Privacy policy

Transurban respects your right to privacy and is committed to privacy protection.

This statement sets out Transurban’s policy relating to the collection and use of your personal information. Transurban will not collect personally identifying information about you except when you have specifically and knowingly provided it to us or as otherwise permitted by law. The types of personally identifying information that we collect from you will depend on how you use our website or mobile application. We may also need information from you and others to help us verify your identity in order to prevent fraud and ensure security. Please refer to the website of E-ZPass® and E-ZPass® FlexSM for the privacy policy as it relates to your E-ZPass® account.


What Information Do We Collect?

In order to provide the services you requested, we may need any or all of the following information: your first and last name, address, telephone number, e-mail address, your E-ZPass® transponder number, vehicle information and license plate number, credit card number and/or other bank account or payment information, billing address and other basic account information required to perform account functions such as billing, account settlement, or enforcement activities.

In order to monitor the performance of our website or mobile application, we may track your IP address and your session time. This information cannot be used to identify you and remains anonymous. We may place a cookie in the browser files of your computer. The cookie does not contain any personally identifying information. It will however, enable us to:

a. relate your use of the site to information that you have specifically and knowingly provided to us, such as any services we may provide via our website;

b. provide you ongoing access to and use of the website; or

c. allow your browser to track searches you have performed on our website.

Most of what we know about you we obtain from you. But we may also have to find out more about you from other sources in order to make sure that what we know about you is correct and complete. Those sources may include the Department of Motor Vehicles for the Commonwealth of Virginia and public records. Some of our sources may give us reports, and they may disclose what they know about you to others.


How Do We Use Your Information?

We treat what we know about you confidentially. Our employees are told to take care in handling your information. They may get information about you only when there is good reason to do so. We take steps to make our computer databases secure and to safeguard the information we have about you.

We may reply to you using any of the contact information provided to us.

Where you request us to, we may provide you with an e-mail newsletter, messages, push notifications and/or alerts. We will also provide you with the option to unsubscribe from our newsletter and alerts mailing list at any time.

We may also use your information to contact you by phone, fax, traditional mail, or e-mail regarding your inquiry/feedback/comments/complaints. We may use your information in compiling demographics for our own use, or for the communication of any of our other products and services. On no account will Transurban give, sell, trade, rent or otherwise supply personal user information to any third party organization not directly affiliated to Transurban, except where you have consented to this; where it is reasonable to do so in the provision of services to you; or where the law requires us to do so. We allow you to access all personal information you have given us to make any changes needed to make it correct and up to date, or request that we remove personal information you do not wish us to retain.

With your express consent, Transurban may send your name and contact information to a third party contracted by Transurban, VDOT or the DMV solely for the purposes of evaluating customer service experiences or offering optional enrollment in studies to improve the customer experience on the Express Lanes.


Your Consent

By using the Express Lanes website or mobile application, you consent to the collection and use of this information by Transurban. If we decide to change our privacy policy, we will post those changes on this page so that you are always aware of what information we collect and how we use it.


Contact Us

If you have any questions or comments about our privacy policy, please feel free to contact us by e-mailing us at: [email protected].

Effective Date: Feb. 12, 2015