Filing a claim with the STM
We are committed to providing safe and reliable service across our network, but incidents can occasionally occur. Here’s when and how to file a claim with the STM.
Publication date: August 11, 2026
Key information
- To request an exchange or refund for your transit fares, see our terms and conditions.
- If you have had a negative experience on the network or want to file a complaint, contact our Customer Service team.
- If your car was damaged, contact your car insurance company.
- For any other type of damage, complete the online claim form by selecting”Other,” followed by “Claims.” Please note that the STM is not automatically liable.
Types of damage
Before submitting a claim, identify the type of damage you experienced to know what steps to follow.
Physical damage to your vehicle
If an STM vehicle damages your vehicle (bent fender or broken mirror, for example), contact your car insurance company.
Injury involving an STM vehicle
If you are injured due to an incident or negligence involving an STM vehicle, submit your claim to the Société de l’assurance automobile du Québec (SAAQ).
Crime
If you are the victim of a crime inside an STM vehicle or facilities, you contact the CSST office in charge of compensating crime victims (IVAC).
Other damage
For any other damage across the network, you can submit a claim to STM via the contact form by selecting “Other,” followed by “Claims.” Please note that the STM and its staff are not automatically liable.
Documents to attach to your STM claim
To help us analyze your claim, please:
- Provide as much information as possible about the situation
- Indicate the amount you are claiming
- Attach your supporting documentation (invoices, medical documents, photos, etc.)
Attach the police report to the claim
If the Service de police de la Ville de Montréal (SPVM) filed a report in connection with your claim, you will have to complete an access request form to obtain it. Fees may apply.
Submitting a power of attorney when using an intermediary
If someone is acting as an intermediary for your claim, you must provide us with a signed power of attorney.
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