Toll collection system can be organized as closed or open system.
Method of toll payment on the motorways is defined by ARZ Conditions of toll payment which the user accepts fully in the moment he starts using any of the sections operated by ARZ.
Toll is collected on tolled motorways and structures operated by Autocesta Rijeka - Zagreb d.d. in proportion with the length of the section travelled and according to the corresponding vehicle category.
Toll can be paid on ARZ toll plazas by cash, bank cards, whose symbol is visibly displayed as acceptable means of payment, by cheques and subscription means. Toll can also be paid in foreign currency, according to the valid exchange rate on the day toll is paid according to Croatian National Bank’s Decision.
Two systems of toll collection are applied on the motorways under the authority of Autocesta Rijeka – Zagreb d.d.: open and closed toll collection system. Open system of toll collection is applied on road structures (bridges) and shorter motorway sections. In this system the toll plaza is both exit and entry, therefore toll collection takes place immediately, according to the corresponding vehicle category. Closed toll collection system is applied on the motorways with a number of entries and exists.
In closed toll system, the user takes his magnetic ticket on the point of entering the motorway, handing it back to the cashier when exiting the motorway. Based on the ticket, toll is charged according to the length of the section travelled and vehicle category.
Electronic toll collection (ETC) users use specially marked entry and exit lanes envisaged for this particular method of toll collection payment, and they do not take magnetic tickets.
Smart Card user swipes the card across the external Smart Card reader upon motorway entry and exit, providing that the Smart Card is used in “touch and go” mode.
With non-cash payment methods at toll plazas equipped with automatic exit lanes, electronic toll collection system identifies the vehicle upon its arrival to the entry lane, then the user inserts the magnetic ticket into a magnetic ticket reader, the system specifies the price according to the vehicle category and the section travelled, and the user makes a payment with the bank card by inserting it into a bank card reader. If the users are paying by Smart cards, they should swipe it across the Smart Card reader. If the users would like to have a receipt (receipt on toll paid), it is provided by the system on request, when the user presses the button for invoicing. All details and the transaction process on making payments at automatic toll lanes, vehicle category, entry and exit point and the price can be seen on the user interface and the digital display for the users in particular lanes.
Vehicles owned by a person with disability use manually operated exit lanes on toll plazas, meaning that disability Smart Card users cannot carry out a transaction on the exit lane without the presence of operative staff from toll collection.
Operative staff on the toll plaza is obliged to control the validity of Smart Cards for the disabled: appearance, number of the vehicle’s registration number on the Smart Card and the vehicle together with the user’s picture, (check whether the disabled person is in the vehicle).
The cashier should take the invalid and misused Smart Cards from the users and hand them over to the Shift Manager who then passes them on to his superior, who writes a report and passes it on to the competent ministry according to the Public Roads Act.
Should the user decline to hand over the invalid Smart Card, Shift Manager immediately informs the police.
Contractual penalty is charged in case of noncompliance with the payment conditions specified.
The user is charged a contractual penalty double the amount of toll of the longest distance from the exit point for motorway direction used in case the user:
- arrives to the exit toll gate without an entry magnetic ticket
- damages a ticket in a way that it cannot be used for toll payment
- swaps the magnetic ticket, meaning that the user does not hand in, at the exit toll gate, the same ticket issued at the motorway entry
- hands in the magnetic ticket, which has already been processed by the toll collection system, at the exit toll gate
- hands in the magnetic ticket at the motorway exit gate, or uses the ETC device or Smart card with expired maximum travel time (36 hours and more)
- passes through the toll gate without stopping, without paying toll (violent passage)
If the users exit the motorway at the same toll plaza they had entered, they pay the longest distance from the exit point for the motorway direction used.
If the user exits at the point of entry within 15 minutes, the user is not obliged to pay toll (turn).
If the vehicle which entered at the Zagreb Toll Plaza exits at the Demerje Toll Plaza, regardless of the time spent on the motorway, the user is charged with the longest distance of the A1 motorway for the corresponding category of vehicles.
Should a problem occur with the user upon charging the contractual penalty the Shift Manager is obliged to call the police.
List of prices with specified toll amounts for all categories of vehicles should be visibly placed at all toll plazas in the driver's vision field, together with a notification on the obligatory receipt issuance and collection, and the user display which shows the vehicle category, toll amount and a return in case the amount was paid in foreign currency (if the vehicle was exempt from toll payment this should be shown on display).
Complaint book, verified by the person responsible in ARZ, should be clearly visible and accessible to users at the toll plaza.