’ privacy. We do, however, identify you by your login and can as a result process any amendments to your details. Simply key in the new details and your old details will be replaced.
What if I need to replace the current primary contact on my CityLink account?
If someone else is replacing the current primary contact, then a company director, secretary, financial controller or senior manager will need to contact CityLink to advise of the change in contact details.
When I try to view my trip history/statement details on-line, I get an error/blank screen?
You can only view your trip history/statement if you have Adobe Acrobat Reader installed. Instructions on how to download this free software can be found at the Adobe website.
When should I contact CityLink?
You should contact us by email or call 13 26 29 if:
• your e-TAG device is stolen, lost or damaged
• your nominated vehicle or number plates are stolen
• you want to link your vehicle or link another vehicle to your CityLink account
• you change your address or other contact details
• you need to top-up your account
• your e-TAG device gives four beeps when you pass through a toll zone
• your e-TAG device does not beep when you pass through a toll zone
When will my account top-up be credited to my CityLink account?
Your account top up is credited to the CityLink Toll Computer within 24 hours.
Where can I open a CityLink Everyday account?
Right here on the web! As long as you have a valid Visa Card or MasterCard to pay for the account opening amount. Simply print off the application form from the home page and fax or mail it to us. Within two weeks we will establish your account, take an initial payment and send you an e-TAG pack.
Alternatively, to open an account you can visit the CityLink Customer Centre or call 13 26 29 and have your registration number and credit card numbers on hand.
Where can I top-up my CityLink account?
Right here on-line! As long as you have an accepted credit card.
Simply select your choice from the home page. After you have entered your CityLink account number and PIN you can top-up your account and a receipt number will be provided for your reference. Alternatively, you can top-up your CityLink account at:
CityLink Customer Center at 67 Lorimer Street, Southbank (Melway: 2E G10),
participating newsagents
selected Australia Post outlets in the city or country Victoria, with your payment card,
our call centre by calling 13 26 29.
Who do I contact if I have a question regarding my on-line application?
You can contact CityLink on 13 26 29 or visit the CityLink Customer Centre.
Who does the refund go to?
A refund will always go back to the CityLink account holder unless we are notified in writing that it is to go to someone else. For an organisation on a CityLink Commercial account, the refund will always go to the organisation regardless of who made the opening payment unless we are notified in writing to make the refund out to someone else. This letter must be on company letterhead and signed by a company director or secretary.
Why do I have to visit the CityLink Customer Centre and show my taxi driver’s certificate in person?
With the taxi driver e-TAG device qualifying the driver for a reduced toll and the ability to charge that toll on to a passenger, CityLink must ensure that only people who obtain these e-TAG devices are those with valid taxi driver’s certificates.
Why is there an ‘Agreed Replenishment Amount’?
For Pre-pay automatic accounts, the agreed replenishment amount should be set up so that you the customer avoids the need to make constant top-ups. Therefore, if you use CityLink regularly, it may be wise to agree to a higher agreed replenishment amount - for example $50 - so your account does not need to be topped up as frequently. Any time your CityLink account falls below the top-up trigger, the agreed amount is withdrawn from your nominated bank or credit card account.
Will I have to pay account administration fees?
A monthly administration fee per e-TAG device applies to Pay-as-you-go accounts and Commercial accounts.
Will you be providing me with a tax invoice?
Yes, we will provide all account holders with a tax invoice.
When will I receive my statement?
Your first statement will be sent to you three months after your first trip on CityLink as a CityLink customer. Subsequent statements are issued at three monthly intervals.
When do I incur a minimum annual payment fee?
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. Where your CityLink account was opened before 3 January 2000, for all e-TAG devices linked to your account before that date, your start date is the earlier of:
• the first date (on or after 3 January 2000) you used a toll zone; and
• 28 December 2000. Where your CityLink account was opened on or after 3 January 2000, your start date is the date of account opening for all e-TAG devices linked to your account when it is opened. The start date for any other e-TAG device subsequently linked to your account is the date on which those e-TAG devices were linked.
What do my e-TAG beeps mean?
One beep: A successful transaction
One beep, followed by two short beeps: Everything is operating normally but your CityLink balance is very low and you must top-up your account, if you are a manual payment customer, as there is less than $25 per e-TAG device in your account remaining.
Four beeps: CityLink registration of your vehicle(s) has been suspended or cancelled. You may receive an infringement notice. Please contact us urgently on 13 26 29 or send us an email before using CityLink again.
No beeps: Please contact us by email or phone 13 26 29 to rectify the problem, before you use CityLink again.
Are B-double trucks allowed to use the CityLink bridge and tunnels?
CityLink has been designed and built to accommodate B-double trucks on all sections.
Are there special lanes for taxis and buses?
Yes. There are special lanes for taxis and buses. These express lanes operate between Bulla Road and Flemington Road on the Western Link southbound 6.30am-9.30am and northbound 3.30pm-6.30pm Monday to Friday.
Can I change lanes in the CityLink Tunnels?
Yes, the tunnel information signs "Avoid Lane Change" are advisory. Drivers may change lanes without breaking any road rule. However, as the signs advise, CityLink recommends customers change lanes only if safe and when necessary, such as to avoid an incident or to move into a lane when approaching an exit ramp.
Can I obtain camera footage of an incident on the road?
Generally speaking, cameras on CityLink are used for traffic management purposes. They don't capture all the activity on CityLink as they are normally set to provide distant views of traffic for the overall perspective of traffic conditions.
If a customer requires access to footage on the road because of an accident, they would need to do one of the following:
1) contact insurance company immediately, they will subpoena CityLink for the camera footage if required; or
2) lodge a complaint with the local Police Station if the incident involves an indictable offence.
Can I use my mobile phone while driving on CityLink?
It is illegal to use a hand-held mobile phone while driving. It is illegal to stop in an emergency lane unless the vehicle is disabled.
Can I use the motorist emergency telephone for CityLink enquiries?
No. Motorist emergency telephones are not for general enquiries, nor can CityLink passes be purchased over these phones. They are for emergency use only.
Has CityLink landscaped any of the areas along CityLink?
The CityLink project includes one of the largest urban landscaping programs ever undertaken in Australia. CityLink has planted more than 2 million trees, plants and shrubs along the Tullamarine Freeway alone. In addition, new bike and pedestrian paths have been created and existing ones will be improved.
How does the toll point work?
1. Overhead radar detects entering vehicle and sets system in motion.
2. Transceiver communicates with e-TAG device in vehicle sending information to the central toll computer.
3. Vehicle Detection and Classification (VDC) Camera measures size and type of vehicle.
4. Camera records digital image of vehicle’s front number plate.
If I am travelling from the Airport to Warrigal Road what time saving am I looking at if I use CityLink as opposed to an alternative route?
Based on a recent Travel Time Survey conducted by Maunsell Australia, on average you will save approximately 35 minutes using CityLink during AM Peak times.
For more information on the Maunsell Travel Time Survey click here.
In relation to the Tullamarine Freeway on the Bell Street to Brunswick Road section, why is one lane exclusively reserved for taxis, VHA cars and buses during peak hours?
The lanes are reserved to provide an incentive for multiple occupancy and public transport vehicles to use CityLink.
Is there appropriate signage to tell me where I am going?
CityLink signage is in accordance with and generally exceeds the standards set by VicRoads for urban freeways.
What colour are the CityLink signs?
The CityLink signs are blue and yellow, whilst normal freeway signs are green and white.
Must all loads be secure before travelling on CityLink?
Yes. When travelling on CityLink you must make sure that your load is secure. At all times loads are required to be secured in a safe manner. Penalties can be imposed for insecure loads.
Tell me more about the tolling system.
Developed by Combitech Traffic Systems (a division of Saab), the CityLink tolling system utilises the latest in microwave technology. As the driver passes under a toll point, the vehicle type is scanned and registered and an electronic message is sent to CityLink’s central computer system. The toll can be then deducted automatically from the motorist’s CityLink account. If a vehicle passes under a gantry and a message is not received this indicates it does not have an e-TAG device or CityLink pass. A picture of the front number plate is taken. If the vehicle is not registered for use with CityLink at the time of travel, in the first instance the owner of the vehicle will be sent a Late Toll invoice. The invoice will request payment of the tolls incurred plus an administration fee. If this Late Toll invoice is not paid the picture may be passed to the appropriate government enforcement agency and the driver may be fined. The e-TAG device technology has been thoroughly tested for accuracy at speeds in excess of 200 km/h.
What are the weight/height restrictions on CityLink?
If you your vehicle is over-weight, over 4.6 metres in height, or it does not comply with all VicRoads requirements, you must call the CityLink traffic control room on (03) 9674 2001 one day before travel. We will be able to provide you with specific travel instructions for your vehicle, a written consent to travel, or if necessary, with alternative options.
What do I do if my car breaks down on the open road?
If your car beaks down on the open road, you should get out of the broken down vehicle and walk BACK to the next motorist emergency telephone. If you can see a phone not too far ahead of your vehicle, use this phone. Walking BACK into the traffic is safer because the person can see approaching traffic. It is also better because there is a very real chance that the Incident Response group will be driving past - reducing the time spent on the side of the road.
What do I do in the event of an emergency?
In the event of an emergency, the automatic incident detection system will raise the alarm in the CityLink operations room.
• If you require immediate assistance or the emergency services you should call the CityLink control room using one of the emergency telephones in the tunnel.
• Drivers should stay in their vehicles unless instructed otherwise by the variable message signs and/or radio rebroadcast facilities in the tunnel.
• An emergency response vehicle will be dispatched and arrive at the scene as soon as possible.
• Minor incidents will be cleared to allow the safe passage of traffic.
What if I run out of petrol on CityLink?
These types of breakdowns are preventable and cause potential danger to other motorists, in particular when the breakdown happens in one of the tunnels. It is best to make sure you have enough petrol before you drive on CityLink. If you do run out of petrol on CityLink you should use the motorist emergency telephone and call for assistance. You are required to pay for any petrol or spare parts provided.
What is the maximum speed limit on CityLink?
Under normal circumstances, most of CityLink has a maximum speed limit of 100 km/h and the two tunnels have a maximum speed of 80 km/h. If maintenance work is being undertaken on the road and or tunnels, some lanes may be unavailable for short periods of time, enforcing slower speeds on the remaining lanes.
What roads are part of CityLink?
The roads that are part of CityLink are the Tullamarine Freeway from Bulla Road to Flemington Road, Flemington Road to the West Gate Freeway, Monash Freeway from Southbank to Glenferrie Road (including the Domain and Burnley Tunnels) and Batman Avenue from Flinders Street to the Monash Freeway. The West Gate Freeway, Western Ring Road and the Monash Freeway past Glenferrie Road are not part of CityLink.
What sort of noise walls are there on the freeways and how well do they work?
CityLink has different types of noise walls on the Tullamarine and South Eastern Freeways. The style and height of barrier has been determined by local topography, traffic levels and type of road surface. A noise limit of 63 decibels has been specified for CityLink, which is some 10 decibels below the noise level currently experienced by some residents near the Tullamarine Freeway. As the decibel scale is logarithmic, this will mean an effective halving of the perceived noise level for these residents.
When did Western Link open?
The Western Link opened on 15 August 1999.
Why has CityLink chosen the electronic form of toll collection over the traditional tollbooth collection, which works well in Sydney and other places?
Tollbooths mean that motorists have to stop, start and switch lanes, slowing down the flow of traffic and causing congestion. Tollbooths also require large tracts of land and limit the number of entrances and exits to a toll road. Using electronic tolling allows motorists to use CityLink (via any of the 18 entry and exit points) without stopping, slowing down or changing lanes.
Why is the express lane only for taxis, buses and VHA vehicles?
The express lane is only available for taxis, buses and VHA/VHC vehicles to encourage the use of public transport and multiple occupancy vehicles. Only these vehicles may use the express lane on CityLink during the times stated on the CityLink signage.
Why isn’t the express lane (EL) like the transit lane on the Eastern Freeway?
The express lane is for the high volume of buses, taxis and VHA vehicles going to and from the airport.
Why should I use CityLink?
CityLink can reduce your fuel consumption and other vehicle running costs because non-stop, free-flowing traffic is more cost-efficient. The Allen Consulting Group says fuel consumption on expressways like CityLink is about 30 per cent less than on stop-start arterial roads and vehicle operating costs, including those of fuel and tyres, increase 50-100 per cent during congested periods on arterial and stop-start roads.
Will the gantries affect mobile telephones or pacemakers?
No. The microwave signal from the tolling equipment is tiny and operates on a different frequency from these devices.
Are the CityLink tunnels safe?
Yes, the tunnels are safe. If there were concerns about the safety of the tunnels, we would not allow the public into them. The safety of our customers is a top priority. Please read more under Road and Tunnel safety.
What safety measures are in place in the tunnels?
The CityLink tunnels incorporate some of the most advanced traffic and incident management systems available, including:
• automatic incident detection and closed circuit TV monitoring systems
• emergency response vehicles that are dedicated to CityLink.
• variable message signs and lane use signals to control traffic flow
• motorist emergency telephones
• radio facilities, loudspeakers and radio rebroadcasting facilities
• cross-tunnel pedestrian access
• extensive fire-fighting technology and equipment including fire detection, fire hydrants and extinguishers, a deluge system, smoke extraction system and fire-resistant cable routing
• uninterruptible power supply/emergency power supply
• internal access for emergency personnel
• three emergency refuges
What sort of fire-fighting equipment is provided in the Burnley tunnel?
There are fire-fighting cabinets, equipped with hose reels and fire extinguishers located at 60-metre intervals throughout the tunnel. Each of these cabinets have a fire hydrant. If the fire cannot be contained with the fire hydrant, a deluge system may then be utilised. This consists of nozzles every 30 metres, each of which is capable of delivering 2,600 litres of water per minute. There is also a smoke extraction system that will remove smoke from the scene of a fire.
Are there permanent speed cameras in the tunnels?
Victoria Police have speed cameras in the tunnels. Speed (and traffic) enforcement of CityLink is the responsibility of Victoria Police and is performed by them. This is in no way the responsibility of CityLink.
Can placarded vehicles travel in the tunnels?
A vehicle carrying dangerous/hazardous goods cannot travel in the CityLink tunnels if the vehicle is required to display placards as per the relevant regulations.
Can a vehicle carrying hazardous materials travel in the CityLink tunnels?
No. Vehicles placarded as carrying hazardous materials are prohibited from using the Burnley and Domain tunnels.
How are incidents detected inside the Burnley tunnel?
Incidents may be detected in the following ways:
Closed circuit TV/automatic incident detection (CCTV/AID):
This system provides the control room full visual coverage of the tunnel to provide information on the status of activity within the tunnel. The AID system provides computer controlled automatic notification of any abnormal traffic flow within the tunnel and directs a CCVT image from that location to the control room's attention.
Motorist emergency telephone system (METS):
Allows communication directly from motorists to the CityLink control room to provide notification of incidents. The METS and CCTV are linked so that the control room is automatically provided with a view of the area and of the relevant METS phone whenever a handset is in use.
Mobile phones:
Mobile phone relay facilities allow motorists to use their mobile phones within the Burnley tunnel to communicate with emergency services.
Linear thermal detection:
Allows for continual scanning of the interior of the Burnley tunnel to detect high temperatures and sudden rises in the temperature of the tunnel.
Smoke detection:
This is smoke detection equipment installed in the plant rooms of the tunnels.
How are incidents in the Burnley tunnel managed?
Once the CityLink control room has detected an incident, a CityLink Incident Response mobile unit will be dispatched. These vehicles are fully equipped to render assistance to motorists and to perform initial emergency management at the scene of an incident. The CityLink control room will also request emergency services to attend if the situation requires.
How will I be directed during an incident in the Burnley tunnel?
Motorists may be directed by emergency services personnel, CityLink personnel or by the CityLink control room. The CityLink control room is able to direct motorists by using radio rebroadcast, the public address or the variable message signs mounted above each lane of the tunnel.
How will motorists get out of the tunnel if there is an emergency?
Motorists can be evacuated from the tunnel via stairways, cross passages and an emergency egress tunnel.
How would I be notified of any incident or emergency that has occurred in the Burnley tunnel?
If you are travelling on CityLink, but have not yet entered a tunnel, the variable message signs located on CityLink will advise you of any disruption to traffic in the tunnels.
If you are in the Burnley tunnel, you may be notified of an incident in the following ways:
Radio rebroadcast system: This system allows the CityLink control room to broadcast information on the AM and FM frequencies received by you car radio.
Tunnel incident management signs: These are electronic message boards located over each lane in the tunnels. They are located at 120-metre intervals. They are pre-programmed with a variety of safety messages to advise motorists of traffic and emergency conditions.
Public address system: Allows the CityLink control room staff to communicate directly with motorists.
What sort of signage is provided in the tunnel in the case of an emergency?
The CityLink control room will advise motorists of what action to take in the event of an incident. In addition to being notified by the radio rebroadcast system, the tunnel incident management system and the public address system, there are the following emergency management systems provided in the tunnels:
Lane use signals: These allow CityLink control room staff to manage traffic around an incident or potentially stop traffic if required.
Variable message signs: These are electronic message boards located over each lane in the Burnley tunnel. They are located at 120-metre intervals. They are pre-programmed with a variety of safety messages to advise motorists of traffic and emergency conditions.
Tunnel emergency signs: These consist of directional EXIT signs, emergency exit door locations and strobe lights to indicate where emergency exits are located.
Why do you reduce the speed limits in the tunnels?
If there is a delay on the exit ramps then the speed limit is reduced to improve safety. If there is a delay on the West Gate Freeway or the Monash Freeway the speed limit is reduced to improve safety. It also gives prior warning of the problem allowing drivers to make early decisions about which lane to be in the tunnel. If the queuing/congested traffic is backed up into the tunnel a lane is closed to reduce the number of vehicles in the tunnel. The clear lane also assists access to emergency and incident response vehicles should there be an incident during these times.
What's the clearance in the tunnels?
The clearance is 4.6 metres.
When did the Burnley tunnel open?
The Burnley tunnel opened on 22 December 2000.
When did the Domain tunnel open?
The Domain tunnel opened on 16 April 2000.
How long is the Burnley tunnel?
The Burnley tunnel is approximately 3.5 kilometres in length.
How many lanes are in the Burnley tunnel?
The Burnley tunnel has three lanes.
What about the water leakage in the tunnels?
The tunnels will always have a leakage rate of up to 10 litres per second, most of which cannot be seen as it is collected in the under-pavement drainage system. All underground tunnels have some level of seepage, and are continually monitored.
What are the exits from the Domain tunnel?
There are three exits from the Domain tunnel, they are Kingsway, the Westgate Freeway and Power Street.
What do I do if my car breaks down in the tunnel?
If your car breaks down in the tunnel you should turn your hazard lights on and remain in the vehicle.
If there is a fire in the vehicle, exit your vehicle as soon as it is safe. If traffic is light enough, cross to the right side of the tunnel where there is a pedestrian walkway, otherwise walk FORWARD to the nearest motorist emergency telephone and call for assistance. The phone will connect you directly to the CityLink control centre, which will arrange for emergency assistance and closure of the affected lane(s) if required.
What do I do if there is an accident or emergency in the tunnel?
Incidents in the CityLink tunnels will be automatically identified. In the unlikely event that you are in the tunnel during an incident, it is important for you to observe the instructions provided by the CityLink control room. You should turn on your radio and watch for messages on the overhead signs. In the event that you need assistance you should turn on your hazard lights to alert the CityLink roadside service officers.
Are the emissions from the tunnel vent stacks dangerous?
No, the tunnel vent stack emissions comply with EPA air quality standards.
What is the radio rebroadcast system?
The radio rebroadcast system operates in the CityLink tunnels and allows CityLink to override the signal on your car radio with safety messages or specific emergency instructions. When driving in the CityLink tunnels it is recommended to always have your car radio switched on.
What is the speed limit in the tunnels?
The speed limit in the tunnels is 80km/h, unless specified by the speed signs within the tunnels. These speed signs show the speed at which you can travel, and must be obeyed at all times.
Will my mobile phone work in the Burnley tunnel?
Yes. A mobile phone relay station has been installed to allow Telstra, Optus and Vodaphone mobile phones to function in the Burnley tunnel. However, drivers should not use their mobile whilst driving, unless they are using a hands-free kit.
What is a Touch kiosk?
A Touch kiosk is an electronic self-contained vending unit, which, in addition to selling other products and services, sells CityLink passes and allows you to top-up your CityLink account by credit card. The machines are available at participating newsagents, Melbourne Airport and at the CityLink Customer Centre.
What can I do at a Touch kiosk?
Touch kiosks at participating newsagents, Melbourne Airport and at the CityLink Customer Centre allow you to purchase a CityLink pass (24-Hour, Weekend or Tulla pass) or top-up your CityLink account with the major credit card types.
What forms of payment are accepted at Touch kiosks?
You can pay by Visa, American Express, Diners, MasterCard or EFTPOS.
Does CityLink collect fines for the government?
No. Civic Compliance Victoria administers fines.
Do interstate travellers need to pay for using CityLink?
Yes. Anyone using CityLink is required to purchase a CityLink pass or set up a CityLink account. If someone fails to do so, driving on CityLink may result in an infringement notice being issued by Victoria Police.
How much is the cost of a phone call when phoning CityLink on 13 26 29?
Customers can phone CityLink on 13 26 29 from anywhere in Australia for the cost of a local call (mobile phones charges apply).
How will I know if I have been fined?
You will receive an infringement notice from the Victoria Police by mail.
I accidentally used CityLink without having a CityLink pass. Will I be fined?
You have until midnight three days after you first use CityLink to purchase a CityLink 24-Hour or Tulla pass. If you have used CityLink after midday on Friday, you have until midnight on Tuesday to purchase a Weekend pass. If you do not buy a CityLink pass or have your vehicle registered with CityLink and linked it to your CityLink account you may receive a Late Toll invoice or a fine from Victoria Police.
I need CityLink’s ABN for tax purposes.
The CityLink Melbourne Limited Australian Business Number (ABN) is 65 070 810 678. This is also printed on all invoices.
I’m stuck in a screen on your website and cannot work out how to get out?
The easiest way to exit a screen is to go back to the home page, by clicking on the 'Home' menu option in the menu bar above. Alternatively, you can simply go back a step. Please note, however, that if you have just submitted a transaction, a blank page may appear while the web is verifying the transaction with our systems.
What are the opening hours of the CityLink Customer Centre?
Monday to Friday 7am-6pm plus weekends and public holidays 10am-5pm.
What happens if I don’t have an e-TAG device and forget to buy a CityLink pass?
You can buy a CityLink pass before you travel, on the day of travel or up until midnight three days after you travel. If you buy a CityLink Weekend pass you have until Tuesday to buy a pass. So even if you forget to buy a pass before you drive on CityLink you can buy one afterwards. If you do not purchase a CityLink pass and travel on CityLink you may be issued with a Late Toll invoice or a fine from Victoria Police.
What happens if one of a Touch screens jams or if there is a technical problem when I am making my application?
Any technical problems with the kiosk should be reported to the operator or CityLink staff, who will contact a Touchcorp representative. You will need to complete your application using one of our other channels.
What if I have a problem scanning the bar code on my CityLink payment card when using a Touch kiosk?
Follow the instructions on the small screen next to the pin pad which shows you how to scan the bar code. If you have any difficulty you can ask the operator, or if you are using the Touch kiosk at the CityLink Customer Centre, ask CityLink staff.
What is your definition of light and heavy commercial vehicles?
A light commercial vehicle (LCV) is a cab-chassis, two-axle vehicle weighing 1.5-4.5 tonnes gross vehicle mass (including load). This may include some four-wheel drives.
A heavy commercial vehicle (HCV) is over 4.5 tonnes or has three or more axles. This may include articulated trucks, or buses with 13 or more seats including the driver.
What steps are in place to protect my privacy?
The Melbourne City Link Act 1995 provides specific and stringent requirements to safeguard the privacy of customers: CityLink is also subject to the Commonwealth Privacy Act, and has its own Privacy Code.
Will my personal details and credit card transactions be secure?
The highest level of security has been built into each stage of the on-line process, with all forms encrypted using an internationally recognised code of security called VeriSign. Protection of your personal and vehicle details is prescribed under the CityLink Privacy Code.
Will people who use CityLink without paying be fined?
Yes. People who do not make arrangements to pay for CityLink travel will receive a Late Toll invoice or a fine from Victoria Police.
Where is the CityLink Customer Centre?
CityLink Customer Centre is located at:
67 Lorimer Street, Southbank, Victoria 3006 (Melway: 2E G10).
Which credit cards does CityLink accept?
We accept Visa, MasterCard, American Express or Diners Club cards for on-line transactions. Cash payments are also accepted at the CityLink Customer Centre and at selected Australia Post outlets or newsagents.
Will I be given a receipt for transactions on a Touch kiosk?
Yes. You will be given a receipt with a system-generated receipt number, which should be retained and used as reference if needed. As with normal credit card transactions, a separate receipt for the credit card transaction will also be issued.
Will I have to pay any fines issued if I have lent my car to someone else and they were driving the vehicle at the time of the offence?
All fines on CityLink are issued by Victoria Police and you may need to nominate the other driver in accordance with their procedures.
Will my card transaction be secure when I pay over the phone or at a Touch kiosk?
CityLink has a number of security checks with any EFTPOS or credit card transaction.