Office of the Toll Payer Advocate
Toll Payer Advocacy Program
The NYS Thruway Authority Office of the Toll Payer Advocate has been established to assist customers who were unable to resolve toll issues relating to their Thruway travel using channels offered by the E-ZPass/Tolls By Mail Customer Service Center.
The Advocate will help to ensure that all toll payers receive fair and responsive treatment, identify and resolve problems and recommend improvements to customer service. The Office will also utilize information derived from customers to recommend improvements and/or potential policy changes as cashless tolling is implemented across New York State.
Toll Payer Advocate Case Details and Customer Improvements
To receive assistance you must first contact the Tolls By Mail or E-ZPass Customer Service Center to resolve your issue. You will be required to provide details relating to your attempts.
Program Requirements Include:
- Tolls/violations are for Thruway travel only
- You have been unable to resolve the issue with the Customer Service Center.
- Documentation related to the issue (license plate, account number, violation number, etc.).
If your vehicle registration has been suspended by NYS DMV for non-payment of Thruway tolls, the Toll Payer Advocate Program cannot assist you. Please contact the DMV Suspension Team for assistance in reinstating a registration that has been suspended due to the non-payment of tolls.