Bosses of Sydney’s contactless transport payment scheme have admitted they have set limits on the number of incorrect fares passengers can claim back- even if they were wrongly charged.

More than two billion Opal trips on buses, trains, ferries, and light rail, had been made since the launch of the system in 2012.

Passengers can monitor what their trips have cost by looking at the screens as they depart transport, as well as via online statements.

NSW Minister for Transport and Infrastructure Andrew Constance goes through an Opal Card turnstile after a press conference at Central Station (AAP)

If they believe a mistake has been made, or if they were unable to or forgot to tap off at their destination, they can ask for a refund, within 90 days.

However, nine.com.au can reveal a cap has been set on the amount of refunds allowed, leaving customers out of pocket.

One woman, who travels regularly by train and bus from Macarthur to Sydney and spends around $75 a week, told nine.com.au Transport for NSW said she’d ‘reached her customer error limit’ as she had reported three mistakes in a year - even though she said it was not her fault.

More than two billion Opal trips on buses, trains, ferries, and light rail, had been made since the launch of the system in 2012. (AAP)

When she contacted Opal just before Christmas she was told they wouldn’t refund any more money, including for a bus journey from Sydney’s North Shore to the city then a train transfer, for which she was charged just over $12 instead of around $6. She insisted she has always tapped on and off correctly.

“When I called, I was told I ‘needed to call at the time of the issue with the card reader’,” she said.

“However, it showed me as tapping on and tapping off. I was also told: ‘You have exceeded the amount for customer error per year’.”

A Transport NSW spokeswoman admitted there are “limits to the number of customer error adjustments allowed per Opal card … The limit of adjustments has been determined through extensive analysis of customer needs and revenue protection.

More than two billion Opal trips on buses, trains, ferries, and light rail, had been made since the launch of the system in 2012. (AAP)

"This encourages customers to remember to tap their Opal cards on and off correctly to avoid receiving a default fare or risking a fine of up to $200 for fare evasion."

However, there is no limit on Opal card adjustments “made as a result of equipment error or outages on the transport network,” a spokesman later added.

DIGITAL SWITCH

Transport NSW is also trying to stop customers calling its helplines for timetable queries and Opal issues, leading to concerns over whether people who are not online will be able to get the help they need.

Passengers can monitor what their trips have cost by looking at the screens as they depart transport, as well as via online statements.However, nine.com.au can reveal a cap has been set on the amount of refunds allowed, leaving customers out of pocket. (AAP)

It has started directing passengers online instead, unless they are disabled or need extra help.

A message on the phone line declares: “We’re going digital. Some of our phone services are now only available for customers with a disability, or who need extra assistance.”

It says it has “invested significantly in the rollout of digital services”.

“By streamlining our digital and telephony offering to customers, we are ensuring our call centre operators are available to assist those most in need,” a spokeswoman told nine.com.au.

Transport NSW is also trying to stop customers calling its helplines for timetable queries and Opal issues, leading to concerns over whether people who are not online will be able to get the help they need. (AAP)

However there are concerns about how the move may affect some sectors of society.

Professor John McCallum, CEO of National Seniors Australia, said while 70 per cent of older Australians do use the internet, he was worried those who don’t might find phone lines harder to access if resources are scaled back.

“If you put everything online and then put up a telephone system that’s under sourced, you end up with a disaster that people can’t access,” he told nine.com.au.

Sydney’s train network came under fire on New Year’s Eve, when it was crippled by a storm, leaving huge crowds struggling to get home after Sydney’s fireworks and other events.