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Dispute Resolution

407 ETR's Commitment to Customer Service

Customer Service is a top priority at 407 ETR, both on and off the highway. In fact, we have invested millions of dollars to answer calls within 20 seconds, process account changes quickly and enhance online self-serve options.

407 ETR already has a dispute resolution process for licence plate denial and other customer service matters. However, customers who feel that their issue has not been resolved through these channels can now have their issue reviewed by the Ombudsman.

How To Resolve A Dispute

407 ETR has a thorough dispute resolution process designed to assist customers and resolve their concerns. While the Ombudsman is an important component of our dispute resolution process, it is not a shortcut or substitute for the regular channels. If you have a dispute, there are steps you must follow before contacting the Ombudsman:

  1. Please call 1-888-407-0407 and speak to one of our Customer Service Representatives (CSRs) or you can contact us via web. Please have your name, account number, licence plate number and postal code information available.
  2. If you are not able to resolve the issue with one of our CSRs, you can speak with a Customer Advocate from the Office of the President.
  3. If you are still unable to resolve your issue, you can outline your dispute in writing to 407 ETR's Office of the Ombudsman.

Please note, if you have been sent a Notice of Failure to Pay in accordance with the Highway 407 Act and you wish to dispute that notice, you are subject to the timelines in that notice and should pursue that dispute process regardless of whether you are pursuing your concerns through 407 ETR.

How The Ombudsman Can Help

If you have followed the steps outlined above, but still feel that your case has not been resolved, you can contact 407 ETR's Ombudsman.

The Ombudsman's mandate 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.

Who Is 407 ETR's Ombudsman

407 ETR's Ombudsman is Randy Luyk. As Vice President of Business Process Management, Mr. Luyk is responsible for setting the standards for the Processes, Policies and Procedures within 407 ETR. Mr. Luyk has a broad range of experience in addressing customer-related issues, from privacy (PIPEDA) to customer communications. Mr. Luyk consistently supports fair business practices that promote a positive customer experience and enhance 407 ETR's reputation.

Ombudsman Report

An annual report is prepared by the Ombudsman which summaries the activities of its office. Click here to read the latest Ombudsman's 407 ETR report.

How To Contact The Ombudsman

If you have already taken all three steps in 407 ETR's dispute resolution process and have not received a fair resolution to your issue, please contact 407 ETR's Office of the Ombudsman.

It is important to prepare adequately for quality discussions regarding your issue. We encourage customers to gather the relevant information including facts, names, dates and circumstances surrounding the issue, as well as what they would like 407 ETR to do to resolve the matter. For your convenience, please utilize the Ombudsman Contact Form, to submit your complaint. Click here to see the Ombudsman Complaint form

**Contact information is found within the Ombudsman Contact Form**