Correction: An older version of this article stated North Sydney Council had 114 parking meters and 177 Touch n Go boxes. This was incorrect. There are 137 parking meters and 211 Touch n Go boxes. We regret the error.

The story

North Sydney Council’s $2 million cashless parking system remains under fire, as drivers cite confusion and continued surcharge fees as key frustrations. 

The system, installed last year following the retirement of Australia’s 3G network, introduced cashless and ticketless payment options like Touch N Go payment boxes and the PayStay app – owned by tech company Orikan.

Last year, the PayStay system’s 8.25% surcharge for transactions caused Crows Nest local Simon Berry to campaign for transparency in line with legal regulations. And although customers can avoid fees by walking to a real, physical meter, the local council admitted some parking zones only have Touch N Go options. 

Facing pressure in October, North Sydney Mayor Zoë Baker told ABC Radio Sydney the council had no knowledge of the hidden fees when the meters were installed.

The local angle

Bay 10 Espresso manager Rhyss Kearns, whose Kirribilli café sits on metered Middlemiss Street, told the North Shore Lorikeet customers who have driven to the café frequently approach him for help. 

“I just have to tell them I have no idea,” he said.

And while some have found the new metering system works for them, recent canvassing by the North Shore Lorikeet found mostly complaints. Problems ran from technological glitches and time-outs, sun glare on the interface, and concern about the amount of data required to be handed over by individuals just looking to park their park. 

Local event coordinator Danica Beaudoin has used the meters regularly for work since their rollout. 

“The system design is so overcomplicated, sometimes it feels easier just to risk getting a ticket,” she told the North Shore Lorikeet. “And it makes me wonder, how many older people will stop shopping in the area because of this technology that even young people are finding frustrating?”

Another local resident shared a similar sentiment online: “A friend of mine, who’s a PhD holder and incredibly tech-savvy, couldn’t figure out the app. The first thing it asks for is credit card details — he didn’t feel comfortable and decided to move his car to an indoor carpark.”

The facts

A council spokesperson acknowledged the mixed reception of the system and said a report for the newly elected council has outlined the challenges and benefits experienced by the public, while also initiating improvements.

“Since the report was published several adjustments have been made to the paid parking system, leading to a significant reduction in complaints,” said the spokesperson. 

“Improvements within the app and website include faster loading periods and payment processing. There is also an increased availability of meters. Council will continue to actively troubleshoot areas of improvement with the assistance of Orikan.”

The area now has 137 parking meters and 211 Touch N Go payment boxes. Council resources and a dedicated PayStay Helpdesk (1300 322 111) are available.

Thumbnail image credit: North Sydney Council