As the year turns - amid an ongoing dispute over government's freshly implemented open-road tolling system in Gauteng - the Opposition to Urban Tolling Alliance (Outa) predicts a "very successful" civil action defiance campaign against e-tolls, "the largest in our new democracy".
The alliance's end-of-year prophecy rests on the back of a string of issues it says motorists have brought to its attention since e-tolling went live on 3 December - including telephonic harassment, unsolicited advertising, onerous payment methods for non-registered road users and outdated data. This, says Outa, alongside an overall sentiment of defiance against a system the anti-toll group has deemed unjust and unworkable from the get-go.
The SA National Roads Agency (Sanral) - however - maintains the road tax project it was tasked with running has solid grounds and is buoyed by a "world-class electronic system" that will not only be workable, but also beneficial.
Foregone fail?
While Sanral is confident South Africans are law abiding people that will eventually come around and subscribe to e-tolling, Outa says society has witnessed a "broad-based people defiance campaign that many did not envisage possible".
Outa chair Wayne Duvenage says: "The extent of the rejection of e-tolls by Gauteng road users is not only in the 80 to 85% of freeway users refusing to purchase e-tags, but also in the clear signs of an estimated 1.5 million road users that will probably not pay their e-toll bills."
To date, he says, too much has gone wrong with e-tolling for it to succeed. "Tolling is one of those processes that require almost everyone to pay, as you simply can't have a situation where some people are paying whilst hundreds of thousands aren't."
Duvenage says what he calls the authorities' "big stick" approach is a gamble that appears to be back-firing and giving rise to a heightened rebellious chorus of resistance.
"Without the majority of the public on board, there is not much more Sanral can do about it, other than continue with a warped belief that threats to criminalise over one million people, plus their spending of millions of taxpayer's rands on a highly unsuccessful media campaign will make it work."
Debt duty
Throughout December, says Duvanage, Outa has received numerous messages from motorists that have been disturbed by calls from the e-toll Violations Processing Centre demanding payment for e-tolls.
He says mobile phone numbers obtained through other databases are being used to contact motorists who have opted not to get e-tags or contract with the Electronic Tolling Company (ETC). "These motorists are being 'coerced' and intimidated to immediately pay outstanding e-toll fees or be handed over for debt collection."
Sanral spokesperson Vusi Mona concedes the roads agency has been contacting road users whose e-toll accounts are in arrears, but says it is part of the debt collection process.
"According to this process, road users are informed about the different discount options available, as well as the discounted toll tariffs that apply for registered users (as outlined in the applicable Government Gazette)."
Mona says Sanral uses the Department of Transport's (DOT) Electronic National Traffic Information System (eNatis) database to obtain contact details of vehicle owners. "Other data sources are also used to aid with communication."
The communication, he says, is in the spirit of ensuring the owner is informed about any outstanding tolls due. "Sanral has a responsibility to the unregistered road user in communicating as thoroughly as possible with them so that unnecessary extra costs are not incurred as a result of missed discount opportunities."
Outa says motorists have also accused Sanral of "unsolicited advertising", through text messages calling for e-tag registration, but the roads agency says all communication to road users is done in compliance with the law.
Payment portal
With regard to Sanral's payment system, the online portal that previously allowed non-registered e-road users to check their e-toll liability and pay online - which earlier this month raised privacy concerns - has been disabled.
Duvenage says this presents "extreme inconvenience" for e-toll payment by non-registered users. "Motorists who call in to the call centre are now being told that they will have to travel to an e-toll customer centre to find out what they owe and pay the outstanding amount. He says one Outa supporter who is currently overseas for a month, and who drove through the gantries on his way to OR Tambo airport, asked: "how are we supposed to pay if they make it impossible to do so?"
However, Mona says about the controversial portal: "a lot of sensation and misinformation was created around the online payment option".
He says the option was disabled by Sanral in an attempt to address concerns raised "until login functionality can be implemented".
Mona notes that payments can be made at all e-toll customer service outlets, while online payments can still be made online for e-toll account holders, as well as for transactions older than 7 days. "For registered e-toll account holders, additional payment options include electronic funds transfer, Checkers, Pick 'n Pay, Shoprite and participating Spar stores."
Data dilemma
Outa says cracks have also started to show in the administration of e-tolls, with several individuals reporting the ETC has incorrect information on its database. "[ETC's] staff say they cannot update [the information] because it was provided by eNatis."
Duvenage says one motorist was informed of an exorbitant e-toll bill, which must have been run up by someone else using a cloned vehicle license number - considering the individual's freeway use is minimal.
However, Mona says the onus is on the vehicle owner to update his information. "A vehicle owner is legally compelled in terms of the National Road Traffic Act (1996) to have an address for service. The Act also requires the owner of the vehicle to inform the registering authority within 21 days if he or she has a change in address. Failure to do so is an offence in terms of the legislation."
Mona adds there is a process that can be followed through e-toll customer services for vehicle owners that suspect their vehicle licence plate number of being cloned. "There is [also] a representation process that he or she can follow for any disputed transactions."
Constant conflict
Meanwhile, as 2014 rolls on, the word war on e-tolls between Outa and other organisations - notably of late Justice Project SA - and Sanral looks set to continue unabated.
While Outa says the "growing list of incidents are painting a picture of a system that is seriously [lacking]" - Sanral says e-tolling is running smoothly.
Duvenage says: "At this early stage, the system is creaking under the weight of a costly, cumbersome and unworkable administrative process."
Mona says: "We are amused at the impression created that the [e-toll] system is 'besieged' with problems. There is obviously wishful thinking by some that it was. Unfortunately for them, that is not the case."
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