Frequently asked questions

 

Common question

The decision on using federal public roads on a paid basis and terminating such use shall be made by the Government of the Russian Federation.

The decision to use the “Don” M-4 Highway on a paid basis was adopted following the RF Government Decree No. 2146-р of December 31, 2009 , “On the Approval of the Long-Term (2010 to 2015) Business Program of the State Company “Russian Highways”. The Moscow Region segment of the “Don” M-4 Highway (Kilometers 48 to 71) is operated on a paid basis under the RF Government's Decree of October 4, 1999, No. 1570-р.

Toll passage through Kilometers 258 to 330km of the “Moscow-St. Petersburg” M-11 Highway was introduced on the basis of the RF Government Decree No. 18 of January 19, 2010, and the RF Government Decree No. 2269-р of November 14, 2014.

Exempted from the fee are:

  • public transport (except for taxis, including fixed-route taxis, as well as long-distance and international coaches);
  • special transport vehicles equipped with audible and visual alarm devices, used by fire and police squads, emergency medical services, rescue services, military traffic police;
  • transport vehicles of the federal postal service, carrying out postal items and cash, and its employees expediting postal items and cash;
  • users of toll roads and segments thereof referred to other categories, vehicle categories determined by owners of toll roads and segments thereof.

Thus, local residents and those using toll road segments on a daily basis to get to their work/home, the disabled, veterans, combatants, rear workers, the rehabilitated, rehabilitated political prisoners, civil servants and social workers, deputies, ministers, the president, pensioners, orphans, students, and others persons not mentioned in the above four paragraphs are not entitled to travel for free.
 

There are warning signs and a detour scheme installed long before the first Toll Station. The User can make a choice in advance whether to use the toll road or the alternative charge-free route.

If the user has already entered the payment line, he should inform the tollbooth attendant or the Toll Station shift supervisor that he cannot pay for passage and follow his instructions.

In case of emergency, please call 8-800-707-23-23. A call center operator will redirect you to the emergency attendant on duty servicing the toll road. Also, you can contact the emergency attendant on duty via the nearest of emergency contact points located every 2 to 4 kilometers on the both sides of the road (these are yellow terminals bearing the legend SOS) and inform the emergency attendant on duty about the incident.
The emergency attendant on duty will notify emergency services (traffic police, firefighters, paramedics) if necessary, provide the necessary advice and/or help you to tow your transport vehicle to a special parking lot at a toll station. The first 24 hours of parking are free.
 

According to the current classification, the overall height of a transport vehicle shall be calculated including the cargo carried aboard, i. e. refrigerators, cabinets, bags, sofas, etc. However, accessories and luggage fixed on the roofs of Type 1 and 2 vehicles shall be excluded from overall height calculations.
The exhaust pipe of the vehicle is considered an integral part of its design and shall be taken into account when calculating the vehicle's overall height.
The number of axles shall mean the number of axles of the transport vehicle and those of the trailer.
The wording “Motor cars with trailers (over 2 meters high)” shall not be deemed a classification feature. There are two classification parameters: the overall height and the number of axles the transport vehicle has.

In the Lipetsk Region, your transponder is read twice. Funds are debited only at the entrance, the second time the reading occurs at a zero price. You can see it for yourself by getting a detailed printout of your passages (the last 25) at the Sales and Service Centers. To that end, you should provide the number of your Contract or Electronic Pass Device (a transponder or a CSC).

A toll fee discount of up to 60% is available for transponder users. From January 1, 2016, you may benefit from a 20-percent discount when using a transponder everywhere except for the Moscow Region. At Kilometers 21 to 211 of the “Don” M-4 Highway, a 60-percent discount is applicable and valid only by day; by night, you can get a 20-percent discount. The discount is valid through February 28, 2017. 
A discount of 3 to 10 % for the Loyalty Program members using transponders, valid for a certain period. Read more

When paying in cash:

  • The transport vehicle shall enter the toll collection area when the traffic light (the bidirectional traffic lights above the lane) is green and stop in front of the tollbooth.
  • The system identifies the vehicle type and displays the fee level on the electronic information board fixed above the lane.
  • The driver shall pay the fee in cash, get his change (if necessary) and a receipt.
  • The travel may be resumed as the barrier is up and the traffic light is green (traffic lights are located to the left of the exit barrier).

When paying with a bank card:

  • The driver shall move in the lane that allows for paying with a bank card when the traffic light (the bidirectional traffic lights above the lane) is green and stop in front of the tollbooth.
  • The system identifies the vehicle type and displays the fee level on the electronic information board fixed above the lane.
  • The driver shall hand his bank card over to the tollbooth attendant. Entering a PIN and signing a receipt is not required. The driver may be required to enter a PIN if the issuing bank so requests.
  • The driver shall receive a receipt and a slip (containing details of the bank transfer).
  • The travel may be resumed as the barrier is up and the traffic light is green.

The “Don” M-4 Highway is a federal public highway.

Its reconstruction, shift to a paid basis and toll fee collection is performed under the management of the State Company "Russian Highways" based on Federal Law No. 145-ФЗ of July 17, 2009, “ON THE STATE COMPANY “RUSSIAN HIGHWAYS” AND ON CHANGES TO BE MADE TO SELECTED LEGISLATIVE ACTS OF THE RUSSIAN FEDERATION” and Federal Law No. 257-ФЗ of November 8, 2007. “On Motor Roads and on Road Activities in the Russian Federation, as well as on Changes to be Made to Certain Legislative Acts of the Russian Federation.” The above Laws were adopted by the State Duma and approved by the Federation Council of the Russian Federation, based on the program approved by the RF Government Decree.

The rules for the provision of tolling services were approved by Decree No. 18 of January 19, 2010, “ON THE APPROVAL OF RULES FOR THE PROVISION OF TOLLING SERVICES FOR TRANSPORT VEHICLES USING FEDERAL PUBLIC ROADS AND TOLL SEGMENTS THEREOF.”

“The Business Program of the State Company “Russian Highways” approved by Decree of the RF Government of November 14, 2011 No.1989-р.

Decree of the RF President of June 27, 1998, No. 728 “On Additional Measures for the Development of the Public Road Network in the Russian Federation.”

 

Toll passage through Kilometers 258 to 330km of the “Moscow-St. Petersburg” M-11 Highway was introduced on the basis of the RF Government Decree No. 18 of January 19, 2010, and the RF Government Decree No. 2269-р of November 14, 2014.

 

Electronic Pass Devices

The number of personalized Electronic Pass Devices is unlimited. Funds will be distributed using a single personal account.

  • at Sales and Service Centers
  • by calling the Call Center at 8-800-707-2323
  • in the Personal Account section at www.avtodor-tr.ru
  • by a USSD request *390*1#
     

For transponders:

  • make sure the balance is sufficient to pay the fee
  • make sure that transponder is mounted on the windshield in accordance with the operation manual
  • make sure that your windshield is not a sunscreen one (hindering radio signals). To this effect, please apply for advice to the Sales Center at the Toll Station
  • in other cases, please apply to our Sales and Service Centers and Maintenance Shop to check if the transponder is fault-free.

For CSC:

  • make sure the card has no visible damage
  • make sure the balance is sufficient to pay the fee
  • in other cases, please apply to our the Sales and Service Centers to check if the CSC is fault-free.

Please note that some types of transponders cease to work (are forced to disconnect) should they be pulled out the stand (holder) used to mount them to the windshield.
If it is impossible to pass through using a CSC or a transponder, the user shall pay in cash/with a bank card and apply for advice to the company employee.

The validity period of a smart card or transponder is unlimited. The balance remains unchanged even if the Electronic Pass Device is not used, regardless of the idle period. The transponder has a battery unit ensuring 5-year operation under normal conditions (no extreme temperatures below 40 and above 85 degrees Celsius). The guarantee period for the transponder is one year of the purchase date.

One can use one transponder on different vehicles when driving through the Toll Station. However, you should bear in mind that the guaranteed operation of the transponder can be provided only if it is mounted to the windshield as specified in the Installation Manual.
The transponder shall be attached directly to the base, which is adhered to the windshield with a double-sided adhesive tape. At any time, the transponder can be disconnected from the base, for example, for overnight or at low temperatures. You should bear in mind that when the Norbit transponder is detached from its base, the battery contacts disconnect and the device ceases to operate.
Also you can purchase the necessary number of transponders to install on all your vehicles. Electronic devices will be linked to a single Personal Account and the funds will be distributed centrally.

Personal Account. You can view the last (unverified) 25 passages, as well as passage details for closed periods: the number of passages, time of passage down to the minute, lane number, amount debited for the entire period of using your Electronic Pass Device.
Printing out details of your passages (the last 25) at the Sales and Service Center.

  • at Sales and Service Centers
  • in the Personal Account section of the Website
  • via the Mobile application
  • via “Elecsnet” instant payment terminals
  • via the “Contacts” service at the “Elecsnet: official website (payment by electronic money and with bank cards)
  • at LUKOIL-branded filling stations
  • by a USSD request *390*1*2#

When paying with a contactless smart card, the driver shall (for 2-3 seconds) apply the CSC to a special card reader located next to the cash acceptance trays (the bottom and top ones) of the tollbooth.

The system automatically debits the customer for the amount required in accordance with the transport vehicle type and the fee level set for such a vehicle. To pass through the TS, the customer’s account balance shall be sufficient to pay for the passage.

No, you can’t. The T-Pass transponder sold by “Avtodor - Toll Roads” can be used on all the segments of the “Don” M-4 Highway and on Kilometers 258 to 330 of the “Moscow--St. Petersburg” M-11 Highway.
From the spring of 2017 on, users will be able to pay for driving on the “Moscow--St. Petersburg” M-11 Highway and “Don” M-4 Highway with one and the same transponder.

When passing through a Toll Station (TS), the transponder connects to the accounting system of the toll road segment, which automatically debits the fee from the User's personal account based on the vehicle type and the tariff set (taking into account whether it is day or night).
The User, when passing through the payment lane, should reduce the speed to 20 to 30 km/h (if necessary, until the stop) and, upon making sure the barrier is fully opened, continue driving.
Payment with a transponder is possible across all TS lanes. Users of transponders can use dedicated lanes with green marking and corresponding T-Pass signs. No action of the driver and tollbooth attendant is required for making payment.

CSC and Transponder are the technical facilities that ensure your passage through the Toll Stations while to pay for the passage itself the User has to deposit a certain amount to his account, according to the tariffs approved by the State Company “Russian Highways.” That is why there is a need to additionally pay the amount shown in the Pro Forma Invoice.
The number of paid passages increases in proportion to the number of devices. With a view to timely toll fee payment, the User shall each time make a minimum down payment to avoid the situation when the User does not have enough funds to pay for passage.
The amount billed in the Pro Forma Invoice shall be credited to the Personal Account of the Electronic Pass Device. The minimum recharge amount when using a CSC shall be RUB 240, when using a transponder - RUB 500.

Place an order at the Online Store. Order confirmation and the coordination of date, time, and terms of sale are ensured by the Sales Manager daily 9 a.m. to 4 p.m, except for weekends and holidays. A contactless smart card can only be purchased at the Sales and Service Centers located on the “Don” M-4 Highway and “Moscow-St. Petersburg” M-11 Highway.
Buy it at partner chains’ filling stations.

To purchase a transponder, an individual is not required to enter into a sales contract. At the time of purchase, a payment receipt is provided to the User. The transponder can be purchased at any Sales and Service Center located along the “Don” M-4 Highway and “Moscow-St. Petersburg” M-11 Highway.
For a legal entity, to purchase a transponder you are required to provide your constituent documents, a cover letter (indicating the type, number of devices and amount of recharge), as well as to make an advance payment. For more details please see the “Entering into Contracts for Electronic Pass Devices” section.

A legal entity shall receive acceptance certificates, invoices and a statement from personal account no later than within 5 business days of the end of the reporting period (month) to the email address specified in the contract. The original copies thereof shall be sent to the User by the Post of Russia.

The information on the passages of transport vehicles the amount debited (a statement of personal account) for all the CSC and transponders used under a single contract shall be provided to a legal entity no later than within 5 business days of the end of the reporting period (month) together with the set of accounting documents sent by the Russian Post to the customer’s address.

 

Dashboard and Online Store Operation

You can check your EPD account balance after registering your Personal Account at www.avtodor-tr.ru. To this effect, you need to complete the logging process by specifying your personal data and account number.
Also, you can check your personal account balance by calling our contact center at 8 800 707 23 23, at any Sales and Service Center, as well as by sending a short USSD request containing the following symbols: *390*1#

Should you forget the password you entered while signing up, you can restore access to your account.
To restore access, please:

  • Enter the website of “Avtodor Toll Roads” at: https://www.avtodor-tr.ru
  • Enter your Personal Account (the link at the top-right corner)
  • Then click “Forgot your password?”
  • Enter your email address and captcha, click “Submit.” A link for password recovery will be emailed to the email address you specified
  • Open the password recovery email and follow the link
  • Enter your new passport twice, click “Submit”

Your password has been changed. Use it to access your account.

  • Enter the website of “Avtodor Toll Roads” at: https://www.avtodor-tr.ru
  • Follow the link “Online Store” (at the bottom right corner)
  • After clicking the “Buy” button, choose a number of transponders
  • Fill in the “Checkout” form by indicating your full name, phone number, e-mail address and Russian passport details (when purchasing a personalized device)
  • Select the transponder delivery method
  • Click “Submit your order”

To get yourself fully aware of how to sign up for your Personal Account, please click here

 

Proposals for Service Improvement and User Enquiries

You are always welcome to ask your questions about the products and services of the Company. Your question or feedback will be referred to the expert who will prepare an answer within the deadlines established by the Regulation. You can apply in the following ways:

  • leave your official enquiry or application made as required by the Company at any Sales and Service Center at your choice;
  • send a written enquiry or application by the Post of Russia to the address as follows: 9 Strastnoy Blvd, 127006 Moscow, Russia;
  • via the Call Center at a toll-free number: 8 800 707 23 23;
  • send an email to the electronic address info@avtodor-tr.ru;
  • fill in the below form.

Only those User enquiries and applications that contain contact information of the applicant (the full name, company name (for legal entities), contact phone number, electronic address, etc.) are subject to review. The Company will not consider any anonymous enquiry or application.

Icon Форма обращения для граждан (16.2 КБ)  | Icon Форма обращения для юридических лиц (16.1 КБ) | Icon Информация для Пользователей о процедуре подачи жалобы (29.0 КБ)

Your should deliver it to an authorized employee in person while visiting a Company's Sales and Service Center or to the Secretary at the Company Headquarters where it will be duly registered and submitted to the Company’s CEO. Other employees of the Company are prohibited from acting as an intermediary in the delivery of User enquiries and applications. The time taken to consider enquiries and applications shall not exceed 30 calendar days.

Icon Информация для Пользователей о процедуре подачи жалобы (21.8 КБ)

In accordance with Article 12 of Federal Law No. 59-ФЗ of May 2, 2006, "On the Procedure for Considering Requests of Citizens of the Russian Federation,” written requests shall be considered within 30 days of their registration. The date of completing the electronic form at the official website of the Company (registered automatically at the time of submitting) shall be deemed the date of a User electronic request.
1. You are required to fill in all the fields of the electronic form properly. The fields marked with an asterisk are mandatory.
2. The text of your message shall not exceed 5,000 characters.
3. We will not consider any request containing:

3.1. obscene and offensive language;
3.2. unreadable text, including written in Latin characters, typed in all caps, not divided into sentences;
3.3. incomplete or inaccurate information about the originator, including an incomplete or wrong postal address, in case the originator chooses to receive a reply on paper;
3.4. advertising materials;
3.5. no specific questions, complaints, proposals.

4. We reply to the originator at his discretion:

4.1. in electronic form, if the originator chose the “Reply by email” option in the request template;
4.2. with a printed hard copy, if the originator chose the “Hard copy reply” option in the request template.

5. Notifications to the originator on registration of his request and feedback shall be emailed to the electronic address (email address) indicated in the electronic request template.
6. Any issues that are not within the competence of the Company shall not be considered.
7. When registering an electronic request with the Company, the applicant shall be notified accordingly. If these Rules are violated while completing the electronic request template or the mandatory fields are empty, such a request shall not be considered and no notifications shall be sent.
8. The feedback system of the Company does not have means to process attached files. To send documents, please use the postal address or fax of the Company.
9. In accordance with Federal Law of July 27, 2006б No. 152-ФЗ “On Personal Data,” the Company shall advise that electronic requests of citizens and replies thereto sent over the Internet are transmitted via unprotected communication channels. The Company shall not be deemed liable for maintaining confidentiality of any data shared over the Internet.
10. Personal data of those Users who sent their requests electronically, shall be stored and processed in compliance with the requirements of the Russian legislation on personal data.

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In accordance with Article 12 of Federal Law No. 59-ФЗ of May 2, 2006, "On the Procedure for Considering Requests of Citizens of the Russian Federation” and the Regulation on Operation of the Customer Service Center of “Avtodor - Toll Roads” LLC, requests from citizens and legal entities shall be processed within the following deadlines:

1. Letters from corporate Users, emails - thirty (30) days
2. Requests from the “Customer Feedback Book” - thirty (30) days
3. Requests and complaints from citizens, not requiring additional examination and verification - fifteen (15) days
4. Requests and complaints from citizens, requiring additional examination and verification - thirty (30) days
5. Electronic requests - thirty (30) days

Icon Информация для Пользователей о процедуре подачи жалобы (29.0 КБ)

 

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