e-Pass problem due to system upgrade

We write in connection with the letter titled “e-Pass system faltering in SLEx tollgates.” (Inquirer, 10/22/11)

Many weeks prior to the publication of the letter, both Citra Metro Manila Tollways Corp. (the Skyway project developer) and Skyway O&M Corp. (the Skyway operator) had already begun distributing leaflets to e-Pass users as they passed the toll plazas on the Skyway and SLEx. (Note: The SLEx from Alabang viaduct to Calamba/Santo Tomas is a project undertaken by another company, South Luzon Tollways Corp.)

The leaflet, addressed to our e-Pass users, reads as follows:

“In the course of the on-going installation and testing of a new upgraded Toll Collection System on both the Skyway (Buendia to Alabang) and SLEx (Alabang to Calamba) by a Malaysian-based third party contractor, there are instances when e-Pass tags are not read properly. If this happens to your tag, your e-Pass account gets inadvertently overcharged.

“To correct any unintended overcharging while the third party contractor is still debugging and perfecting the new system, we are utilizing two task forces to do the following:

“1. To review your e-Pass account, detect any overcharges prior to Oct. 1, 2011 and correct your account balance accordingly. We will communicate the results of the review to you as soon as possible, regardless (of) whether you were overcharged or not.

“2. To identify and correct within two days’ time any overcharges from Oct. 1, 2011 onwards, we are using an audit software program developed by us specifically for this purpose.

“To enable us to effectively communicate our findings to you, we request that you kindly accomplish in full and submit to us the e-Pass Account Update Form below.

“We sincerely apologize for this situation and the inconvenience. Please be assured that we are doing our very best to resolve this at the soonest time possible.”

As to the particular concerns raised by the letter writer, Olivia Maliksi, her e-Pass tag had already been attended to by our Customer Service Center prior to the publication of her letter.

—RAMON M. BORROMEO,

officer in charge, Skyway O&M Corp.