Answers to Frequently Asked Questions

The Highway

A $90 million project is currently underway to add 50 km of new lanes between Highways 427 and 404 and is scheduled to open near the end of 2006. Additionally, in 2006, $30 million is being invested to widen bridge structures between Highways 410 and 427 in preparation for future additional lanes.

In 2005, over 100 million trips were processed with an amazing accuracy rate of 99.9%.

Please note, the law requires transponders in heavy vehicles which have an actual or Registered Gross Vehicle Weight (RGVW) of over 5,000 kilograms (five tonnes).

Contrary to urban myth, our tolling technology is not used to apprehend speeders. It is only used to collect tolls.

To help drivers avoid this problem, toll highway signs are placed strategically along routes leading to 407 ETR to let you know in advance that 407 ETR is a toll route.

CUSTOMER SERVICE ASSISTANCE

Q. What are the ways I can contact you to ask questions or resolve problems?

ONLINE:
www.407etr.com
Several convenient self-service options are available.

 

Call:	1-888-407-0407		Email:	Email us at 407 ETR
	Weekdays 8:00 a.m. to 6:00 p.m. Saturday and Sunday Closed
Visit:	Customer Service Centre 6300 Steeles Ave. West Woodbridge, ON Monday, Wednesday and Friday 8:00 a.m. to 6:00 p.m. Tuesday and Thursday 8:00 a.m. to 8:00 p.m. Saturday and Sunday Closed		Mail:	6300 Steeles Ave. West Woodbridge, ON L4H 1J1
			Fax:	905-264-5315

• In 2002 – we constructed 13,600 square feet of new call-centre space to accommodate 170 customer service representatives and hired 328 new employees. We have recruited a very talented training team who continuously enhances the skills of our agents in process knowledge and resolving customers’ concerns. 407 ETR remains an industry leader in call responsiveness – our average answer time has been below 20 seconds since 2004.

• In 2003 – $6 million was invested to add 7 km of new lanes through Pine Valley, east of Highway 27.

• In 2004 – $30 million was invested to add 22 km of new lanes between Highway 401 and Hurontario St. Another $7.5 million was spent on constructing the Markham Bypass Interchange.

• In 2006 – A $90 million project is currently underway to add 50 km of new lanes between Highways 427 and 404 and is scheduled to open near the end of 2006. Additionally, $30 million is being invested to widen bridge structures between Highways 410 and 427 in preparation for future additional lanes.

• More Self-Serve Options by Phone — In 2003, we enhanced the telephone system to help you get assistance faster. The phone system was upgraded again in 2005 so you can retrieve information 7 days/week, 24 hours/day and update your account whenever it is convenient for you.

• More Self-Serve Options Online — We now have the following online services:
  • Account Balance
  • Pay your Bill
  • ebilling
  • Order a Transponder
  • One Simple Bill
  • Pre-Authorize payments
  • Set Up Annual Lease
  • Update Account Details
  • Toll calculator
  • Maps

I HAVE A PROBLEM

As transponders are the property of 407 ETR, a $50 fee (+ PST/GST) will be charged if they are lost or stolen and includes a replacement transponder if requested. If your original transponder is found or returned in good working order, we will gladly credit your account the $50 fee (+ PST/GST).

• Copy of the police report - showing the date, vehicle and plate that was lost or stolen
• Copy of an MTO declaration report - showing the date, vehicle and plate was lost or stolen
• Copy of the insurance report - showing the date, vehicle and plate was lost or stolen

If the plate is captured using 407 ETR, and it's still registered to your 407 ETR account or with MTO, the charges will be applied to your account.

• proper care and control
• ensuring the registered information is correct
• advising of changes to the plate status
• advising of changes to the registered information

As 407 ETR's system is based on billing licence plates, it's important that you keep us informed of any changes to the status of your plate. For example, tell us if you received a new licence plate, have seasonal trailers, had your vehicle/plate stolen, etc.

TRANSPONDERS

Please note, you are responsible for the transponder and all charges associated with it until we receive it. When sending it by mail, you assume the risk of loss. To avoid charges during delivery, wrap the transponder in aluminium foil. If you cannot return it in person, we also encourage you to send it by Express Post for tracking purposes.

In order to avoid additional charges to your account, we strongly recommend that you lease a separate transponder for each vehicle that you plan to use on 407 ETR. Customers who share transponders between vehicles will be responsible for any charges, including Video Toll Charges, that can result from moving around the transponder.

Additional transponders are only $1.00 per month and save you the hassle and expense of entering the highway without a transponder. Click here to get an additional family transponder online.

If you are not sharing your transponder and get a VTC, give us a call at 1-888-407-0407 and we can assist you to fix the problem.

As transponders are the property of 407 ETR, a $50 fee (+ PST/GST) will be charged if they are lost or stolen and includes a replacement transponder if requested. If your original transponder is found or returned in good working order, we will gladly credit your account the $50 fee (+ PST/GST).

• The transponder battery may be older than five years and need replacing
• You have improperly mounted the transponder in the vehicle, sending its signal into the dashboard, passenger seat and so forth
• Some cars have coated windshields that obstruct the signal. Some makes of cars will do this infrequently and some more often. Give us a call at 1-888-407-0407 and we will gladly assist you
• Drivers who typically share their transponder between vehicles are more likely to not have it in their car one day and may not notice. In this case, you will receive a Video Toll Charge and will be responsible for those charges

(For transponder users, when you exit, a properly working transponder will beep 4 times indicating the end of the trip.)

VIDEO TOLL CHARGES (VTCs)

Because there are no toll booths, the highway needs a method to charge users whether they lease a transponder or choose to drive without one. When you choose the “no transponder” option, our remarkable technology takes a picture of your licence plate. The VTC simply defrays the added costs of using this method.

Using the Video system may be the right option for infrequent users, but for regular users, leasing a transponder is always the best option. (Note: If you drive just 4 round trips per year on 407 ETR, then the total cost of a transponder is less than incurring the VTCs.

If you are not sharing your transponder and get a VTC, give us a call at 1-888-407-0407 and we can assist you to fix the problem.

Additional transponders are only $1.00 per month and save you the hassle and expense of entering the highway without the transponder. Click here to order an additional family transponder online.

CALCULATING TOLLS & FEES

Because there are no toll booths, the highway needs a method to charge users whether they lease a transponder or choose to drive without one. When you choose the “no transponder” option, our remarkable technology takes a picture of your licence plate. The VTC simply defrays the added costs of using this method.

Using the Video system may be the right option for infrequent users, but for regular users, leasing a transponder is always the best option. (Note: If you drive just four round trips per year on 407 ETR, then the total cost of a transponder is less than incurring the VTCs.)

• Law Enforcement, Fire Fighting, Ambulances
• Department of National Defence
• Vehicles bearing diplomatic licence plates

In order to obtain toll exemption for your vehicle(s), a Toll Exemption Agreement must be completed and submitted to 407 ETR for approval.

• Calculate the tolls in advance of your trip and be aware of the cost. (Click here to use our Toll Calculator)
• When the driver arrives, determine if they have a transponder and discuss the toll charges and if they add additional fees
• Instruct the driver whether to take 407 ETR and save time or take an alternative route

HOW 407 ETR BILLS WORK

Monthly Transponder Lease – You will receive a bill each month.

Annual Transponder Lease – You will receive a bill for the Annual Transporder Lease and then only for the months when 407 ETR was used.

A. For Video Users:

You will receive a bill only for the months 407 ETR was used.

A. For All Users:

If you drive just four round trips per year on 407 ETR, get a transponder and save. You can even save time each month by pre-authorizing your payments through your bank account or on your credit card (Visa, MasterCard or American Express). Call us at 1-888-407-0407 to Pre-Authorize your accounts.

WHAT IS “ONE SIMPLE BILL”

PAYING OR MAKING CHANGES TO MY 407 ETR BILL

Note: A new account is created the first time a new plate is used on the highway. When this happens, we retrieve information from the Ministry of Transportation to establish vehicle ownership and billing information. After this however, The Ministry of Transportation does not give us automatic updates for changes to your information

With direct banking, you can make your payment at a bank, ABM machine, by telephone and on the Internet as provided by your banking institution.

EBILLING

LATE PAYMENTS/COLLECTIONS

• Online – You can make a credit card payment in our secure environment, 24-hours a day. If you want to make a payment right now, simply click here.
• Pre-authorized Payment – You will continue to receive a statement of your account 10 days before the date of withdrawal. So avoid interest and collection fees and click here to sign up for pre-authorized payment today!
• Call Us – Have your credit card handy and call 1-888-407-0407.
• Visit Us – Visit us at 6300 Steeles Avenue west (just west of Highway 27) in Woodbridge. We accept cash, cheques, credit cards and bank debit cards.

And, if these easy methods don’t suit your needs, you can also pay through standard methods such as at the bank, online banking or by mail

Please note, if your licence plate has been denied and you require it today, you must pay your outstanding bill at any Ministry of Transportation (MTO) Driver and Vehicle licence Issuing Office.

PLATE DENIAL

COMMERCIAL AND BUSINESS INQUIRIES

We understand you may want to take the transponder into a rented vehicle. However, as with any sharing of transponders between vehicles, you are responsible for the charges that appear on your 407 ETR bill. Since it is unlikely the rented vehicle will have transponder fasteners on the windshield, you will not be able to mount it correctly. Therefore, Video Toll Charges may be charged to the rental car company. You are responsible to reimburse the rental car company for any such charges, including their administrative fees if any.

The Heavy Vehicle Minimum Trip Toll Charge approximates the actual tolls a heavy vehicle would be subject to for travelling 407 ETR when the transponder is only read on entry or exit. The actual toll charge will be calculated based on the per km rate from the entry point to the end of the highway or from the exit point to the beginning of the highway, up to a maximum distance representing the average trip length for the class of vehicle (31.3 km for HSU and 37.0 km for HMU).

To enhance customer service 407 ETR is eliminating heavy vehicle video minimum trips previously charged to heavy vehicle license plates. Heavy vehicle video full trips remain billable.

Therefore, to reduce Heavy Vehicle Minimum Trips and to ensure compliance with the legislation and 407 ETR policies:

• use a valid transponder;
• keep the transponder properly mounted;
• keep a clean, unobstructed and visible licence plate;
• do not remove the transponder from its mounted position on the windshield;
• do not share the transponder between vehicles; and
• keep all of your vehicles and licence plates up-to-date with 407 ETR.

OMBUDSMAN

Q. Does the Ombudsman work for the government or for 407 ETR?

Legislative Ombudsmen are established by statute, and generally report findings and recommendations to a Minister of the Crown, Provincial Legislature or Federal Parliament. .