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THANK YOU FROM 407 ETR

IMPORTANT INFORMATION ABOUT YOUR 407 ETR ACCOUNT

  • 407 ETR wants all of its customers to enjoy a fast, safe and reliable trip each time they use the highway.
  • 407 ETR continues to meet its mandate of relieving traffic on other area highways and local roads and we thank you for making a good choice and using 407 ETR.
  • 407 ETR has invested over $1.2 billion to extend and expand the highway and meet the needs of our customers.

407 ETR – Saving you time and money

Travelling at a safe and consistent speed means that using 407 ETR saves you time and saves you money as you use less fuel. Using less fuel also reduces the environmental impact of driving.

The safety of 407 ETR is frequently noted as one of the main reasons our customers enjoy using the highway and we do our utmost to maintain our excellent safety record. Our 24 hours a day, 7 days a week safety patrols helped more than 1,700 motorists last year alone.

Satisfying all of our customers’ needs remains very important to us.

Please read this important information about how to get the most out of your 407 ETR account!

Customer Service is just a click away

Creating a web account at www.407etr.com gives you easy, 24 hours a day, 7 days a week access to your account and many online services such as changing your address, ordering a transponder, reviewing your account and making a payment. You can even use an online trip calculator to estimate the cost of your trip.

Billing Services and Account options that save time, money and the environment

407 ETR sends each customer a bill on a monthly basis. However, where a bill is undeliverable and returned to the company (and there is no new activity on the account), 407 ETR will stop mailing bills and will regularly check with the Ontario Ministry of Transportation (MTO) to confirm if a new address has been registered. When a new address is confirmed, a bill will be sent to the new address. If there is new activity (payments or use of the highway) bills will continue to be mailed to the customer’s last known address.

In addition, when an account balance remains due, but no payment or new activity on the account has occurred, 407 ETR will stop sending bills after two months. 407 ETR will then send a bill if the customer: registers a new address with MTO, makes a payment, uses the highway, or the balance due on the account reaches a specified amount. This bill, depending on the amount overdue, may then be followed with a formal notice advising the customer that their account remains outstanding and failure to pay could result in denial of the renewal of their licence plate sticker(s).

In all cases, 407 ETR will send all customers a bill to their last known address at least once per year.

Please note: It remains very important to always keep your mailing address current with both 407 ETR and the MTO.

Avoiding unnecessary fees or interest is easy

Sign up online for pre-authorized payment using your CREDIT CARD or BANK account. You will receive your statement for review approximately 10 days in advance of any payment being processed. When making a payment by credit card, customers contacting our call centre are quickly transferred to our convenient and secure automated telephone system where a payment is made using your touch-tone keypad. Using the automated system maintains the confidentiality of your credit card information. Credit card payments can also be made online through our secure website. Automated telephone or website payments are accepted 24 hours a day, 7 days a week.

Paperless billing is an environmentally friendly choice and can be requested when customers visit www.407etr.com. You will receive an email letting you know when your bill is ready for viewing and you can view previous bills at the same time. The majority of our customers have a transponder for each of their vehicles. A transponder saves you money by eliminating the Camera Charge that is billed for each trip when our systems take an image of your plate as you enter and exit the highway. A transponder pays for itself after just six trips a year on Highway 407. Get an annual lease that automatically renews for just $23.50 per year! If you need a second transponder it can be leased for just $1 per month.

Resolving customer concerns and account errors

When customers have concerns about their 407 ETR account, we want to assist as quickly as possible to resolve the matter.

Customers may visit 407etr.com, call or write 407 ETR.

If the matter is not resolved through our Customer Service Department, and a customer is sent a Notice of Failure to Pay their account, the customer may choose to formally dispute the charges on their bill within the time specified on the Notice (30 days) and 407 ETR will respond within the required time limits set by law (30 days).

In addition to the formal dispute resolution process, customers may also ask the Office of the President to review their account and, finally, customers may also make an application to the Office of the Ombudsman for a review of their account.

Overdue accounts and denial of your licence plate

Overdue accounts may result in the plate owner being denied the renewal of licence plate sticker(s) until all overdue accounts are paid. The overwhelming majority of customers will never have to be concerned with plate denial, as it is only applicable to accounts that have been outstanding for more than 150 days.

The highway is completely open access and there are no traditional congestion-causing tollbooths. Therefore, there is no way to deny credit or deny or disconnect service to the small number of accounts that become overdue. Plate denial helps ensure all customers pay their tolls and ensures the toll collection system remains fair to both customers and the company.

Notices of plate denial must be sent to your last address on record with the Ontario Ministry of Transportation (MTO).

Financial Hardship and Exceptional Hardship Plans

407 ETR wants all customers to keep their account current and plan and budget for their travel and commuting costs.

For customers unable to pay their account balance and who have been denied renewal of their vehicle licence plate sticker(s), 407 ETR offers qualified customers a Financial Hardship Plan (FHP) and an Exceptional Hardship Plan (EHP).

The Financial Hardship Plan permits qualified customers to make a down payment on their outstanding balance and enter into a payment plan to pay the balance on their account through regular monthly payments.

The Exceptional Hardship Plan can assist qualified customers that have accumulated significant outstanding tolls and fees and who would suffer exceptional hardship through the denial of the renewal of their vehicle licence plate sticker(s). The EHP may permit a customer to pay an outstanding amount over a period of time, rather than all at once.

Current rates, terms and charges

Please note that terms and conditions for accounts and services, current toll rates (including the Trip Toll Charge and Camera Charge), fees and interest rates are on each bill.Please also note that all 407 ETR charges are the responsibility of the current registered plate owner or, if there is a transponder lease agreement in place, the customer that leased the transponder is responsible for all charges billed to the transponder.

Your transponder and plate are important!

When using a transponder, please be sure it is mounted on your windshield as directed and do not move your transponder from one vehicle to another. Please also be sure your plates are clean, visible and unobstructed as required by the Highway Traffic Act. Where the entry or exit of your vehicle cannot be recorded, your account will be billed a calculated trip based on your previous travel or be billed a minimum trip. Details on calculated trips are in the FAQ section.

407 ETR continues to be a good choice!

We greatly appreciate your business and thank you for making the good choice to save time, money and the environment by travelling at a safe, consistent speed along the all-electronic and congestion-free 407 ETR.

407 International is owned by indirectly owned subsidiaries of Canada Pension Plan Investment Board (total 50.01%), Cintra Global S.E., a wholly owned subsidiary of Ferrovial S. A. (43.23%) and by AtkinsRéalis Canada Inc., formerly SNC-Lavalin Inc. (6.76%).