Customer Accounts
407 ETR knows that customers want to keep their accounts in good standing. As in any other company, the revenues from operations support the continued delivery of high-quality service to customers. Therefore, good relationships with our customers are very important. Customers who keep their account in good standing avoid unnecessary fees or interest charges.
Each year drivers make millions of trips on the highway and 407 ETR sends approximately 1.5 million invoices each month. The vast majority of accounts are in good standing and are paid promptly. 407 ETR advises customers to save money by leasing a transponder. Leasing a transponder means a customer will not pay the fee for having an image of the licence plate taken and processed for billing purposes.
In addition, 407 ETR also suggests customers sign up for automated payment and paperless billing. These services allow customers to review their bill electronically and have payment automatically processed to their credit card or bank account. This method of billing and payment ensures prompt payments and ensures customers do not incur interest or other fees that come as a result of late payments.
As in the purchase of any service, customers should educate themselves on the cost of the service and plan and budget to ensure payments can be made as required. Customers can plan ahead by using the online toll calculator at www.407etr.com.
When an account is not in good standing, the unpaid balance on the account is subject to interest charges.
If an account is unpaid for more than 35 days, a customer may receive a notice that the account may be subject to “plate denial” and other fees. (Plate denial means that renewal of the sticker for the plate will be denied by the Ontario Ministry of Transportation until payment is made.) If the account continues to be outstanding for another 90 days, the customer may receive a notice that the account is in plate denial, at which point no sticker renewal can be obtained.
If customers wish to discuss their account, they may contact customer service at 1-888-407-0407. If necessary, customers can inquire about the Financial Hardship Plan through Customer Service. If the matter cannot be resolved, the customer may ask to speak with a Customer Service Advocate in the Office of the President. If the matter still remains unresolved, a customer may then request to speak to a representative in the Office of the Ombudsman.
407 ETR’s Office of the Ombudsman acts as an advocate for fairness in addressing customers’ unresolved matters. The Ombudsman reviews and investigates a customer’s concern in an unbiased and impartial manner, ensuring the procedure is fair and reasonable for both the customer and 407 ETR, and that all 407 ETR’s policies are applied on a fair basis. The Ombudsman makes recommendations based on fairness and good business practices and reports directly to the President and CEO of 407 ETR.
407 ETR also offers an Exceptional Hardship Plan to assist certain customers that have had renewal of their plate denied and are unable to pay the full amount owing. The plan is administered by the Ombudsman’s Office and allows a customer to pay an outstanding amount over a period of time, rather than all at once. Detailed eligibility criteria are available on www.407etr.com.
