Q: Where can I buy an ETC device/ Smart Card?
A: ETC devices and Smart Cards can be bought at Autocesta Rijeka - Zagreb d.d. ("ARZ") points of sale. ETC packages can also be bought at every Toll Plaza of Autocesta Rijeka-Zagreb 24/7, and at Tifon and Petrol gas stations, as well as FINA Financial Agency branches.
Q: On which motorways can ARZ ETC devices/ Smart Cards be used?
A: ARZ ETC devices and Smart Cards can be used on motorways operated by Autocesta Rijeka - Zagreb d.d. and the motorways operated by Hrvatske autoceste d.o.o. (A1: Zagreb - Split; A3: Bregana - Zagreb - Lipovac; A4: Zagreb - Goričan; A5: Beli Manastir - Osijek - Đakovo; A6: Bosiljevo - Rijeka; A7: Rupa - Rijeka; Most Krk).
Q: Where are the points of sale located, and what are their opening hours?
: Points of sale:
|- office at Toll Plaza Lučko/Zagreb || - weekdays from 7 a.m. to 8 p.m., Saturdays from 7 a.m. to noon|
|- office at Toll Plaza Krk || - weekdays from 7 a.m. to 7 p.m., Saturdays 7 a.m. to noon|
|- office at Toll Plaza Grobnik || - weekdays from 7 a.m. to 8 p.m., Saturdays from 7 a.m. to noon|
|- office at Toll Plaza Rupa || - weekdays from 7 a.m. to 3. p.m., closed Saturdays|
Q: How can I top up my ETC account/ Smart Card?
Q: Is the ETC device limited solely to one vehicle category?
A: ETC device can be used for all vehicle categories, but when purchasing a device the user has to choose the category of vehicle (I, II, III or IV) for the ETC device. There is no ETC device for IA category of vehicles, but there is a SMART Card for this category.
Q: How can the users pay toll for motorcycles, motor tricycles and quadricycles?
A: Motorcycles, motor tricycles and quadricycles belong to the IA category of vehicles (motor vehicles with the characteristic of motorcycle, motor tricycle and quadricycle). There is an ARZ MOTO SMART Card for this vehicle category. Each legal or natural person who signs the application form can become a user, asks to be issued an ARZ MOTO SMART Card, and supplies all the documents specified in the application form. ARZ MOTO SMART Card can be used for paying toll on the motorways operated by ARZ immediately after the subscription account has been topped up. ARZ MOTO SMART Card can be used 1 hour after purchase on the sections operated by ARZ, and in 24 hours after purchase on the sections operated by Hrvatske autoceste d.o.o. ("HAC", Croatian Motorways Ltd.).
Q: Can an ETC device be used immediately upon payment?
A: Should you make a payment at one of our four points of sale, you can use this service within one or two hours on the ARZ motorway sections, and on HAC motorway sections after data exchange. If you use other methods of payment your ETC device can be used the following day, or after two days in case of weekends and holidays.
Explanation: Bank statements are entered into books every morning (except Sunday and holidays) for payments from the previous day.
If the payment was made at any time through Privredna banka Zagreb, it will be visible the next day. If the payment was made until noon in another bank, it will be entered into books the following morning, and in case the payment was made in the afternoon, it will be visible a day later.
Q: How can I check my ETC/ Smart Card account balance?
A: You can check your ETC/ Smart Card account balance on ARZ web page (Users Corner/Account Balance), if you call us free at 0800–0111, or at Autocesta Rijeka-Zagreb d.d. points of sale. ETC account balance can also be checked by sending an SMS containing "E broj-enc-uređaja" at the following number +385 99 2180-791.
Q: Are there any discounts for using ETC/Smart Card?
A: For using ETC device or Smart Card as the prepaid means of toll payment there is a 21.74% discount, calculated at each payment. Seasonal 23.5% discount applies if you are using seasonal ETC device in the period from 1st November of the current year until 31st March of the following year. During the rest of the year, ETC device can be used as a regular device, 21.74% discount to toll amounts. This change is done automatically, not on your request, except for the first time (commercial ETC is recoded into seasonal at any point of sale). It is valid for all categories of vehicles and all sections. Purchase of the seasonal subscription model depends on the amount according to the vehicle category, both for legal and natural persons.
Q: Is there a special discount for trucks?
A: There is a year-around 20% discount for the III and IV vehicle categories in case of post paid ETC. Additionally, EURO 4 vehicles get a year-around discount of 3% (23% total discount), and EURO 5 vehicles a discount of additional 5% (25% total discount). The discounts are applied if tolls are paid by a credit card standing order.
ETC devices for vehicle categories III and IV have to be addressed to the vehicle licence plate. There can only be one ETC device per user account, and a separate standing order is opened for each. Standing orders are opened through Diners credit cards issued in Croatia (sign UZ), and once a month an account of passages is made. Standing order contracts are not time limited, i.e. they are valid until the party asks for contract termination in written form. A standing order is opened to a person the Diners card is addressed to, i.e. to a natural person or a legal entity.
The price of the device is 122.00 HRK, and it can be paid by cash or cards. The device is active immediately.
OLD USERS WHO WISH TO SWITCH TO ETC standing order: The remaining subscription amount on ETC needs to be transferred to a different user account, or used up. Only then it is possible to start using an ETC standing order.
Q: How can I sign up at the web portal?
A: At the web page http://www.arz.hr in the section USERS CORNER, the users choose the option ACCOUNT BALANCE or PASSAGE OVERVIEW, a window opens providing an address http://info.arz.hr. Clicking at this address, a new window is opened for the users where they enter the data under the heading Registracija (Sign up). It is necessary to enter your ETC device number (last seven digits of the number written on the device) or Smart Card number (all ten digits of the number written on the smart cart), or user account number and a correct e-mail address of the user, followed by four clearly visible anti-spam digits. Confirm by clicking Registriraj me (Sign up). A notice saying that a sign up notification will be sent to the user's e-mail is opened. Click OK. Within shortly the user receives an e-mail message on filing a request for assigning a user name and password. There is also a link to confirm the registration. Just open this link (if there is some protection on your side, it might be necessary to first enable the usage of the link). After receiving an e-mail with the user name and password, you return to http://info.arz.hr and access your data through Ulaz za registrirane korisnike (sign in for registered users), after entering the user name and the password you have received.
If a user has more user accounts, it is necessary to make a separate registration for each account. NOTE: It is recommended to use the same e-mail address for each individual registration and to later use this address as your username, because in the case of signing in by using the e-mail address as your username, you can see all your user accounts (for which you signed in separately) at once.
Q: Who is exempt from paying toll?
Q: What is the procedure for issuing R-1 invoice for the companies?
A: R-1 invoices for the companies for paying in cash are issued only at toll booths. Since the R-1 invoice for cash payments cannot be issued afterwards, please ask the cashier to provide an R-1 invoice for the companies when paying. In order to speed up the procedure of issuing R-1 invoice for the companies for payments in cash at cash registers, the users can ask for magnetic strip tickets with the data for R-1 invoice for the companies.
The regulation does not apply to Toll Plaza Rupa, Toll Plaza Krk Bridge and Toll Plaza Demerje, where no R-1 invoices are issued at toll booths and for which it is necessary to send original cash register receipts subsequently.
This request can be mailed at the following address: Autocesta Rijeka-Zagreb d.d., Podružnica za naplatu cestarine, Jadranska av. 6, 10250 Zagreb-Lučko, Croatia, or e-mail address: email@example.com, or at the following fax: +385 1 6515-494.
If toll is paid by credit card, R-1 invoice for the companies is issued once a month for the previous month. In order to do this it is necessary to file a written request with all company data, correct company name, address, OIB number (personal identification number) and correct number of the card.
The request can be sent by mail to our address: Autocesta Rijeka-Zagreb d.d., Jadranska av. 6, 10250 Zagreb-Lučko, Croatia, by e-mail: firstname.lastname@example.org, or at the following fax: +385 1 6515-494.
We point out that once the request is sent - it is archived, therefore it is not necessary to send it every month, just as it is not necessary to send original cash register receipts.
Considering that it is not technically possible to issue an R1 invoice for companies upon purchasing ETC package at toll plazas, R-1 invoice for the companies is sent to the user subsequently. In case the users ask for an R-1 invoice for the companies, they have to fill in the application form provided in the package upon the purchase of the ETC device. Based on this form, R-1 invoice for the companies is sent to the user's address by mail. A user can send a request for R-1 invoice for the companies (along with the application form with the correct data) 10 days from the date of purchase at the latest.
INA Card users are automatically sent R-1 invoice for the companies for executed transactions in the previous month, until 15th of the current month at the latest.
Subscription (prepaid) system users, who are value added tax payers, are given an R-1 invoice for the companies based on which they exercise their right to tax prepayment deduction, to expense as outlay, regardless of when they use the motorway.
Q: What is a contractual penalty and when is it charged?
The users are obliged to use the motorway in accordance with the regulations and handle entry magnetic tickets with care.
The user is charged a contractual penalty double the amount of toll for the longest distance, and the corresponding category of vehicles, from the exit point for the 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.
Q: Who is in charge of traffic signs on the motorway?
A: Traffic signs, signalisation and road equipment are placed on the basis of traffic design, and the regulations made by the minister of the sea, transport and infrastructure in agreement with the minister of interior. (Regulation of Traffic Signs, Equipment and Signals on Roads, Official Gazette no. 33, 64 and 155/05, year 2005)
Q: Who should I contact for issuing approval for transport of special (oversized) cargo on ARZ motorway sections?
A: For all approvals prescribed by law for transport of special and oversized cargo, users have to obtain approval from the authorized department within ARZ - Traffic Control Department, Maintenance Subsidiary; telephone numbers +385 1 6515-410, +385 1 6515–412, +385 1 6515–411 and +385 1 6515–413.
Q: How do ARZ ETC devices operate on Bina - Istra d.d. sections?
Each user who owns an ETC device, purchased at Autocesta Rijeka - Zagreb d.d. points of sale, and would like to use it to pay toll on Bina - Istra d.d. sections, should ask that his user account be opened, at Bina - Istre d.d. points of sale, and make a payment to the ETC device. For additional information please visit www.bina-istra.hr
or call the free phone info number 0800 600 601.
Should the users purchase the device at Bina - Istra d.d. points of sale, and would like to use them to pay toll on Autocesta Rijeka - Zagreb d.d. sections, they should ask that their user accounts be opened, at ARZ points of sale (Lučko, Grobnik, Rupa, Krk,) and make payments to their ETC devices.