We've updated our Privacy Policy
TCA is committed to protecting your privacy and keeping you informed. Click here to read our Privacy Policy (PDF) and learn how your information is collected, used, stored, shared and protected.
More Choices Ahead! The San Bernardino County Transportation Authority’s SB Express Lanes on I-10 are now open!
Spend less time in traffic with the new SB Express Lanes on I-10. If you already have a FasTrak® account, then you’re set to drive.
The Toll Roads is the account and payment processing partner for SB Express Lanes. Because of this, both The Toll Roads and SB Express Lanes drivers can get assistance at our new San Bernardino County Customer Service Walk-In Center. To learn more about the partnership, please click here. To learn more about the SB Express Lanes, please visit their website at SBExpressLanes.com.
Important Customer Advisory Regarding Nationwide Text Phishing Scam
The Toll Roads is advising drivers to disregard phishing texts being sent to their phones that detail a specific outstanding toll amount. If you receive a text and are unsure, The Toll Roads customers can verify valid text notifications by logging into their account. On the dashboard, scroll down to account security and click “Notification Verification” or use the direct link at https://secure.thetollroads.com/accounts/notification-verification.
If you receive a phishing text, please file a complaint at www.ic3.gov. This is a site dedicated to sharing information on Internet crimes across law enforcement agencies.
Customer Service Snapshot
TCA produces quarterly and annual infographics highlighting customer interaction feedback collected via phone surveys offered at the end of every call with a Customer Service Representative.
This infographic is the most recent and is for Fiscal Year 2023. Following is the content conveyed:
Customer Interaction Feedback – Overall customer satisfaction was rated at a 4.5 out of 5, reflecting customers’ positive experience and achieving staff’s goal of attaining at least 4.5 out of 5.
Response Rate – More than 90,000 surveys were completed in FY23.
Net Promoter Score (NPS) – The NPS for FY23 was calculated at 68. According to global NPS standards, an NPS score of 50 or greater is “Excellent.” This NPS score continues to demonstrate the high level of customer loyalty that exists among users of The Toll Roads.
Cash Payment Network – Launched in the second quarter of FY19, PayNearMe is TCA’s cash payment network provider that allows customers to pay their toll as a first-time violator, or to pay a violation without a waiver. To see participating locations, click here. In the fourth quarter of FY20, the program was expanded enabling customers to use it to pay tolls online and replenish their accounts using the cash payment network. Use of the PayNearMe payment option continues to increase with 263,565 payments totaling $8,695,413 made in FY23.
Account Management – Website usage decreased slightly (-1%), while the percentage of customers choosing to speak to a CSR remained the same for account management functions. Use of the app increased (+2%).
Performance Objectives – In FY23, TCA’s Call Center received over two million incoming calls. About half requested to speak with a customer service representative and about half used the automated phone service. The average hold time was thirty four seconds.