Renewal, cancellation/suspension, re-enrolment and enrolment modification
Renewal
Enrolment is automatically renewed for another year at the end of the annual enrolment unless you request that it be discontinued.
Cancellation/suspension
Voluntary cancellation or suspension
You can cancel or suspend your membership at any time. You should do so before the 15th of the month prior to the month when you would like the cancellation or suspension to take effect.
- Fill out the cancellation/suspension form online.
- Or download the PDF form and fill-it out
- Hold onto your card until you re-enroll into the FIDÉLITÉ Program.
GOOD TO KNOW!
The form only has to be submitted once. There is no need to fill it out again to cancel/suspend the remaining months.
Are you planning to take the bus occasionally instead?
The Multi FIDÉLITÉ card is only valid for the FIDÉLITÉ Program:
- use the regular Multi card you held onto; or
- get a regular Multi card at any STO service point or point of sale.
STO termination of a FIDÉLITÉ membership
The STO reserves the right to terminate a membership in the FIDÉLITÉ Program in the following cases:
- Fraud: the file contains a false statement, forged attachments, etc.;
- The automatic withdrawal is rejected for a third time in the past 12 months.
- The Multi FIDÉLITÉ card is deactivated; and
- You will be charged for the cost of the bank rejection (unless the rejection is due to a technical issue that is not the payor’s fault).
Re-enrolment
For immediately valid re-enrolment:
- Go to any STO service point, bring your Multi card.
- Pay the balance for the current month and the following month
- Automatic withdrawals from your account will then resume as before
For a re-enrolment that becomes valid in the following month:
- Fill out the re-enrolment form online before the 15th of the month prior to when you would like to start again
- Indicate the month when you would like to start again.
- Go to a service point to reprogram your card or get a new one.
- Withdrawals will resume on the 25th of the month prior to the month when you would like to start again, as before.
Modification
There are three (3) reasons to modify your enrolment:
- A change in the type of enrolment: your status has changed, and you would like a FIDÉLITÉ-SENIORS (65 years and over) membership
- A change in your bank account or your financial institution
- A change of address
Required documents
REASON FOR THE MODIFICATION | REQUIRED DOCUMENTS | |
|---|---|---|
Change in type of membership | Proof of age (RAMQ card or driver’s licence) | |
Change in bank account or financial institution | A new void cheque | |
Change of address | N/A | |
Or download the PDF modification formand submit the documents before the 15th of the month prior to the month when the modification comes into effect:
- by email to fidelite@sto.ca;
- by mail to
Société de transport de l'Outaouais (STO)
Direction des finances
111 rue Jean-Proulx
Gatineau, Quebec, J8Z 1T4 - in person at any STO service point
- by fax to 819-770-5987.