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Cape Town - The SA National Consumer Union (Sancu) said strong public opposition against the SA National Roads Agency (Sanral) could have been avoided had it heeded its call to rethink the e-toll process.
It said in a statement on Thursday that complaints against Sanral have reached unprecedented levels.
Sancu executive officer Ann Goslin said the organisation received a total of 701 consumer complaints during January and February, of which 99% were against Sanral.
"Never before has Sancu received so many complaints about a single organisation in such a short time," said Sancu deputy president Clif Johnston.
He said Sancu urged Sanral to rethink the process of e-tolls in 2011 when it published its initial terms and condition, but their concerns fell on deaf ears.
"We told Sanral so and they didn't listen. Now they have made themselves public enemy Number One," said Johnston.
He said the complaints received by Sancu were not only from motorists opposed to e-tolls, but also from consumers who have tried to comply with Sanral's requirements.
However, they have been met by inefficient and unhelpful bureaucracy, said Johnston.
Here is a list of some of the complaints lodged:
- Incorrect and confusing billing;
- Statements and SMSs received without associated invoices;
- Invoices and statements received after payment deadlines;
- Payments made not being reflected;
- Consumers forced to sign away their rights before complaints are accepted;
- Delays at service centres and kiosks;
- Rudeness of the staff at kiosks;
- No seating provision made for disabled people; and
- Day passes not recognised and consumers threatened with prosecution.
President Jacob Zuma in February expressed concerned about incorrect e-toll billing and urged Sanral to deal with the problem.
Subsequently, Transport Minister Dipuo Peters conceded that there were problems with the system, ordering Sanral to fix billing problems immediately.
The Opposition to Urban Tolling Alliance announced that it will use Human Rights Day on Friday to highlight human rights issues related to e-tolling.
This will include handing over a memorandum to Peters, and a protest ride by Bikers Against Tolls and Cars Against Tolls.
Request for comment from Sanral was not available when going to publication.
- Fin24
It said in a statement on Thursday that complaints against Sanral have reached unprecedented levels.
Sancu executive officer Ann Goslin said the organisation received a total of 701 consumer complaints during January and February, of which 99% were against Sanral.
"Never before has Sancu received so many complaints about a single organisation in such a short time," said Sancu deputy president Clif Johnston.
He said Sancu urged Sanral to rethink the process of e-tolls in 2011 when it published its initial terms and condition, but their concerns fell on deaf ears.
"We told Sanral so and they didn't listen. Now they have made themselves public enemy Number One," said Johnston.
He said the complaints received by Sancu were not only from motorists opposed to e-tolls, but also from consumers who have tried to comply with Sanral's requirements.
However, they have been met by inefficient and unhelpful bureaucracy, said Johnston.
Here is a list of some of the complaints lodged:
- Incorrect and confusing billing;
- Statements and SMSs received without associated invoices;
- Invoices and statements received after payment deadlines;
- Payments made not being reflected;
- Consumers forced to sign away their rights before complaints are accepted;
- Delays at service centres and kiosks;
- Rudeness of the staff at kiosks;
- No seating provision made for disabled people; and
- Day passes not recognised and consumers threatened with prosecution.
President Jacob Zuma in February expressed concerned about incorrect e-toll billing and urged Sanral to deal with the problem.
Subsequently, Transport Minister Dipuo Peters conceded that there were problems with the system, ordering Sanral to fix billing problems immediately.
The Opposition to Urban Tolling Alliance announced that it will use Human Rights Day on Friday to highlight human rights issues related to e-tolling.
This will include handing over a memorandum to Peters, and a protest ride by Bikers Against Tolls and Cars Against Tolls.
Request for comment from Sanral was not available when going to publication.
- Fin24
