DOTD says Belle Chasse toll customer events eased some problems; lawmakers press for local service office

DOTD officials told the Joint Transportation Committee on Aug. 19 that customer service events for the Belle Chasse toll facility have revealed practical issues for local motorists and that the department is working to expand in-person service.

DOTD staff said a two-day in-person event in Belle Chasse served about 220 people and that many issues centered on ensuring qualifying residents received the resident discount (cited in testimony as a 25-cent resident rate), and on vehicle-length or vehicle-type misclassification that can cause a passenger vehicle with a long bed or attached trailer to be billed at commercial truck rates.

Lawmakers described frequent constituent complaints and noted the only existing in-person GoPass office is in Golden Meadow — a multi-hour drive for Belle Chasse residents — and asked whether a temporary or permanent local customer-service office could be established. DOTD said it is working with the contractor (identified in testimony as the plenary contractor operating the toll program) and that a temporary in-person customer service center of two to three months may be feasible; department staff also said any documentation errors affecting resident discounts can be corrected in person and that much of the cost of customer outreach was covered by ongoing contractor activity.

Why it matters: The Belle Chasse facility handles large daily volumes and local commuters report billing and account problems; legislators pressed DOTD for better, closer customer service to minimize ongoing billing disputes and to ensure residents receive the reduced rate they are entitled to.

What’s next: DOTD said it will pursue a temporary local customer-service center and provide follow-up on whether the resident-rate paperwork and vehicle-class rules can be made clearer to reduce mistaken commercial charges.