Claims

To file a complaint, as an e-TOLL (including e-ticket) user, you can choose any of the following contact options:

Online 

Call Center

  • Issue notification by phone, using the Call Center (TCOK, where you can obtain information in Polish, English, German, and Russian):
    • +48 22 24 337 77 (number dedicated to users from Poland and abroad; costs as per the telecommunication operator’s rate)

By post

  • Issue notification sent to the address: Ministerstwo Finansów ul. Świętokrzyska 12, 00-916 Warszawa. Add a note on the envelope: “System e-TOLL” if you want to streamline the delivery of your issue to the competent unit of organization.

Customer Service Facilities

  • Reporting an issue in person at one of our e-TOLL Customer Service Facilities

e-TOLL user notifications sent via e-mail or post should include the user’s identification details, i.e. User ID and/or billing account no.

User notifications regarding toll payments on sections A2 Konin-Stryków and A4 Wrocław-Sośnica submitted by mail and by post should include the user identification data, i.e. the vehicle registration number and the e-ticket identification number.

Financial claims

 Financial claims, particularly concerning issues such as refunds from billing accounts, movements of cash between billing accounts etc., will be accepted:

  • In electronic format, upon sign-up to e-TOLL Online Customer Account (only users registered in e-TOLL), or
  • In a complaint form, duly filled in and signed, e-mailed to kontakt@etoll.gov.pl, or
  • At any of the e-TOLL Customer Service Points - in writing.

Please be reminded that, as stated in the e-TOLL Terms & Conditions: “All refunds will be done wth the same payment method as the original payment by the user. If a refund cannot be processed with the same payment method, it will be transferred to the bank account specified by the user.”

Details required for examination of an issue

To have their issue examined and handled as soon as reasonably possible, you should provide the following details with any inquiry, complaint, request or claim you file:

Subject:

Required information:

Device/application malfunction

Provide the following information in your notification:

  • date;
  • road section;
  • road no. for the incident;
  • place and time of entry;
  • place and time of exit.

Billing account not topped up

Cash payment:

  • original/copy of the receipt as account top-up/toll payment confirmation;
  • date;
  • place of incident;
  • amount of account refill/toll.

Bank card/fleet card payment:

  • 4 final digits of the number of the card used for payment;
  • transaction ref.;
  • date;
  • place of incident;
  • amount of account refill/toll.

Billing account top-up error

Toll charged incorrectly
Cash refund from a billing account

 

  • customer no.;
  • billing account no.;
  • bank account no.;
  • bank account holder;
  • IBAN and SWIFT (for users located abroad);
  • bank account holder’s address (for users located abroad).

 General information

We will reply to user inquiries in Polish and in English. A unique reference number is assigned to every inquiry or issue for status tracking purposes.