Frequently asked questions

Using Hills M2

• I'm new to the M2, what do I need to know?
  
  Hills M2 is a 21km motorway that was first opened to traffic in May 1997. The M2 is a key part of Sydney's orbital linking the Lane Cove Tunnel to Westlink M7.
  
  
• Where is the M2?
  
  The motorway starts in Sydney's north at the Lane Cove Tunnel, and travels from North Ryde to the north-west, through to Baulkham Hills, where it joins onto the Westlink M7 motorway.
  
  
• How do I pay the toll?
  
  The toll can be paid either automatically by a tag or pass; or manually in cash at the toll booths in North Ryde or Pennant Hills.
  
  Roam Express is the preferred tag and pass provider for Hills M2. For more information about electronic tolling, or to get a tag or pass, visit www.roamexpress.com.au
  
  The Roam Express e-TAG is also accepted on all electronic toll roads in Sydney, Melbourne and Brisbane. The Roam Express Visitor's e-PASS works on all Sydney toll roads.
  
  
• Where are the cash toll booths?
  
  Cash toll booths are located at the main toll plaza/Christie Road, North Ryde and at the Pennant Hills Road interchange.
  
  To pay cash, use the lanes marked 'Cash' or 'Change Given'. These booths are located on the left-hand side of the motorway.
  
  
• I just travelled on the M2, what do I have to do now?
  
  With an e-TAG account or a Visitor's e-PASS, your travel on the M2 is covered and the tolls will be automatically deducted from your account.
  
  Tags from other providers such as E-Way, E-Toll or interstate tags will also work on the motorway, as long as your account is current and the tag is in working order.
  
  If you don't have a tag or a pass you can still have up to 48 hours after the time of your travel to make an arrangement to pay (some fees apply). You can do this by calling Roam Express on 137626 or visit www.roamexpress.com.au. If you don't make an arrangement to pay you will be issued with a toll notice which includes the cost of the toll and an administration fee.
  
  

Products

• Which toll product should I get?
  
  The toll products supplied by Roam Express are:
  
  

  1. Frequent User e-TAG Account – recommended for travel once a week or more
  2. Occasional User e-TAG Account – recommended for travel once a month or more
  3. Roam Express Visitor's e-PASS – recommended for Regional and Interstate travellers

  
  
  
• How do I buy an e-PASS?
  
  Click here to apply online for a Roam Express Visitor's e-PASS (you'll need to have your number plate details and a valid credit card handy).
  
  It is important to note that e-PASS charges include a vehicle matching fee. However the vehicle matching fee - charged per trip on each toll road - does not apply if you travel with an e-TAG, when it is installed correctly in your vehicle. If you'll be visiting or passing through Sydney every now and then we recommend you consider the Roam Express Occasional User e-TAG Account.
  
  

Payments

• How much does it cost to travel on the M2?
• Can I buy a pass before I travel on the M2?
  
  Yes. Click here to apply online for a Roam Express Visitor's e-PASS (you'll need to have your number plate details and a valid credit card handy).
  
  Alternately you can make prior arrangements by calling 137 626.
  
  
• How long do I have to buy a pass before I get a fine?
  
  If you don't pay the toll within 48 hours of travel, you will be issued a toll notice that includes the toll plus an administration fee.
  
  If you have travelled without making prior arrangements to pay your toll, and are still within 48 hours of travel, call 137 626 to make arrangements to pay.
  
  If your travel was more than 48 hours ago, your toll notice will be now be on its way to you. When it arrives in the mail click here to pay your toll notice.
  
  
• I've received a late toll invoice in error, what should I do?
  
  If you believe you have received a toll notice in error you will need to 'Lodge an Objection'. The details on how to lodge an objection are stated on the toll notice.
  
  
• How can I pay the M2 toll?
  
  Your tolls can be paid either automatically by tag or pass; or manually in cash at the toll booths in North Ryde or Pennant Hills.
  
  If you travel through the electronic lanes without an e-TAG and don't make alternate arrangements to pay, you will be issued with a toll notice.
  
  
• Can I buy an e-PASS or top up my account in person, instead of on the website?
  
  To buy an e-PASS or make a payment you can:
  
  

  1. Call 137 626
  2. Visit our Customer Care Centre at the M2 Administration Building, Tollaust Lane, off Culloden Road, North Ryde
  3. Pay via BPAY^® using phone and internet banking (contact your bank for more details)

  
  
  

Accounts

• My account is suspended, what does that mean?
  
  Your account will be suspended if your account balance falls below zero and payments are not made in accordance with the Customer Service Agreement. Subsequent use of the suspended Roam Express e-TAG will result in the issue of a toll violation notice.
  
  An Account Reactivation Administration Fee may be charged to your Roam Express e-TAG to reactivate your account and a Toll Notice Administration Fee may be debited.
  
  

e-TAGs

• What is an e-TAG?
  
  The Roam Express e-TAG (about the size of a credit card) is an electronic tag that you attach to the inside front windscreen of your vehicle. The tag transmits a signal to the computer at the toll gantry as you approach, and within a fraction of a second the toll is charged to your account.
  
  Click here for more information about Roam Express e-TAG accounts.
  
  
• What's the benefit of having an e-TAG?
  
  When you open a Roam Express e-TAG account and travel with your tag in your vehicle you can pay for your tolls automatically on any toll road in Australia. Whether on fully electronic toll roads like Lane Cove Tunnel and Westlink M7, or on toll roads with electronic lanes, like Hills M2 and the Harbour Bridge you don't have to stop to pay your toll.
  
  
• How do I order an e-TAG?
  
  To open a Roam Express e-TAG account you can apply online or send us a completed Application Form.
  
  
• How do I install an e-TAG?
  
  There are two types of Roam Express e-TAGs and an installation guide for each.
  
  You can easily tell the difference between the two tags as they are different shapes and have different holders.
  
  Click here if you have a tag that clips into a holder that has a picture of a car or truck on it.
  Click here if you have a tag that has an adhesive pad.
  
  
• How do I remove an e-TAG?
  
  With the e-TAG device still attached to the holder, hold onto the e-TAG device.
  
  When you have a firm grip begin to twist the device from left to right continuously. Do not pull the e-TAG as it may pop out of its holder. If this happens refit the e-TAG and try again. The purpose of the twisting motion is to break the seal between the holder and the windscreen.
  
  After twisting from left to right a couple of times turn sharply in one direction as hard as possible.
  
  If device does not become loose immediately wait 15 minutes and repeat steps 1, 2 and 3.
  
  Use a standard household window cleaner to clean the adhesive residue from the windscreen
  
  
• How do I report a lost or stolen e-TAG?
  
  If your Roam Express e-TAG has been stolen it is important to notify us immediately, otherwise any tolls paid using the Roam Express e-TAG will continue to be debited to your account.
  
  If it is lost or damaged you will either forfeit your deposit or be required to pay a TAG Replacement Fee.
  
  
• I'm having trouble with my e-TAG, what should I do?
  
  Call our service centre on 137 626 as soon as possible and one of our Customer Service Officers will be more than happy to help.
  
  
• What do the e-TAG beeps mean?

e-PASS

• What is an e-PASS?
  
  The Roam Express Visitor's e-PASS works on all Sydney toll roads. If you want to be covered for travel on all toll roads we recommend a Roam Express e-TAG for either frequent or occasional users.
  
  
• Why is there a fee for using a Roam Express e-PASS?
  
  The 75c vehicle matching fee covers our administrative costs of physically viewing photos of number plates to ensure the tolling system has read them correctly and charges the toll to the right account.
  
  

Traffic

• How can I check the traffic conditions on the M2?
  
  You can access real-time traffic reports and cameras on the RTA website at www.rta.nsw.gov.au
  
  

Contact the M2

• I have further questions that aren't answered here. How do I contact the M2?

M2 upgrade

• Why do we need to upgrade the M2?
  
  Business and residential growth in Sydney's north-west is strong. Planned additional growth around Norwest Business Park, Macquarie Park, Macquarie University and North Ryde will put further pressure on the M2.
  
  We need to remove congestion pinch points on the M2, plan for additional capacity for buses and vehicles and provide new access points to business and residential precincts.
  
  

M2 resurfacing project

• What is happening on the M2?
  
  The Hills M2 is resurfacing sections of the motorway where the pavement has degraded. The first stage of this work was completed in September 2009. This second stage of works will commence in April 2010. These works are not the start of the M2 Upgrade – for further information about that project click here.
  
  
• Why do you have to close the ramps for this work?
  
  The work will be undertaken in a way to ensure the safety of workers and minimal disruption to motorists. Affected areas will remain open at reduced speed or reduced capacity. However, to ensure the work can be done safely and efficiently and in the least possible time, it will be necessary to close traffic lanes. Any lane closures will be advertised ahead of time. Click here for details about ramp closures and detour maps.
  
  
• Why is the work at night?
  
  The M2 is a major commuter, bus and freight transport route with most traffic during the day. Closing the sections of motorway at night minimises disruption to commuters and ensures the safety of site workers.
  
  
• Will tolls still be charged during this period?
  
  Normal tolls will apply. Motorists who choose to use the M2 during this time will be informed about changed traffic conditions ahead of time through website updates, variable message signs, letterbox drops and other means.