FAQ
The Highway
- How far does the highway extend?
- How much have you invested in expanding and upgrading the highway?
- What are your future plans to widen the existing highway?
- What are your future plans to lengthen the highway further east and west?
- How does your tolling technology work?
- Will there be help close by if my car breaks down on 407 ETR?
- What is the speed limit on 407 ETR?
- Is speed enforcement the same on 407 ETR as on other provincial highways?
- How is the distance calculated to determine the toll?
- Will I travel free if an accident or delay slows down my trip?
- What happens if I enter 407 ETR, discover it is a toll highway and do not want to use it?
- I would like to receive a map of the highway.
- Traffic congestion slowed my trip today. Is anything being done to ease congestion?
Customer Service Assistance
- What are the ways I can contact you to ask questions or resolve problems?
- What are all the self-serve online features I can use to manage my accounts?
- What is 407 ETR's commitment to improving the highway and customer service?
- Can I get a map of the highway including entries and exits?
- How do I close my account?
I Have A Problem
- What do I do if my transponder is lost or stolen?
- How can you help if my vehicle and/or licence plate are lost or stolen?
- If a person accumulates tolls without the knowledge of the transponder holder, how can 407 ETR help the transponder holder?
- My van was in an accident and is being sent to the scrap yard, what do I need to do?
- Why am I still getting bills for a licence plate I no longer have?
- I have received more than one bill.
- I would like to consolidate my accounts but I have a past due balance.
- I used a rental vehicle with my transponder.
- My vehicle weighs more than 5 tonnes.
- I received a Notice of Failure to Pay, what are my options?
Transponders
- What is a transponder? How does it work? What is the cost?
- How do I get a transponder?
- How do I mount my transponder in my vehicle?
- How do I get additional transponder fasteners for my windshield?
- Why am I receiving a charge for a transponder - I own it.
- How do I return the transponder?
- Can I save money if I get a transponder?
- Can I use my transponder in more than one vehicle?
- I drive one car in winter and another in summer - do I need two transponders?
- I have a transponder - why did I get Camera Charges (CCs)?
- Do I need to have a transponder to use 407 ETR?
- What happens if the transponder is lost or stolen?
- Are there times when the transponder's signal is not picked-up? Why does this happen?
- Do I need a transponder for my motorcycle?
- I tow a trailer behind with my vehicle. Do I need a transponder for my trailer?
- My transponder did not beep on a recent trip. Do I need to do anything?
- What is the cost to lease a transponder?
- I want to use my transponder with a new licence plate. What do I need to do?
- Why did I receive a new transponder with instructions to return my old one?
- Do I have to have a different transponder for my work truck and my car?
- I get Camera Charges even though my transponder beeps when I exit the highway.
- I have lost my transponder and would like to know how to replace it.
- I want to learn more about mounting my transponder correctly.
- I would like to know more about your Annual Transponder Lease Fee.
Transponder-equipped Vehicles
- How does the technology work?
- What happens if I forget to the turn on the device while I’m driving on Highway 407 ETR?
- Why am I receiving Camera Charges on my bill?
- Who do I contact if my built-in transponder is malfunctioning?
- My vehicle was stolen. How do I disable my transponder-equipped vehicle and prevent charges that aren’t mine?
- How often will I be billed?
- Can I use both my vehicle’s built-in transponder and a 407 ETR-issued transponder at the same time?
- I have an existing account. How do I consolidate my transponder-equipped vehicle with my household’s monthly bill?
- I still have a transponder from my previous vehicle. What do I do with it?
- I’m travelling to the United States with my vehicle. How do I ensure that my transponder-equipped vehicle works with other tolls?
- How do I know if my transponder-equipped vehicle is working correctly? The device doesn’t beep when I’m exiting the highway like my old transponder did.
- What is the difference between a transponder-equipped vehicle and ITM?
- What do I do if I’m selling my car?
Camera Charges (CCs)
- What are Camera Charges and why does 407 ETR charge them?
- I have a transponder - why did I get Camera Charges (CCs)?
- Can I use my transponder in more than one car?
Calculating Tolls & Fees
- What are your toll rates?
- How is the distance calculated to determine the toll?
- What are Camera Charges and why does 407 ETR charge them?
- What is an Account Fee and how is it charged?
- Are there any vehicles that do not have to pay tolls?
- Do out-of-province users also have to pay tolls?
- If I take a taxi or limo on the highway, how does the driver know how much to add to the bill?
- If a passenger vehicle pulls a trailer that increases the vehicle weight to over 5,000 kilograms, does the light vehicle rate still apply?
- If I return my transponder, is the activation fee refundable?
- I drive a light vehicle and I see a calculated trip on my bill. What is it?
- What is a Flat Toll? When is a Flat Toll applied?
- I want to learn more about charges for using the highway.
- What is a Trip Toll Charge?
- Why do I see Highways 412 and 418 toll charges on my invoice if tolls on these highways have been removed?
How 407 ETR Bills Work
- How often will I be billed?
- Why do I have to notify you when I change my address? Don't you get that information automatically?
- If someone else in my household pays the bills, can I change the name on the account to their name?
- If I give another person authorization on my account, what kind of control will they have over my account?
- How do I view my current statement online?
- How do I view my past statement online?
- How do I download multiple past statements online?
- I have not been receiving any bills.
- I have received Camera Charges.
- I own a business and would like Transponders. What do I need?
- I want to learn more about Account fees.
- I want to set up automatic payments
- When does the Discretionary Interest Suspension apply?
- How long does a credit balance remain on my 407 ETR account?
- How can I receive my bill in French?
What is "ONE SIMPLE BILL"
Paying or Making Changes to My 407 ETR Bill
- How can I pay my 407 ETR bill?
- How can I fix incorrect account information on my bill?
- I have moved and would like to change my address.
- How can I conveniently check my account balance, payment history or change my account information?
- Can I choose my own monthly billing date?
- Is 407 ETR included in direct banking services offered by most banks?
- How do I check my account balance?
- How do I pay my bill without creating a web account?
- How do I request a refund?
- I made an overpayment on my account and would like it back.
- My Gift Card is not working.
- I want to transfer my credit to another account.
- I would like to learn more about Payments.
- I would like to make a payment (Website, Telephone Automated Attendant).
Paperless Billing
- What is Paperless Billing?
- What are the benefits of signing up for Paperless Billing?
- How do I sign up for paperless billing?
- When I sign up for Paperless Billing, will my billing date or account number change?
- With Paperless Billing, will I be able to view previous bills?
Late Payments/Collections
- What are the procedures for collecting on overdue accounts?
- What is the interest rate for paying invoices late?
- How can I avoid Interest?
- How do I pay my outstanding balance?
- My account balance is very large, I cannot pay this off all at once. Can I make partial payments?
Licence Plate Denial
- I received a notice of failure to pay or a notice of licence plate denial. What does this mean?
- My current licence plate has never been on the toll highways. Why is its renewal being denied?
- Why would the Registrar transfer an old debt to my current plate?
- Once I have paid my account in full, how do I reverse licence plate denial?
- I would like to learn more about your Payment Terms.
Commercial and Business Inquiries
- How does billing work if I drive on 407 ETR in a rental car?
- How does billing work for a car with dealer plates?
- How does 407 ETR distinguish a "single" heavy unit from a "multiple" heavy unit?
- Is interest paid on the security deposit that might be required for business accounts?
- Flat Toll charges are on my bill, what's that for and why did I get them?
Ombudsman
- Does the Ombudsman work for the government or for 407 ETR?
- What is the purpose of the Office of the Ombudsman?
- Will the Ombudsman negotiate a settlement on my 407 ETR account?
- If I am not happy with the resolution that I have received from your office - what is my next step?
Your 407 ETR Account
- How do I change my email address?
- How do I create a web account?
- I want to change my password.
- I forgot my password.
Information for Executors and Next of Kin
- How do I close an account for a deceased person?
- How long does it take to process an account closure?
- What do I do with the transponder on the deceased's account?
- What happens to the balance on the account?
- I am receiving mail from 407 ETR for a deceased person. Who can I contact?
- Who can I contact for further information?
Exceptional Hardship Plan FAQs
- What is an exceptional hardship?
- If I have multiple accounts for which I wish to apply into the EHP program, can I apply once?
- How long does it take to receive a response to my application?
- Why does it take 30 days to receive a response?
- The application form requests supporting documentation - what kind of specific documentation are you looking for?
- If I have been declined, what is my next step?
- May I meet with the Ombudsman to discuss my application?
- If I am accepted into the plan - does interest continue to apply on my balance?
- If I am accepted into the plan - how soon can I get my sticker?
407 ETR website
407 ETR Emails
- What is a transactional email?
- What is a marketing email?
- How can I subscribe to marketing emails?
- How can I unsubscribe from 407 ETR emails?
- How do I add a licence plate?
- How do I remove a licence plate?
- How do I update my vehicle information?
Construction
- I have a concern regarding your construction efforts.
- I would like to know more about the construction you are doing.
- My vehicle was damaged while driving on your highway.
Promotions
- How can I qualify to receive pricing promotions from 407 ETR?
- Why did my family/ friend get selected for a pricing promotion and I did not?
- I received a promotion; how does the eligible time periods work?
- I received an email from 407 ETR regarding a pricing promotion, and I am having difficulty signing up, is this a valid promotion?
