Skip to content
My Good Habits. My Bus.

FIDÉLITÉ Program Terms and Conditions

Get your FIDÉLITÉ card right away when you enrol in the program at a service point.

This section describes the terms and conditions for purchasing, using, changing, renewing and cancelling your enrolment in the FIDÉLITÉ Program. The program consists of an annual pass paid by monthly pre-authorized debit (PAD) payments. The FIDÉLITÉ Program offers you a 10% reduction on the price of a basic or senior monthly pass.

The value of the pass is loaded on a Multi card. If you already have a Multi card, you will need a new card for this pass. The new card will be programmed so that your pass is valid as soon as you go to a service point, or on the first day of the month following the first debit.

How to get your new Multi:

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 2018

Wednesday, December 27, 2017

February 2018

Thusrday,  January 25, 2018

March 2018

Monday, February 26, 2018

April 2018

Monday, March 26, 2018

May 2018

Wednesday, April 25, 2018

June 2018

Friday, May 25, 2018

July 2018

Tuesday, June 26, 2018

August 2018

Wednesday, July 25, 2018

September 2018

Monday, August 27, 2018

October 2018

Tuesday, September 25, 2018

November 2018

Thursday, October 25, 2018

December 2018

Monday, November 26, 2018

January 2019

Thursday, December 27, 2018

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.

Cancelling your enrolment

You can cancel your FIDÉLITÉ Program enrolment at any time. However, some cancellation reasons are subject to penalties.

Cancellation without penalty

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

Cancellation without a valid reason with penalty

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.

Cancellation procedure

There are 2 ways to cancel your enrolment in the FIDÉLITÉ program:

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

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.

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

©

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.