FIDÉLITÉ Program Terms and Conditions

• Enrolling in the FIDÉLITÉ Program
• Procedure and start dates for the pass and debit payments
• Renewing your enrolment
• Procedure for resuming your enrolment in the Fidélité program if you have cancelled or suspended your enrolment due to COVID-19
• Cancelling your enrolment
• Cancellation of enrolment by the STO
• Changing your enrolment
• Change of enrolment by the STO
• Replacing your Multi and pass if your card is defective, lost or stolen
• Your recourse in case of incorrect debits
• Validity of your pass on OC Transpo

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 agreement (pre-authorized debit);
• 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 agreement (pre-authorized debit);
• 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.

Each withdrawal corresponds to 90% of the fare in effect for a regular monthly pass, which comes to a 10% saving for you.

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

Enrol in the FIDÉLITÉ Program now

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.

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

The following cancellation reasons are not subject to penalties. Nevertheless, FIDÉLITÉ Program cancellation requests are subject to the STO's approval.

• Maternity, paternity or parental leave - record of employment REQUIRED
• Death of the program member - declaration of death REQUIRED
• Stopped work (loss of employment or illness) - record of employment or medical certificate REQUIRED

A cancellation request for invalid reasons before the one-year term has ended will result in cancellation fees equal to the 10% discount you received from the FIDÉLITÉ Program compared with the price of the monthly pass. These fees, which will be deducted from your bank account, will total the discount for each month of your annual pass, including the month of your cancellation request, even if the month has not ended.

A minimum cancellation period of 3 months is required before you can submit an application to re-enrol after a cancellation, except for the following reasons: 

• Maternity, paternity or parental leave – record of employment REQUIRED
• Stopped work (loss of employment or illness) – record of employment or medical certificate REQUIRED

FIDÉLITÉ Program cancellation requests are subject to the STO's approval.

There are 3 ways to cancel your enrolment in the FIDÉLITÉ program:

Submit the Cancellation Form no later than the 15th of the month before the cancellation 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.

By going to a service point no later than the 15th day of the month preceding the last month in which you want to use your card, where you must:

• Bring your FIDÉLITÉ card;
• Complete the cancellation form;
• Have your card adjusted by the agent.

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

• Complete and print the cancellation form;
• Submit the cancellation 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 weekend or holiday) to the Finance Department at the Société de transport de l'Outaouais at 111 Jean-Proulx, Gatineau, Quebec, J8Z 1T4;
• Mail your Multi card to the Finance Department at the Société de transport de l'Outaouais at 111 Jean-Proulx, Gatineau, Quebec, J8Z 1T4, or drop it off at one of the STO's service points within 30 days of your cancellation request.
  
  Cancel your enrolment - Cancellation form

IMPORTANT: Once the form has been submitted, it will no longer need to be filled out to cancel future months.

You can also contact Custumer relations service at 819 770-3242 if you need assistance to proceed.

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

Regarding your Multi card containing your FIDÉLITÉ pass, note that:

• Our system will make it invalid on the first day of the month following receipt of your cancellation request if your card was not adjusted at one of the service points when you requested the cancellation. In this case, you will be charged the card issuing fee should you renew your enrolment in the FIDÉLITÉ program;
• You will avoid an additional debit of $20 (non-taxable) from your bank account by returning this Multi card to us within 30 days of your cancellation requestif your card was not adjusted when you requested the cancellation.

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.

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

• You would like a different type of pass (Regular 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

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.

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 agreement (PAD). For more information about these rights, contact your financial institution or visit www.paiements.ca.

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