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New York to create office to handle tolling issues

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Posted at 11:51 AM, Dec 27, 2019
and last updated 2019-12-27 11:51:21-05

NEW YORK (WKBW) — The New York State Thruway Authority, Metropolitan Transportation Authority Bridges and Tunnels, and Port Authority of New York and New Jersey announced the creation of offices to handle tolling issues.

The office, which will be named "Office of the Toll Payer Advocate," will ensure toll payers receive fair and responsive treatment.

It will ensure that by assisting customers who are unable to resolve their toll problem(s) using the customer service center and will recommend administrative, system and customer service reforms as cashless tolling is put in place throughout the state by the end of 2020.

"The creation of the Office of the Toll Payer Advocate will ensure that customers have a place to turn to get the assistance they need when issues arise," said Thruway Authority Executive Director Matthew J. Driscoll. "While the vast majority of Thruway customers pay their tolls, there are some who require additional assistance to resolve outstanding violations. Our customers are our top priority and with the creation of this Office, we hope to continue to enhance the service and assistance we provide.

"This Office’s number one priority is to help those who need it and it will continuously work with our tolling partners to identify potential improvements to the customer experience.”

The NYSTA says these actions have already been taken to assist toll payers:

• Reducing call wait times through enhanced technology and increased staffing at call centers
• Improving signage at cashless tolling locations
• Educating motorists about the Tolls By Mail and E-ZPass programs
• Accelerating the first toll bill to 10 days of crossing
• Upgrading the Tolls By Mail website to allow customers to search and pay for their tolls online by license plate