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Answers to Frequently Asked Questions
The Program
| Q. What is ETR Rewards? |
A. ETR Rewards is an innovative rewards program created by 407 ETR to thank its most-valued personal customers. It is a multi-year program that is divided into phases of six-month duration. Phase 3 will run from February 1, 2008 to July 31, 2008 . At the end of each phase, customers will be advised of their tier status for the next phase of the program.
The more transponder kilometres a customer travels on 407 ETR, the more they will be rewarded. Unlike other rewards programs, there is no membership fee or sign-up process for ETR Rewards. For each program phase, customers will automatically be enrolled in a tier based on the number of transponder kilometres they have driven during the qualifying period and their demonstration of excellent payment behaviour.
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| Q. How did I qualify for Phase 3? |
A. You earned it - and it is 407 ETR’s way of thanking you. It is based on your use of the highway from June 1, 2007 to November 30, 2007 . To earn ETR Rewards, you must be a personal customer, use a valid transponder, have no outstanding account balance greater than 35 days and have travelled more than an average of 400 transponder kilometres per month on 407 ETR during the above six-month period.
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| Q. What are the qualifications for each tier? |
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A. There are four tiers in the program, which are based on the average number of transponder kilometres driven on 407 ETR each month.
- Tier 1 – equal to or greater than 1,500 km
- Tier 2 – 1,000 – 1,499 km
- Tier 3 – 700 – 999 km
- Tier 4 – 400 – 699 km
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| Q. What are transponder kilometres? |
A. These refer to kilometres driven with a valid transponder. Trips processed with a transponder are added together to determine the total distance travelled. This total is referred to as transponder kilometres. Trips taken without a transponder are not included.
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| Q. Why did my tier change? |
A. Your tier changed because the number of transponder kilometres you travelled from June 1, 2007 to November 30, 2007 either increased or decreased compared to the number you travelled during the qualification period for Phase 2 of ETR Rewards.
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| Q. Is it possible to move up a tier? |
A.Yes, it is possible to move up a tier for the next phase of the program. Customers will be assessed every six months to determine if they qualify for the program and if so, for which tier. The qualification period for Phase 3 is June 1, 2007 to November 30, 2007 while the qualification period for Phase 4 will be the following six-month period.
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| Q. How can I move up a tier? |
A.For customers to move up a tier, they must continue to use a valid transponder, pay their 407 bill within 35 days and drive the highway more often. For example, say you commute to and from work on 407 ETR, four days a week, and your average trip is 20 transponder kilometres. This adds up to 640 transponder kilometres a month, which means that you qualify for Tier 4. However, if you take only one additional 20 transponder kilometre trip per week, you could move up a tier and qualify for Tier 3. Another way to move up a tier is by combining all the 407 accounts in your household into One Simple 407 ETR Bill so that all the transponder kilometres are combined together.
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Free Weekend and Sunday Kilometres
Using Your ETR Rewards Gas Savings Card
| Q. Is there anything I have to do before I start using my new gas card? |
A. No. For your convenience, there is no activation process so you can start using your gas card right away to save on your next Petro-Canada* gas purchase. Your card must be used by February 29, 2008 to have value automatically loaded onto it on the second day of March, April, May, June and July 2008. Start using your card as soon as you receive it to ensure you receive new savings each and every month, for the next five months.
Customers are not entitled to retroactive reloads. For example, if you use your card for the first time in April 2008, you will only be eligible for reloads of value in May, June and July 2008. In this case, you cannot receive the value you missed in March and April.
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| Q. How will my gas card be reloaded each month? Is there anything I have to do? |
A. Use your ETR Rewards Gas Savings Card as soon as you receive it to ensure you maximize your savings each month. The gas card will automatically be reloaded with value on the second day of March, April, May, June and July 2008 as long as your card has been used at least once by February 29, 2008 . After that, simply enjoy your savings and trips.
Please note, if a card has been used at least once during a program phase, but then not used again for a consecutive period of six months, it will receive no further reloads of value. However, an inactive, eligible card can resume receiving monthly reloads as soon as it is used again.
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| Q. What does “reload” mean? |
A. Reload means that your gas card will automatically be reloaded with the monthly value for your current tier. For example, each month customers in Tier 1 will receive a savings of 9 cents per litre on 150 litres of Petro-Canada gas. This value will be added to any balance remaining on the card from the previous month. For more details on the gas savings allowed by your tier, see the chart in the enclosed letter.
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| Q. When does my gas card expire? |
A. Although the last reload of value for Phase 3 of ETR Rewards will be on July 2, 2008 you can use any remaining balance on your gas card until the card expires on January 31, 2012 . As well, you may be eligible for more reloads of value in later phases of ETR Rewards. So, be sure to keep your ETR Rewards Gas Savings Card.
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Protecting the Savings Balance on Your Gas Card
| Q. What is Balance Protection? |
A. Balance Protection is a free card benefit offered by Petro-Canada to ETR Rewards customers. If you lose your gas card, or it is stolen or damaged, the outstanding balance on the card is protected from the moment you inform Petro-Canada that you need a replacement card.
Registering for Balance Protection is easy, and it’s free. Register your gas card with PETRO-POINTS by going to www.petro-canada.ca/preferred or by calling 1-800-668-0220.
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| Q. What happens if my gas card is lost, stolen or damaged? |
A. If you have Balance Protection, notify Petro-Canada immediately by going to www.petro-canada.ca/preferred or calling 1-800-668-0220 between 8:00 am and 8:00 pm. If you don’t have Balance Protection, call 407 ETR immediately at 1-888-407-0407.
In either situation a new replacement card will be sent to you and your old card will be cancelled and will no longer be available for use.
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Your 407 ETR Account
| Q. What happens if I deconsolidate my accounts during the program? |
A. If you deconsolidate any accounts during the program, the secondary accounts will be removed from the program. However, the primary account and each secondary account will be assessed on an individual account basis as part of the next regularly scheduled six-month eligibility review.
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| Q. What happens if I get a new car during the program? |
A. To help us serve you better, it’s important to always keep 407 ETR up to date with any changes to your vehicle and licence plates. If you get a new vehicle, a second vehicle or a new plate, please contact 407 ETR customer service at 1-888-407-0407 to add it to the program.
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Additional Benefits for ETR Rewards Customers
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* Marque de commerce de Petro-Canada – Trademark. Utilisée sous license – used under license.
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