Eligibility Criteria
Am I eligible?
To be eligible to join, you must:
- Be at least 19 years of age (Canada) or 18 years of age (Paris)
- Hold a full licence or second-stage graduated licence from your province, as follows:
| Province/City | Accepted Licences |
| Alberta | Class 5 or 5-GDL |
| Nova Scotia | Class 5 or 5N |
| Ontario | Class G or G2 |
| Quebec | Class 5 or 5 Probationary |
| Paris | Class B |
Equivalent licences from other Canadian provinces are also accepted (See “What if I have an out-of-province or international licence?”)
- Have no major or criminal driving convictions
- Have no convictions or suspensions relating to impaired driving
Additional criteria for Canadian applicants
- Have a good credit record
Additionally, if you have more than six years of driving experience, your record must:
- Have no more than 6 demerit points
- Have no more than 3 accidents involving damages greater than $1000, with no more than 2 of those being at-fault
If you have less than six years of driving experience, or a graduated licence, your record must:
- Have no more than 3 demerit points
- Have no more than 1 accident involving damages greater than $1000, whether you were at-fault or not.
Demerit points issued in Alberta, Nova Scotia, Ontario, and Quebec, will stay on your driving record for 2 years from the date of conviction.
As part of the application process, Canadians will have to provide a copy of their driving record, as follows (not required in France or for foreign nationals):
| Province | Driving Record Required |
| Alberta | 3-year Standard Driver Abstract You can request a driver abstract in person at a registry agent. Learn more. Alberta applicants have the option to have Communauto validate their driver record on their behalf through its third party broker. |
| Nova Scotia | Driver Abstract You can request a driver abstract by mail or in person at Access Nova Scotia. Learn more. Nova Scotia applicants have the option to have Communauto validate their driver record on their behalf through its third party broker. |
| Ontario | 3-year uncertified driving record from Service Ontario. You can order this online, or visit a Service Ontario location in person. Ontario applicants have the option to have Communauto validate their driver record on their behalf through its third party broker. |
| Quebec | SAAQ driving record and Claims History Statement. You have a month following your subscription to provide these documents. To find out how to order them online, see order my driving records. |
Please note that Communauto reserves the right to refuse any application on the basis of any other information that it deems important in the applicant’s driving record.
Can I join if I’m under 19 years old (18 years old in Paris)?
Yes, but you must subscribe through a family membership and live at the same address as your parent(s) or guardian(s) at the time of your subscription.
What if I have an out-of-province or international licence?
Out-of-province licence
You can apply to any Communauto branch with a licence from another Canadian province.
If you have a licence from a Canadian province where Communauto operates, please register in that province, unless your plans are solely for occasional use in another branch.
If you are applying with an Alberta, Ontario, or Nova Scotia licence, we will be able to validate your driving record on your behalf (it will also be possible for us to validate your driving record if you have a New Brunswick, Newfoundland and Labrador, or Prince Edward Island licence).
If you are from any other province, you must provide a copy of your driver abstract covering the previous 3 years with your application.
If you have just moved to a new province, we recommend exchanging your licence prior to applying. Each province has different time frames for exchanging your licence after moving, as follows:
| Province | Time Frame for Licence Exchange |
| Alberta | 90 days after moving. Read more at Government of Alberta. |
| Nova Scotia | 90 days after moving. Read more at Service Nova Scotia. |
| Ontario | 60 days after moving. Read more at Service Ontario. |
| Quebec | 6 months after moving. Read more at SAAQ. |
Out-of-country licence
If you have recently moved to Canada from another country, the above timeframes also apply for exchanging your out-of-country licence.
If you have recently moved to France, you have one year (18 months if you are European) to exchange your licence.
If your stay is temporary, you can apply with a licence from another country.
You will need to provide the following documents with your application:
- If you are American:
- • A copy of your driver’s licence.
- • A copy of your passport (including your visitor visa if applicable).
- If you are from any other country:
- • A copy of your driver’s licence, or an official translation of your driver’s licence from your home country, if your licence is not in French or English.
- • A copy of your passport (including your visitor visa if applicable).
If I have an international driver’s licence, am I exempt from having to obtain a Canadian provincial or French licence?
No, not necessarily. It all depends on your personal situation and the duration of your stay in the province.
If you are moving to Canada or France from another country, you will need to exchange your licence within the timeframe set by your province. (See “What if I have an out-of-province or international licence?”)
The international driver’s licence is only a translation of the driver’s licence obtained in the issuing country. You must request it before leaving your home country. The international driver’s licence is required in addition to, not in place of, your original driver’s licence. To be valid, your international driver’s licence must always be paired with your original licence. If requested by police, you must present both documents.
Is it necessary to have a credit card in order to use your services?
Yes. The registration of a credit card or a VISA Debit is required to access the service. Mastercard Debit cards are not accepted at this time.
Is it necessary to have a smartphone with data to use your service?
Not necessarily. It depends which of our two service types you plan to use. FLEX service does require the use of a smartphone with data to locate available vehicles through the Communauto mobile app. If you are signing up to use only round-trip vehicles however, you can manage your bookings and vehicle access without using the Communauto mobile app if you choose. You can make reservations through your online account or over the phone.
If you are not using the Communauto mobile app, you will need to use the key fob or card that was provided to you by Communauto to access the vehicles (available upon request if we did not provide you one at the time of registration) or, if you live in Quebec or France, you can use a compatible RFID card that you have previously linked through your online account (see “Regional Specifics” in How do I start my trip once I have a reservation?)
To find out which of our services is available in your area, please visit the “How it Works” page of your local branch.
Do I have to pay a membership bond to become a member?
No. In all branches there are options for joining without a membership bond.
Please note that the membership bond is always refundable if you leave the service. It is therefore not a cost, and it allows to access the service at rates that will provide you additional savings.
Plans that require the refundable membership bond are also the ones that allow you to take advantage of lower rates. Something to think about!
What if my credit record doesn’t meet Communauto’s requirements?
In some circumstances, if your credit record does not meet our requirements, or it is not available (if you are not yet a resident of Canada), you may still be able to subscribe (on probation) by choosing one of the Value Plans, which all require a $500 membership bond to join in our Canadian branches.
As credit records are not available in France, the credit record is not required for French residents who register in Paris.
Is it necessary to have personal car insurance in order to use Communauto vehicles?
No. When you use one of our vehicles you are automatically covered by Communauto’s auto insurance policy, which includes collision and third-party liability coverage.
If you have collision coverage through your credit card or a personal auto insurance policy, you may waive your participation in Communauto’s collision insurance by filling out the Damage Protection Plan Waiver. See the "Rates" page on your branch’s website for more details.
Membership and Billing
What if I lost or forgot my password?
To reset your password, simply click on the link “Forgot your password?” on the login page (on our mobile app or website). You’ll need your email address and your member number to be able to choose a new password.
If you don’t know your member number, you can find it in your subscription confirmation email, or on a monthly invoice (shown as the account number).
How can I figure out which plan is right for me?
You can review the available rate plans for your branch on the Plans page, and use our Trip Calculator to compare rates on different trips you think you’ll use carshare for.
Generally, if you are driving only once or twice a month or less, then the Open Plan will meet your needs. If you are driving more frequently, then one of the Value plans will be more cost-effective, since they offer the best driving rates.
No matter which plan you choose however, you can upgrade at any time. Unless you know what your needs are, we recommend that people who can’t decide on a plan should start on the Open Plan or FLEX. This allows you to try the service before committing to a Value Plan.
Still not sure? Think about factors such as:
- How often you will make trips
- How many hours each of your trips will be (think of different scenarios)
- How many kilometers you will drive
- If you want to have access to the Workday rate (only available with the Value Extra plan)
Don’t hesitate to contact us if you have any questions, we can help you find the plan that’s right for you.
How do I pay my bill?
For most members, each month your invoice amount will be charged automatically to your credit card. Toronto, Edmonton and Calgary members using FLEX vehicles are billed daily as trips are completed.
For members who joined prior to the introduction of credit card payments, you may continue with your current payment method, or update your payment method to credit card (this change would be permanent).
Adding or updating your credit card on file can be done via the mobile app, or in your online account accessible from your branch’s website (in the “Payment method” section).
How often am I billed?
For members in Ontario and Alberta, round trips by reservation are billed monthly, and one-way FLEX trips are billed daily.
For members in Quebec, Nova Scotia, and Paris, trips are billed monthly.
All members receive a monthly account statement.
How do I cancel my membership?
To cancel your membership, please send us a message through the contact form. If you were issued a key fob, please return it to your branch address as listed on the contact page by mail.
Your cancellation will take effect once the following conditions have been met:
- Your key fob has been returned (if you were issued one).
- No outstanding balance, or if you paid a membership bond, no outstanding balance greater than the amount of your membership bond.
- Minimum contract duration of one year (three months in France) has passed. Please also note the three month’s notice (one month in France) required per the Contract for the repayment of your membership bond.
You will receive a final monthly invoice (including monthly fees) for the month in which your cancellation was processed. If you are still within your minimum contract period when you request cancellation, you will continue to be billed monthly until the end of your contract period.
How do I use Communauto in other provinces and countries?
To use vehicles in another Communauto branch, you will need to register with that branch. The exception to this rule is for members in Ontario and Quebec, where reciprocal access is automatic. However, Quebec members who want to use vehicles in Toronto will still need to register with that branch separately.
Please also read the "Access to vehicles" section at the end of this question.
No application fee
There are no application fees to join another Communauto branch. To join another branch, please go to their website, as listed in the table below, and enter the following promo code when you fill out the online application form:
INTERCO
This promo code will give you access at no additional cost to the nearest equivalent rate plan and damage protection plan to your home branch membership (rates differ between branches, please consult each branch’s website for local rates).
Rate plan and Damage Protection Plan choice
When you fill out the online application form for the branch where you would like to use vehicles as a guest member, pick the same rate plan and Damage Protection Plan that you have in your home branch (except in Paris, where the form will not ask you to choose a rate plan).
Driving Record
There is no need to acquire a new copy of your driving record, the one on file in your home branch will suffice. However, you will need to upload a new picture of your driver’s licence to complete the online application process.
Invoicing
You will receive a separate monthly invoice for your trips in other branches, which will be charged automatically to your credit card. If you are an Ontario (except Toronto) or Quebec member, please note that while vehicle access is reciprocal between these branches, billing is not, and your credit card on file will not work for billing in the other branch. Please follow the instructions on the monthly invoice to make payment.
Access to vehicles
Once your registration has been confirmed in another branch, you will be able to access that branch’s vehicles using the Communauto mobile app. However, you will not be able to access vehicles located in “non-communicating” stations with the mobile app (see “How do I access vehicles located at "non-communicating" stations (usually underground)?”).
If it is important for you to also access vehicles in “non-communicating” stations, we will have to send you the necessary key fob and/or lock box key (the key fob or key card that you may already have on hand will not necessarily work in other branches). You will have to either:
- contact customer service to ask us to send you a key fob before your departure;
- or, if your destination is Quebec, Montreal, Gatineau, or Paris, once you arrive, get a public transportation access card and add it to your Communauto account (in Paris, this is only possible through your online account accessible from the branch website): the OPUS card in Quebec and Montreal, the Multi Card in Gatineau, the Navigo card in Paris.
Please note: the Navigo card in Paris is only available by subscription (at least weekly). It is therefore preferable, if you plan to go to Paris, to ask us to send you a key card beforehand, unless you are certain that the conditions for obtaining a Navigo card suit you.
Authorized Drivers
If I join Communauto, can I allow someone else to drive the car?
For trips where a second driver would be convenient (i.e. on a road trip), non-member drivers are allowed, as long as the registered member accompanies the non-member in the vehicle while they are driving. The non-member must also hold a valid licence.
If members of your household want to use Communauto vehicles regularly, they should join as a driver on your membership, so they can book and access cars on their own.
Other registered Communauto members may drive unaccompanied in a vehicle reserved under your name.
Always remember, a member who allows someone else to drive a vehicle reserved in their name remains fully responsible to Communauto for the vehicle.
Can I lend a vehicle to someone else during my booking?
No, you cannot lend a vehicle to someone else, unless they are also a registered Communauto member, in good standing.
Always remember, a member who allows someone else to drive a vehicle reserved in their name remains fully responsible to Communauto for the vehicle.
Insurance and Damage Protection
What does Communauto’s insurance policy cover?
When using a Communauto vehicle, you are covered for the following:
a) third-party liability: any person authorized to operate a vehicle under the Rules and Regulations is covered by a third-party liability insurance policy and subject to all its terms, conditions, and exclusions. The third-party liability coverage is $5 million when using vehicles based in Quebec (policy provided by La Capitale), $2 million when using vehicles based in Ontario (policy provided by Unica), $2 million when using vehicles based in Alberta and Nova Scotia (policy provided by Northbridge), and €100 million (unlimited in the event of bodily injury) for vehicles based in Paris, France (insured by MACIF).
b) collision: any person authorized to operate a vehicle under the Rules & Regulations is covered by collision insurance. Nevertheless, the Member is responsible for paying the Damage Fee corresponding with the Damage Protection Plan option selected by the Member.
What is my financial responsibility in case of collision or damage to a vehicle?
When you join, you are asked to select what Damage Protection Plan you’d like to enrol in, which will determine the maximum Damage Fee you will have to pay in case of a collision or damage to a vehicle, as follows:
- In Canada: $0, $300, or $600 per event ($1000 in Edmonton, if you have not opted into one of the new Damage Protection Plan options).
- In France: €0, €300, or €600 per event.
In Canada, in the case of a collision, the Damage Fee is billed regardless of whether you are at-fault or not.
In the case of other damage, ensure you do a circle check prior to each trip, and report any new significant damage to the vehicle (a damage card can be found in the glove box of each vehicle). A Damage Fee could be applied to the member who booked the last trip prior to new damage being reported.
Please note, Communauto is not an insurance company. OOur auto insurance policies are provided by Northbridge in Alberta and Nova Scotia, by Unica in Ontario, by La Capitale in Quebec, and by Macif in France. Despite the fact that we hold auto insurance, the Damage Protection Plan options are in place to limit the costs that would otherwise be billed to members in the event of a collision or damage.
Can I waive my participation in the Damage Protection Plan?
Except in Quebec and in Paris, it is possible to waive your participation in Communauto’s Damage Protection Plan if you are paying your Communauto bills through a credit card that offers insurance coverage for vehicle rentals (typically called Collision Loss Damage Insurance), or if your personal auto insurance policy provides coverage.
You remain financially responsible for any damage incurred to our cars, should your own insurance protection fail to cover it, so ensure beforehand that it offers sufficient coverage.
You must fill out the online Damage Protection Plan Waiver form to choose this option. You can link to the form from the "Damage Protection Plan options" section of the Rates page on your branch’s website.
Vehicles and Accessories
What vehicle types are available from Communauto?
Our fleets are broadly made up of compact hatchbacks and mid-size sedans, for example the Toyota Prius C, Hyundai Accent, Kia Rio, and Toyota Corolla.
In some branches there are larger (Toyota Prius V, Toyota RAV4) and more specialized vehicles (Nissan NV200, Dodge Caravan). Please check with your branch about what vehicles types are available.
All of our vehicles are equipped with air conditioning, and most also have USB ports. Newer models will have Bluetooth for hands-free calling, and rear-view cameras. Many cars also have cruise control and heated seats.
When reserving round-trip vehicles, you may use the “Options” tool in the mobile app to search for a specific vehicle category or set of accessories.
In the winter, all vehicles are equipped with winter tires, a snow brush, and snow shovel.
Do your cars have automatic or standard transmission?
All of our vehicles are equipped with automatic transmission.
In Paris, our fleet is made up of vehicles with both automatic AND manual transmission.
Do you provide accessories such as bike racks or child seats?
We do not provide bike racks or rooftop cargo carriers, however you are welcome to purchase your own and use them with our vehicles.
In Quebec and Paris, child seats are available in some round-trip vehicles. To search for these vehicles, select "Baby s. less than 18 kg”, or “Baby s. less than 30 kg" (do not select both at the same time) in the options menu under vehicle search on the mobile app.
Are your vehicles equipped with winter tires?
All of our vehicles have winter tires installed from November to April. We generally begin doing tire changes in early October and mid April every year.
In Paris, our vehicles are equipped with four-season tires year-round.
To check if a vehicle has winter tires installed, look for “w.tires” in the vehicle features list when making your booking.
In the winter, please allow plenty of time at the start of your trip for clearing snow or ice from the vehicle, and allow for extra driving time during periods of poor weather.
How do push-button start vehicles work?
More and more vehicles come with push-button start ignitions. For example, the Toyota Prius V, the Yaris hybrid (in Paris), newer Toyota Corollas, most Kia Rios, the Chevrolet Volt, and Nissan LEAF all have push-button start ignitions.
To turn on these vehicles, hold down the brake pedal, then press the start button, if not you will remain in Neutral and won’t be able to move. Remember to release the parking brake if it is engaged (always check).
Even though there isn’t an ignition key, there is still a car key in the glove box, and you should still take this out and keep it with you on your stopovers to lock and unlock the vehicle. Don't forget to put the car key back in its holder in the glove compartment at the end of your trip.
What is the range on electric vehicles?
An electric vehicle’s range will vary depending on driving style, weather, terrain, and accessories used when driving (in particular air conditioning and heating). A range of 70km to 120km is typical of the Nissan LEAF. For this reason, we recommend that you use electric vehicles only for urban and suburban trips.
When using an electric vehicle, it is your responsibility to make sure you have enough range to complete your trip.
It is therefore important, before leaving, to check the charge level displayed in the mobile app and/or the number of remaining kilometers displayed on the dashboard.
If you are driving a FLEX electric vehicle, unless you want to charge it yourself as part of your trip, you need to bring the vehicle back to the service area (or a FLEX drop-off point) and end your trip immediately if the driving range indicated on the dashboard falls below 15 kilometres. Penalties apply if you release the vehicle with less than the driving range required for our team to bring the vehicle to the nearest charging station.
Please note: you are not allowed to end your trip at public charging stations.
Who charges the electric vehicles?
For FLEX vehicles, the Communauto team charges them, while optimizing vehicle availability. You therefore don’t usually have to worry about bringing them back to a charging pod.
For round-trip vehicles available by reservation, it is your responsibility to bring 100% electric vehicles or plug-in hybrid vehicles back to their station and plug in the charger at the end of your trip. Penalties apply when this is not respected.
What if an electric vehicle’s battery runs low during my trip?
Electric Circuit cards are available in every 100% electric vehicle. To use a charging station, use the Electric Circuit card located in the key/card holder in the glove box (don't forget to put it back, otherwise you won't be able to end your trip properly).
You get free access to all standard (240 volt) and fast-charge (400 volt DC) charging stations throughout the Electric Circuit network, including the charging stations in the “FLO” network: maximum consecutive charging time of 30 minutes for 400 volt terminals. Additional fees could apply in case of abuse. Find a station.
If the battery runs out completely during your trip, our customer service team will put you in touch with roadside assistance (fees may apply).
Using Round-trip Vehicles Available by Reservation
Reservations
How does reserving a round-trip car work?
Our round-trip cars can be reserved up to a month in advance. Making a reservation is easy:
- in the mobile app (or in your online account accessible from your branch’s website), select the start date/time and the end date/time for your trip;
- click on “Options” if needed, to filter your vehicle selection;
- click “search”;
- select the nearest station where there’s an available car that meets your needs;
Then all you need to do is make your way to the car at the selected time and start your trip.
LAST-MINUTE BOOKING TIPS AND TRICKS
While using the mobile app is recommended for making reservations (as it is more user-friendly), it is possible to reserve a round-trip vehicle by logging into your online account. There are still some features only available through your online account that aren’t yet available on the mobile app, primarily the ability to view the “reservation grid”. This tool is useful for last-minute bookings because it allows you to see the exact start and end times of existing reservations for all vehicles in the stations you select. This allows you, if you have some flexibility, to adjust your start and end times to fit your booking between other reservations.
When making a reservation, am I always required to indicate my return time?
Yes. When using a round-trip vehicle (unlike one-way FLEX vehicles available without reservation), you must always select the start date/time and end date/time for your trip. However, you can extend your reservation once it has begun, for as long as the car is available. In the app, use the “Extend” button to add time to your trip. The app will also display how long the car is available before the next member’s booking is scheduled to start.
We do suggest giving yourself a little extra time when making a reservation, rather than risk being late. The cost of an extra hour or half-hour is far less than a late fine, and you won’t run the risk of inconveniencing another member.
Are there penalties for cancelling a reservation?
You can cancel a reservation (or change the start time or shorten it) at no charge if you cancel more than 2 hours prior to the reservation’s original start time or before 9am on the reservation date.
If you cancel a reservation within 2 hours before its original start time, you will be charged for 50% of the original time booked.
If your reservation is longer than 24 hours, please note that no cancellation fees apply beyond the first 24 hours of a booking.
Although it is always possible to cancel, postpone or shorten a reservation without penalty before 9am (in fact, between 12am and 9am), it is important to take into account that any reserved time that has already lapsed remains billable (for example, if at 8:45am you cancel a reservation that started at 7am, you will still be billed for 1 hour and 45 minutes).
What does “original start date/time” mean when it comes to the modification and cancellation policy?
It refers to the start date/time that you entered when you first made your reservation.
If we didn’t take this information into account, it would be easy to bypass our cancellation policy by rescheduling the start date/time and then cancelling the reservation afterwards. With the original information being taken into account, it simply means, for example, that at 10am, you won’t be able to cancel a reservation that begins at 11am if you have already changed the reservation’s start time, and the reservation originally started before 10am. You will, however, be able to release the vehicle.
What is the difference between cancelling a reservation and releasing a vehicle?
If your reservation hasn’t started yet, you will be able to cancel the reservation through the mobile app or website. Open the trip and click “Cancel” on the mobile app, or “C” on the website.
If your reservation has already started, you will be able to release the vehicle, ending your trip early, by selecting “Release” on the mobile app, or “R” on the website.
Releasing a vehicle means the elapsed portion of your trip remains billable, and makes the vehicle available again so that it can be reserved by someone else. Taking the time to release a vehicle if you bring it back earlier than expected allows others to use it without delay, and helps optimize vehicle availability. We strongly encourage you to do this, on behalf of other grateful members who will appreciate the availability.
Releasing a vehicle may not save you money for a short trip, but if your reservation is several days long, keep in mind that no cancellation fees apply beyond the first 24 hours of a trip, so remember to release the vehicle if you come back early to save the cost of any extra days.
Important to know
Using the Communauto mobile app to lock the doors at the end of your trip will have the effect of "Releasing” the vehicle. You therefore have nothing else to do.
On the other hand, if you use your key fob or key card to lock the vehicle at the end of your trip, you will have to select “Release” on the mobile app, or “R” on the website to successfully “Release” the vehicle. Failing to do so means you will not have shortened your reservation.
For more details on the different ways to access and end a trip, see “How do I start my trip once I have a reservation?” and “How do I end my trip?”.
Access a vehicle
How do I start my trip once I have a reservation?
To begin a trip, you must:
- 1. In the Communauto mobile app, click on “Unlock” in the reservation banner, or if you aren’t using the app, place your key fob, or a compatible RFID card that you have previously registered in your customer profile (see Regional Specifics), on the reader located on the driver’s side of the windshield.
- This will unlock the doors and disarm the anti-theft device.
- 2. You can then retrieve the car key from the key/card holder in the glove box (do not forget to put it back at the end of your trip).
- 3. You are ready to go!
You can also watch our short video about How it works.
See also “How do I access vehicles located at "non-communicating" stations (usually underground)?”
Regional Specifics
In Quebec, members frequently use their transit cards to access vehicles, instead of the mobile app, or the key fobs provided by Communauto in some (not all) branches. The OPUS card in the Quebec and Montreal regions, and the STO Multi card in Gatineau, can be linked to your account.
Only one transit card can be linked to your account. Once entered, it can be used to access vehicles in all cities in Quebec and Ontario, except Toronto. See “How do I use Communauto in other provinces and countries?”
In Paris, it is also possible to use the transit card available for the Île-de-France region to access vehicles.
To link your compatible RFID transit card, you need to enter the card number in the "Personal information" section of your online account beforehand. It is not yet possible to link your transit card via the mobile app, but this option is coming soon. Stay tuned for more information.
How do I access detailed information about a vehicle or station?
If the vehicle you have booked is in a station that you are not familiar with, click on the name of the station in the app (from your reservation list, or in the vehicle search tool) to access station information. There you will find instructions for entering/exiting the parking lot (i.e. for a gated lot), or if there are specific parking rules that must be observed at this location.
Also watch for alerts that may have been activated to pass along important information about out of the ordinary situations. Alerts are indicated to you when you are selecting your vehicle in the app by a red triangle with an exclamation mark, and the words "Important information".
During your trip, you can click on “current reservation” in the reservation banner to find both station information and alerts.
Are there stations where it is necessary to collect a key or access card before you can access the vehicle?
Yes. In some stations, it is necessary to collect a key, an access card, or a remote control to exit or enter the parking lot and/or to be able to get to the vehicle(s).
You will find these access tools in a lock box, or combination box. Do not forget to return the access cards/keys at the end of your trip. In the case of a combination box, the code is provided to you in the mobile app when you make your reservation.
In most cases, but not exclusively, these stations are located in places where there is no cellular communication. If this is the case, see also “How do I access vehicles located at "non-communicating" stations (usually underground)?”.
Please pay attention to the station information for details specific to each location. (See “How do I access detailed information about a vehicle or station?”).
How do I access vehicles located at "non-communicating" stations (usually underground)?
A number of vehicles are located in parking spots where there is a lack of cellular communication, and are therefore "non-communicating". These are generally stations located in underground parking lots.
These stations are identifiable:
- In Canada: by adding "(NoCom)" at the end of the station name
- In Paris: by adding the words "(S-Sol carte Communauto oblig.)" at the end of the station name. The mention of "carte Communauto obligatoire" means that only key cards or key fobs provided by Communauto will allow access to these vehicles.
The way to access these vehicles depends on whether or not the vehicle key is stored in the vehicle, and whether or not you use a key card or key fob provided by Communauto.
Given that there is no cellular communication at these parking spots, please remember that it is not possible to use the mobile app to access these vehicles. (Bluetooth functionality for vehicle access is currently under development to overcome this drawback. Stay tuned for more information.)
KEY NOT STORED IN THE VEHICLE
If the car key is not stored in the vehicle, a message will be displayed in the mobile app, along with a triangle with a key inside next to the vehicle number. If this is the case, before going to the vehicle, you must collect the car key from the lock box located outside the vehicle. See “Are there stations where it is necessary to collect a key or access card before you can access the vehicle?"
TYPE OF KEY CARD OR KEY FOB USED
If you have a key card or key fob provided by Communauto, you can use it to unlock the vehicle doors by holding it to the card reader as you normally do.
If you normally use a compatible RFID card not supplied by Communauto, such as a card from a public transit agency (see REGIONAL SPECIFICS in “How do I start my trip once I have a reservation?”, you cannot use it to unlock the vehicle doors. To do this, you will need to use the vehicle key that you retrieved from the lock box, but you will still need to hold your compatible RFID card to the reader to disarm the vehicle's engine immobilizer.
IN A “NON-COMMUNICATING” STATION, IF THE VEHICLE KEY IS STORED INSIDE THE CAR, IT WILL BE IMPOSSIBLE TO ACCESS THE VEHICLE YOU HAVE RESERVED, IF YOU DO NOT HAVE A KEY CARD OR KEY FOB PROVIDED BY COMMUNAUTO.
REQUIREMENT TO DISARM THE ENGINE IMMOBILIZER AFTER EACH STOP
Beyond any vehicle access considerations, the biggest difference in using the vehicles located at "non-communicating" stations is that, contrary to what is usually the case, you will have to hold your key card or key fob to the card reader again after each stop you make. This will disarm the engine immobilizer so you can turn the car on again. You will not be able to restart the car without this step.
There’s nothing complicated here, but you have to remember these steps if you’re not used to using “non-communicating” stations.
Will my co-member be able to access my reservations as well?
Yes. Your co-member will be able to unlock your reservations with their key fob (or compatible RFID card) and vice-versa. However, note that the same key fob (or compatible RFID card) that was used to start a trip must be used to end the trip.
In Alberta and Nova Scotia, your co-member will also be able to unlock your round-trip reservations through their account on the mobile app. The same account must be used to complete the trip.
Please note for FLEX trips that only the member who blocked the car will be able to unlock it. (See “Will my co-member be able to access a FLEX vehicle blocked using my account?”).
Driving and ending your trip
What do I do if something unexpected happens (e.g. being late, collision, flat tire, mechanical problem)?
If you encounter an unexpected problem, please ensure you are stopped in a safe place, then contact our reservation line 24/7 so that we can handle the situation and avoid any unfortunate consequences for the following member (no call fees are charged for calls regarding a problem or an emergency).
If you require roadside assistance, the customer service agent will be able to help you arrange for this.
If your intention is simply to extend your reservation at the last minute, you can do so using the mobile app (or through your online account accessible from your branch’s website), unless the vehicle is not available for an extension. A call charge applies to extend your reservation over the phone.
How do I end my trip?
To end a trip, you must:
- 1. Return the vehicle to the station where you picked it up.
- If you are returning to a station that you’re less familiar with, you can click on the name of the station in the mobile app to access station information. There you will find instructions for entering/exiting the parking lot (i.e. for a gated lot), or if there are specific parking rules that must be observed at this location. Also watch for alerts that may have been activated to pass along important information about out of the ordinary situations. Alerts are indicated to you when you are selecting your vehicle in the app by a red triangle with an exclamation mark, and the words "Important information".
- 2. Plug the car key back into the key/card holder in the glove box, where you took it from at the start of your trip.
- Please note, it is the USB stick or the round plug attached to the car key (not the car key blade) that must be inserted. Ensure the gas cards have been returned as well. The red light on the key/card holder will go off once everything is properly inserted.
- 3. Exit the car, close the doors, and in the mobile app, click on “End trip” in the reservation banner, or hold your key fob (or compatible RFID card) to the reader to lock the doors and re-arm the anti-theft device (see Please Note).
- 4. Always double-check that the doors are locked before leaving the vehicle.
- If the vehicle didn’t lock properly, make sure everything is properly inserted in the key/card holder in the glove box. If the car still won’t lock, make sure all doors (including the tailgate, if applicable) are closed.
Please Note
If you used the mobile app to access the vehicle, you will also need to use the mobile app to end your trip. It is not possible to use your key fob (or compatible RFID card) to lock the vehicle and end your trip if you used the mobile app to access the vehicle.
However, the opposite is possible: you can use the mobile app to end a trip started with your key fob (or compatible RFID card).
If you have any problems, please call us for assistance.
Stations with Lock Box or Combination Box
In Quebec, if you are using a car parked at a station with a lock box, please return the keys and/or the parking access card/fob to the box for the next member. If necessary, read the station information available through the mobile app for the specific details for each station. (See “Are there stations where it is necessary to collect a key or access card before you can access the vehicle?").
How do I release a car if I’m done using it earlier than expected?
If your reservation has already started, you will be able to release the vehicle, ending your trip early, by selecting “End Trip” on the mobile app, or “R” or through your online account, accessible through your branch’s website.
Important
If you use your key fob or compatible RFID card (OPUS card, Multi card, or else) rather than the mobile app to lock the vehicle, it remains necessary to select “End Trip” on the mobile app, or “R” on through your online account to release the vehicle and make it available for other members. Simply using your key fob to lock the doors will not end your trip.
Remember that no cancellation fees apply beyond the first 24 hours of a trip, so for multi-day trips, ensure that you release the vehicle if you come back early to save the cost of your remaining time. (See “What is the difference between cancelling a reservation and releasing a vehicle?”)
Can I pick up a round-trip vehicle in one place and drop it off in another?
No, a round-trip vehicle available by reservation must always be brought back to the same station where you picked it up. Otherwise, the next member with a reservation won’t be able to find the vehicle.
Using and Parking One-Way FLEX Vehicles
Access a vehicle
How does FLEX work?
Using FLEX is simple:
- Find an available vehicle on the street or using the map on our mobile app.
- Block it, free of charge for up to 30 minutes, giving you time to reach it.
- Unlock the vehicle.
- Drive!
You can also watch our short video about how it works.
How do I start my trip with a vehicle I blocked, or spotted on the street?
To start a trip, you must:
- 1. In the Communauto mobile app, click on “Unlock” in the reservation banner, or if you aren’t using the app, place your key fob, or a compatible RFID card that you have previously registered in your customer profile - see Regional Specifics), on the reader located on the driver’s side of the windshield.
- This will unlock the doors and disarm the anti-theft device.
- 2. You’ll then be able to retrieve the car key from the key/card holder in the glove box (do not forget to put it back at the end of your trip).
- 3. You are ready to go!
Regional Specifics
In Quebec, members frequently use their transit cards to access vehicles, instead of the mobile app, or the key fobs provided by Communauto in some (not all) branches. The OPUS card in the Quebec and Montreal regions, and the STO Multi card in Gatineau, can be linked to your account.
Only one transit card can be linked to your account. Once entered, it can be used to access vehicles in all cities in Quebec and Ontario, except Toronto. See “How do I use Communauto in other provinces and countries?”
Will my co-member be able to access a FLEX vehicle blocked using my account?
No. The member who blocked the FLEX vehicle must use their own key fob or mobile app to unlock the car.
Please note, this restriction does not exist in the case of round-trip vehicles available by reservation. Co-members can access round-trip vehicles reserved by each other. (See “Will my co-member be able to access my reservations as well?”)
Can I block a FLEX vehicle in advance?
Once you’ve located a FLEX vehicle using our mobile app, you can block it free of charge for up to 30 minutes, giving you time to reach it. You can only block the same vehicle one additional time if you do not access it within the first 30 minutes.
Do I have to block a FLEX vehicle in advance to access one I find on the street?
Not at all. If the vehicle is available, you will be able to access it (see “How do I start my trip with a vehicle I blocked, or spotted on the street?”).
You will know if the vehicle is available by looking at the card reader:
If the card reader is displaying:
- a green flashing LED, the car is available
- a red flashing LED, the car is already being used by another member
- both green and red LEDs flashing, the car has been blocked for use by another member (that member could be you, if you already blocked the car)
Have a good trip!
What should I do if my key fob or key card doesn’t unlock the car?
If you are having trouble using your key fob (or compatible RFID card) to unlock the FLEX vehicle (see “How do I start my trip with a vehicle I blocked, or spotted on the street?”), there are a couple things that might be the reason.
DID YOU BLOCK THE VEHICLE IN ADVANCE?
If you did not block the vehicle in advance, it may simply not be available. You will know if the vehicle is available by looking at the card reader:
If the card reader is displaying:
- a green flashing LED, the car is available
- a red flashing LED, the car is already being used by another member
- both green and red LEDs flashing, the car has been blocked for use by another member (that member could be you, if you already blocked the car)
In addition, the system may need about 10 seconds to wake up before it can provide a response, or it’s possible there was a communication error. Try fobbing in again if needed.
IF YOU DID BLOCK THE VEHICLE IN ADVANCE
There may be a communication issue between the vehicle and our system. Try fobbing in again.
If the FLEX vehicle you are trying to access is in Toronto, Halifax, or Edmonton, you can try to access it via the mobile app, just click on "Unlock" in the reservation banner.
If you still can’t open the vehicle, please call us so we can diagnose the issue.
What should I do if my mobile application doesn’t unlock the car?
If the mobile app isn’t allowing to you to unlock the car, try refreshing the app, or logging out and back in if needed. The issue could be due to a temporary communication issue between our system and the vehicle.
If you have a key fob (or compatible RFID card) on hand (see “How do I start my trip with a vehicle I blocked, or spotted on the street?”), try unlocking the vehicle with your fob.
If it still doesn’t work after a few tries, please call us so we can diagnose the issue.
Driving, parking, and ending your trip
Where can I go with a FLEX vehicle?
You can go anywhere in Canada or in the United States with a FLEX vehicle.
However, at the end of your trip, you must always release the car back inside the FLEX zone, respecting the rules for parking FLEX vehicles in your city.
How can I make a temporary stopover with a FLEX vehicle?
Keep the car key with you during stopovers and use it to lock and unlock the doors.
This also applies for vehicles with push-button start ignitions.
If you forget to remove the key from the key/card holder (in the glove box) during a temporary stopover, the trip auto-close mechanism will activate after a few seconds, meaning another member could see the vehicle as being available and drive away with it, along with anything you’ve left inside. Do not be distracted!
Where can I park a FLEX vehicle?
During your trip, you are responsible for parking the vehicle legally and respecting signage like any other driver.
At the end of your trip, you must bring the vehicle back inside the FLEX zone (or to a FLEX drop-off point), and release it in a street parking spot that adheres to the FLEX parking rules for your city.
Please review the FLEX Parking Guide for your city of use for the specific regulations and privileges you should be aware of before making a FLEX trip.
Please note: If your FLEX vehicle is equipped with a parking permit and you are travelling to another city where FLEX service is available, you will not have access to the same parking privileges as granted in the vehicle’s city of origin (parking permits from one city are not valid in another).
What is a FLEX drop-off point and how do I use one?
FLEX drop-off points are designated parking spaces for releasing FLEX cars, located on or off street, generally located outside the FLEX Zone, or in areas where other parking options are limited.
Tips for using FLEX drop-off points:
- You can start or end a trip at a FLEX drop-off point, but using these spaces for temporary stopovers is not allowed.
- Parking availability is not guaranteed.
- To know how many spaces are available before heading to a drop-off point, to know if temporary stops are allowed there, or to find out if any temporary parking restrictions apply (for example, certain drop-off points could be closed for construction, or snow removal), check out the map on our mobile app or website.
- Parking icons on the map are clickable. Click on an icon to see additional information about specific FLEX drop-off points.
In Montreal:
- Curbside drop-off points are exempt from street cleaning parking restrictions in effect from April 1 to December 1. Learn more.
Can I take a FLEX vehicle from one city and release it in another?
No. You may not release a FLEX vehicle in another city even if FLEX service is also available there.
You must always bring the vehicle back and release it inside the FLEX zone in the city where you started your trip.
How do I end a trip with a FLEX vehicle?
To end a trip, you must:
- 1. Plug the car key back into the key/card holder in the glove box, where you took it from at the start of your trip.
- Please note, it is the USB stick or the round plug attached to the car key (not the car key blade) that must be inserted. Ensure the gas cards have been returned as well. The red light on the key/card holder will go off once everything is properly inserted.
- 2. Exit the car, close the doors, and in the mobile app, click on “End trip” in the reservation banner, or hold your key fob (or compatible RFID card) to the reader to lock the doors and re-arm the anti-theft device (see Please Note).
- 3. Always double-check that the doors are locked before leaving the vehicle.
- If the vehicle didn’t lock properly, make sure everything is properly inserted in the key/card holder in the glove box. If the car still won’t lock, make sure all doors (including the tailgate, if applicable) are closed.
Please Note
If you used the mobile app to access the vehicle, you will also need to use the mobile app to end your trip. It is not possible to use your key fob (or compatible RFID card) to lock the vehicle and end your trip if you used the mobile app to access the vehicle.
However, the opposite is possible: you can use the mobile app to end a trip started with your key fob (or compatible RFID card).
If you have any problems, please call us for assistance.
Credits and Incentives
How is the duration of my FLEX trip calculated?
Calculating the price of your trip starts when you access the vehicle with either your key fob or through the mobile app, and ends when the vehicle is released, however, credits apply in some situations. These include giving you time to clear snow from the vehicle in winter, and as a thank-you for fueling the vehicle or relocating it to a higher-use area. See the related questions for more information.
Do I get a credit if I fuel the vehicle?
A time credit of up to 20 minutes will be given if your trip is 1 hour or less and billed at the FLEX price for your rate plan, if you make a fuel purchase of $20 (taxes included) or more. If your trip is less than 20 minutes, the time credit will be equivalent to the total trip time.
Please allow a few business days for the credit to appear on your account.
What is a relocation credit and how can I benefit from it?
Relocation credits allow you to save 30 minutes on your trip costs when you help us optimize the distribution of FLEX vehicles by selecting an identified vehicle and releasing it in the designated zone for your city as follows:
| City | Relocation Required for 30-Minutes Credit |
| Edmonton | Anywhere else in the FLEX zone |
| Halifax | From the Dartmouth FLEX zone into the Halifax FLEX zone |
| Montreal | Into the Intensive Use area as shown in the mobile app. Learn more. |
| Quebec | Feature not available |
| Toronto | Anywhere else in the FLEX zone |
FLEX vehicles offering the 30-minute relocation credit are marked with a gift icon in the mobile app.
The credit granted corresponds to the first 30 minutes of your trip, so you only start paying on the 31st minute. Your trip is also still eligible for other FLEX credits offered, including the fuelling credit and snow removal credit.
For FLEX Unlimited Pass holders (where available), the relocation credit cannot be combined with the 30-minute FLEX Unlimited Pass credit. Only one 30-minute credit will be granted per trip.
In the winter, do I get a credit for the time it takes to clear snow from the vehicle?
During winter, a credit of up to 15 minutes is applied to your trip for snow removal. Your billed trip time will begin when you start driving, or 15 minutes after you unlock the vehicle, whichever comes first.
The snow removal credit is applied regardless of the weather. If you use more than one FLEX vehicle in a day, the credit applies to each vehicle used. If you happen to use the same vehicle again during the day, the credit will only apply once.
The objective of this policy is to give you more value for money, by billing you only for the time you’re actually using the vehicle.
How do I take advantage of free use periods during a snowstorm?
During snowstorms, we often offer free use periods to members to help keep FLEX vehicles off the street and out of the way of snow removal operations. It’s also helpful to our fleet team when they are visiting cars after a storm to have them already cleared of snow.
It’s a win-win situation - the more it snows, the more generous our offers are!
To learn when these programs are active, watch for emails which will contain the details, or follow your branch’s social media channels to be able to act quickly.
Vehicles go like hot cakes once a snow event is announced, so keep an eye out during snowy weather!
Fuelling, collisions, and other trip-related questions
Fuelling and expenses
When do I fuel the car, and how do the gas cards work?
While the cost of gas is included in our rates, every member is responsible for making sure they leave the car with at least one-quarter tank of gas at the end of their trip.
If the gas level drops below one-quarter tank during your trip, we ask that everyone does their part and fuels up (regular grade only in Canada, and preferably SP95-E10 in France). This is a matter of courtesy to other members, and it’s never fun to show up to an empty tank.
A gas card is provided in all vehicles (except 100% electric vehicles). The cards should work at the majority of gas stations in Canada and the United States. In France they will only work at Total, Elan, or Elf.
The gas cards only allow pay-at-the-pump fuel purchases.
In Paris, to use a gas card, you must have on hand the codes you received when you joined.
In Canada, gas cards must be activated via the mobile app to work.
- During your booking, click “Credit card” in the reservation banner.
- The pin code you need to enter at the pump will be displayed.
- The maximum pre-authorization amount is $50 (higher amounts will not work).
If, for whatever reason, you are unable to use the gas card, please pay for gas out-of-pocket and submit the receipt for reimbursement.
Although we provide gas cards for your convenience, it is important that you always maintain the ability to make any purchase payments that may be required in the course of your trip. Do not rely entirely on the gas cards!
How can I get a fuel or maintenance expense reimbursed?
Purchase receipts for gas, washer fluid, or minor maintenance items such as new wiper blades, can be submitted via the mobile app.
To submit receipts:
If your reservation is ongoing:
- Click on “Purchase receipt” in the reservation banner.
If you reservation has ended:
- Select the appropriate trip under “My trips” and click on “Add/View receipts”
Once the expense is verified, the amount(s) indicated on the receipt will be reimbursed on your next monthly invoice. As a precaution, please keep your paper receipt until the credit has appeared on your invoice.
Expenses for items other than gas exceeding $40 must be authorized by Communauto in advance.
Collision or damage
What should I do in case of a collision or if a vehicle is damaged during my trip?
In case of a collision or damage to the vehicle during your trip, you must notify Communauto as soon as possible.
If you are involved in a collision, you must exchange contact, vehicle, and insurance information with the other driver.
In addition, each jurisdiction has its own procedures for when reporting a collision to police is required, as follows:
| Place | When Police Reporting is Required |
| Alberta | A collision must be reported to police in the following circumstances: if there are injuries, if a vehicle is not driveable, if either driver doesn’t have proper documentation on hand, or if the damage appears to be greater than $2,000 in value. A general rule of thumb is each different vehicle panel (i.e. bumper, quarter panel, door) that is damaged will be about $1,000 to repair. If in doubt, always report. To file a collision report form, you must go to a police station. |
| Nova Scotia | A collision must be reported to police if the damage appears to be greater than $2,000 in value. A general rule of thumb is each different vehicle panel (i.e. bumper, quarter panel, door) that is damaged will be about $1,000 to repair. If in doubt, always report. |
| Ontario | A collision must be reported to police if the damage appears to be greater than $2,000 in value. A general rule of thumb is each different vehicle panel (i.e. bumper, quarter panel, door) that is damaged will be about $1,000 to repair. If in doubt, always report. To report a collision to the police, you must visit a collision reporting centre with the vehicle within 24 hours. Collision reporting must be done in the police jurisdiction where the collision happened. If the car is not driveable, it can be towed to collision reporting if necessary (i.e. if police do not attend the collision scene), and then onto Communauto’s preferred auto-body shop for your area. If police do attend the collision scene, they may complete a collision report on the spot, or they may have the vehicle towed to a collision reporting centre. |
| Quebec | Joint reports (constats amiable) are available in the glove box of each vehicle. Unless there are injuries, it is not necessary to contact police if you complete the joint report. If you can’t find the joint report, it is also sufficient to collect the reIevant information on the circumstances of the collision, the other vehicle(s) involved, the identity of the driver(s), and their insurance information. It is mandatory to obtain a police report in the case of a hit and run. |
| France | You will find a collision report in the glove box or in the compartment under the passenger seat (depending on the vehicle model). It is necessary to ensure that this report is filled in as well as possible, especially with the insurance details of the other vehicle. If the other vehicle does not have valid insurance, call the police (17). Whatever the severity of the collision, contact us as soon as possible at 01 720 907 75. |
As well, you can always call us for assistance if you are involved in a collision and need guidance about how to proceed.
Violations and tolls
What should I do if I get a ticket during my trip?
Members are responsible for any vehicle-related fine received during your booking period, whether it is a parking or traffic violation. If you receive a ticket during your trip, you will save a $20 administrative fee if you go ahead and pay it yourself.
If you don’t pay it upfront, once we receive the infraction notice by mail, we will pay the ticket and apply the infraction amount to your account, along with the $20 administrative fee.
What happens if the car I used is ticketed and/or towed?
When parking a vehicle during or at the end of your trip, you are responsible for making sure the vehicle is parked in a designated space, or in an area with no parking restrictions.
If the vehicle is left in an area with parking restrictions and receives a ticket or is towed, you will be fully responsible for all costs incurred.
Administrative fees will also be charged, depending on the circumstances. Please refer to the Penalties and other fees document on the Terms of Use page (link at the bottom of this page) for further details.
Can I drive on a toll route or bridge with a Communauto vehicle?
Yes. We will add any toll charges to your monthly invoice once they have been billed to us. We do not bill any additional administration fees for the use of toll roads or bridges.
Some branches have toll road or toll bridge transponders in the vehicles for your convenience, as follows:
| Halifax | MACPASS PLUS - for the Halifax-Dartmouth bridges, and Halifax Stanfield Airport parking |
| SW Ontario | 407 ETR Transponder - for the Highway 407 ETR, and provincial toll highways 407, 412, and 418 |
| Toronto | 407 ETR Transponder - for the Highway 407 ETR, and provincial toll highways 407, 412, and 418 |
Please note that toll charges may not be invoiced during the same month as your trip, depending on when we receive the toll invoice.
Smoking/vaping
Can I smoke or vape in the cars?
No, all of our vehicles are non-smoking.