Q. What is an exceptional hardship?
A. An exceptional hardship is defined to be a situation, in which someone's health and safety may be severely compromised if transportation is not available to them as a result of denial of their vehicle plate. Financial hardship is not considered to be an exceptional hardship, and is therefore excluded.
Specific information regarding qualification and criteria for the plan can be found here.
Q. If I have multiple accounts for which I wish to apply into the EHP program, can I apply once?
A. Yes, you may apply once. Please be sure to include your filing fee ($30.00) with your application. The filing fee supports the cost of processing and adjudicating an application for Exceptional Hardship. All filing fees will be applied as a payment towards your 407 ETR account.
Please note, accounts that have not received a Notice of Plate Denial, and do not carry a minimum balance of $1,000 will not qualify for the plan.
Q. How long does it take to receive a response to my application?
A. You will receive a written response within approximately 30 days from the date of receiving your completed application form, along with payment of the filing fee through certified cheque or money order. Failure to submit a filing fee through the above noted methods will result in your application not being processed.
Q. Why does it take 30 days to receive a response?
A. Our mandate is to provide customers' the fairest decision possible. All applications are thoroughly reviewed with care and compassion, along with any supporting documentation that customers submit to prove their hardship.
Q. The application form requests supporting documentation - what kind of specific documentation are you looking for?
A. The Ombudsman's office is looking for documentation that supports or proves that you would suffer a loss that is immediate, significant and lasting. An example of this would be that a customer requires medical appointments and/or regular treatments - and relies on their vehicle, as failure to receive any necessary treatment could jeopardize their health and safety.
Q. If I have been declined, what is my next step?
A. If an applicant has been declined, please contact our customer service department at 1-888-407-0407 to inquire about a Financial Hardship Plan.
Q. May I meet with the Ombudsman to discuss my application?
A. All decisions pertaining to these matters are handled through written correspondence regarding Exceptional Hardship Payment applications.
Q. If I am accepted into the plan - does interest continue to apply on my balance?
A. No, the interest will be stopped until the plan is completed or a default occurs, at which time the interest will resume on the account, if applicable.
Q. If I am accepted into the plan - how soon can I get my sticker?
A. Once you have signed the terms and conditions of the payment plan, along with your payment package - we will then submit a request to the Ministry of Transportation to remove the denial that has been levied against your licence plate. Processing time may be up to 10 business days.
