Frequently Asked Questions

The Highway

Customer Service Assistance

I Have A Problem

Transponders

Video Toll Charges (VTCs)

Calculating Tolls & Fees

How 407 ETR Bills Work

What is “ONE SIMPLE BILL”

Paying or Making Changes to My 407 ETR Bill

Paperless Billing

Late Payments/Collections

Plate Denial

Commercial and Business Inquiries

Ombudsman

Rewards Program

Free Weekend and Sunday Kilometres

Using Your ETR Rewards Gas Savings Card

Protecting the Savings Balance on Your Gas Card

Your 407 ETR Account

Exceptional Hardship Plan FAQs

407 ETR website

407 ETR Emails

Answers to Frequently Asked Questions

The Highway

How far does the highway extend?
The highway extends 108 km (67 miles) from Brock Road in Pickering in the east to the QEW/403 interchange near Hamilton in the west. There are 198 ramps to conveniently enter or exit the highway. To see the complete interactive online map or to print a map, click here.
How much have you invested in expanding and upgrading the highway?
407 ETR is committed to making ongoing investments in the highway! Since 1999, we have invested over $1.2 billion to keep the traffic moving on Toronto’s best highway and to keep pace with the incredible demand by Toronto area drivers to use 407 ETR. Click here to see investment details.
What are your future plans to widen the existing highway?
407 ETR has contractual obligations with the Provincial government to widen the highway each year only in areas of highest congestion. However, we have widened the highway every year in excess of these contractual obligations to better serve our customers. 407 ETR’s reputation of being fast, safe and reliable has led to traffic volumes higher than expected and we want to ensure customers keep experiencing those benefits.
What are your future plans to lengthen the highway further east and west?
Hundreds-of-thousands of customers choose to use 407 ETR everyday to experience a safe, fast and reliable trip. It’s easy to understand why so many people and businesses want 407 ETR lengthened. However, any further extension of Highway 407 ETR is solely at the discretion of the Provincial government. More information on this topic is available at www.407eastea.com or by calling the MTO at 1-866-840-5529.
How does your tolling technology work?
On older toll highways, motorists wait at a toll booth to pay a collector or a machine. 407 ETR's all-electronic toll system eliminates these traffic line-ups and searching for the right change. While driving, the electronic sensors located on each overhead tower log your 407 ETR entry and exit point. There is nothing for the driver to do but keep driving. Our electronic tolling system is based on highly-advanced military technology and uses precision equipment aligned with lasers to read a transponder signal and/or take images of a licence plate – even at vehicle speeds greater than 200 km/h.

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).

Will there be help close by if my car breaks down on 407 ETR?
Safety is our top priority! For your safety and security, 407 ETR Highway Patrollers are on the road 24 hours per day, 7 days per week to support highway safety. 407 ETR is also patrolled by the Ontario Provincial Police (OPP) with the Ministry of Transportation (MTO) Enforcement Officers providing commercial inspection safety. Customers cannot directly request or dispatch a 407 ETR Highway Patroller. We recommend to customers that in case of an emergency on 407 ETR, you are to contact emergency services by dialing 911. In addition, while travelling the highway if you notice any hazardous road conditions such as debris on the highway, please contact the Ontario Provincial Police (OPP) 24 hour toll free line by dialing 1-888-310-1122.
What is the speed limit on 407 ETR?
As on other 400-series highways, 407 ETR has a posted speed limit of 100 km/h (62 miles/h).
Is speed enforcement the same on 407 ETR as on other provincial highways?
Yes. 407 ETR is patrolled by the Ontario Provincial Police (OPP) in the same way as other 400-series highways. Keeping the highway safe also includes patrols by Ministry of Transportation Enforcement Officers and 407 ETR’s Road Patrol.

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

How is the distance calculated to determine the toll?
Distance is calculated from the centre line of one interchange to the centre line of the next interchange, not from gantry to gantry.
Will I travel free if an accident or delay slows down my trip?
Unfortunately, even on Toronto’s best highway, an accident, construction or inclement weather can slow down traffic flow on occasion. Regardless of traffic conditions, all tolls and fees remain the same.
What happens if I enter 407 ETR, discover it is a toll highway and do not want to use it?
As our system is highly automated, all vehicles entering the highway without a transponder will have their licence plate image taken and a bill will be created. If you get on by mistake, the best solution is to get off at the next exit ramp and the toll fees will be minimized.

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

What are the ways I can contact you to ask questions or resolve problems?
We are pleased to serve our customers with a number of convenient options:

ONLINE: www.407etr.com

Several convenient self-service options are available.
Call:

1-888-407-0407

For hours of operation click here.

Visit:

Customer Service Centre
6300 Steeles Ave. West
Woodbridge, ON

For hours of operation click here.

Email: Email us at 407 ETR
Mail:

6300 Steeles Ave. West
Woodbridge, ON
L4H 1J1

Fax:

905-264-5315

What are all the self-serve online features I can use to manage my accounts?
We have many convenient ways for you to get the assistance you need. Click here for a complete list.
What is 407 ETR’s commitment to improving the highway and customer service?
As Toronto’s best highway, 407 ETR continues to experience growth in traffic volume and, as a result, increased demand for customer service. We are proud of the improvements we have made over the past several years, including:
  • 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 Donald Cousens Parkway Interchange.

  • In 2006 – A $90 million project was completed 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 was 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:
Can I get a map of the highway including entries and exits?
To see the complete interactive online map or to print a map, click here.

I HAVE A PROBLEM

What do I do if my transponder is lost or stolen?

If your transponder is lost or stolen, deactivate it immediately online to ensure that you do not receive future charges that are not yours. You are responsible for any charges accumulated up until the time you report your transponder as lost or stolen. Please note: If you are reporting a heavy transponder lost, you must fill out a Transponder Replacement Declaration Form. The form can be downloaded here.

To deactivate a lost transponder, follow the steps below:

  1. Log in to your 407 ETR account. If you do not have a web account, please click here.
  2. From the overview page, select "Transponders & Plates" from the left navigation menu.
  3. Click "Report Lost Transponder" from the sub-menu.
  4. Select the transponder you wish to report, and submit.
How can you help if my vehicle and/or licence plate are lost or stolen?
Call us at 1-888-407-0407 and we will request for the latest information from Ministry of Transportation on the lost or stolen plate to reclassify your licence plate as 'lost' or 'stolen' to ensure that you do not receive charges that are not yours. If you have received toll charges for a stolen vehicle/plate prior to informing 407 ETR, you will be required to provide one of the following in order to have these charges reviewed:
  • 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 a person accumulates tolls without the knowledge of the transponder holder, how can 407 ETR help the transponder holder?
Much like a credit card, you are responsible for the charges accumulated if someone else is driving your car on 407 ETR. However, if the transponder is lost or stolen, you can deactivate the transponder immediately to ensure that you do not receive future charges that are not yours. For more information on lost or stolen transponders, click here.
My van was in an accident and is being sent to the scrap yard, what do I need to do?
As 407 ETR's system is based on billing licence plates, it's important that you keep your licence plates or return them in person to the Ministry's licensing office and advise us of the change.

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.

Why am I still getting bills for a licence plate I no longer have?
Licence plates are like credit cards, in that the owner is responsible for keeping the information safe and up to date. As a 407 ETR customer, you are responsible for the following:
  • Ensuring the registered information is correct
  • Advising of changes to the plate status
  • Advising of changes to the registered information
  • Advising of changes to the plate ownership

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, sold your vehicle with plates, etc.

TRANSPONDERS

What is a transponder? How does it work? What is the cost?
Transponders are the best way to travel on 407 ETR! Click here to read all about transponders.
How do I get a transponder?
It's quick and easy! Click here for complete information about leasing a transponder.
Can I pick up a transponder for someone else?
You may pick-up a transponder for someone if you have all the proper information. You will need to have the Application to Lease a Transponder and an Authorization for Transponder Pick-up form completed and signed by the licence plate owner. The authorization form allows us to release the transponder to you. Click here for the Authorization for Transponder Pick-up form and find out all you need to know.
How do I mount the transponder in my vehicle?
Proper mounting of the transponder is very important in order to avoid Video Toll Charges. Click here to see a diagram of proper transponder mounting and you can also watch our instructional video.
How do I get additional transponder fasteners for my windshield?
We would be pleased to mail additional transponder fasteners to you at no charge.

To order fasteners, follow the steps below:

  1. Log in to your 407 ETR account. If you do not have a web account, please click here.
  2. From the overview page, select "Transponders & Plates" from the left navigation menu.
  3. Click on "Order Fasteners".
  4. Select the number of sets you need and submit.
Why am I receiving a monthly charge for a transponder - I own it?
Similar to leasing your digital cable box, all 407 ETR customers pay to lease the transponder. The nominal monthly lease or annual lease, pays for itself if you take only four round trips on 407 ETR per year.
How do I return the transponder?
Did you know that if you use 407 ETR 6 times or more per year than a transponder will save you money?

If you wish to return your transponder, you may return it by:

  1. Mail via Xpress Post to our head office at 6300 Steeles Ave. W., Woodbridge, ON, L4H1J1.

    Please note to wrap the transponder in aluminum foil if you are returning the transponder by mail, so that the courier company's charges are not billed to your account if they use the 407 ETR. Also please mail it in a bubble wrap envelope to prevent damage and avoid damage charges to your account.

  2. Drop off at our head office at 6300 Steeles Ave. W., Woodbridge, ON, L4H1J1.

    For customers wishing to drop off a cheque payment or a transponder, please note we have a secure drop-off box available 24 hours a day in front of our Customer Service Centre.

    Provided that your account balance is paid in full and that there is no further usage on the 407 ETR, your account will remain inactive and will be considered closed once the transponder has been returned.

Can I save money if I get a transponder?
Yes, regular users of 407 ETR can definitely save money. Transponder users save the Video Toll Charge per trip. So, if you plan to make more than four round trips per year, a transponder will save you money. You can save another 30% by paying your transponder lease annually instead of monthly!
Can I use my transponder in more than one vehicle?
We strongly advise all our customers not to share a transponder between vehicles. You are more likely to mount the transponder incorrectly or forget to take it in the car and end up with Video Toll Charges.

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 save you the hassle and expense of entering the highway without a transponder. Click here to get an additional family transponder online.

I drive one car in winter and another in summer – do I need two transponders?
We recommend having two transponders. Most people who have a summer vehicle tend to drive both vehicles in summer depending on the number of passengers, distance and weather. In order to avoid Video Toll Charges, we urge you to get a second transponder for the summer car and consolidate your accounts to save 50% off the additional transponder lease. Click here to order an additional transponder online.
I have a transponder – why did I get Video Toll Charges (VTCs)?
In most cases, when a transponder holder gets a Video Toll Charge (VTC) it is because the transponder was in a vehicle not registered to that transponder, or not present in the vehicle at all. This most frequently happens to customers who share their transponder between two or more cars. We encourage all customers to have one transponder per vehicle and properly mount their transponders to avoid VTCs.

If you are not sharing your transponder and received a VTC, please call 1-888-407-0407 and we can assist you to fix the problem. If you meet the pre-conditions below, you can also request charge adjustments online.

Charge Adjustment Pre- Conditions:

  • Only the Video Toll Charge portion of a trip may be adjusted
  • Only the Video toll Charges on your most recent statement may be adjusted
  • Your 407 ETR account must have an equal number of registered transponders to licence plates.

To request Video Toll Charge adjustments, follow the steps below:

  1. Log in to your 407 ETR account. If you do not have a web account, please click here.
  2. Click on your most recent statement under "Recent Activities".
  3. Click on "Request Charge Adjustment".
  4. Select your account number and click "Go".
Do all vehicles require a transponder to use 407 ETR?
Only vehicles with a gross weight or registered gross weight over 5,000 kilograms (five tonnes) are required by law to have a valid heavy vehicle transponder while driving on 407 ETR. Although lighter vehicles are not legally required to have a transponder, using one can save you money.
What happens if the transponder is lost or stolen?
If your transponder is lost or stolen, deactivate it immediately online to ensure that you do not receive future charges that are not yours. You are responsible for any charges accumulated up until the time you report your transponder as lost or stolen. Please note: If you are reporting a heavy transponder lost, you must fill out a Transponder Replacement Declaration Form. The form can be downloaded here.

To deactivate a list transponder, follow the steps below:

  1. Log in to your 407 ETR account. If you do not have a web account, please click here.
  2. From the overview page, select "Transponders & Plates" from the left navigation menu.
  3. Click "Report Lost Transponder" from the sub-menu.
  4. Select the transponder you wish to report, and submit.
Are there times when the transponder’s signal is not picked-up? Why does this happen?
Our remarkable electronic tolling system is over 99.9% accurate. But, like most technology, it is not perfect all of the time. In less than one per cent of the time, the signal can be missed. Here are the reasons:
  • 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.

(When transponder users exit the highway, a properly working transponder will beep 4 times indicating the end of the trip.)

Do I need a transponder for my motorcycle?
You are not required to lease a transponder for your motorcycle. Motorcycles are not subject to Video Toll Charges. However, you will still be responsible for the toll portion of your trip.
I tow a trailer behind with my vehicle. Do I need a transponder for my trailer?
If the vehicle towing the trailer is equipped with a valid transponder and the trailer plate is registered to the same account as the towing vehicle, you are not required to lease a transponder. You can add your trailer plate to your account online.

To add a licence plate, please follow the steps below:

  1. Log in to your 407 ETR account. If you do not have a web account, please click here.
  2. From the overview page, select "Transponders & Plates" from the left navigation menu.
  3. Click on "Add Plate".
  4. Enter your licence plate information and submit.
My transponder did not beep on a recent trip. Do I need to do anything?
When you exit the highway, you will hear four beeps to indicate a successful recording of your trip. If your transponder does not beep, that is okay. As long as your plate and transponder belong to the same account and you mount your transponder 5 to 10 cm from the top of your windshield, no action is required.
What is the cost to lease a transponder?
To view transponder lease fees click here. A transponder is a leased product that will save you money if you make at least 7 trips per year!
I want to use my transponder with a new licence plate. What do I need to do?
If the registered licence plate owner's name has not changed, you can add your licence plate online. If the registered licence plate owner's name has changed, then we recommend that person lease a new transponder in their name and return the old one. Click here to lease a transponder.

To add a new licence plate, please follow the steps below:

  1. Log in to your 407 ETR account. If you do not have a web account, please click here.
  2. From the overview page, select "Transponders & Plates" from the left navigation menu.
  3. Click on "Add Plate".
  4. Enter your licence plate information and submit.
Why did I receive a new transponder with instructions to return my old one?
407 ETR does periodic checks to determine if a transponder requires an exchange. If your transponder is selected to be exchanged, you will receive a new transponder in the mail with instructions on how to return the old transponder free of charge. We also recommend that you log in to your web account regularly. If your transponder is nearing the end of it's life expectancy, you will be alerted to exchange it for a new one.

VIDEO TOLL CHARGES (VTCs)

What are Video Toll Charges (VTC) and why does 407 ETR charge them?
407 ETR is the world’s first all-electronic, open access toll highway, relieving congestion on other Greater Toronto Area highways and roads while saving customers time and money.

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.)

I have a transponder – why did I get Video Toll Charges (VTCs)?
In most cases, when a transponder holder gets a Video Toll Charge (VTC) it is because the transponder was in a vehicle not registered to that transponder, or not present in the vehicle at all. This most frequently happens to customers who share their transponder between two or more cars. We encourage all customers to have one transponder per vehicle and properly mount their transponders to avoid VTCs.

If you are not sharing your transponder and received a VTC, please call 1-888-407-0407 and we can assist you to fix the problem. If you meet the pre-conditions below, you can also request charge adjustments online.

Charge Adjustment Pre- Conditions:

  • Only the Video Toll Charge portion of a trip may be adjusted
  • Only the Video toll Charges on your most recent statement may be adjusted
  • Your 407 ETR account must have an equal number of registered transponders to licence plates

To request Video Toll Charge adjustments, follow the steps below:

  1. Log in to your 407 ETR account. If you do not have a web account, please click here.
  2. Click on your most recent statement under "Recent Activities".
  3. Click on "Request Charge Adjustment".
  4. Select your account number and click "Go".
Can I use the transponder in more than one car?
We encourage all our customers to not share transponders between vehicles. In order to avoid additional charges to your account, we recommend that you lease a separate transponder for each vehicle that you plan to use on 407 ETR. 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 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

What are your toll rates?
Our rates are set to be both affordable and to ensure that the highway does not get congested. Click here to see our toll rate charts.
How is the distance calculated to determine the toll?
Distance is calculated from the centre line of one interchange to the centre line of the next interchange, not from gantry to gantry.
What are Video Toll Charges and why does 407 ETR charge them?
407 ETR is the world’s first all-electronic, open access toll highway, relieving congestion on other Greater Toronto Area highways and roads while saving customers time and money.

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.)

What is an Account Fee and how is it charged?
This applies only to vehicles without a transponder. In any month when you use the highway and a bill is generated, an Account Fee is charged. In a month when you have no 407 ETR trips, there will be no bill sent and no Account Fee will be charged to your account.
Are there any vehicles that do not have to pay tolls?
The following vehicles may be exempted from tolls:
  • 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.

Do out-of-province users also have to pay tolls?
By law, all users of the highway are responsible to pay for usage, including out-of-province and U.S. customers.
If I take a taxi or limo on the highway, how does the driver know how much to add to the bill?
It is up to you and the driver to discuss the tolls. The vehicle may or may not have a transponder and the distance you travel will determine the toll charges. We recommend:
  • 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.
If a passenger vehicle pulls a trailer that increases the vehicle weight to over 5,000 kilograms, does the light vehicle rate apply?
No. When pulling a trailer that brings the weight of the vehicle to over 5,000 kilograms, heavy toll rates apply.
If I return my transponder, is the activation fee refundable?
The Transponder Activation Fee is not refundable, but your monthly transponder lease will cease starting the following month after it has been received.
I drive a light vehicle and I see a calculated trip on my bill. What is it?
Calculated trips are rare and appear on invoices when either the entry or exit of your trip is not captured by our systems.
  • For light vehicles equipped with a transponder the trip will be calculated based on previous trips made using that transponder and is based on the median distance of the last 10 trips taken with the transponder in the preceding 72 days.
When a calculated trip appears on the invoice it will be marked with an asterisk(*).
What is a Flat Toll? When is a Flat Toll applied?
Flat Tolls are rare and appear on invoices when either the entry or exit of your trip is not captured by our systems and a sufficient trip history has not been established.
  • For light vehicles without a transponder, a Light Video Flat Toll will apply.
  • For heavy vehicles with a transponder where there are fewer than 10 trips recorded for that transponder over the past 72 days, or more than 25% of trips did not accurately record either the entry or exit point, a Heavy Vehicle Flat Toll will apply.
To help avoid flat tolls, please mount transponders as recommended and When a calculated trip appears on the invoice it will be marked with an asterisk(*).

HOW 407 ETR BILLS WORK

How often will I be billed?

For transponder users:

Monthly Lease - You will receive a bill each month.

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

For all users:

If you drive just three round trips per year on 407 ETR a transponder will help you save. To order a transponder, click here. You can even save time each moth by pre-authorizing your payments through your bank account or on your credit card (Visa, Master Card or American Express).

To set up pre-authorized payment, please follow the steps below:

  1. Log in to your 407 ETR account. If you do not have a web account, please click here.
  2. Click on "Account Settings" on the left navigation menu and select "Pre-Authorize Payment".
  3. Enter your credit card or banking information and submit.
Why do I have to notify you when I change my address? Don't you get that information automatically?
The Ministry of Transportation does not automatically update us when their records change. We depend on our customers keeping us up-to-date as do other companies with whom you do business. It is critical that you do this to avoid the hassles of not receiving your bills, and being charged interest and placed into collections for bills sent to the wrong address. To update your address right now, please click here.
If someone else in my household pays the bills, can I change the name on the account to their name?
The name on the account must remain that of the registered plate owner. Although you cannot change the name on the account, you can designate another individual to be an authorized account contact. This allows them to access and administrate your account. This can be done online.

To authorize an account contact, please follow the steps below:

  1. Log in to your 407 ETR account. If you do not have a web account, please click here.
  2. Click on "Account Settings" in the left navigation menu.
  3. Click "Edit Alternate Contacts".
  4. Enter the name of the person you are authorizing and submit.
If I give another person authorization on my account, what kind of control will they have over my account?
By authorizing another person on your account, you allow that person to have complete access to your account information. Complete access includes the ability to obtain trip details and update credit card or address information. However, they will not be able to sign a transponder lease, consolidation form or other agreements on your behalf.

WHAT IS “ONE SIMPLE BILL”

What is “One Simple Bill”?
Why not do what thousands of other 407 ETR customers have done – consolidate all your accounts onto “One Simple Bill”. Receive only one bill per month and pay just one Account Fee. All trips are itemized under each plate and transponder for easy viewing. It’s convenient, easy and saves you money!
How do I consolidate my accounts?
It's easy! Now you can consolidate your accounts online.
  1. Log in to your 407 ETR account. If you do not have a web account, please click here.
  2. From the overview page, click on "Account Settings" in the left navigation menu.
  3. Click on "Consolidate Accounts".
  4. Select the account you wish to be the primary account.
  5. Enter the secondary account information in the fields provided and submit.

PAYING OR MAKING CHANGES TO MY 407 ETR BILL

How can I pay my 407 ETR bill?
You can pay your bill in several convenient ways:

Online – You can make a credit card payment in our secure environment, 24/7. If you would like to make a payment right now, simply click here to log in to your web account.

Pre-authorized payment – You will continue to receive a statement of your account 10 days before the date of withdrawal. Avoid interest and collection fees and sign up for pre-authorized payment by clicking here.

Financial institution – You can make a payment through your financial institution's online banking, telephone banking or at the the teller using your 407 ETR account number.

Mail – Cheques can be mailed to:
407 ETR
P.O. Box 407, Station D.
Scarborough, ON
M1R 5J8

Call us – Have your credit card handy and call 1-888-407-0407.

In person – Visit us at 6300 Steeles Avenue West (just west of Highway 27) in Woodbridge. We accept cash, cheques, credit cards and bank debit cards.

How can I fix incorrect account information on my bill?
If you move or change your vehicle plate, we rely on you to keep us up-to-date, same as you would any other service provider. The most convenient way to update your information is to click here to update us online. Alternatively, you can call 1-888-407-0407 or email us your new information.

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

How can I conveniently check my account balance, payment history or change my account information?
The easiest way is right now, online. Click here to check your account. Alternatively, call 1-888-407-0407 on any day at anytime and follow the automated prompts.
Can I choose my own monthly billing date?
Unfortunately not. There are multiple billing dates each month and you will be placed into one of these dates automatically by our system, according to when you first drive on the highway. You will receive a bill dated for this day each month.
Is 407 ETR included in direct banking services offered by most banks?
Yes. The most convenient way to pay your bill is by pre-authorization through your bank account or credit card (Visa, MasterCard or American Express). To pre-authorize now, please click here.

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.

PAPERLESS BILLING

What is Paperless Billing?
In an effort to provide customers choice and flexibility, we offer two forms of Paperless Billing:
  • Direct from 407 ETR: You can sign up for an online account directly through our website. With a 407 ETR account you're now able to view your current and past bills, view any outstanding balance, and update all your vital information, such as licence plate, vehicle, and contact information. This service will notify you monthly via email when your bill is ready for viewing. It also offers convenient payment options you can use for one-time payments as well as recurring debit and credit card payments. You can sign up for an online account right now by clicking here.
  • From epost™:Thousands of people have chosen epost as a means to view and pay their bills online. Through epost partnerships with Canadian financial institutions, you can view your bills directly via your bank website - an easy way to manage your funds, and pay your bills at the same time. Visit www.epost.ca to sign up today!
  • What are the benefits of signing up for Paperless Billing?
    Paperless Billing saves you time because there is no need to write a cheque, go to a post office, mailbox or bank machine. It also saves you money by avoiding potential bank transaction fees, postage or interest on late payments. Paperless Billing also helps the environment by reducing the use of paper, and extra drives to the bank or post office. Click here to read more.
    When I sign up for Paperless Billing, will my billing date or account number change?
    No. Your account number and billing date will not change. On your billing date, an email will notify you that your bill is available to view and pay online – without all the paper.
    With Paperless Billing, will I be able to view previous bills?
    Yes, you can save all your bills online for up to seven years from the time you sign-up.

    LATE PAYMENTS/COLLECTIONS

    What are the procedures for collecting on overdue accounts?
    Accounts overdue more than 90 days may be sent to a collection agency and are subject to a Collection Fee. While following a fair and thorough process for collection, these accounts may be sent to the Ministry of Transportation (MTO) for collection through Plate Denial. Click here to read more about Plate Denial.
    What is the interest rate for paying invoices late?
    Our effective annual rate of interest is 26.82%, which is similar to department store credit cards.
    How do I pay my outstanding balance?
    You can pay your bill in several convenient ways:
    • 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.

    My account balance is very large. I cannot pay this off all at once. Can I make partial payments?
    We will always try to accommodate our customers who are experiencing exceptional financial hardships. Call us immediately at 1-888-407-0407 and our customer service representative will advise you on a payment plan.

    PLATE DENIAL

    I received a “Notice of Failure to Pay (Section 16 or Section 22 Notice)” – what does this mean?
    Section 16 Notice and Section 22 Notice are legal notices related to Plate Denial. We encourage you to click here for details about Plate Denial and next steps available to you.
    My licence plate has never been on 407 ETR, why is its renewal being denied?
    While a vehicle with licence plates currently registered in your name may not have travelled on Highway 407 ETR, a vehicle with licence plates registered in your name travelled on Highway 407 ETR at some time and incurred toll and other charges that have not been paid. These plates currently may be in an unattached or expired status. In such circumstances, the Registrar of Motor Vehicles is required to refuse to renew another single vehicle permit issued to you and/or issue a vehicle permit to you.
    Why would the Registrar transfer an old debt to my current plate?
    Where a licence plate associated with a customer's unpaid 407 ETR account becomes unattached from the vehicle or expired, the Registrar of Motor Vehicles is required to refuse to renew another single vehicle permit issued to the same customer and/or issue a vehicle permit to that customer.
    Once I have paid my account in full, how do I reverse Plate Denial?
    Once your account is paid, we will gladly inform the MTO. Please click here for details about Plate Denial.

    COMMERCIAL AND BUSINESS INQUIRIES

    How does billing work if I drive on 407 ETR in a rental car?
    If a rental car goes on 407 ETR, the rental car company (as the owner of the vehicle) will be sent a bill. It is completely up to the car rental company to decide how to bill the toll charges and/or their additional administrative fees to the user of the vehicle.

    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.

    How does billing work for a car with dealer plates?
    Dealer plates are treated exactly the same as any other licence plate. If a transponder is not used or not mounted correctly, the registered owner of the licence plate is responsible for all tolls and fees.
    How does 407 ETR distinguish a “single” heavy unit from a “multiple” heavy unit?
    A Heavy Single Unit Vehicle has a gross weight or registered gross weight over 5,000 kilograms (five tonnes). A Heavy Multiple Unit Vehicle is a truck or tractor that has a gross weight or registered gross weight over 5,000 kilograms (five tonnes) with one or more trailers.
    Is interest paid on the security deposit required for business accounts?
    The security deposit does not earn interest, nor will it be held in a separate account or in trust or be considered trust money. Your security deposit will be returned to you after the transponder(s) have been returned and the account has been paid in full.
    Flat Toll charges are on my bill, what's that for and why did I get them?
    Previously, heavy vehicles were charged a "Minimum Trip" when an entry transaction was captured without a matching exit transaction, or visa versa. Now, a Heavy Vehicle Minimum Trip Toll Charge ("Flat Toll") applies to each class of heavy vehicles, is charged based on time of day and is based on distance up to the following:
     
    Heavy Single Unit (HSU) Heavy Multiple Unit (HMU)
    Peak: Peak:
    Off-peak: Off-peak:

    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 licence 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

    Does the Ombudsman work for the government or for 407 ETR?
    407 ETR, much like other private organizations, has a corporate Ombudsman's Office that reports to the CEO. The role of the corporate Ombudsman is to objectively investigate complaints against the organization, once the dispute resolution process has been exhausted, and make recommendations to the organization in order to resolve the problem.

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

    What is the purpose of the Office of the Ombudsman?
    The purpose of the Office of the Ombudsman is to act as an advocate for fairness and to address customers' unresolved issues or concerns related to customer service matters. The Ombudsman will review a customer's concern in an unbiased and impartial manner, ensuring the procedure is fair and reasonable to both the customer and 407 ETR. The Ombudsman will address customer concerns and make recommendations based on fairness and good business practices.
    Will the Ombudsman negotiate a settlement on my 407 ETR account?
    The Office of the Ombudsman does not engage in settlements or in matters that are in legal proceedings.
    If I am not happy with the resolution that I have received from your office – what is my next step?
    Since the Office of the Ombudsman investigates complaints and makes recommendations only after all other dispute resolution processes have been exhausted, the Office of the Ombudsman is the final avenue of appeal within 407 ETR. All decisions are final and binding.

    The Rewards Program

    What is ETR Rewards?
    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. The program phases extend from February to July, and August to January. 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.

    How did I qualify for ETR Rewards?
    You earned it - and it is 407 ETR’s way of thanking you. It is based on your use of the highway. To earn ETR Rewards, you must be a personal customer, use a valid transponder, have no outstanding account balance greater than 30 days and have travelled more than an average of 400 transponder kilometres per month on 407 ETR.
    What are the qualifications for each tier?
    There are three 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 - 900 - 1,499 km
    • Tier 3 - 400 - 899 km
    What are transponder kilometres?
    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.
    Is there a way to identify transponder kilometres on my 407 ETR bill?
    Transponder trips can be easily identified on your bill because those trips will be listed under your transponder number. Once you've identified those trips, the distances travelled for those trips can be added together to determine the total number of transponder kilometres.  
    Why did my tier change?
    Your tier changed because the number of transponder kilometres you travelled either increased or decreased.
    Is it possible to move up a tier?
    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. 
    How can I move up a tier?
    For customers to move up a tier, they must continue to use a valid transponder, pay their 407 bill within 30 days and drive the highway more often. For example, if you commute to and from work on 407 ETR, five days a week, and your average trip is 20 transponder kilometres, this adds up to 800 transponder kilometres a month, which means that you qualify for Tier 3. However, if you take only two additional 20 transponder kilometre trips per week, you could move up a tier and qualify for Tier 2. 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.
    If I am enrolled in a phase of ETR Rewards, am I in the program for the full six months?
    A customer remains in the program for the full six months as long as their 407 ETR account doesn't go into collections or their plate renewal hasn't been sent to the Registrar of Motor Vehicles to be denied. If either of these situations occurs, the customer will immediately be removed from the program.  

    Free Weekend and Sunday Kilometres

    Do I need to do anything to get the free kilometres?
    No. Free kilometres will automatically be applied to your account and noted on your monthly 407 ETR bill. Look for your savings and the 407 ETR Rewards logo on your monthly bill.
    If I don't use all my free kilometres in one month, can I carry them over to the next month?
    No. Free kilometres will not accumulate from month to month and can only be used during your monthly billing cycle.

    Using Your ETR Rewards Gas Savings Card


    Is there anything I have to do before I start using my new gas card?
    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. 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.
    How will my gas card be reloaded each month? Is there anything I have to do?
    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 each month as long as your card has been used. 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 three 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.

    What does "reload" mean?
    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 10 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.
    If I don't use all my litres of gas each month, can I accumulate them?
    Yes. You can accumulate your gas savings from month to month, if you have used your gas card at least once. However, you are not entitled to retroactive reloads.
    What happens if I use up all the value on my gas card in one month?
    Be sure to keep your gas card as you will receive automatic reloads of value on the second day of each month.
    I never purchase gas from Petro-Canada. Am I the only person who can use the ETR Rewards Gas Savings Card?
    Anyone can use your gas card. If you don't plan on using it, pass it on to a family member or friend so they can enjoy the savings.
    When does my gas card expire?
    Your ETR Rewards gas card does not expire.

    Protecting the Savings Balance on Your Gas Card


    What is Balance Protection?
    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.

    What happens if my gas card is lost, stolen or damaged?
    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.

    Who do I contact if I have questions about my gas card balance or how to use the card?
    Go to www.petro-canada.ca/preferred or call Petro-Canada at 1-800-668-0220.

    Your 407 ETR Account

    How does the program work if I have consolidated accounts?
    Your free kilometres will appear as savings on your One Simple 407 ETR Bill. As all consolidated accounts are included in the primary account's bill, they too will benefit from these savings as they reduce the overall dollar amount due.
    What happens if I deconsolidate my accounts during the program?
    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.
    What happens if I consolidate a new account during the program?
    If you add a new account during the program, it will be included on the same One Simple 407 ETR Bill on which your free kilometres appear.
    What happens if I get a new car during the program?
    To help us serve you better, it is important to keep 407 ETR up to date with any changes to your vehicle and licence plates. You can update your vehicle information or add new licence plates online.

    To add a new licence plate, follow the steps below:

    1. Log in to your 407 ETR account. If you do not have a web account, please click here.
    2. From the overview page, select "Transponders & Plates" from the left navigation menu.
    3. Click on "Add Plate".
    4. Enter your licence plate information and submit
    Have you given Petro-Canada any of my personal information? Are they going to start contacting me directly?
    No. 407 ETR respects the privacy of your personal information and we protect its confidentiality. We have not provided, nor will we provide, Petro-Canada with any of your personal information and we do not trade or sell our customers' personal information to any businesses. You can decide whether to register for Balance Protection and by doing so, you may choose to provide Petro-Canada with your personal information.

    ™ Trademark of Suncor Energy Inc. Used under licence.  Petro-Canada is a Suncor Energy business.

    Exceptional Hardship Plan FAQs

    What is an exceptional hardship?
    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.

    If I have multiple accounts for which I wish to apply into the EHP program, can I apply once?
    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.

    How long does it take to receive a response to my application?
    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.
    Why does it take 30 days to receive a response?
    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.
    The application form requests supporting documentation - what kind of specific documentation are you looking for?
    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.
    If I have been declined, what is my next step?
    If an applicant has been declined, please contact our customer service department at 1-888-407-0407 to inquire about a Financial Hardship Plan.
    May I meet with the Ombudsman to discuss my application?
    All decisions pertaining to these matters are handled through written correspondence regarding Exceptional Hardship Payment applications.
    If I am accepted into the plan - does interest continue to apply on my balance?
    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.
    If I am accepted into the plan - how soon can I get my sticker?
    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.

    407 ETR website

    What browsers do you support?
    We support Internet Explorer v7 and up, including v8, Firefox v3 and up, and Safari v4 and up. We also support the current version of Chrome. We do not support Internet Explorer v6 due to it's poor support for modern internet and security standards. Nor do we support any version of Netscape. In terms of mobile browsers, we support iPhone & iPad (iOS 4). In coming months we will support Android v2.1 and up.

    407 ETR Emails


    407 ETR communicates electronically with customers through two channels: transactional emails and marketing emails.

    What is a transactional email?
    When you complete a transaction at www.407etr.com, a transactional email is auto-generated and sent as a confirmation of the transaction.
    What is a marketing email?
    From time to time, 407 ETR will send marketing emails to inform customers of discounts, promotions and special customer offers.
    How can I subscribe to marketing emails?
    You can subscribe to marketing emails by clicking here and managing your email preferences in your web account.
    How can I unsubscribe from 407 ETR emails?
    To unsubscribe to a marketing email, simply click the unsubscribe option at the bottom of any email you receive. Please note: when you unsubscribe, you will no longer receive any emails about contests, special discounts, promotions and customer offers from 407 ETR. You can also unsubscribe from marketing emails by clicking here and managing your email preferences in your web account. Note: you cannot unsubscribe from transactional emails.