Service Updates

Temporary changes to billing and MyToll accessibility

13 June 2022
While we upgrade our billing system to increase stability and security, there will be temporary changes to billing and MyToll accessibility as follows:
  • Invoices for Intermodal and Specialised, Toll Tasmania, Toll Shipping, and MTS normally issued the week of 13 June will be sent on Monday 20 June.
  • Courier customers will receive their invoices on Wednesday 15 June as per normal.
  • Toll Priority and Toll IPEC customers will receive their invoices normally on Monday 13 June.
  • Retrieval of invoices or statements using MyToll between Wednesday 15 June and Sunday 19 June inclusive will not be possible.
  • PayMyInvoice services will not be accessible between Wednesday 15 June and Sunday 19 June inclusive, with services resuming Monday 20 June. EFT payments can still be made during this time.
  • Thursday 16 June Direct Debit will be deferred to the Thursday 23 June weekly run
  • Consolidated invoices will be sent Monday 20 June. 

Service Suspension - Shenzhen and Shanghai - China

17 April 2022
Due to operational constraints associated with China's current lockdown, shipments to Shanghai, Shenzhen, Zhejiang, Jiangsu and Anhui have been temporarily suspended. Services will resume once the lockdown is lifted.

Disaster Levy - Removal

28 March 2022
Early in February, we wrote to you to let you know that significant rainfall in South Australia had severely damaged and submerged parts of the Australian Rail Track Corporation (ARTC) network and our road network. And to enable us to continue to move freight where possible, a disaster levy will be applied to your Freight rate (ex GST) from Monday 7 February on all road services, excluding our Priority and Courier services, across impacted freight lanes.

We are pleased to advise you that following more favourable weather and the rail tracks being repaired, we will now be removing the levy as follows:
  • All lanes to/from Northern Territory effective 21 March
  • Tasmania/Victoria/South Australia to/from Western Australia effective 21 March

Please note removing the levy on the ACT / New South Wales/Queensland to Western Australia lanes has been delayed due to the network impacts caused by the recent catastrophic flooding in South East Queensland and Northern New South Wales.

Services suspension - Ukraine

All services to and from Ukraine have been suspended until further notice. Shipments already in transit will be temporarily stored in carrier networks.

Coronavirus (COVID-19)

As we welcome in 2022, it’s clear that the wider Australian community has entered a very different phase of COVID, particularly with the high levels of community transmission associated with Omicron.

Our industry, like many others, has been affected by the sharp and sudden increase of COVID cases, with many of our people isolating to ensure we keep our community safe. As the current COVID wave continues, we expect that more of our operational team will need to isolate, resulting in unavoidable delays in freight movements and deliveries.

Our teams are working hard to minimise any potential impacts on our customers, and we will continue to prioritise all urgent freight, such as medical supplies, and ensure where possible that there are limited impacts across our services.

The health and safety of our people, customers, and community is of the utmost importance. To ensure that we continue to operate safely, Toll Global Express has reintroduced several measures including:
  • Face masks, face coverings, or face shields are required to be worn in all indoor and outdoor workplace settings (including all operational and non-operational administration settings) nationwide.  
  • All employees who can work from home, are required to do so until the end of January. We will reassess the situation after that time.
  • Use of Rapid Antigen Testing across our sites.

Global parcel service delays

Trans-Tasman Global Parcel services between Australia and New Zealand  - 1 to 2 days transit time.
Next day delivery to New Zealand business centres in Auckland and Christchurch from Australian east coast cities.

Other international deliveries to and from Australia may be affected by international supply chain issues and the government regulatory environment in some countries.

Changes to our signature requirements

To protect both our people and customers as much as possible, in the short term we will no longer require signatures for the majority of our deliveries.
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Contact Centres

Our team continues to support you during this time and are available to you during normal business hours.