It's a big victory for Good To Go users: WSDOT is offering to forgive any outstanding fees and civil penalties associated with unpaid tolls.
Starting Monday July 20, Washington State Department of Transportation will waive fees and penalties for customers who agree to pay all outstanding tolls.
"First-time toll violators can call Good To Go to review their civil penalty prior to a hearing," WSDOT Toll Operations Director Patty Rubstello. "Customer service will work with them to pay their toll, waive the penalties and fees, and resolve the issue that caused them to get behind on their bill."
WSDOT said that toll violators will have 20 days to pay the tolls before a hold is placed on their vehicle registration. Customers who have an unpaid civil penalty should contact Good To Go! to request a waiver.
WSDOT estimates the new forgiveness program will benefit about 300,000 vehicles and result in roughly $78.7 million in forgiven late fees and civil penalties.
The program will also continue to offer the same concession for people caught with unexpected civil penalties in the future.
"I think it's about showing we care about these customers," said Rubstello. "We want to help them out and especially going forward make sure that they know how the program works."
The change comes after months of reporting by KING 5 about confusing toll bills.
Users have complained about mischarged bills, confusing bills and bills that just never arrived.
Rubstello said a big problem has been customers not keeping up to date information with the Department of Licensing, which maintains the information WSDOT uses to send out bills.
"We think a lot of the issues will get resolved because it's about education, understanding how the system works," Rubstello said.
Under a new forgiveness program, Good To Go customers essentially get three chances.
The first time, WSDOT will forgive any outstanding civil penalties and late fees and provide education materials.
Customers are still responsible for the tolls.
The second time, WSDOT will ask customers to open a Good To Go Account and forgive any civil penalties, but the customer will be responsible for tolls and late fees.
The third time, the case will be referred to a judge.
"This is a way for them to clean up and move forward in a more positive way," Rubstello said.
Tom Waterer was one of the first to benefit from the new program. He walked out of the Seattle customer service center with a smile after learning all of his outstanding civil penalties, adding up to more than $100, were being forgiven.
"I think it's both logical and equitable," Waterer said.
Waterer thought he had paid the bills for which WSDOT had initially assessed civil penalties.
"For me I'm just glad to get rid of a morass of confusion," Waterer said.
Under this program, drivers who don't pay the outstanding tolls within 20 days of reaching an agreement with WSDOT will received a hold on their vehicle registration.
Moving forward, all notices of civil penalties will include information about the new program and waiver.
WSDOT said they worked with the state legislature to make sure the program aligns with the new toll customer service law, RCW 46.63.160.
