Customer Service at 407 ETR continues to be the cornerstone of our promise to provide a fast, safe and reliable choice to motorists.
Standards for customer service at 407 ETR are extremely high. To support customer service excellence, 407 ETR has invested over $110 million in upgrades to customer service and the call centre.
For the last six years, the call centre located in Vaughan has answered 80% of all calls in fewer than 30 seconds. 407 ETR also has a customer service centre where customers can open an account, pick up or exchange a transponder, or review their account. For the convenience of customers, the service centre also has a ServiceOntario Kiosk.
407 ETR regularly measures customer satisfaction using an independent survey company. These surveys continue to show satisfaction with 407 ETR customer service and help maintain and improve customer service.
407 ETR sends active customers an invoice each month to provide details of their travels and information about 407 ETR services.
407 ETR’s website (www.407etr.com) provides customers the opportunity to access their account, make payments, view previous bills and update their account information, along with many other services.
It is important for customers to keep account information (address, plate and vehicle) current with both the Ontario Ministry of Transportation and 407 ETR to ensure communications reach them quickly.
407 ETR periodically offers incentives (such as free kilometres) to customers to encourage the environmental choice of paperless billing. Paperless billing customers receive an email when their bill is ready for online viewing.
The company also offers customers occasional incentives to sign up online for automatic payment. The program provides customers their statement and then allows approximately 10 days for review before their credit card or bank account is debited.
407 ETR continues to appreciate customer loyalty and has offered more than $50 million to customers as part of its “ETR Rewards” customer loyalty program. The program provides eligible customers with gas discounts and free weekend kilometres. The program is automatic and customers do not need to sign up to be included.