- Accountability for Personal Information
Personal information is any recorded information about an identifiable individual, and may include:
- Name, address, telephone number or email address
- Birth date
- Any identifying number, symbol or other particular identifier
- Information relating to financial transactions, including credit card number or bank account information
- Correspondence that is implicitly or explicitly of a private or confidential nature
Pursuant to Ontario’s Freedom of Information and Protection of Privacy Act (“FIPPA”), Metrolinx is responsible for personal information in its custody or under its control.
- Consent for the Collection, Use and Disclosure of Personal Information
By submitting your personal information to Metrolinx, you give Metrolinx consent to collect, use and disclose your personal information:
- For such other purposes as may be identified to you at the time of collection; and
- For such purposes as are permitted pursuant to applicable law
Subject to applicable law, you have the right to withdraw your consent at any time by providing written notice to us. However, please note that your withdrawal of consent may affect our ability to respond to your requests or provide services to you.
- Collection of Personal Information
Your personal information is collected as required to enable Metrolinx to provide services and/or products to you, now and in the future. Metrolinx may collect personal information from you in person, over the telephone, by mail, by fax, or through the internet.
We may monitor and/or record telephone discussions when you call Metrolinx (or any of its divisions), to enhance customer service, for training purposes and to confirm our discussions with you. We may also operate video cameras in our facilities for the safety, security and protection of Metrolinx staff, visitors and customers as well as for the prevention and detection of criminal activity.
- Purposes for the Collection of Personal Information
Metrolinx shall have the right to use your personal information for the following purposes:
To provide our products and services to you, including:
- To communicate with you about our products and services
- To verify your identity and/or eligibility for certain Metrolinx services
- To process financial and other transactions, such as processing a fare payment or issuing a refund
- To conduct promotional campaigns, including contests, draws, raffles, promotions and offers for third party products and services
- To provide you with information on new or current products, services or upcoming events, including third party events sponsored by Metrolinx; and
- To conduct and administer rewards or loyalty programs
To manage, develop and improve our operations, products and services, including:
- To respond to comments, questions or complaints
- To detect and prevent fraud, theft and other illegal activities
- To enforce and administer Metrolinx rules, by-laws and policies; and
- To audit internal procedures
To assess, process and administer: applications for employment; injury, damage and other claims; and tenders, proposals and contracts.
For research, statistical, planning and actuarial purposes, including:
- To analyse business results, trends and patterns; and
- To conduct market research
For any other purpose required or authorized by law.
We may also use your personal information to create aggregated data. Aggregated data is data that is placed in a format that prevents or limits the chance of revealing an individual’s identity. It may be used to show general statistics or track customer behavior as a whole (for example, the number of customers living in a certain area). Such aggregated information is used by Metrolinx to plan, develop, implement, market and promote our services and products. It will not be used to identify you.
If we require personal information for any purpose(s) other than those set above, we will ask for and obtain your consent before using your personal information for such purpose.
- Disclosure of Personal Information
Metrolinx may from time to time provide your personal information to third parties that we work with to provide our products and services or who have a need to know the information for one of the purposes described above. This may include circumstances where:
- Aggregated data is provided to third parties for the purposes of planning, developing, implementing, marketing or promoting Metrolinx services, or for research, statistical, planning and actuarial purposes
- Disclosure is required or permitted by law or pursuant to a court order; or
- Disclosure to a third party is reasonably required to facilitate the provision of our products or services
- Limiting Collection, Use, Disclosure and Retention of Personal Information
Once collected, personal information will only be used and disclosed:
- As required or permitted by applicable law
- Ensuring Accuracy of Personal Information
Metrolinx will take reasonable steps to ensure that your personal information is accurate, complete and up–to–date. If you wish to verify, update, remove or amend your personal information in our records, please notify us in writing at the address set out below. If you successfully demonstrate the inaccuracy or incompleteness of your personal information, we will amend your information as required. Depending upon the nature of the information challenged, amendment may involve the correction, deletion, or addition of information. Where appropriate, we will provide the corrected information to third parties that have access to your information.
- Ensuring Safeguards for Personal Information
Security safeguards appropriate to the sensitivity of the information are used to protect personal information collected by Metrolinx against loss or theft, as well as unauthorized access, disclosure, copying, use or modification. Technical, contractual administrative and physical security measures, or a combination thereof, may be used. Metrolinx protects personal information regardless of the format in which it is held.
- Openness about Policies and Practices
We are committed to ensuring that information about our privacy policies and practices is available to you. Metrolinx makes general information regarding its privacy policies and practises available on its website. For additional information, please contact the Senior Privacy Officer at:
97 Front Street West, 2nd Floor
Toronto, Ontario, M5J 1E6
- Individual Access to Your Own Personal Information
Upon written request, we will confirm the existence, use and disclosure of your personal information. You may request access to your personal information at any time. Please provide sufficient information in your request to enable Metrolinx to provide an accurate account of your personal information. Depending on the nature and complexity of the request, you may be required to pay a fee (as prescribed by FIPPA) before your request can be processed.
In certain situations, Metrolinx may not be able to provide access to all personal information it holds about you. For example, we may not be able to disclose information if the record also contains references to other individuals, contains confidential information, or is subject to legal privilege. Exceptions to the access requirements are determined in accordance with applicable law, and the reasons for denying access will be provided to you.
- Challenging Compliance
Any questions pertaining to the privacy concerns should be addressed to:
Senior Privacy Officer
97 Front Street West, 2nd Floor
Toronto, Ontario, M5J 1E6
Your Privacy: Frequently Asked Questions
What is personal information?
“Personal information” is any recorded information about an identifiable individual. Examples of personal information include:
- Your name, address, birth date, address, email address, and telephone number
- Financial information, such as credit or debit card information or bank account information, used to process pre-authorized payments for PRESTO or reserved parking
- Correspondence describing a personal experience with a Metrolinx service, and replies to that correspondence
- Personal opinions or views expressed in a letter or email to Metrolinx
- Demographic information collected as part of a survey
- Language preference provided when you register your PRESTO card
- Information relating to your education or employment history, collected when you apply to work at Metrolinx
What is NOT personal information?
Any data that has been collected in which all personal identifiers have been removed, making determination of your identity impossible, is not personal information. Also, your job title, business address and business telephone number are not personal information.
Why does Metrolinx need my personal information?
We need to collect personal information from you from time to time in order to provide our services to you, to promote our services, to make our services better and to operate our business in accordance with legal requirements. Our practice is to collect only the information that we need.
What personal information does Metrolinx collect?
The type of information we collect depends on the Metrolinx services you choose to use. For example:
- We may collect your name and email address so that we can correspond with you, or respond to your questions
- If you choose to register your PRESTO card, we may collect your name, address, email address, and birth date
- If you choose to reload your PRESTO card online, we may collect financial information from you
- We may collect your name, address, email address or other personal information when you enter a contest or wish to take advantage of a promotion sponsored by Metrolinx
- More detailed information may be required if you receive a fare infraction or otherwise violate any of GO Transit’s rules. In this case, GO Transit enforcement officers may need to collect your name, address, telephone number and birth date
How does Metrolinx use my personal information?
Who has access to my personal information?
Metrolinx may also be required to disclose your personal information to people outside of Metrolinx for legal or regulatory reasons. Such disclosure is governed by the Freedom of Information and Protection of Privacy Act.
How is my personal information protected?
We use a variety of means to protect your personal information. Depending on the type of information, these may include any or all of the following:
- Technical safeguards, such as the use of passwords, encryption and firewalls
- Physical safeguards, such as facility access controls, workstation security
- Placing written information in locked filing cabinets, and mobile device security requirements, as and when required
- Administrative safeguards, such as requirements for employee security clearances and limiting access on a "need-to-know" basis
We make every effort to ensure that these safeguards not only comply with the Freedom of Information and Protection of Privacy Act but also, where appropriate, reflect current trends and privacy best practices/industry standards.
Can I find out what kind of personal information Metrolinx collects and retains?
Yes. For a listing of all Personal Information Banks maintained by Metrolinx, please visit the Directory of Records maintained by the Ministry of Government Services.
The Freedom of Information and Protection of Privacy Act (FIPPA) defines a Personal Information Bank as “a collection of personal information that is organized and capable of being retrieved using an individual’s name or an identifying number or particular assigned to the individual”.
How long will you keep my personal information?
Metrolinx will keep your personal information for as long as the information is required for the identified purpose(s). After that, Metrolinx is required to retain your personal information for a further period as determined by the Freedom of Information and Protection of Privacy Act and other applicable law.
What if I don’t want Metrolinx to use my personal information?
If you do not want Metrolinx to use your personal information, you may choose not to provide it to us or you may withdraw your consent at any time by providing written notice to us; however, this may affect our ability to respond to your requests or provide services to you.
Can I access or update my personal information?
Yes. If you wish to access or update the information we have about you, please contact Metrolinx’ Senior Privacy Officer at the address listed below.
Senior Privacy Officer
97 Front Street West, 2nd Floor
Toronto, Ontario, M5J 1E6
What if I want to make a freedom of information request?
To make a freedom of information request, please contact Metrolinx’s Freedom of Information Office at the address listed below:
Freedom of Information Coordinator
277 Front Street West, 4th Floor
Toronto, Ontario, M5V 2X4
Website Terms & Conditions
Metrolinx Social Media Code of Conduct
Metrolinx welcomes and encourages participation and open conversation on our social media channels (including, but not limited to, blogs, Facebook, Twitter, Instagram, YouTube and online story-sharing forums), and we look forward to reading your comments, stories, discussions and experiences related to our programs and services that you would like to share. By accessing, using and interacting with a Metrolinx social media channel you agree to be bound by this Code of Conduct, as amended from time to time.
Commenting and Interacting
We are committed to fostering and maintaining open and respectful discussions of our programs and services on our social media channels and we reserve the right to review, moderate, edit and/or remove content that violates these terms.
Be respectful of all other social media users, including Metrolinx, its management and employees.
Stay on topic, keep the conversation relevant to the community and contribute to the dialogue of the applicable social media channel.
As a user of a Metrolinx social media channel, you agree that you will not message, post, share or otherwise disseminate content that:
- is abusive, threatening, harassing, defamatory, vulgar, obscene or otherwise inappropriate and/or objectionable;
- incites hatred, racism, discrimination or violence of any kind against any individual or group based on race, ethnic origin, religion, sexual orientation or any other protected ground in the Ontario Human Rights Code;
- breaks the law or encourages others to do so;
- contains personal or confidential data or information of any person (including, but not limited to card numbers, addresses or other contact information);
- includes an image of any person, whether strangers, friends or family, without first obtaining that person’s consent;
- impersonates or falsely claims to represent another individual or organization; or
- is put forward for advertising or other promotional or solicitation purposes, including, but not limited to, commercial endorsements and unsolicited electronic messages (spam).
Comments, opinions and other content submitted by a user on a Metrolinx social media channel are those of their respective contributors only and do not represent or reflect the views and opinions of Metrolinx, its management or employees. Metrolinx is not responsible for, and disclaims any and all liability to the fullest extent permitted by law for the content submitted by users of the Metrolinx social media channels.
A user who repeatedly disregards these terms may be banned from further participation of the Metrolinx social media channels.
Links to Other Websites
A Metrolinx social media channel may display links to other websites. Metrolinx is not responsible for the information found through these links, nor does it endorse or approve the sites and their content. You access and use these websites at your own risk.
Metrolinx Engagement With Users
Metrolinx may elect, in its discretion, to interact (including, but not limited to, by way of “following”, “liking”, “re-tweeting” or “subscribing”) with a user. Any form of recognition, communication or engagement by Metrolinx with a user through a social media channel does not imply an endorsement or approval of any kind by Metrolinx.
When you submit or post content to a Metrolinx social media channel, you are providing us with a non-exclusive, irrevocable right to reproduce your posts (including any images, sound recordings or other content you supply with that post), together with your name and profile picture (if applicable) for attribution purposes, in any medium, anywhere in the world, for our own business purposes, including for advertising and promotional purposes. In conjunction with this authorization, you represent that to the best of your knowledge you own or have the permission and authority to make such posts and grant the above rights to us. You must never post any content that violates anyone else’s rights, including privacy, publicity, intellectual property or other proprietary rights.
Metrolinx recognizes that social media channels allow for 24/7 communication, and your interactions are welcome at any time. We may only read and respond to comments, messages and content posted by users during our business hours.
Social media channels may periodically be unavailable. Metrolinx is not responsible for a lack of service due to a social media channel being down.
Use of any Metrolinx social media channel is at your own risk. The Metrolinx social media channels and all of their content are provided strictly on an “as is” basis. We do not make, and expressly disclaim, any warranty, representation, guarantee or covenant of any kind, whether expressed, implied, statutory or otherwise. Metrolinx will not under any circumstances be liable for any damages arising from, connected with, or relating to a Metrolinx social media channel.
This Code of Conduct, the use of a Metrolinx social media channel and all related matters shall be governed and interpreted solely by the laws of the Province of Ontario.
Last Modified: March 4, 2019
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.
The Metrolinx Act, 2006: This document is available on the Government of Ontario's e-laws website.
Click here for more information about the Dispute Resolution Program
GO Transit's By-Laws
For information on a specific by-law, click on the appropriate link below.
Metrolinx Act, 2006, S.O. 2006, c.16
Regulation 528/06 - Extension of development charge by-laws
Regulation 446/04 - Amendment to Greater Toronto Services Board By-Law No. 40
Regulation 189/09 - GO Transit Service Area
Regulating the use of the Regional Transit System
Establishment of Fares
Appointment of Provincial Offences Officers
Control of Vehicular traffic
Alternative Dispute Resolution Program for Contravention of Certain Parking and Fare By-laws
GO Transit Customer
Voluntary Payment of Parking Penalties
French Language Services
As 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.
It ensures that provincial government and agency services are offered in French in designated areas across the province. 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
- 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 Francophone Affairs is responsible for the administration of the FLS Act.
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
We promise to do our best to be on time; however, sometimes delays happen. With our GO Train Service Guarantee, if your train arrival is delayed by 15 minutes or more for reasons within our control, we will refund what you paid for your GO train trip.
If you paid for the affected trip using a PRESTO card, you can check to see if your trip qualifies for a refund once the trip is complete and available on the Service Guarantee site.
Here are some, but not all, eligibility requirements for our Service Guarantee policy.
Eligible delays within GO Transit's control:
- Equipment, signal, or switch problems
- Railcar door issues
- Train traffic
- Blocked tracks due to freight or VIA trains
- Construction or maintenance (without notice)
- Operational or mechanical issues
To be eligible, if you’ve travelled with a ticket on the delayed train, that ticket must have been purchased within one hour of the scheduled departure time. If you used PRESTO, you must have tapped on no later than 15 minutes prior to the scheduled departure time of the delayed train.
Not eligible: External factors beyond GO Transit's control
- Police investigations
- On-board emergencies
- Trespassing or pedestrian incidents
- Track obstructions
- Extreme weather
- When the “GO Transit Adjusted Winter Storm Schedule” plan is in effect
- When the on-board yellow emergency strip has been pushed
- Welland Canal right-of-way for passing ships
- Previously communicated service adjustments
- Trips on multiple corridors (only 1 trip at a time)
- Missed connections
- Bus trips
- Train trips cancelled prior to departure
- Construction with advance notice
- Special event flat-fare tickets or passes purchased online or in-person (ie. Sunday Funday)
Requesting a Credit
You can apply for a refund once the trip is complete and available on the Service Guarantee site. Please note that if you are trying to obtain a refund any time before that it will not work.
If you paid for your trip using a PRESTO card you must submit your claim online within seven days of the affected trip.
If you travelled with single-ride tickets or day/group passes you may request a refund at any GO station by the end of the following weekday.
You will be refunded the fare paid for the eligible delayed trip. PRESTO card holders in their 35+ trip discount periods will receive the reduced fare paid as refund. If you travelled using single ride tickets, you will receive a GO fare voucher redeemable for the trip on which a delay was experienced.
Day and group pass customers will receive GO fare 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.