Drivers complain of Dartford Crossing payment glitches

21/05/2015
Highways Reporters

The AA has called for improvements to be made to the Dart Charge system after some drivers using the Dartford Crossing were charged twice due to glitches with the payment system.

New payment arrangements went live at the Dartford Crossing in November. Instead of stopping at a barrier to pay the Dartford Crossing Charge, drivers can use Dart Charge to pay online, by phone or post or at one of thousands of retail outlets nationwide. Payment can be made in advance or up to midnight the day after using the crossing.

Six months on drivers are continuing to experience teething problems with the system, with one telling Highways Magazine: “Have received a penalty charge notice (PCN) for a crossing I did not make. Have disputed it, but not heard anything back in six weeks. Rang Dart Charge, PCN still outstanding, causing me distress. No way to contact the people dealing with disputes, no email or telephone number. No details about complaints procedure. Not good enough.”

Another complained that they had received a penalty charge notice for a car that wasn’t theirs. They said: “The machine read the licence plate wrong by one digit. We were told the only way to deal with it was in writing therefore costing us time and money for something we had no control over. We received a letter back saying we were right and no charges were made but when we thought it was all done and dusted we’ve since received two more PCN’s for that same car!? The system simply does not work!”

The above provides a snapshot of some of the comments received by Highways in response to our story entitled ‘Thousands being chased after failing to pay Dart Charge’.

The AA has also received complaints with Clive Turrell tweeting: "Twice I've credited my account online without it appearing on my account. When you call, staff haven't a clue."

Another customer emailed the AA to say they had two payments taken for the same crossing in February.

AA president Edmund Kind said: “The new scheme has undoubtedly eased the congestion at busy times but, for some, there is a new concern regarding the behind-the-scenes bureaucracy that accompanies this supposedly high-tech, non-stop tolling. We expect appeals to ramp up in the coming months and if the authority does not act quickly to reduce errors it could be embarrassing.

“With the scheme now into its sixth month, the AA calls for a transparent review of customer service standards and the performance of the electronic processes so any needed improvements can be made. The AA also believes a complaints system and 'users group' should be established to ensure users have a voice.”

A Highways England spokesperson said: “The vast majority of the 100,000 chargeable crossings at Dartford made each day are processed accurately and smoothly. Given the scale of transactions from time to time errors will be made for which we apologise unreservedly. When we are made aware of issues we work with customers to resolve them as quickly as possible. We continue to work hard to ensure that errors are kept to an absolute minimum.”
Highways jobs

Air Quality Monitoring Project Manager

Birmingham City Council
£34,788 - £42,683
Seeking a skilled and dedicated individual with a background in environmental protection and air quality to... Birmingham, West Midlands
Recruiter: Birmingham City Council

Environmental Health Officer

Camden London Borough Council
Competitive Salary
The ideal candidate will have a detailed knowledge /understanding of the Housing Act 2004, and other legislation that... Camden, London (Greater)
Recruiter: Camden London Borough Council

Assistant Engineer or Engineer

London Borough of Richmond upon Thames and London Borough of Wandsworth
£25,327 - £36,036 depending on skills
We have an exciting opportunity for a permanent Assistant Engineer/Engineer within the traffic and engineering division to... London (Greater)
Recruiter: London Borough of Richmond upon Thames and London Borough of Wandsworth

Head of Infrastructure, Sustainability & Transport

The Royal Borough of Windsor & Maidenhead
Up to £93k
This is a new role that will focus on the development of a cohesive transport and infrastructure strategy for the borough... Windsor, Berkshire
Recruiter: The Royal Borough of Windsor & Maidenhead

Senior Engineer

London Borough of Richmond upon Thames and London Borough of Wandsworth
£35,246 - £45,704 depending on skills
Are you an experienced traffic or highway engineer with a good track record in the delivery of traffic, public realm and/or parking schemes? London (Greater)
Recruiter: London Borough of Richmond upon Thames and London Borough of Wandsworth

Senior Traffic Orders Officer

London Borough of Richmond upon Thames and London Borough of Wandsworth
£35,246 - £42,710 depending on skills
Do you have experience of working for a local authority processing and delivering traffic management orders? London (Greater)
Recruiter: London Borough of Richmond upon Thames and London Borough of Wandsworth

Roadworks Inspector

Transport for London
£32,500 plus substantial benefits
You’ll review thousands of roadworks reports sent by other operational TfL staff and the Met Police andñ... Southwark, London (Greater)
Recruiter: Transport for London

Head of Planning Policy, Transport & Infrastructure Planning

Berwick Partners
Competitive Salary
This is a senior position within Be First’s Planning & Building Control Team, and you will... London (Greater)
Recruiter: Berwick Partners

Transportation Engineer

Sandwell Metropolitan Borough Council
£29,636 - £33,799 per annum
Applicants should hold an appropriate qualification, preferably to degree level, and have knowledge of transportation issues. Sandwell, West Midlands
Recruiter: Sandwell Metropolitan Borough Council

Trading Standards Officer

Camden London Borough Council
£36,630 - £42,490 per annum
Seeking to recruit highly motivated and experienced Trading Standards Officer’s to join our busy Business and Consumer Services team. Camden, London (Greater)
Recruiter: Camden London Borough Council

Nature Conservation Officer

Camden London Borough Council
£36,630 - £42,490
Exciting opportunity now exists for a dynamic nature conservation professional, to be the lead officer for the Council in all matters relating to Camden, London (Greater)
Recruiter: Camden London Borough Council

Environmental Health Officer/Enforcement

Brent Council
£35,724 - £41,706 p.a. inc.
Looking to recruit an Environmental Health Officer / Enforcement Officer preferably with experience of... Wembley, London (Greater)
Recruiter: Brent Council

Surface Water Engineer (Maternity Cover)

Essex County Council
£30000 - £35000 per annum + Excellent Benefits Package
The Surface Water Engineer contributes to the development and implementation of strategic plans, policy and best practice to improve the Council's knowledge and understanding of surface water flood risk and methods of management. England, Essex, Chelmsford
Recruiter: Essex County Council

Highways Project Engineer

Telford & Wrekin Council
£32,878 - 35,934 per annum
Exciting opportunity to provide technical highway input into all stages of development, within the... Telford, Shropshire
Recruiter: Telford & Wrekin Council

Highway Maintenance Senior Professional and Technical Officer - Level 1

Bristol City Council
£27,905 - £31,371
The job involves project managing and assisting senior colleagues with coordinating tasks and projects, using appropriate techniques to ensure.... City of Bristol
Recruiter: Bristol City Council

Highways Inspector

Hackney London Borough Council
£28,752 - £32,577
Seeking an experienced Highways Inspector to join the Highways Team. London (Greater)
Recruiter: Hackney London Borough Council

Street Lighting Technical Administrator

London Borough of Richmond upon Thames and London Borough of Wandsworth
£25,327 - £33,554 depending on skills
Are you looking for working arrangements that enhance your work-life balance? London (Greater)
Recruiter: London Borough of Richmond upon Thames and London Borough of Wandsworth

Environmental Protection Officer

Sandwell Metropolitan Borough Council
£24,313 - £28,785 per annum
Looking to recruit officers to further strengthen our pool of Environmental Protection Officers who are responsible for... Sandwell, West Midlands
Recruiter: Sandwell Metropolitan Borough Council

Citizen & Consumer Protection Officer – Environmental Health x2

Sandwell Metropolitan Borough Council
£29,636 - £33,799 per annum
Looking for a suitably qualified and competent Environmental Health Officer or Food Safety / Health and Safety Officer registered with the... Sandwell, West Midlands
Recruiter: Sandwell Metropolitan Borough Council

Senior Pest Control Officer (Commercial)

Brent Council
£33,291 - £35,724 p.a. inc.
Looking for a pest control officer that bring additional expertise to the team and support the manager in developing and supporting our clients. Wembley, London (Greater)
Recruiter: Brent Council

Highways on Fridays

Latest Issue

latest magazine issue

 

  • New guidance for inspectors
  • Filling the funding hole
  • Traffex Scotland and Bridges Scotland preview
View the latest issue

Latest Video