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National toll roads will resume charging from 0:00 on May 6
Q: What adjustments and improvements have been made to the ETC system failure at the initial stage of canceling the provincial toll station? Has it been stabilized?
Answer: After the cancellation of the provincial toll station of the expressway, some areas have had outstanding problems such as wrong billing, repeated billing, wrong billing time, multiple deduction of fees for one pass, etc. during the running in period of system conversion, which has brought troubles to users. In response, local transportation authorities and expressway management units carried out the "zero clearing" action of systematic problems, comprehensively investigated and rectified the problems found; The system optimization project was started. At present, all work is being vigorously and orderly promoted, and all problems found have been rectified. For the new problems that may arise after the recovery of charges this time, a technical guarantee mechanism has been established, which will urge and guide all regions to verify the situation at the first time and properly deal with it in a timely manner.
Q: Can the ETC lane display the whole amount in time?
A: After the cancellation of the provincial toll station of the expressway at the beginning of this year, the vehicles in the ETC exit lane do not display the total toll amount, but provide the fee inquiry service through pushing information or bills. However, some of the public raised their opinions on this. In order to meet the public demand, local transportation authorities and expressway operation and management units organized and carried out the ETC "fee display" project. At present, all the exit lanes of the expressway can display all the tolls of this trip. The Ministry of Transport reminds drivers to check the "fee display" on the premise of ensuring safety. In addition, the Ministry of Transport will continue to provide query services such as WeChat official account, APP, applet and sending fee deduction SMS.
Q: Is the information related to toll station settings and toll standards open and transparent? Is there a convenient way to get the details of toll?
Answer: According to the provisions of the Regulations on the Administration of Toll Roads, the provincial people's government should disclose the names of toll roads and toll stations, toll units, toll standards, toll periods and other information within its administrative region to the public; Toll road operators and managers shall set up bulletin boards at prominent locations of toll stations containing the names of toll stations, examination and approval authorities, toll collection units, toll collection standards, starting and ending toll collection years, supervision telephone numbers, etc., and accept supervision.
At the same time, local transportation authorities and highway operation and management units constantly optimize and improve the service channel functions such as small programs or APP, WeChat official account, so as to facilitate the public to query the toll details and monthly statements. At present, each province (district, city) has at least one channel to provide inquiry services for the public.
Q: After withdrawing from the station, some car owners reported that the 95022 customer service phone could not be reached. How can the transportation department improve the efficiency and quality of customer service?
A: In order to meet the travel service needs of national ETC customers, local transportation departments promote 95022, 12328 and local service hotlines to jointly provide services for the public. At the same time, a rapid handling mechanism for interprovincial complaints has been established, the expressway network wide operation and service rules have been revised, and the ETC customer service ranking list has been established to urge and guide local governments to strengthen the construction of customer service support capacity, increase customer service personnel, better provide high-quality services to the public, and effectively protect the legitimate rights and interests of the public.
Q: Has the problem of receiving multiple mobile phone fee deduction SMS messages at one time been solved?
Answer: In order to solve the problem of one-time pass and multiple deduction of fees, local transportation authorities and expressway management units have organized and carried out a system optimization project. By integrating relevant information, "one trip, one bill, one deduction and one notification" has been initially realized.