NZTA has defended its decision to keep charging motorists while a slip closed the free alternative route in north Auckland last week but says any of the drivers affected can have their toll waived - if they get in touch.
The Hibiscus Coast Highway, the toll-free route in north Auckland, closed on August 29 after a slip.
Tolling on the neighbouring Northern Gateway Toll Road remained switched on, so drivers redirected onto State Highway 1 paid the usual charge.
"Anyone who was directed onto State Highway 1 while the free alternative route was unavailable and who applies to have their toll waived or reimbursed will have the charge removed," the spokesperson said, adding customers could contact the NZTA Contact Centre by phone or email.
The spokesperson said the agency weighed several factors before proactively lifting tolls when a free route is out.
"When a free alternative route is unavailable, any decision to proactively suspend tolling is based on a range of factors, including the length, nature and timing of the closure, and any circumstances that may place additional pressure on the wider transport network," the spokesperson said.
The August 29 slip was "minor and short-lived" and did not clear that bar.
"As a result, tolling remained in place and vehicles travelling on the Northern Gateway Toll Road were charged as part of the normal tolling process."
The closure barely shifted traffic, with data showing 15,427 trips on the toll road during the closure period, compared with 15,326 the previous weekend and 15,244 a fortnight earlier.
Most drivers pay regardless of whether the free route is open, the spokesperson added.
"It is important to note that around 99% of road users typically choose the toll road regardless of whether the free route is available."
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