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Lawmaker asks NLEX operator to address RFID complaints



A lawmaker on Friday called on the operator of the North Luzon Expressway (NLEX) to address complaints of overcharging, disappearing load and other technical glitches in its Easytrip radio frequency identification (RFID) system.

Anakalusugan Rep. Mike Defensor said enraged RFID users have been lodging their grievances through online platforms, including Easytrip’s Facebook page, as to reach out to NLEX’s operator.

“They ventilate their grievances [on social media] in the hope that they catch the attention of the operator and the Department of Transportation (DoTr) and Toll Regulatory Board (TRB),” he added.


Some complaints of motorists, Defensor shared, include being charged for the entire length of the toll road despite shorter trips, while others were charged twice for their trip.

There were also users claiming that their RFID card’s loads were missing, while some bewailed NLEX’s poor customer service, faulty RFID scanners and inaccessible Easytrip app.

Defensor lamented that these complaints “have so far fallen on deaf ears,” prompting the motorists to pay cash in toll plazas as RFID-related issues remained unresolved.

“They choose to pay cash even at the risk of getting coronavirus infection, which the RFID system is supposed to avoid, and though they have to queue for a few minutes, sometimes for five minutes, sometimes longer,” he said.

“The DoTr and the TRB have to compel the operator to fix these issues. Otherwise, the government’s cashless, contactless toll payment program in expressways will never be fully implemented,” Defensor added.

DoTr and TRB, he asserted, must keep cash payment lanes in toll gates unless all technical issues in its system are cleared up.