If the On-Board Unit is damaged during the journey on the Specified Road Sections, the Vehicle Driver is obliged to stop the vehicle at the nearest place, provided it is safe to do so, and report the On-Board Unit failure or damage to the System Operator using the Customer Service Line. For identification purposes, the Vehicle Driver will provide the System Operator with their first name and surname, the first name and surname or business name and name of the Vehicle Operator, vehicle registration number and approximate position of the vehicle. The System Operator will inform the Vehicle Driver about the event code and the Driver may continue driving to the nearest Contact or Distribution Point.

Similarly, it is necessary to contact the Customer Service Line in the event of damage, loss or theft of the On-Board Unit, and they will explain further procedure and how to resolve the situation.