The Toll Roads Extend Time to Pay Tolls, Make Other Adjustments in Response to COVID-19 Pandemic
Monday, May 11, 2020
In response to the COVID-19 pandemic and resulting economic impacts, The Toll Roads have made temporary adjustments to business processes to accommodate drivers and FasTrak® accountholders.
“These are unprecedented times and The Toll Roads are adjusting and adapting daily to meet the needs of our drivers,” said Samuel Johnson, Interim CEO of the Transportation Corridor Agencies, the two joint powers authorities responsible for operations of The Toll Roads. “We’ve taken steps to help our customers through this challenging time and provide some relief. We aim to ease burdens where and when we can, while continuing to be fiscally responsible.”
The Toll Roads have temporarily implemented the following adjustments:
- A moratorium has been placed on violation escalations.
- The fee for having an account suspended ($20) is being waived.
- The timeframe to pay a toll at TheTollRoads.com, using The Toll Roads free app and via phone has been extended from five days to 10 days.
- The minimum monthly payment for violation payment plans has been lowered from $25 to $10 and tolls and penalties can be paid off over 12 months instead of six.
- The quarterly replenishment recalculation for prepaid FasTrak accounts has been restarted with the intent of lowering the replenishment amount for people who are driving less.
Following the governor’s guidance to avoid or slow the spread of COVID-19, The Toll Roads temporarily closed their Irvine Customer Service Walk-In Center on March 13. It is expected to reopen in May, but given the complexity of the situation, the date is subject to change.
“With health being a top worry for most people and economic uncertainty being a close second, as a government agency, we want to do everything within our power to ease the burden of our customers while protecting their safety,” said Trish Kelley, San Joaquin Hills Transportation Corridor Agency Chairwoman and Mission Viejo Mayor Pro Tem.
The Toll Roads are holding all public meetings virtually with adjusted protocols until it is deemed safe by the California Department of Public Health to return to larger, in-person gatherings. The public is encouraged to participate by watching the meetings online and providing comments to the Clerk of the Board via email.
“While most of our customers are staying safe at home, we want them to know that The Toll Roads are here for them now and will be here for them when it’s time to get back on the road,” said Christina Shea, Foothill/Eastern Transportation Corridor Agency Chairwoman and Irvine Mayor.
The 73, 133, 241 and 261 Toll Roads remain open to drivers. Customers can pay tolls, open a new account and manage an existing account at TheTollRoads.com or using The Toll Roads free app. Alternatively, customers can call 949-727-4800 to speak with a Customer Service Representative Monday through Friday (8 a.m. to 6 p.m.) and on Saturdays (9 a.m. to 2 p.m.). Outside of the Call Center’s regular business hours, an automated phone service provides self-help features 24/7.
Out of an obligation to bondholders, tolls cannot be lowered or lifted. A toll is a user fee and must be paid by all users of The Toll Roads.
The Transportation Corridor Agencies (TCA) are two joint powers authorities formed by the California legislature in 1986 to plan, finance, construct and operate Orange County’s public toll road system comprised of the 73, 133, 241 and 261 Toll Roads. TCA continues to meet the region’s growing need for congestion-free transportation alternatives.