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FIDÉLITÉ Program Terms and Conditions

Renewal, suspension or cancellation of enrolment due to the COVID-19

To find out more about COVID-19 and public transit, as well as the measures introduced by the STO,
go to Coronavirus (COVID-19)

Enrolling in the FIDÉLITÉ Program

There are 2 ways to enrol in the FIDÉLITÉ Program:

By going to a service point, where you must:

  • Complete the enrolment form;
  • Sign the personal PAD (pre-authorized debit) authorization;
  • Provide a void cheque;
  • Provide payment corresponding to the date the FIDÉLITÉ card becomes valid (same day or the first day of the following month or later).

By completing the form and sending it to the STO's Finance Department, whereby you must:

  • Complete and print the enrolment form;
  • Sign the personal PAD (pre-authorized debit) authorization;
  • Provide a void cheque;
  • Submit the enrolment form and void cheque by the 15th day of the month to the Finance Department, Société de transport de l'Outaouais (STO), at 111 Jean-Proulx, Gatineau, Quebec, J8Z 1T4, by e-mail to fidelite@sto.ca or by fax to 819 770-5987.

Procedure and start dates for the pass and debit payments

Because your bank account is debited on the 25th day of each month or the next business day if the 25th falls on a weekend or holiday, the enrolment application must be submitted no later than the 15th day of the month. If you enrol after the 15th, you can still get the FIDÉLITÉ card by going to a service point in person, but you will be required to pay when the card is issued if you want the card to be valid for the current or following month. If you do not submit the application in person, you will not be able to get your card for the following month.

Month

Date of the debit payment

January 2020

Friday, December 27, 2019

February 2020

Monday,  January 27, 2020

March 2020

Tuesday, February 25, 2020

April 2020

Wednesday, March 25, 2020

May 2020

Monday, April 27, 2020

June 2020

Monday, June 3, 2020

July 2020

Tuesday, June 30, 2020

August 2020

Friday, July 31, 2020

September 2020

Tuesday, August 25, 2020

October 2020

Wednesday, September 25, 2020

November 2020

Monday, October 26, 2020

December 2020

Wednesday, November 25, 2020

January 2021

Tuesday, December 29, 2020

Each debit equals 90% of the full fare for a monthly pass of the same type, allowing you to save 10%.

A new Multi is issued when the FIDÉLITÉ Program enrolment application is received.

Enrol in the FIDÉLITÉ Program now

Renewing your enrolment

When your annual enrolment expires, it is renewed automatically for another year if you do not request to have it cancelled according to the procedures and terms below.

Cancellation/suspension enrolment

Automatic withdrawals and mandatory payment when boarding are now effective.

Automatic withdrawal date

Card for the month of

June 3

June

June 30

July

July 31

August

August 25

September

ATTENTION: If your enrolment in the FIDÉLITÉ Program is suspended or cancelled, be sure not to use your Multi card on the bus as of the first day of the month when the suspension or cancellation takes effect. If you tap your card on a validator as of that day, it won't be possible to reactivate it online later on.

If you foresee taking the bus from time to time, you must get a new Multi card at a Service Point or a Sales Point because the FIDÉLITÉ Multi card is only valid for the FIDÉLITÉ program.

If you already cancelled by email to fidelite@sto.ca, or by filling the form in line, there is nothing more you need to do. Your enrolment is cancelled.

If you have not already cancelled/suspended your enrolment, it's not too late :

  • Submit the Cancellation/Suspension Form no later than the 15th of the month before the cancellation/suspension is to take effect;
  • keep your card if you are thinking of enrolling again later on; and
  • if you do not intend to enroll again in the program,
    • mail your card to Finance Department, Société de transport de l'Outaouais, 111 rue Jean-Proulx, Gatineau QC  J8Z 1T4
    • return it to a service point when you get the chance.

You can also contact Custumer relations service at 819 770-3242 if you need assistance to proceed with the cancellation or suspension.

If you have any questions about your particular situation, write to fidelite@sto.ca

All requests for cancellation or suspension of enrolment in the FIDÉLITÉ program are subject to approval by the STO. 

Procedure for resuming your enrolment in the Fidélité program due to the COVID-19

  • fill out the Renewal Form online before the 15th of the month prior to your return.
  • indicate the month in which you intend to resume.
  • Do not use your card before that date or you will have to go to a service point to get a new card); and
  • withdrawals will be made a few days before the start of the month, as usual.

You can renew your enrolment in the FIDÉLITÉ Program after the 15th of the month, but you must pay for the following month and the balance of the current month at a service point. After that, your account will be automatically debited as before.

You can also contact Custumer relations service at 819 770-3242 if you need assistance to proceed with the cancellation or suspension.

For new enrolments, the usual procedure applies

EMPLOYER Program

Automatic withdrawals for the EMPLOYER Program were suspended for the months of April and May. They will resume for the month of June because payment will once again be mandatory when you board. Check with your employer about the exact date of withdrawal.

Cancellation of enrolment  in the EMPLOYER Program

If you wish to cancel your enrolment in the EMPLOYER Program, you will have to notify  your employer directly. Your card will then be disactivated.

Cancellation of enrolment by the STO

The STO reserves the right to cancel enrolment in the FIDÉLITÉ Program in the following cases:

  • If fraud is determined during processing of the file: false statement, falsified documents, etc.;
  • After a third debit rejection in the last 12 months of the pass. The Multi linked to the FIDÉLITÉ Program enrolment will be deactivated. The bank rejection fees are the responsibility of the program member (except for rejection due to technical problems not attributable to the payer);
  • The member has already had a pass with the STO that the STO had to cancel.
  • Despite being able to get the FIDÉLITÉ card right away when going to a service point, the STO reserves the right to refuse enrolment or renewal.

Changing your enrolment

It will be necessary to change your enrolment in the FIDÉLITÉ Program if:

  • You would like a different type of pass (basic pass changed to senior);
  • There are changes to your bank account, financial institution or personal address.  

There are 2 ways to change your enrolment:

By going to a service point no later than the 15th day of the month preceding the month in which the change is to take effect, where you must:

 

  • Bring your FIDÉLITÉ card and proof of age if you are changing the type of pass;
  • Bring a new void cheque if you are changing your bank account or financial institution;
  • Complete the modification form.

By completing the form and sending it to the STO's Finance Department, whereby you must:

  • Complete and print the modification form;
  • Submit the modification form at one of the locations and according to the transmission method listed on the form by the 15th day of the month before the next scheduled debit date (bank account debits are taken on the 25th day of each month or the next business day if the 25th falls on a weekend or holiday);
  • If the type of pass is being changed, show proof of age (RAMQ card or driver's licence) when you pick up your new Senior card at a service point;
  • If the bank account or financial institution is being changed, attach a new void cheque with the modification form to indicate a change in bank account or financial institution concerning the debit payments related to your enrolment. You must take the necessary measures to ensure there is no interruption in monthly payments.

Note that debits are taken from your bank account on the 25th day of each month or the next business day if the 25th falls on a weekend or holiday.

Change your enrolment

Change of enrolment by the STO

The STO may change, without notice, the amounts debited from your bank account if it modifies its fares, and other measures related to your enrolment (a public notice will be published in the local newspapers when the fares are revised). The FIDÉLITÉ Program enrolment form contains provisions that program members agree to waive the pre-notification requirements of the Canadian Payments Association, as stated in this sentence on the form:

“I agree to waive the pre-notification requirements of the Canadian Payments Association of the amount(s) and due date(s) debited from my account and every time there is a change in the amount(s) or payment date(s) of those debits.” 

Replacing your Multi and pass if your card is defective, lost or stolen

  • If your card is lost, damaged or stolen, go to one of the service points to get a new Multi card and its contents for a fee of $10 (non-taxable).
  • If your Multi card is defective, it will be replaced at no charge.

Payer's rights

You have certain rights of recourse if a debit is not authorized or not in accordance with the terms of the fare for your pass as set out in the pre-authorized debit (PAD) authorization. For more information about these rights, contact your financial institution or visit www.cdnpay.ca.

Validity of your pass on OC Transpo

Your FIDÉLITÉ Program pass (loaded on your Multi) is accepted like a transit pass without a supplement only on the regular OC Transpo bus routes and O-Train. See the supplements required for OC Transpo express and rural routes. However, you must validate your card on the STO system first before it will be accepted by the OC Transpo system.

Enrol in the FIDÉLITÉ Program now

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2012 Société de transport de l'Outaouais. All rights reserved. The information and data on this site may not be used for business purposes or financial gain without authorization from the STO.