Robert Dowds (Dublin Mid West, Labour) | Oireachtas source

I have received a number of complaints from constituents regarding difficulties they have had in dealing with eFlow customer services. Given that the Minister for Transport, Tourism and Sport represents the neighbouring constituency on the north side of the Liffey, he may have received complaints as well. I would be interested in hearing his response. From the answer I received from eFlow arising from a parliamentary question, I understand there is quite a comprehensive customer service mechanism in place but at the same time, problems arise from time to time. In a particularly extreme case, a constituent of mine whose licence plate had been cloned by individuals engaged in criminal activity was charged for journeys the constituent definitely did not make. It was extremely difficult to get eFlow to deal with this issue. Eventually, it did deal with it but we had to involve the gardaí who had to prove that this was correct. Even when it was proved, eFlow was still very reluctant to resolve the issue, although it was resolved in the end.

It was incredibly difficult but I appreciate that is a rare occurrence.

However, the system is too inflexible with automated responses being generated without any reviews by staff who could exercise their common sense. That causes difficulties for motorists. What is the relationship between the NRA and eFlow in the context of oversight? I understand the implementation of individual national roads schemes, which provides for tolling, is a matter for the authority under the Roads Acts 1993 to 2007. Is a service level agreement in place that contractually requires eFlow to deal with customer queries in a timely and efficient manner? Has the NRA power to require the company to do so? What is the position regarding informing customers that they have failed to pay a charge? It is my understanding that within two months, a person may face a fine of more than €150 and a court appearance without realising it. One of the key issues I would like to address is the need for eFlow to remind somebody who may have forgotten to pay a charge to do so.

For a road that is travelled by so many people on an infrequent basis, more could be done to make the public aware of the importance of paying tolls and customers who fail to do so more quickly should be contacted in order that they do not face excessive charges. Could a warning system be provided for those who forget to pay the toll? The penalties mount up quickly. If one crosses the toll in a car and does not pay the €3 charge by 8 p.m. the following day, the charge is immediately doubled and it increases by €41 if it is not paid within 14 days after that. Ideally, no one should end up in a court case like a constituent of mine recently and a warning system would ensure the deadlines are met.

What are the procedures regarding foreign-registered vehicles? I understand special numbers are in use to receive calls in this regard. What powers has eFlow to track down the owners of vehicles registered abroad?

Where do eFlow's profits go? Will charges be reduced in the future?

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