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Answers to Frequently Asked Questions
Q. What is an Anonymous Account?
A. An Anonymous Account is available for 407 ETR customers (light vehicles only, except motorcycles and vehicles equipped with a metallized windshield) who do not wish to be identified by name.
If you choose an Anonymous Account:
- no personal information is provided;
- no statement or bill will be sent to you;
- a transponder will be used to identify your trips;
- you will be required to make an initial payment into an anonymous cash account from which 407 ETR charges will automatically be deducted by 407 ETR.
Q. Does an Anonymous Account cost more than other accounts?
A. No, an anonymous account costs exactly the same as other transponder accounts. However, because there is no record of who you are, 407 ETR charges and the transponder security deposit must be prepaid.
Q. How do I open an Anonymous Account?
A. You must open an account, in person, at the 407 ETR Customer Service Centre.
An initial payment for the following is required:
- $57.50 security deposit (per transponder) (refundable upon return of the valid transponder);
- $200.00 for initial prepayment for 407 ETR charges.
Q. How am I billed?
A. You will not be billed. Instead, 407 ETR charges will be taken from your pre-paid cash account by 407 ETR on a monthly basis.
Q. How will I know when to replenish my anonymous account; how does the transponder work?
A. The transponder has three lights (green, yellow, red) and a beeper. When you exit the highway, the transponder will signal one of the following responses:
- A green light and four beeps indicates a successful transaction;
- A yellow light and one beep indicates that the balance of the toll account has dropped below the warning threshold (initially set at $100.00);
- A red light and one beep indicates that there are no funds left in the anonymous account or there may be a problem with the transponder. At this time, anonymity can no longer be guaranteed for all trips. Contact a 407 ETR Customer Service Representative as soon as possible.
Q. How do I make payments into my Anonymous Account?
A. Anonymous Accounts must be prepaid in order to maintain anonymity.
Payment slips preprinted with your account number will be provided.
Payment can be made by cash, cheque, money order, debit card, credit card, or through a third party. However, if personal information is disclosed during the payment process (cheque, credit card or debit card), anonymity may be lost. Cash is the only payment method to maintain complete anonymity.
Your anonymous account number and transponder serial number are the only means of identifying your account for payment or other inquiries.
Q. Where can I make payments into my Anonymous Account?
A. Payments can be made at the 407 ETR Customer Service Centre or at most chartered banks or trust company, using a preprinted payment slip. Please note that you cannot make payment at a Ministry of Transportation, Drivers and Vehicles Licence Issuing Office.
Q. Do I always have to make a fixed value payment when it is time to replenish my Anonymous Account?
A. No, you can choose to make any amount of payment. You may wish to change the amount depending on your past experience or anticipated use. A smaller payment amount will increase the number of times that you have to make payments, while a larger payment amount will decrease the number of times. It is simply a matter of convenience; there is no need to notify the 407 ETR Customer Service Centre of the payment amount you choose to make. If you wish, the Customer Service Centre can review your past charges and assist you in determining a suitable payment amount.
Q. What happens if I don't make payments into my Anonymous Account on time?
A. If your account falls below $0.00, it will be in default. As with any account in default, your transponder will be deactivated, the security deposit will be cashed and 407 ETR’s standard collection processes will begin.
If you use the highway while your account is in default, the toll system roadside equipment will take a video image of the rear licence plate of the vehicle in use at the time. The billing system will then process the vehicle as a non-transponder vehicle and the registered licence plate holder will receive an invoice in the mail.
Q. What happens if I forget or lose my Anonymous Account number?
A. Either bring your transponder to the 407 ETR Customer Service Centre or phone customer service at 1-888-407-0407. The transponder can be used to identify your account.
Note: As an anonymous account holder, there is no method of verifying who the transponder lessee is. If the transponder is lost or stolen, whoever has possession of it can return it for a full refund of the toll account balance and transponder deposit.
Q. How do I cancel my Anonymous Account?
A. Return the valid transponder to the 407 ETR Customer Service Centre and provide the anonymous account number for a full credit of the balance in the account as well as the transponder security deposit. Please note that whoever returns the transponder, and knows the account number, will receive the refund since the actual account holder cannot be personally identified.
Allow three business days to process all trips to the account.
Q. Is the Anonymous Account transponder different from the other transponders?
A. No. It is the Anonymous Account that sets it apart.
Q. How will I be notified of changes in toll rates or other charges?
A. 407 ETR charges can be found at www.407etr.com. If at any time, you have questions about rates, or your account, you can call a Customer Service Representative at the 407 ETR Customer Service Centre and request information.
Q. What happens if my transponder is lost or stolen?
A. Report it to the 407 ETR Customer Service Centre immediately. You will need to know your account number. After you report that it is lost or stolen, it will be deactivated and the system will no longer debit your account. If the transponder is used after it is reported stolen or lost, the toll system will identify the vehicle and invoice toll charges to the holder of the vehicle licence plate. The $57.50 security deposit will be applied to your account to cover the replacement fee.
Note: As an anonymous account holder, there is no method of verifying ownership. Unless reported lost or stolen, whoever has possession of the transponder can return it for a full refund of the toll account balance and transponder security deposit.
Q. What if I want more than one transponder?
A. Each anonymous account can have just one transponder associated with it. If you require more than one transponder, you will have to open a separate account.
Q. Can I use the transponder in any other vehicle?
A. Yes, but only in vehicles weighing 5 tonnes and less, and excluding motorcycles and vehicles equipped with a metallized windshield. By legislation, vehicles with a Registered Gross Vehicle Weight or Gross Vehicle Weight over 5 tonnes must carry a heavy vehicle transponder, which is different from the one used by anonymous account holders.
Q. Are there any situations under which I could lose my anonymity?
A. You can lose anonymity under the following conditions:
- The account balance falls below zero;
- The transponder is reported lost or stolen, or it is damaged, abused or malfunctioning;
- The transponder is not installed properly or has been installed in a vehicle equipped with a metallized windshield (call the 407 ETR Customer Service Centre for more information);
- The transponder is used in a vehicle with a Registered Gross Vehicle Weight or Gross Vehicle Weight exceeding 5 tonnes.
- While every effort is made to ensure system accuracy, there may be occasions when the roadside equipment takes a video image of a vehicle equipped with a transponder linked to an anonymous account.
- If required by law under Search Warrant, or other instrument, pursuant to a criminal investigation.
Q. If I lose my anonymity, how does 407 ETR know who I am?
A. If any of the above conditions occur, the highway’s licence recognition system will be activated and a video image of the rear licence plate will be taken. At that point, a bill will then be sent out in the mail to the registered plate holder.
Q. How do I get questions about my Anonymous Account or my highway usage answered?
A. Contact the 407 ETR Customer Service Centre at 6300 Steeles Avenue West, Woodbridge, Ontario, L4H 1J1, or call a Customer Service Representative at 1-888-407-0407, providing your anonymous account number.
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