CLIENT CENTRE
800 101 101

(free of charge from landlines in Poland)

+48 22 521 10 10

(calls from mobile phones or from abroad will be charged)

Claims

    To file a complaint or ask a question, the viaTOLL system users may use one of the following forms of contact:

    • The application form “Problem notification” is available at Customer Service Panel (once you log in at www.viatoll.pl)
    • E-mail message, sent to the following address info@viatoll.pl
    • Telephone notification via a contact with Call Centre (CC provides information in Polish, English, German and Russian languages):
      • 800 101 101 (free number for landlines in Poland)
      • + 48 22 521 10 10 (for mobile calls and overseas calls operators’ rates apply)
    • Notification faxed to the following number: +48 22 521 10 11
    • Notification submitted via mail to the following address: Skrytka pocztowa 528, Poznań 9, 60-967 Poznań
    • Personal notification may be submitted at a Contact Point or at a Distribution Point.

    Claims submitted via email, mail or fax should include user identification data such as contract ID and/or customer ID.

    Financial complaints are accepted in writing only on a filled in and signed complaints application form.

    Answers to the questions of the users are provided in Polish, German, Russian and English languages. Each submitted question or complaint is assigned an individual number, which enables following the question status.

    Applies to: Required information:
    Inappropriate operation of viaBOX Please provide in your application:
    • date,
    • approximate time of journey,
    • distance,
    • number of the road, where the incident occurred
    Inappropriate operation of viaAUTO
    Lack of User account top-up Cash payment:
    • original/copy of a receipt confirming account top-up/toll for a journey,
    • date,
    • information on the location of the incident,
    • amount of the top-up/toll for a journey
    Pay card/fleet card payment:
    • 4 last digits on the card used to make the payment,
    • date,
    • information on the location of the incident,
    • amount of the top-up/toll for a journey
    Incorrect User account top-up
    Incorrectly calculated toll
    Refund of the agreement balance
    Return of viaBOX unit deposit To recover the deposit you need to return the unit to: Please provide in the application:
    • information on the date of return of the unit,
    • information on a method of payment for the unit (cash or card)
    Returned units may not bear any marks of usage.

    We kindly remind you that pursuant to GTC § 7 section 1: "All returns shall be made with the same method of payment, with which a given payment was made by the User. Should the same method not be possible in order to make a refund, the refund shall be effectuated into a bank account indicated by the User."

    If the funds refund should be made into a bank account, the required and essential information includes the name of the beneficiary, the bank name and the bank account number. If the funds refund should be made into an overseas account, IBAN and SWIFT numbers of the bank should be provided.

    Additionally, we kindly inform you that the fastest method of funds refund is by crediting the card which was used to make a given payment.