How to dispute a charge
If you notice an error on your bill, please call TReO as we might have made a mistake. A TReO customer service representative will be able to look into the date and time of the transaction to verify if your vehicle was on the bridge at that time. They will be able to immediately reverse the toll charge if you've been incorrectly billed.
If the representative confirms through video imaging that your vehicle was on the bridge according to the date and time stated on your invoice and you were not exempt from paying tolls, the toll charge will still apply. However, you can then request a formal Notice of Dispute. Please fill out and submit the Notice of Dispute within 35 days of receiving your bill. It needs to include detailed reasons and facts supporting your dispute.
TReO will provide you with a Notice of Determination within 30 days of the receipt of the Notice of Dispute. Written reasons for any determinations will be provided. To have the decision reconsidered, you must make the request in writing no later than 35 days after the determination. This can only occur where new evidence is available and/or the original evidence was incorrect. TReO will provide a notice of the reconsideration decision within 30 days of the request, including the written reasons for a rejection.
If you have a dispute in progress or if the period of the appeal has not expired, TReO will not commence any action to collect any outstanding tolls until after that period is expired.
Valid reasons to dispute a charge
While the goal of TReO open road tolling is to make your trips across the new Port Mann Bridge as easy and efficient as possible, if you feel you have been incorrectly tolled, you may dispute a toll for the following reasons:
- At the date and time your TReO decal or licence plate was detected and charged, your vehicle, decal, or licence plate did not cross the Port Mann Bridge.
- At the date and time your TReO decal or licence plate was detected and charged, your vehicle, decal or licence plate was reported stolen to the police and therefore exempt from paying tolls.
- As a driver eligible for toll exemption status, you have received confirmation that your vehicle is exempt from being tolled.
If you aren't satisfied with the reconsideration decision, you are welcome to appeal to an arbitrator within 35 days of receiving your notice of the decision. An appeal fee of $30, payable by cheque or credit card, will apply at this time. If your appeal is successful we'll refund your $30.
Following your dispute
You will be required to pay your full disputed TReO bill within 35 days should the original dispute notice or the reconsideration notice be rejected.