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COVID-19– Gradual resumption of activities

The Société de transport de l'Outaouais (STO) is taking this public health issue very seriously because we are committed to the well-being and health of our riders and employees. We are in contact with the public health authorities and monitoring the situation closely.

As an indication that life is returning to normal, the month of May will be one of transition towards a gradual resumption of activities in Gatineau. We will keep introducing measures to protect our staff and customers. We will keep you informed about the latest developments. We are looking ahead.

If you have any questions about the STO's services, please call 819-770-3242.

Board of directors

The Board of Directors meeting will take place at 4 p.m. on Thursday, April 30. Even though it is not recommended that they attend in person, residents may do so as long as they follow the physical distancing measures.

You have questions for the Board of Directors?

Send them by email to: questionCA@sto.ca before 3 p.m. this Thursday. We will be happy to answer you.

Consult the meeting agenda.

Last update: Friday, May 22

We remind all of our customers who are continuing to use our services for essential trips that, in addition to the measures introduced by the STO, everyone must do their share in terms of

  • keeping a distance of at least two (2) metres between themselves and the driver and other riders, both at the stops and on the buses;
    and
  • applying the usual hygiene measures recommended by the public health experts.

Wearing a face covering in public transit

Public health authorities strongly recommend that public transit users wear a face covering when a distance of two metres cannot be respected in order to protect the other passengers.

As you know, a face covering does not provide total protection against the virus. It serves as an additional precautionary option in public places, and must be accompanied by other preventive measures, as follows:

  • frequent hand washing,
  • avoiding touching your face, and
  • coughing or sneezing into the crook of your arm.

Anyone who is sick or has symptoms should stay at home.

Other sources of information:

 

Rear-door boarding and disembarking until May 31

In order to protect the health of our drivers and enable us to continue offering our service, boarding and disembarking are only by the rear doors until May 31:

  • only riders with reduced mobility may use the front door, for the access ramp;
  • we ask you to stay at least two (2) metres from the driver, to not cross the red line drawn for that purpose at the front of the bus, and to not sit on the bench between the front door and the red line;
  • even though the validator and the collection box are not accessible, the STO asks our riders to have valid bus fare in case they are asked for it.

Riders using the O-Train will still have to validate their pass at each station. See OC Transpo news.

As of June 1, be ready to board at the front and pay your fare. Thank you.

Starting on June 1, front-door boarding and mandatory payment will once again be in effect. To protect the drivers, there will be a protective shield around their work area.

This is how you do it:

  • board through the front door;
  • pay your fare;
  • use the Multi card to limit contacts, although cash and tickets are accepted;
  • disembark at the back to avoid riders passing by each other; and
  • open the rear doors without touching them by simply passing your hand between the vertical handles.

Get a Multi card

Be ready for June 1. Have your Multi card ready to limit contact.
 
There are two (2) ways to get a Multi card:

Recharging your Multi card

There are three (3) ways to recharge your Multi card:

  1. at one of the 50 sales points close to you
  2. at one of the two (2) STO service points that will reopen on May 19: Station de la Cité and 111 rue Jean-Proulx.
  3. online! Online recharging is now available.
    Remember that it is important to recharge online 48 hours before your next trip. This is how long it takes to activate your pass.

Service points

Two (2) of our service points are now open:

  • 111 rue Jean-Proulx
  • Station de la Cité

The other two (2) will have to remain closed until the shopping centres can reopen.

Lost objects

When leaving the bus, please make sure you take all of your belongings.

From now on, in order to reduce handling as much as possible, only the valuables found on board may be recovered by customers.

Please contact us at 819 770-3242 to check if your item has been found before coming to our service point.

Our measures to make the system safe for everyone

The driver's cab will be protected by a transparent shield.


Every bus is disinfected every 24 hours:

  • handrails
  • straps
  • grab rails on seats
  • fare box and validator
  • driver's cab
  • all frequent contact surfaces

At the service points:

  • use of a disinfectant product is mandatory before stepping up to the counter,
  • wait lines and markings are designed to maintain two-metre physical distancing,
  • credit or debit card payment preferred,
  • no-contract recharging of the Multi card, and
  • plexiglass shields installed.

It's safe to ride together.

Refund policy due to the COVID-19

We know and understand that residents have to cut back on their travels, however we are not refunding passes for the month of March.

For customers who purchased a pass for the months of April and May before March 15:

Monthy pass, including ZAP 

An amount equivalent to the pre-paid amount will be credited to your e-wallet. Your pass is therefore valid. As of June 1, you can board and tap your Multi card.

If you are planning to take the bus regularly:

  • go to an STO service points  to convert your e-wallet to a monthly pass.
    • The following two service points are open as of May 19: Station de la Cité and 111 rue Jean-Proulx
  • or buy a monthly pass online at one of our 50 sales points that is closest to you, while retaining your e-wallet balance. 

Cam-Puce subscription

an amount proportionate to the unused months is credited to the e-wallet, as follows:

Cam-Puce

Cam-Puce UQO

Cam-Puce STO

 

Heritage College

Cégep de l'Outaouais

April

$57.00

$57.00

$42.50

$74.25

May

$57.00

$57.00

s/o

s/o

Total

$114.00

$114.00

$42.50

$74.50


Collecting your credit

The credit will be added to your customer account with no expiry date, at no cost. Thus, once the situation returns to normal, as of June 1, when payment will be required upon boarding, you will have access to this amount, or you can apply that credit to a monthly pass by going to one of our open service points.

Refunds must be requested before Friday, April 10.

Customers who bought passes for April and beyond before March 15 and did not request a refund before April 10, 2020 will have their e-wallet credited as indicated above.

Customers who would like a refund for the months of June and beyond should note that the usual Rules Governing Refunds of Transit Passes apply.

This is the process:

1. go to one of the service points. As of May 19, the following two will be open: De la Cité and Antoine-Grégoire Administrative Centre):

  • be sure to have your MULTI card with you;
  • if one of the following applies to you, be sure to have the required proof:
    • stopped work (loss of employment or illness) – record of employment or medical certificate REQUIRED
    • maternity, paternity or parental leave – record of employment REQUIRED
    • death of the card holder – declaration of death REQUIRED;

2. an agent will get you to fill out and sign a form;

3. your request will then be submitted to the Finance Department for review; and

4. you will receive your refund in the form of a cheque.

Conditions:

  • $5 minimum refund;
  • 6 month maximum;
  • Given the current situation, the $5 administrative fee will be waived.

UPASS

Do you study in Ottawa and live in Gatineau? The UPass will not be available this summer. Your most economical option is to get a Multi card, which is valid on both sides of the river.

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.

Other passes

For customers who purchased a pass for the months of April and May before March 15:

Monthy pass, including ZAP 

An amount equivalent to the pre-paid amount will be credited to your e-wallet. Your pass is therefore valid. As of June 1, you can board and tap your Multi card.

If you are planning to take the bus regularly:

  • go to an STO service points  to convert your e-wallet to a monthly pass.
    • The following two service points are open as of May 19: Station de la Cité and 111 rue Jean-Proulx
  • or buy a monthly pass online at one of our 50 sales points that is closest to you, while retaining your e-wallet balance. 

Cam-Puce subscription

an amount proportionate to the unused months is credited to the e-wallet, as follows:

Cam-Puce

Cam-Puce UQO

Cam-Puce STO

 

Heritage College

Cégep de l'Outaouais

April

$57.00

$57.00

$42.50

$74.25

May

$57.00

$57.00

s/o

s/o

Total

$114.00

$114.00

$42.50

$74.50

Collecting your credit

The credit will be added to your customer account with no expiry date, at no cost. Thus, once the situation returns to normal, as of June 1, when payment will be required upon boarding, you will have access to this amount, or you can apply that credit to a monthly pass by going to one of our open service points.

Refunds must be requested before Friday, April 10.

Customers who bought passes for April and beyond before March 15 and did not request a refund before April 10, 2020 will have their e-wallet credited as indicated above.

Customers who would like a refund for the months of June and beyond should note that the usual Rules Governing Refunds of Transit Passes apply.

This is the process:

1. go to one of the service points. As of May 19, the following two will be open: De la Cité and Antoine-Grégoire Administrative Centre):

  • be sure to have your MULTI card with you;
  • if one of the following applies to you, be sure to have the required proof:
    • stopped work (loss of employment or illness) – record of employment or medical certificate REQUIRED
    • maternity, paternity or parental leave – record of employment REQUIRED
    • death of the card holder – declaration of death REQUIRED;

2. an agent will get you to fill out and sign a form;

3. your request will then be submitted to the Finance Department for review; and

4. you will receive your refund in the form of a cheque.

Conditions:

  • $5 minimum refund;
  • 6 month maximum;
  • Given the current situation, the $5 administrative fee will be waived.

UPASS

Do you study in Ottawa and live in Gatineau? The UPass will not be available this summer. Your most economical option is to get a Multi card, which is valid on both sides of the river.

Service adjustments

Saturday schedules with a few additional trips

Because of the significant decrease in travel due to COVID-19, the service has been adjusted to meet current requirements.

Ridership is being closely monitored, and services will be adapted as required to enable public transit users to maintain social distancing.

If there are already too many riders on board, the driver may not stop in order to remain within the recommended number of passengers. In that case the driver will make sure that another vehicle is added to pick up the waiting customers.

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To contact Customer Relations, call 819 770-3242.


Paratransit Service implemented measures

To protect the more vulnerable clientele, here are the preventive measures implemented:

  • Immunocompromised customers, i.e. hemodialysis and oncology, are not paired with other passengers;
  • A maximum of three customers can travel together on the same minibus (with the exception of people all coming from the same residence);
  • Taxi trips are reserved for one passenger at a time (with the exception of people all from the same residence);
  • No travel to screening centers is provided by the Adapted Transport Service since it is the CISSSO that takes over at this level;
  • All contact points for customers and drivers are cleaned on a daily basis.

Social distancing is not always possible in Paratransit, therefore wearing a mask when traveling is highly recommended. The recommended hygiene measures must also be respected.

Depending on the evolution of the situation and the recommendations of the National Institute of Public Health, the current measures may change

If you have any questions, please contact us at 819-773-2222.

A shared responsibility

We remind everyone that it is up to every public transit service user to do their share in terms of applying the prevention measures. Keep at least two (2) metres away from the driver and other customers, and apply the usual hygiene measures recommended by the public health experts.

Respiratory hygiene

Information issued from the Québec government Web site:

  1. If you have to sneeze or cough, cover your mouth and nose with a tissue.
  2. Dispose of soiled tissues in the trash.
  3. If you do not have a tissue, turn your face into your shoulder or the bend of your elbow to sneeze or cough.
  4. Wash your hands often. If soap and water are not available, use an antiseptic product.
  5. A mask or face covering is highly recommended for anyone taking the bus in order to protect the other passengers.

Consult the information in PDF

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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.