The new automated payment system at the Dartford Crossing remains deeply unpopular with drivers, with up to £3m per week issued in fines.
Since the change was introduced in September 2014, drivers have had to pay the Dartford Crossing toll online, rather than having the option of paying in person at the entrance to the tunnel or bridge.
The crossing, which links Kent to the south of the river Thames and Essex to the north, is used by 130,000 vehicles a day.
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The Highways Agency says the system is designed to eliminate queues at toll booths and improve overall traffic flow around the Dartford Crossing, but some motorists say they are being left out of pocket.
To help you avoid unnecessary fines and allow you to appeal against wrongful ones, we've rounded up everything you need to know about the payment system.
How does the new Dart Charge system work?
Instead of using cash or a debit card at toll booths, drivers must now pay online, by phone or at selected retailers before or after they use the Dartford Crossing. Journeys will be logged by ANPR (automated numberplate recognition) technology, similar to that used to enforce the Congestion Charge in London and the new road tax system.
How do you pay the Dart Charge?
You can make a one-off payment online at the Dart Charge website, in any Payzone-equipped shop (you can find a list of them on the Payzone website) or by calling 0300 300 0120. However, one-off payments are not the cheapest way to use the Dartford Crossing.
To get a discount of a third, you will need to set up an account on the Dart Charge website, with a minimum initial payment of £10. Toll fees will then automatically be deducted each time you use the tunnel or bridge. Any unused money can be refunded if you close your account, and you can add more than one car to your account.
It is also possible to pay in advance by post, although you will have to phone the number above first to request a payment form.
How much does it cost to use the Dartford Crossing?
The toll depends on the vehicle type, and a full list of charges can be found on the Dartford Crossing website. For cars and "passenger vans", the single journey charge is £2.50, which is reduced to £1.67 if you have a prepaid account.
What happens if you don't pay?
If you have not paid by midnight on the day after you use the crossing you will be issued with a penalty charge of £70, on top of the original crossing charge. The fine is reduced to £35 if you pay it within 14 days, but increased to £105 if you don't pay within 28 days. First-time offenders will be sent a warning letter, giving them an extra 14 days in which to pay their original crossing charge without a penalty.
Is everyone happy with the new tolls?
No. The AA says that many drivers using the Dartford Crossing may be caught out by the Dart Charge system. "The M25 at Dartford is a strategic national road serving all parts of the UK and is also part of the trans-European road network," it says. "As such it has to be expected that many drivers will be unaware of the arrangements, penalties for non-payment, operational hours or have the luxury of timing their journeys to coincide with the non-charging hours."
Have any problems been reported?
Yes. According to reports, the new toll has drawn numerous complaints from motorists who have been falsely charged due to problems with the crossing's "state-of-the-art" number plate recognition system.
"The automatic number plate recognition software is responsible for causing much of the confusion by misreading similar letters, such as 'C' and 'G'", Autocar reports.
Some drivers have also reported being charged on days when they have not used the crossing and others say they have been charged even though they have never used the crossing at all. One woman from Co Durham, who received six penalty notices, told the Sunday Times that she had been sent a photograph of the vehicle in which she had supposedly committed the offences – and it was a lorry that was not hers. Gareth Johnson, the Tory MP for Dartford, says he has been contacted by hundreds of constituents claiming they have been wrongly pursued. Meanwhile, more than 150,000 penalties were incurred by foreign-registered cars, with the cost of pursuing them "likely to outstrip any revenue retrieved", says the newspaper.
There are also reports that a new safety system that has been installed at the crossing is causing delays. Dartford Crossing identifies vehicles that could pose a safety risk, triggering a series of barriers and traffic signals to intercept them. Over-sized lorries and trucks carrying hazardous loads are directed to a special lane to be escorted by a safety vehicle. But the system caused "significant delays" earlier this summer, local news website Your Thurrock reports, with traffic building up in both directions.
How do you appeal against a Dartford Crossing fine?
The ANPR system has been criticised for sending out incorrect fines to drivers – but on the plus side This is Money says that more than eight out of ten drivers who appealed in the first six months had their fines ripped up. "Yet only one in 25 of those who get a ticket bother to appeal."
To challenge the penalty charge, you will need to contact the charging authority within 28 days of the notice being served, quoting your penalty charge notice (PCN) number, and explain why you believe you should not pay. If your appeal is rejected, you can go to an independent adjudicator. Further details on how to dispute a fine should be included on the penalty charge notice.
What do local residents pay?
If you live in Dartford or Thurrock you may qualify for a resident's discount. Drivers can register online by post and then choose from two payment options; either a £10 annual payment which entitles you to 50 crossings with 20p for each additional journey, or £20 a year for unlimited crossings. Two proofs of address will be required and the discount will only apply to one vehicle.
Can you cross without paying?
Yes, if your journey isn't time-sensitive: there is no toll for using the Dartford Bridge or Tunnel between 10pm and 6am. If you are disabled and exempt from road tax you may also qualify for an exemption from the Dart Charge.
How else has the Dartford Crossing changed?
The old payment booths and plaza have been removed, and the new traffic safety system is in operation. This is aimed at identifying vehicles that might pose a safety risk, stop cars entering the tunnel in the event of an incident and safely escort vehicles through the tunnel if necessary. Some lanes have also been widened to accommodate over-sized vehicles.
What will happen to the toll booths?
Kent Online says they may be destined for a museum as a "slice of classic motoring history" albeit a very thin one.
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