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Policies & Legal Terms

Website Terms

Welcome to the website of GO Transit. This page states the terms and conditions which apply to your use of the GO Transit website (the “Website”). Please read this page carefully. By using this Website, you signify your acceptance of these terms and conditions of use. If you do not agree to the terms and conditions stated here, do not use the Website. GO Transit reserves the right, at its sole discretion, to change, modify, add or remove portions of the Website and/or these terms and conditions at any time without notice. Please check periodically for changes. Your continued use of the Website following the posting of any revised terms and conditions will mean you accept any revised terms.

Disclaimer

The Website is provided on an “as is” and “as available” basis. GO Transit makes no representations, warranties, covenants, agreements or guarantees, express or implied, as to the accuracy, reliability, quality, suitability, truth, currency or completeness of any of the contents of the Website or any goods or services that may be sold in connection with the Website. All express or implied conditions, representations and warranties, including any implied warranty of merchantability, fitness for a particular purpose or non-infringement, are hereby expressly disclaimed. GO Transit shall in no event be liable to you or to any other person or entity for any damages, liabilities, claims, losses, costs, expenses or injuries suffered in connection with or in any way relating to or resulting from your use of, or inability to use, the Website. Under no circumstances shall GO Transit be liable to you or any other person or entity for any direct, indirect, special, incidental or consequential damages (including loss of business, revenue, profits, use, data or economic advantage), whether arising in contract, tort (including negligence), equity, or otherwise, and regardless of how same may arise or whether GO Transit has been advised of or could have foreseen the possibility of such damages.

Use of the Website

Your use of the Website is entirely at your own risk. The Website may contain incomplete information, inaccuracies or typographical errors. GO Transit services are subject to continuous review and are subject to change without notice. GO Transit shall not be responsible for any detrimental reliance you may place on the Website or its contents. All materials on this Website (including, without limitation, text, data, information, images, illustrations, logos, audio clips, video clips, surveys and special promotions) (collectively, the “Content”) are owned and controlled by GO Transit or third parties. You are only entitled to view and make a copy of the Content for your own personal and non-commercial use, provided that you do not delete, obstruct or change any copyright, trademark or other proprietary notices. You shall not sell or modify any of the Content or reproduce, download, upload, transmit, republish, display, publicly perform, distribute or otherwise use any part of the Content in any manner whatsoever without the prior written consent of GO Transit or the applicable third party or except as specifically permitted on this Website. The use of the Content on any other website or networked computer is strictly prohibited. Any infringement of GO Transit’s rights will result in appropriate legal action. GO Transit disclaims any and all liability for any consequences that may result from any unauthorized reproduction or use of the Content.

Privacy

GO Transit is committed to respecting your privacy and ensuring the security of personal information you may provide when visiting the Website; however, the Internet is not a secure medium and the privacy of your communications cannot be guaranteed. The nature of Internet communications means that your use of the Website and any communications to GO Transit may be susceptible to data corruption, unauthorized access, interception and delays. When you visit the Website, we will not collect your personal information unless you choose to direct an inquiry to GO Transit, submit a comment or suggestion or enter a contest, in which case we will ask you to provide your name, phone number, mailing address and/or e-mail address for the purpose of responding to your inquiry, comment or suggestion, or contest submission. GO Transit’s handling of all personal information is governed by the Freedom of Information and Protection of Privacy Act. If you prefer not to use the Internet to submit an inquiry, comment or suggestion to GO Transit, you can contact us.

Trademarks

The trademarks and logos that you see on the Website are the property of GO Transit or other third parties. The display of trademarks on the Website does not imply that a licence or right of any kind has been granted. You are not permitted to use or display any of these marks without the prior written consent of GO Transit or the applicable third party. Submission of Comments and Suggestions GO Transit welcomes your comments and suggestions on our services, including the Website. However, except for personal information we may collect from you, any ideas, suggestions or other material that you submit to GO Transit shall become the property of GO Transit. By submitting an idea or suggestion to GO Transit, you are waiving any and all rights that you may have in the idea or suggestion, and GO Transit shall be entitled to use the idea or suggestion as it so desires, as provided or as modified by GO Transit, without any obligation to compensate you or others for the materials.

Contests

Occasionally, GO Transit will run contests that offer prizes and require you to submit personal information. Before entering a contest, you must read and agree to all of the terms, conditions and rules that apply to the contest.

External Links Disclaimer

The Website may from time to time contain links to other websites that are created and operated by independent bodies and which are, therefore, not under the control of GO Transit. These website links are provided as a convenience only and shall NOT in any manner be construed as a reflection on, any affiliation with, or endorsement by GO Transit of any such website or entity or its respective information, products or services. GO Transit is not responsible or liable in any way for the accuracy, relevancy, copyright, compliance, legality or decency of material contained in any linked websites. GO Transit makes no representations or warranties, express or implied, concerning any products, services or information found on any linked websites.

Google Translate Disclaimer

Google™ Translate is provided as a courtesy to visitors to the GO Transit Website. GO Transit assumes no responsibility for the accuracy, reliability or timeliness of the translation facilitated with this tool.

Data Protection

You shall have sole responsibility for the adequate protection (including protection against computer viruses) and backup of any data and/or equipment used in connection with the Website and shall not make a claim against GO Transit for lost data, re-run time, data corruption, communication interception, inaccurate output, work delays or lost profits resulting from any use of the Website.

Applicable Law

By using the Website, you acknowledge and agree that the Website and these terms and conditions shall be governed and interpreted in accordance with the laws of the Province of Ontario. If you use the Website from another jurisdiction, you are responsible for compliance with any and all applicable local laws. GO Transit makes no representation that the materials contained within this Website are appropriate for customers outside of the Province of Ontario.

Privacy Policy

Privacy Statement/Guideline-For GO Transit

1.0 Definitions

“Personal information” means recorded information about an identifiable individual, including,

  1. Information relating to the race, national or ethnic origin, colour, religion, age, sex, sexual orientation or marital or family status of the individual,
  2. Information relating to the education or the medical, psychiatric, psychological, criminal or employment history of the individual or information relating to financial transactions in which the individual has been involved,
  3. Any identifying number, symbol or other particular assigned to the individual,
  4. The address, telephone number, fingerprints or blood type of the individual,
  5. The personal opinions or views of the individual except where they relate to another individual,
  6. Correspondence sent to an institution by the individual that is implicitly or explicitly of a private or confidential nature, and replies to that correspondence that would reveal the contents of the original correspondence,
  7. The views or opinions of another individual about the individual, and
  8. The individual’s name where it appears with other personal information relating to the individual or where the disclosure of the name would reveal other personal information about the individual;

“Record” means any record of information however recorded, whether in printed form, on film, by electronic means or otherwise, and includes,

  1. Correspondence, a memorandum, a book, a plan, a map, a drawing, a diagram, a pictorial or graphic work, a photograph, a film, a microfilm, a sound recording, a videotape, a machine readable record, any other documentary material, regardless of physical form or characteristics, and any copy thereof, and
  2. Subject to the regulations, any record that is capable of being produced from a machine readable record under the control of an institution by means of computer hardware and software or any other information storage equipment and technical expertise normally used by the institution, including images from a CCTV system.

2.0 Accountability

Pursuant to Freedom of Information and Protection of Privacy Act (FIPPA) GO Transit is responsible for personal information under its control. A Freedom of Information and Protection of Privacy Coordinator has been designated by GO Transit as the individual accountable for compliance. This privacy policy, and the collection and use of personal information by GO Transit, shall at all times be in accordance with and subject to FIPPA.

3.0 Purposes

GO Transit will use personal information that is collected for the following purposes:

  • To communicate with you;
  • Assess and process applications for employment, injury/damage claims, as applicable;
  • Evaluate and administer GO Transit's procurement process, if applicable;
  • Detection and prevention of criminal offenses;
  • Protection of GO Transit assets;
  • Capture injury/witness data;
  • Analyze business results;
  • Process payments, including the administration of refunds;
  • Statistical and actuarial purposes;
  • Auditing internal procedures; and
  • As required or as otherwise authorized by law;

If GO Transit requires personal information for any other purpose, save and except for as stated in 2.0 above, it will ask for and obtain verbal or written proof of your expressed consent before using it.

4.0 Consent

A person may provide consent in different ways for the collection, use or disclosure of personal information. When you do business with GO Transit, GO Transit asks that you provide information that it uses in the course of providing various services to you or to help in the investigation of claims. By providing this information, you also give your implied consent to the GO Transit to use this information to provide you with various services and/or evaluate applications for various benefits.

Individuals can give consent in many ways. For example:

  1. An application form may be used to seek consent, collect information, and inform the individual of the use that will be made of the information. By completing and signing the form, the individual is giving consent to the collection and the specified uses;
  2. A check off box may be used to allow individuals to request that their names and addresses not be given to other organizations. Individuals who do not check the box are assumed to consent to the transfer of this information to third parties;
  3. Consent may be given orally when information is collected over the telephone; or
  4. Consent may be given at the time that individuals use a product or service.

GO Transit may collect, use or disclose personal information without your knowledge or consent in accordance with FIPPA.

You may withdraw your consent at any time, subject to legal or contractual restrictions and the requirement to maintain the integrity of the statistics and data necessary to carry on GO Transit business. However, the withdrawal of consent may affect the GO Transit’s ability to respond your requests.

5.0 Limiting Collection

The collection of personal information by GO Transit is limited to that which is necessary for the purposes identified in the FIPPA and in section 2.0 above. All personal information is collected by the GO Transit in a fair and lawful manner.

6.0 Limiting Use, Disclosure, and Retention

Personal information will not be used or disclosed for purposes other than those for which it was collected, except with the consent of the individual or as required by law, including any sections of the FIPPA relating to the disclosure of personal information. Personal information shall be retained in accordance with applicable GO Transit retention by-laws or as long as necessary for the fulfillment of those purposes.

7.0 Accuracy

Personal Information shall be as accurate, complete, and up-to-date as is necessary for the purposes for which it is to be used as set out in the FIPPA and section 2.0 above.

8.0 Safeguards

All personal information collected by GO Transit will be protected by using appropriate safeguards against loss, theft and unauthorized access, disclosure, copying, use or modification. The methods of protection may include:

  1. Physical measures, for example, locked filing cabinets and restricted access to offices;
  2. Organizational measures, for example, security clearances and limiting access on a "need-to-know" basis; and
  3. Technological measures, for example, the use of passwords and encryption.

9.0 Openness

GO Transit is committed to ensuring that specific information about its policies and practices relating to the management of personal information are provided. For further information, please contact the Toronto Freedom of Information and Protection of Privacy Coordinator at 416-869-3600.

The information made available includes:

  1. The name or title, and the address, of the person who is accountable for the GO Transit policies and practices and to whom complaints or inquiries can be forwarded;
  2. The means of gaining access to personal information held by GO Transit;
  3. A description of the type of personal information held by GO Transit including a general account of its use;
  4. A copy of any brochures or other information that explain any GO Transit policies, standards, or codes; and
  5. What personal information is made available to other GO Transit affiliates (e.g., subsidiaries).

110.0 Individual Access

An individual may make a written request for access to his/her personal information in the GO Transit’s possession. An individual may be required to provide sufficient information to permit GO Transit to properly provide an account of the existence, use, and disclosure of personal information. The information provided shall only be used for this purpose. All requests will be handled in accordance with FIPPA.

GO Transit may charge an individual for providing access to his/her information in accordance with the FIPPA. If an individual successfully demonstrates the inaccuracy or incompleteness of personal information, GO Transit shall amend the information as required. Depending upon the nature of the information challenged, amendment involves the correction, deletion, or addition of information. Where appropriate, the amended information shall be transmitted to third parties having access to the information in question.

11.0 Challenging Compliance

IIf an individual believes that GO Transit is not complying with the principles set out in FIPPA, please contact the Freedom of Information and Protection of Privacy Coordinator, who will investigate an individual’s concerns. GO Transit will investigate all complaints. If a complaint is found to be justified, GO Transit shall take appropriate measures, including, if necessary, amending its policies and practices. Any questions pertaining to the privacy concerns should be addressed to: Freedom of Information and Protection of Privacy Coordinator

GO Transit
20 Bay Street, 6th Floor
Toronto, Ontario, M5J 2W3
(416)869-3600
1-888-436-6646

Rules & Regulations

Rules & Regulations

GO Transit's by-laws are legislative documents enacted by the GO Transit Board of Directors. By-law No. 2 establishes the legal obligations for travel on the GO system, and includes the penalties for failure to comply with these obligations.

GO Transit's passenger tariff is a policy document elaborating on the passenger-related by-laws. It provides guidance and information on how to use the GO system.

The Metrolinx Act, 2006: This document is available on the Government of Ontario's e-laws website.

For more information about the the Dispute Resolution Program, click here.

GO Transit's By-Laws

For information on a specific by-law, click on the appropriate link below.

Title

Content

MMetrolinx Act, 2006, S.O. 2006, c.16

Current Consolidated Version

By-Law No. 2 Regulating the use of the Regional Transit System
By-Law No. 2A Establishment of Fares
By-Law No. 5 Appointment of Provincial Offences Officers
By-Law No. 6 Control of Vehicular traffic
By-Law No. 7 Alternative Dispute Resolution Program for Contravention of Certain Parking and Fare By-laws
By-Law No. 10 GO Transit Customer
Service Advisory Committee of the Corporation
By-Law No. 14 Voluntary Payment of Parking Penalties
By-Law No. 16 Political Advertising on Property

French Language Services

AAs part of the French Language Services (FLS) Act, GO Transit will be providing service information to our customers in both official languages. We are working to ensure the availability and accessibility of quality services in French system-wide.

What is the French Language Services (FLS) Act?

The French Language Services Act R.S.O. 1990 is a law in Ontario that protects the rights of Franco-Ontarians, or French-speaking people, in the province.

The Act does not give the French language full official language status in the province. It ensures that provincial government services are offered in French in areas across the province with significant numbers of Franco-Ontarian residents. Under the Act, these services must be of equal quality to those offered in English.

GO Transit's commitment

As a provincial crown agency, GO Transit is subject to the Act. GO is responsible for ensuring the availability and accessibility of quality services in French system-wide to the public. GO’s French Language Services Implementation Plan provides details on the many initiatives GO has undertaken to comply with FLS. Highlights of these include:

  • Printed train and bus schedules now in bilingual format;/li>
  • Easy access to customer information such as schedules, fares, news, bulletins, etc., in French via GO’s bilingual website;
  • Information available in French via GO’s Customer Contact Centre at 416.869.3200 or 1.888.GET ON GO (438.6646);
  • Access to information in French at stations (pilot project implemented at several key locations);
  • Access to information in French posted on dynamic and static station signage (ongoing).

The Province of Ontario's roles and responsibilities

The Minister of Community and Social Services is responsible for Francophone Affairs and the administration of the FLS Act.

The Office of Francophone Affairs (OFA) is a central agency that assists the Minister responsible and works closely with ministries, particularly FLS coordinators, in providing advice on matters relating to Francophones and the delivery of FLS.

Respective Deputy Ministers are accountable for the implementation of the Act and the quality of FLS in their ministries.

The French Language Services Commissioner is responsible for investigating compliance in response to complaints or at his or her own initiative; reports on results of investigations; monitors progress regarding services in French; and submits an annual report to the Minister for tabling in the Legislative Assembly.

GO Train Service Guarantee policy: effective November 15

We promise to do our best to be on time; however, sometimes delays happen. Effective November 15, if your train arrival is delayed by 15 minutes or more, we want to credit what you paid for the trip.

 

Eligibility

The GO Train Service Guarantee applies to delays 15 minutes or more within the control of GO Transit and its partners.

The Service Guarantee policy does not apply to:

  • train delays caused by reasons outside of GO’s control, including extreme weather, emergency investigations, pedestrian incidents, track obstructions, Welland Canal boat traffic, and on-board emergencies.
  • trips on multiple corridors
  • missed connections
  • bus trips, and
  • trips cancelled prior to departure
  • special event flat-fare tickets

To be eligible for credit under the GO Train Service Guarantee, PRESTO card holders must tap on no sooner than 15 minutes prior to the scheduled departure time of the delayed train in question. For customers travelling using a single-ride ticket, that ticket must be purchased within one hour of the scheduled departure time.

 

Requesting a Credit

Customers who paid for their trip using a PRESTO card can submit their claim online using the form at gotransit.com/guarantee within seven days.

Customers with single-ride tickets or day/group passes may request a credit at GO stations by the end of the following weekday.

 

Credit Value

Customers will be credited the fare paid for the eligible delayed trip. PRESTO card holders in their 35+ trip discount periods will receive the reduced fare paid as credit.

Customers using single ride tickets will receive a credit voucher redeemable for the trip on which a delay was experienced.

Day and group pass customers will receive credit vouchers for one half of the pass price for a delayed trip, up to a maximum of two trips.

 

Have questions? Maybe we’ve already answered them on the Service Guarantee page.

 

Service Updates At a Glance

LinesStatus
Lakeshore WestOn Time
Lakeshore EastDelayed
KitchenerOn Time
StouffvilleOn Time
Richmond HillOn Time
BarrieOn Time
MiltonOn Time
Refresh Last Update:
12:55:41 PM
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