Customer Bill of Rights

At NTTA, we believe that customers come first. We are committed to resolving every customer concern, and our staff is empowered to handle your concerns in a professional and timely manner.

We are committed to treating our customers professionally and fairly during every interaction. NTTA has instituted this Customer Bill of Rights to ensure that our customers are consistently treated in a professional and equitable manner.

Customers who have a concern or question should contact NTTA Customer Service Center at
972-818-6882 or on our website. If your concern is not resolved to your satisfaction, please ask to speak to a supervisor. 

If your concern has not been resolved to your satisfaction, please contact the NTTA Ombudsman at: 469.801-3662 or nttaombudsman@ntta.org. Written correspondence can be sent to: NTTA Ombudsman 5900 W. Plano Parkway, Plano, Texas 75093

NTTA is committed to:

PARTNERSHIP. We support a philosophy of building a partnership with our customers. We believe customer feedback is a critical component of delivering a great customer experience, and we will always listen to our customers.

QUALITY SERVICE. We will provide quality service, which is consistent with NTTA’s mission and values. Customers will receive service from knowledgeable, competent and cooperative staff. Employees will be empowered to address customer issues and requests.

PROMPT ATTENTION. We will provide prompt and reliable attention to customers. If immediate attention is not possible, customers’ needs will be acknowledged within three business days, and customers will be told when their issue will be resolved and by whom.

COURTESY. NTTA customers will always be treated with courtesy and respect, in a professional manner.

ACCURATE INFORMATION. We will provide complete and accurate account information to customers in a timely manner.

ACCESSIBILITY. Customers will be given multiple options to manage their accounts. Information resources will be easily accessible, including self-service options by phone or online at www.ntta.org.

ACCOUNTABILITY. We will take responsibility for our actions. If we cannot completely fulfill a customer’s request, we will explain why and offer an available alternative. If we make a mistake, we will acknowledge the error and correct it.

We expect our customers to: 

Talk to us when they have a question or a problem.  Customers who have a concern or question should contact NTTA Customer Service Center at 972-818-6882 or 817-731-6882 or on our website.

Provide prompt payment. We provide many options to allow customers to pay invoices and maintain positive TollTag account balances. Customers can learn more and choose the most convenient option to pay by visiting our Customer Service website.

Keep all information up to date. Customers should inform us of changes to addresses, vehicle information and credit or debit cards, including expiration dates. To update information quickly and easily, customers can visit the Customer Service website. Customers who have recently bought or sold a vehicle should also update records with the Texas Department of Motor Vehicles

Let us know how we are doing. We believe our customers are the most accurate barometers of how we are doing. We want to hear from our customers, and we value their feedback. NTTA may send customers a brief survey to better understand their driving experiences. Customers also may register to participate in NTTA’s “Mystery Driver” program.

Treat our staff with courtesy and respect. We understand that receiving a late notice or a toll violation notice can be stressful, but we ask that customers treat our staff with the same courtesy and respect that customers expect to receive. Be assured that our staff is empowered to deal with difficult and sometimes unique situations. Remember you can support our staff by providing complete information regarding an account or invoice. This information will help our specialists respond to your needs in the most effective and efficient manner.