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Good-to-Go problems? Bill aims to address complaints

by caprecord

A bill aiming to address drivers’ complaints about the Washington State Department of Transportation’s Good-to-Go tolling system is moving forward, as it passed unanimously in the House Tuesday afternoon, with amendments.

The State Route 520 bridge uses electronic tolling. Photo by the Washington State Department of Transportation.
The State Route 520 bridge uses electronic tolling. Photo by the Washington State Department of Transportation.

Senate Bill 5481 adds customer service enhancements to the state’s electronic tolling system, including requiring a letter of apology to customers for errors made by WSDOT or the tolling system.

The state tolling system has been subject to much criticism over the past few years from drivers who say that they have been levied unreasonable penalties without warning, or mistakenly billed.

Drivers also have said that WSDOT’s toll appeals system is difficult to navigate.

The bill requires the WSDOT to contact prepaid electronic toll account holders to inform such holders of unpaid tolls.

It also gives additional discretion to administrative law judges to dismiss civil penalties due to mitigating circumstances, and authorizes the WSDOT to dismiss civil penalties in certain circumstances.

Vehicle dealerships would be able to sell Good-to-Go transponders under the measure. The bill also calls for a redesign of the website to be more user-friendly.

It heads back to the Senate for further consideration.

House lawmakers on the floor praised the intent of the bill.

“We should be talking about good customer service. We should talk about being civil, not civil penalties,” said Rep. Judy Clibborn, D-Mercer Island.

“I think this bill will do something to improve the public’s trust of the Department of Transportation,” said Rep. Mark Hargrove, R-Covington.