“Smart card”: the rechargeable OPUS transit card, or the SOLO disposable card, both of which contain a chip that can hold various transit fares recognized under the RTL’s By-law L-20;
“RTL”: the Réseau de transport de Longueuil;
“Compliant medium”: a smart card legally issued by the RTL, as well as any other medium recognized as compliant by a resolution of the RTL’s board of directors;
“By-law L-20”: by-law amending the by-law governing the conditions of ownership and use of transit passes issued under the authority of the RTL, adopted on June 5, 2008 by resolution no. 08-71.
3.1 Damaged or unusable OPUS card (registered or non-registered)
A customer can have a damaged or unusable OPUS replaced. When a card is replaced, the replacement card is restored based on the information contained on the unusable card if it is still electronically legible. If it cannot be read, then only the information in the central system is encoded on the new card.
The damaged or unusable card is not returned to the customer. It becomes the property of the RTL as soon as a new card is issued to the customer.
If a card is damaged or rendered unusable by the customer, the customer must pay the fee determined by the RTL for the issuance of a new card.
If a card is unusable, meaning that it cannot be scanned for reasons that are not due to the customer, its replacement is free of charge.
A card is also deemed unusable when it cannot be scanned due to a manufacturing defect.
3.2 Lost or stolen registered OPUS cards
A customer may have a lost or stolen card replaced. The replacement card is encoded with the most recent information available from the central system. This applies to both passes and cards encoded with unit fares.
The customer must produce a piece of ID to get a replacement card.
The customer must pay the fee determined by the RTL for the issuance of a new card.
The lost or stolen card becomes void and can no longer be used even if the customer subsequently finds it.
3.3 Lost or stolen non-registered OPUS cards
5.1 Exchanging a pass-type card for a higher category card
The RTL will exchange a pass-type card for a card of a higher category within fifteen (15) days after the pass is issued.
When a customer requests an exchange, the old fares are voided and the new fares are encoded. The customer must pay the difference.
5.2 Exchanging a pass-type card for a lower category card
The RTL will exchange a pass-type card for a card of a lower category within five (5) days after the pass is issued.
When a customer requests an exchange, the old fares are voided and the new fares are encoded.
The customer must complete a refund request form and produce a piece of ID.
5.3 One exchange only
Under articles 5.1 and 5.2, only one pass-type card may be exchanged per customer, per month.
5.4 Paper tickets
A ticket issued by the RTL and which becomes void after a rate change can be refunded at its initial value at one of the metropolitan ticket outlets mentioned in this directive.
5.5 Unit fare cards
6. PROCESSING REFUNDS AND EXCHANGES
Refunds and exchanges are available at the following locations:
- Billetterie métropolitaine du terminus Centre-ville
(downtown Montreal ticket office)
1000 De la Gauchetière West in Montréal;
- Billetterie métropolitaine du Métro Longueuil
(Longueuil metro ticket office)
120 Place Charles-LeMoyne in Longueuil.
7. EXCEPTION
The RTL’s executive director may depart from the provisions of this directive in certain exceptional circumstances, as provided for in By-law L-20.
8. INTERPRETATIVE PROVISION
Effective January 1, 2009, with the exception of Saint-Bruno-de-Montarville and adapted transportation services provided by the RTL or on its behalf, fares can no longer be paid with paper tickets.
9. INTERPRETATION AND APPLICATION
The manager of Administrative Services is responsible for the interpretation and application of this directive.
The manager of Administrative Services may, from time to time, determine the required processes for the application of this directive.
