Hong Kong ombudsman flags toll management flaws at Western Harbour Crossing
Complaints and resulting probe prompt the Transport Department to improve real-time toll information, customer service and staff training
Drivers have been assured they will receive clearer information on real-time tolls at Hong Kong’s Western Harbour Crossing after a watchdog’s investigation identified shortcomings in the toll management system and inadequate staff training.
In a report released on Friday, the ombudsman acknowledged that these deficiencies could cause some motorists to pay more than expected.
The investigation was prompted by three complaints from drivers who said they were charged higher-than-anticipated tolls when crossing to Hong Kong Island during morning transition time slots in February and March this year.
To ease traffic congestion during rush hours, the government introduced time-varying tolls at the three cross-harbour tunnels, including the Western Harbour Crossing, in December 2023.
Different toll rates apply at different time slots, with charges gradually increasing to peak-hour rates during the transition periods and decreasing afterwards. In general, the toll rates change every two minutes during the transition time slots.
Toll amounts are calculated based on vehicle data and passage time records detected by the HKeToll toll points installed at the tunnels.