Parking meters frequently asked questions and answers

Parking meters frequently asked questions and answers

• Why did Council go cashless with their parking meters?

  North Sydney Council was required to upgrade the existing parking meter system due to the shutdown of the 3G network. Over the past year, the number of people paying with coins for parking has lowered to less than 4 percent.

  In addition, malfunctions in our existing parking meters occur primarily due to coin-box vandalism and jams. The removal of coin payments ensures our parking meters' reliability long-term as it decreases these ongoing maintenance costs.

• What is Council doing to help the community adjust to this new system?

  Council acknowledges the new parking meter technology is causing some frustration in the community, and we thank everyone for their feedback and patience as we work to help everyone better navigate this new payment system.

  Council is taking steps to address community concerns including installing 30 more parking meters across the LGA, putting up clear signs above the Touch N Go boxes, and reminding everyone that using the PayStay App is optional, not mandatory. We’ve also created a video outlining how to use the different payment options to help people adjust to the change.

  Council teams are here to support all community members with the new technology and our Customer Service team is available on 02 9939 8100. You can also contact Orikan directly on 1300 322 111.

• Why does Council charge for parking?

  Charges for parking are considered a user charge, meaning those who benefit from parking pay the charge. This is different to the alternative option for generating income which is through additional rates (a property tax) on landholders.

  Revenue generated from parking meters is reinvested into community services, including the maintenance of public spaces and upgrades to public infrastructure.

  If Council did not generate revenue from parking charges, using a straight-line calculation, the equivalent of approximately $200 per year additional rates would have to be levied to each rates account in the area. This would also mean that visitors to the area would not contribute to the public domain and transport infrastructure they are enjoying in North Sydney.

  Council charges for parking also assist in managing demand and promoting equitable access to parking spaces.

  Charging for parking increases the turnover of parking, compliance with restrictions and improves the chances of finding an available space. Mobility Parking Scheme (MPS) Permit Holders are also exempt from all meter parking fees. Meter parking helps drivers with a disability have more chance of finding a space where and when they need it.

• What are the different payment options and associated surcharges?

  There are three ways to pay, with parking meters being most similar to the previous system based upon 15-minute time blocks. App based payment options provide more flexibility in use, but they do come with a surcharge for this functionality.

  Parking meters

  • The new parking meters accept debit/credit card (Visa and MasterCard), smart wallet technology (smartphones and watches) and prepaid cards as payment

  • There is no surcharge payable at the parking meters

   Touch N Go Boxes

  • 8.25% surcharge on all transactions

  • Pay in one-minute increments

  • Prepay for on the day parking available

  PayStay App

  • 8.25% surcharge on all transactions

  • Minimum Account Balance: $5

  • Minimum top up amount: $5

  • Optional opt in reminder services: 34c per sms reminder

  • Refund processing fee: $5

  • Account deactivation fee: $10

  • Pay in one-minute increments

  • Prepay for on the day parking available

• What are the benefits of using the PayStay Guest website or App?

  The PayStay Guest website and App both provide the flexibility of paying in one-minute increments rather than in 15-minute blocks at the parking meter.

  The PayStay App also provides the following additional features:

  • Users get information on which areas have more available parking spaces

  • Users can start and stop their parking session, paying only for the exact time they park

  • Users can use their phone instead of a parking meter and it provides a timer with accurate information on when their parking will expire

  • Users can also opt-in to receive reminders notifying them when their parking session is nearing its end

• Why did Council not absorb the surcharge?

  In making the decision to implement this service, Council chose not to absorb the surcharge cost using rate payers' money. As outlined above, all parking meters accept debit/credit card (Visa and MasterCard), smart wallet technology (smartphones and watches) and prepaid cards as payment and do not incur a surcharge. The surcharge is only payable via the Touch N Go boxes and PayStay App.

• How do I pay by card using the parking meters?

  • Enter your car registration and chose your desired parking time 

  • The screen will display the instructions ‘Card Payment, Tap Card’

  • Tap your card on the black box under the screen on the stem of the meter to make payment

  • The black box will beep and a green light will flash when the payment has been successful

  • The screen will display ‘Transaction completed’

• How do I pay using the Touch N Go box?

  • Tap and hold your smartphone on the box or scan the QR code

  • Wait for your phone to show the PayStay website link and then click to open the link

  • Enter your car registration

  • Choose your desired parking time

  • Choose your payment method. You can use your digital wallet (Apple Pay, Google Wallet) or enter the details of your debit/credit card

  • Confirm the payment

  • Your screen will display ‘payment summary’

• How do I pay using the App?

  • Download the PayStay App

  • Complete the fields to create an account

  • Check the parking sign for the 8-digit zone number

  • Enter the zone number on the App

  • Tap ‘Start Parking’

• What are the parking rates in the LGA?

  Parking rates including GST when paying at the parking meters:

  Parking demand areas	Daytime rate per hour	Evening rate per hour
  High	$8.70	$4.90
  Medium	$6.90	$4.50
  Low	$4.50	$3.50

   Parking rates including GST and the 8.25% surcharge when paying with the App or at a Touch N Go box:

  Parking demand areas	Daytime rate per hour	Evening rate per hour
  High	$9.41	$5.30
  Medium	$7.47	$4.88
  Low	$4.88	$3.79

   

• Why did North Sydney Council choose Orikan? 

  Orikan’s paid parking system was chosen as they have an emphasis on customer support and provide versatility for customers through multiple payment options. These include parking meters, Touch N Go Boxes, the PayStay Guest website, the PayStay App, and via phone call or text. 

  Orikan's paid parking services are currently provided to Brisbane City Council, Blue Mountains Council, our neighbouring Lane Cove Council and more recently Burwood Council and City of Canada Bay. Adherence to high data security standards was another key factor in deciding to use Orikan and PayStay, with all data housed in Australia.

• What is being done to ensure my data is secure on PayStay Guest?

  All information displayed on the PayStay website is protected by digital certificate which can be verified by viewing the certificate details in your browser. Mobile applications are secured in the same manner. PayStay is fully compliant with payment card industry data security standards. For further information, please contact the PayStay helpdesk on 1300 322 111. PayStay's QR codes adhere to high security standards. Stay vigilant to scams by checking the URL link that appears after scanning a QR code. All web addresses will display as paystay.com.au under a secure https connection.

  Please note: Scammers make subtle changes to URL text - please be sure to check the link and destination to ensure it is legitimate. If you have the PayStay App it will automatically open when a PayStay QR code is scanned. Confirm the zone number paid for online against the zone number listed on street signs.

  Orikan operates a 24/7 Security Operations Centre to monitor and detect fraudulent activity. They hold PCI DSS and ISO 270001 certification. We advise that customers only download the PayStay App from trusted sources, such as the App Store or Google Play.

• Why are the old parking meters still there?

  We understand and apologise for the confusion surrounding the old, bagged meters. The removal of these is underway and will be completed by the end of September.

  We have added signage to the old, bagged meters explaining how to find the nearest new meter to pay for parking while the removal is being completed.

• Why were the old meters not removed sooner?

  The timing of the removal works were planned to ensure that the new system was operational before removing the old meters. It is also important that the meter removal is completed in a manner that allows proper and safe rectification of the streetscape.