As part of our Customer Experience Strategy, Wheel-Trans has made a commitment to update all customer policies over the next year. It is our goal to create policies that are simple and flexible and to create a safe and respectful environment for everyone using Wheel-Trans services. By defining clear rules and guidelines for all persons using or interacting with TTC Wheel-Trans, our customers will know what to expect and how Wheel-Trans will support them on their journey!

Each policy was designed in consultation with the Advisory Committee for Accessible Transit (ACAT), Legal, Human Rights & Diversity departments.

Code of Conduct Policy

We’re Improving Your Experience

Protecting the safe and respectful environment on TTC Wheel-Trans is important to us. To ensure our customers and our staff experience a culture of respect, dignity and safety when interacting with or travelling on the TTC, we have introduced a new policy. The Wheel-Trans Code of Conduct Policy protects the integrity of the TTC in accordance with By-Law No. 1.  This new policy allows and authorizes Wheel-Trans to take immediate action if the safe and respectful environment is jeopardized in any way.

Policy Statement

The purpose of the Code of Conduct Policy is to define the rules and guidelines surrounding appropriate behaviour and use of TTC Wheel-Trans by all persons interacting with or travelling on Wheel-Trans. The intent of this policy is to protect the integrity of TTC Wheel-Trans services in accordance with TTC By-Law No. 1 and other TTC Wheel-Trans customer facing policies.

Scope

The policy applies to all persons interacting with and travelling on TTC Wheel-Trans services. This policy includes visitors to TTC property.

Code of Conduct Policy

  1. All persons interacting with or travelling on Wheel-Trans services shall adhere to the TTC By-Law No. 1. The object of this by-law is to protect the integrity of the transit system.  The TTC has the authority to pass by-laws regulating the use of its transit system in accordance with section 143 and Part XV of the City of Toronto Act.
    1. In summary TTC By-Law No. 1 states that persons shall:
      1. pay a fare
      2. provide proof of payment if requested
      3. follow rules for using transfers
      4. refrain from riding bicycle in or on TTC property
      5. make available the priority seating for persons with disabilities
      6. refrain from interfering or obstructing a TTC employee or contractor from performing his or her duties
      7. wear appropriate shoes and clothing while on TTC property
      8. refrain from putting feet/shoes on seat
      9. refrain from laying down on TTC property
      10. refrain from littering
      11. refrain from smoking, using e-cigarettes or vaporizing while in or on TTC property
      12. refrain from causing a disturbance with profanity, gestures, fighting, or being offensive
  2. All persons will abide by the guidelines of the TTC Wheel-Trans Customer Charter.
  3. Safety
    1. always wear a seatbelt, if possible
    2. do not place any part of your body out the window of the vehicle
    3. do not throw any objects outside of the window of the vehicle
    4. always follow the instructions of TTC employees, including requests to evacuate the vehicle
    5. do not interfere with the operator of a TTC vehicle or obstruct the vision of the operator
    6. do not enter TTC property or vehicles while having any weapons or instruments intended for use as weapons in your possession
    7. do not enter TTC property or vehicles while in possession of any flammable materials, unless otherwise approved
    8. refrain from any action that would knowingly jeopardize the safety of yourself or any other persons within TTC property
    9. if you see something, say something and report any safety concerns immediately to a TTC  employee
  4. Reliability
    1. be ready and waiting at the designated pick-up location 5 minutes prior to your pick-up time
    2. make every attempt to notify Wheel-Trans as soon as possible if you are unable to make your scheduled trip
    3. avoid unnecessary late cancellations and no-shows where possible
    4. all customers shall use Wheel-Trans in a responsible manner to preserve, protect and promote the longevity, of this essential public resource for greater mobility in the City of Toronto
    5. no person shall falsely represent themselves through words, actions, clothes, insignia, badge, or equipment. Using any identification, other than your own, is prohibited
    6. no person shall knowingly provide any false information in any statement, whether in writing or otherwise to TTC
    7. registered customers are not permitted to book travel for non-registered customers on Wheel-Trans
  5. Accessibility
    1. ensure that your ramp, driveway and sidewalk are clear of ice and snow
    2. ensure that the destination you have requested is accessible
    3. always inform Wheel-Trans of the exact mobility device that you will be travelling with to ensure we send a vehicle that accommodates your device
  6. Courtesy
    1. treat other customers and TTC representatives with consideration, patience, respect, and civility to allow use, operation, and enjoyment of TTC in a safe and gratifying manner for all persons
    2. refrain from using any radio, recording device, digital music or audio device, musical instrument, or similar device in or on TTC property unless the sound is conveyed by an earphone at a sound level that does not disturb other customers or TTC employees
    3. no person shall vandalize, damage or destroy TTC property
    4. no person shall provoke violence or pose a clear threat to other persons, including verbal, visual, gestures or any other type of provocation
    5. no person shall engage in fighting
    6. no person shall behave in a manner which would interfere with the ordinary enjoyment of persons using the transit system
  7. Communication
    1. inform Wheel-Trans of any changes to your disability or conditions as soon as possible
    2. refrain from communicating with TTC staff, other customers or members of the public in a manner that is disrespectful or abusive including using profane language, yelling, speaking offensively, making lewd comments or gestures
  8. Cleanliness
    1. all persons shall wear proper clothing and footwear while on TTC property
    2. no person shall be in a TTC vehicle or property exhibiting any odor that unreasonably interferes with the use, operation or general enjoyment of the services
    3. all persons are expected to maintain a reasonable level of personal hygiene
    4. all persons shall refrain from littering
  9. Comfort
    1. give other customers the space they need to have a comfortable trip
    2. all persons must follow the scent-free guidelines and environmental sensitivity policy
  10. Inclusivity
    1. no person shall make any expressions, statements or gestures that would be considered offensive on the grounds of race, gender, disability, religion or sexual orientation or any other prohibited grounds of discrimination as per the Ontario Human Rights Code

Documented violations of the Customer Code of Conduct that jeopardize the safe & respectful environment of Wheel-Trans may result in suspension of service.

Number of Violations (in a 1 Year period) Suspension
1st violation   Advisory Letter
2nd violation   7 day suspension
3rd violation   14 day suspension
4th  violation   30 day suspension
5th  violation  60 day suspension


Note: Depending on the nature of the violation, customers may face immediate suspension and/or criminal charges.

If you have been suspended and wish to appeal the decision, please contact:  Wheel-Trans Customer Service at wtcs@ttc.ca or call 416-393-4111.

Door-to-Door Policy

Policy Statement

The Door-to-Door Policy defines the rules and guidelines surrounding the provision of Wheel-Trans services for both door-to-door trips and trips to Family of Services landmarks (i.e. lay-by area in close proximity to a conventional bus stop).
The primary goal of this policy is to ensure that while being escorted to and from the vehicle during Wheel-Trans pick-ups and drop-offs, both customers and operators have a clear understanding of what to expect.

Scope

The policy applies to all registered customers of Wheel-Trans.

Responsibility

TTC Wheel-Trans staff, including contracted service providers is responsible for following this policy. TTC Wheel-Trans Supervisors and Managers are responsible for ensuring this policy is followed correctly.

Legislative Requirements

  • Accessibility for Ontarians with Disabilities Act (2005);
  • Integrated Accessibility Standards Regulation, Ont. Reg. 191/11; and
  • Ontario Human Rights Code.

Definitions 

Origin is defined as the first Wheel-Trans pick-up location, i.e. the address where the trip originates or begins.

Destination is defined as the Wheel-Trans drop-off location, i.e. the address where the trip ends.

Origin to destination service is defined as a service where customers are taken from their origin to destination locations. Origin to destination services may include services on any accessible TTC conventional transit services.

Door-to-door is defined as origin to destination service from the door at the customer’s origin address to the door at the customer’s destination address.

Door/designated door is defined as the common public entrance at a building, residence, or area, that provides shelter from the elements, which may include going through a maximum of two doorways into the common public entrance of public facilities, i.e. the weather doors and then entry doors to a medical building or a lobby of a residential building.

Common public entrance is defined as the appointed waiting area in a public facility. Examples of a common public entrance include a lobby, lounge, entry way, atrium, reception desk, information desk, etc.

Accessible TTC conventional services are accessible TTC buses, community buses, streetcars and subways. These services do not include TTC Wheel-Trans.

Family of Services trip is defined as a multi-modal trip using both Wheel-Trans and the accessible TTC conventional services including: bus, subway, streetcar, or community bus services.

Lay-by is defined as an area on the side of the road where a vehicle can pull over to the side to allow customers to board and exit the vehicle.

Policy 

  1. TTC provides origin to destination services that include:
    1. door-to-door services provided by Wheel-Trans vehicles;
    2. accessible TTC conventional transit provided by bus, subway, streetcar or community buses;
    3. via Family of Services, a combination of both Wheel-Trans and conventional transit services.
  2. There are three main types of doors:
    1. A door to a home or personal residence;
    2. A door to an apartment building, i.e. the first door that provides entry into the apartment/condominium, not the door to a customer’s actual living residence;
    3. A door to a public facility, including medical centres, restaurants, hospitals or stores identified through a designated landmark, or designated door indicating the first accessible door, that provides shelter from the elements and access to the building.
      For example, a Wheel-Trans door-to-door trip to:
      a hospital: would require the Wheel-Trans operator to bring the customer through a maximum of two double doors, to enter the building, but will not bring the customer to the door of their specific appointment, i.e. the dialysis unit.
      a recreation centre: would require the Wheel-Trans operator to bring the customer through a maximum of two double doors, into the general area of the facility, but will not bring the customer to the door of their specific activity, i.e. adult day program.
  3. When origin to destination services are provided solely through a door-to-door Wheel-Trans trip, the operator will escort the customer from the door of their origin address to the first set of accessible doors that provides entry way into a shelter including a house, building or facility at the destination address.
  4. When escorting a customer from the door to the vehicle or from the vehicle to the door, the operators will offer light assistance by steering a customer in a manual wheel-chair, by offering an assistive elbow to customers with visual impairments, or by simply accompanying the customer by walking beside them.
  5. The operator is not required to do any of the following: carry the customer’s personal carry-on items, carry any mobility devices (with the exception of loading and unloading), to physically lift the customer in any way or do anything that would otherwise be in violation of the operator’s training.
  6. If a customer does not want to be escorted to or from the vehicle to the door of their destination, they must inform the operator of this request. The operator is still required to wait and to ensure that they visually see the customer cross the threshold of the door and are inside the location of their destination.
  7. Wheel-Trans operators are required to call out the customer’s name and correctly identify that they have connected with the right customer. If there is any confusion, operators will confirm the identity of the customer by asking the customer their first name, last name, customer ID number and destination address.
  8. Customer pick-up and notification of arrival:
    Customers are required to be waiting near the door or inside the common public entrance at the origin of their trip five minutes prior to the scheduled pick-up time.
    If the pick-up location is a house where the door-bell is easily accessible, the Wheel-Trans operator may use the doorbell to notify customers of their arrival as a courtesy, however, Wheel-Trans operators are not required to use the doorbell or buzzer system to notify customers of their arrival.
  9. Family of services trips:
    When origin to destination services are provided through Family of Services (a combination of both Wheel-Trans and TTC’s conventional transit services) the operator will escort the customer from the vehicle door to the:
    1. the entrance to the subway or bus station;
    2. the curb of the designated landmark (lay-by area in close proximity to conventional transit stop or station)
      If a Family of Services trip originates from a conventional transit landmark, the operator will escort the customer from:
    3. the entrance to the subway or bus station to the vehicle;
    4. the curb of the designated landmark lay-by area in close proximity to conventional transit stop.
  10. If a customer needs to exit before arrival at destination:
    Once the trip has begun it is anticipated that customers remain on the vehicle until their destination.
    Customers are not permitted to request that the Wheel-Trans operator change their route, i.e. customers cannot change their drop-off from the mall, to the doctor’s instead.
    However, should the customer unexpectedly need to vacate the vehicle, they can request to exit the vehicle and terminate the trip. If this occurs, the operator will locate the next available opportunity that is safe and secure to pull over and assist the customer to exit the vehicle. The operator will then contact Dispatch for further instruction.
  11. Safety and Accessibility Standards
    Wheel-Trans reserves the right to decline pick-up or drop-off a customer at an origin or destination address if the address does not meet our safety and accessibility standards. These include but are not limited to the following:
    1. pathway to door must be accessible;
    2. pathway to door must be visible and well illuminated;
    3. pathway to door must be clear of ice and snow;
    4. pathway to door must be clear of any objects that may present a safety risk to the customer or Wheel-Trans operator;
    5. in cases where a ramp exists, the ramp must be fully accessible. The slope of the ramp should not exceed a ratio of 1:12 slope and the ramp should not present a safety risk to the customer or Wheel-Trans operator;
    6. all doors must always allow the operator to remain in sight of the vehicle at all times;
    7. all doors must provide clear visibility for the customer to the TTC Wheel-Trans vehicle;
    8. all doors must not require the vehicle to violate any city by-laws, any regulations under the Highway Traffic Act, or parking regulations.

Exceptions

Wheel-Trans customers with a DNLU (do not leave unattended) status on their file.

Related Documents

P-WT-CS-114 FOS Conditional Travel Policy.
P-WT-CS-118 DNLU Policy.

Vehicle Exception Policy

Policy Statement

The Vehicle Exception Policy defines the guidelines and rules for when a customer requires a specific vehicle type due to the nature of their disability.

This policy also encourages responsibility among customers and acknowledgment that Wheel-Trans service is a shared ride, public transit service and therefore vehicle choices are limited.

Wheel-Trans provides vehicles based on what is assigned by the scheduling system. When customers limit the types of vehicles they can travel on, it may limit the number of trip options that are available to them. Therefore, customers are encouraged, where possible, to make a reasonable attempt to self-accommodate their disability, prior to requesting a specific vehicle exception.

Scope

This policy applies to all registered customers of Wheel-Trans with the exception of those customers who require a vehicle exception due to the size of their mobility aid or device.

Responsibility

Wheel-Trans’ Customer Service, Reservations and Dispatch staff are responsible for executing the policy. Wheel-Trans’ Assistant Manager(s) of Customer Service, Reservations and Dispatch are responsible for ensuring correct application of the policy.

Legislative Requirements

  • Accessibility for Ontarians with Disabilities Act (2005);
  • Integrated Accessibility Standards Regulation, Ont. Reg. 191/11; and
  • Ontario Human Rights Code.

Definitions

A vehicle exception occurs when a customer is unable to travel in one or more vehicle type(s) due to the nature of their disability.

Policy

  1. Wheel-Trans will accommodate persons with disabilities by providing an accessible transportation option, to the point of undue hardship.
  2. Wheel-Trans offers a variety of vehicle types within its fleet in order to accommodate customers with different types of abilities.
  3. If a customer, due to the nature of their disability, is unable to travel in one or more of the vehicles offered by Wheel-Trans, they must make a request for a vehicle exception through Wheel-Trans Customer Service (wtcs@ttc.ca or 416-393-4111).
  4. To make a request for a vehicle exception customers can:
    1. Submit the Wheel-Trans Vehicle Exception Form completed by their registered health care professional (provided by Customer Service)
      or
    2. Attend an in-person functional assessment
  5. Customer Service will review the documentation submitted by the customer and determine if more information is needed. The following information is required:
    1. the medical reason for why the customer is be unable to travel in a specific type of vehicle.
    2. identify what self-accommodations may be made by the customer to avoid the vehicle exception (i.e. travelling with a lumbar pillow for back support).
  6. If more information is required, customers may be asked to attend an in-person functional assessment, if they have not done so already.
  7. If no further information is required, Customer Service will make a decision to grant the vehicle exception.
  8. If a vehicle exception is denied, customers can appeal this decision by contacting Wheel-Trans Customer Service at wtcs@ttc.ca or 416-393-4111.
  9. Any appeals for vehicle exceptions will be reviewed by the Assistant Manager of Customer Service on a case-by-case basis.

Specific Seat Requests

Some customers have expressed requests for the front, left or right side seats of a vehicle. However, as a shared-ride public transit service, Wheel-Trans cannot guarantee specific seat requests. Where possible, Wheel-Trans will accommodate this, i.e. if the seat is available. Wheel-Trans cannot guarantee that specific seats will be available, nor will operators enforce specific seat requests. Seats are on a first come first serve basis.

Exceptions

If a customer requires a specific vehicle type due to the size and dimensions of their mobility aid, they do not require medical documentation.

Customers who require vehicle exceptions on a short-term temporary basis due to an injury or recent surgery may qualify for a temporary vehicle exception. This is determined on a case by case basis.

Related Documents

P-WT-CS 120 Travelling with Mobility Aids and Devices Policy

P-WT-CS 132 Carry-On Items Policy

Travelling with Mobility Aids and Devices Policy

Policy Statement

The purpose of the Traveling with Mobility Aids and Assistive Devices Policy is to define the rules and guidelines for persons travelling on Wheel-Trans using mobility aids and assistive devices.

Wheel-Trans will attempt to accommodate customers’ preferred mobility and assistive device and will ensure that they can be used safely on Wheel-Trans vehicles.

Scope

The policy applies to all persons travelling on TTC Wheel-Trans vehicles who are using a mobility aid or an assistive device.

Responsibility

Wheel-Trans’ Customer Service, Reservations and Dispatch staff are responsible for executing the policy. Wheel-Trans’ Assistant Manager(s) of Customer Service, Reservations and Dispatch are responsible for ensuring correct application of the policy.

Legislative Requirements

  • Integrated Accessibility Standards Regulation, Ont. Reg. 191/11
  • Ontario Human Rights Code
  • TTC By-Law No. 1

Definitions

Mobility Aid means a device used to facilitate the transport, in a seated posture, of a person with a disability.

Mobility Assistive Device means a cane, walker or similar aid used to facilitate the transport of a person with a disability.

A Wheelchair is a chair mounted on wheels driven by muscular or any other kind of power that is designed for and used by a person whose mobility is limited by one or more disabilities or functional impairments.

A Mobility Scooter is a mobility device equivalent to a wheelchair but configured like a motor-scooter.

An Unconventional Mobility Device is any device other than standard mobility devices such as wheelchairs, mobility scooters, walkers, crutches, canes, and braces or any mobility device that cannot be safely secured using TTC Wheel-Trans’ securement system.   

Policy 

  1. Wheel-Trans offers a variety of vehicle types within its fleet in order to accommodate customers with different types of abilities.
  2. A wheelchair cannot be larger than 31 inches (78.74cm) wide or heavier than a total weight (customer and device) of 800 lbs.
  3. Customers travelling on Wheel-Trans services may use standard mobility devices.
  4. Any customer or support person using a mobility device must control/move their own mobility device. Operators will not control a customer’s mobility device due to safety reasons. Operators will assist manual wheelchairs, and will secure/stow any mobility device once on board the vehicle.
  5. Customers who wish to travel on Wheel-Trans services using unconventional mobility devices (i.e. any device that is not on the standard mobility device list) may be required to participate in a Mobility Device Assessment to determine if the device can be safely secured on board Wheel-Trans vehicles.
  6. Standard vs. Unconventional Mobility Aids and Assistive Devices:
    Standard Devices  Unconventional Devices
    All devices must be no larger than 31 inches wide (78.74 cm) and no heavier than a combined weight of 800lbs (device and customer) Any device that is not on the list of standard devices
    Standard wheelchair (manual or electric) Examples:
    4 wheel scooter Segways
    3 wheel scooter E-bikes
    Kneeling scooter/walker Modified strollers
    Cane Extra-large devices
    Crutches
    Braces
    Oxygen tanks
    Strollers
  7. Customers who are using mobility devices that are not on the list of standard devices (above) will contact Wheel-Trans Customer Service at wtcs@ttc.ca or 416-393-4111 to arrange an assessment is required.
  8. Wheel-Trans reserves the right to restrict the type of vehicle assigned to a customer depending on the customers' mobility and assistive devices.
  9. Wheel-Trans reserves the right to refuse a ride to customers using mobility and assistive devices that cannot be safely secured using Wheel-Trans’ securement system or devices that would interfere with the safety of other passengers.
  10. It is the responsibility of the customer to ensure that their mobility or assistive device is kept clean and in good repair.
  11. Mobility devices that must be registered or require an operating license (motorcycles, vehicles, etc.) are not allowed on Wheel-Trans vehicles.
  12. Mobility devices are restricted to those that can accommodate only a single user. Multi-passenger devices are not permitted on Wheel-Trans vehicles.
  13. All powered mobility devices must be electric/battery powered. Devices powered by gasoline or other combustible fuels are not permitted on Wheel-Trans vehicles.
  14. It is the responsibility of the customer to notify Wheel-Trans of the type of their mobility and assistive device (and the device used by their support person and/or companion) prior to booking their trip in order to determine the appropriate type of vehicle.
  15. It is the responsibility of the customer to notify Wheel-Trans of any changes in their mobility and assistive device. Customers are encouraged to consult with Wheel-Trans prior to purchasing a new mobility or assistive device.
  16. If the customer does not inform Wheel-Trans of changes in the type of their mobility or assistive device (and the device used by their support person and/or companion) the wrong vehicle type may be sent to them. This could result in a significant delay to customers as Wheel-Trans make arrangements for another ride.

Exceptions

n/a

Related Documents

  • P-WT-CS-115 Vehicle Exception Policy
  • P-WT-CS-132 Carry-on Items Policy

Late Cancellation/No-Show Policy

Effective September 7, 2017

The purpose of the Late Cancellation and No-Show policy is to define the guidelines and rules surrounding late cancellation, no-show and cancel-at-the-door occurrences by Wheel-Trans customers.

The policy’s goal is to encourage consideration among customers when booking/cancelling their trips because of the adverse consequences associated with late cancellation, no-show and cancel-at-the-door occurrences.

Helpful Definitions

  • A Late Cancellation (LC) occurrence is defined as any booked trip that is cancelled less than four hours’ before the scheduled pick-up time. This includes trips that are booked as a same-day trip request.
  • A Cancel-at-the-Door (CAD) occurrence is defined as any booked trip that is cancelled after the Wheel-Trans vehicle has arrived at the pick-up location.
  • A No-Show (NS) occurrence is defined as any booked trip where the Wheel-Trans vehicle arrives at the pick-up location and the customer is not present.
  • Life Happens Points are points that customers use in the event of LC, CAD and NS occurrences. 
  • A Violation occurs when a customer uses more than 8 Life Happens Points in a month. This can happen through any combination of LC, NS or CAD occurrences.

Policy

  1. Wheel-Trans understands that “life happens” and there are circumstances which are beyond the control of its customers.  Therefore, each Wheel-Trans customer will receive a total of 8 Life Happens points per month.
  2. Customers are expected to make every possible attempt to cancel booked trips that are no longer needed or cannot be used at least four hours in advance of their scheduled pick-up time.
  3. Each LC occurrence uses 1 Life Happens point. If a customer has more than one LC occurrence on the same day, only 1 Life Happens point is used for the combined LC occurrences that day.
  4. Each NS and CAD occurrence uses 2 Life Happens points, regardless of whether a customer has multiple NS or CAD occurrences on the same day.
  5. Each month every customer starts with 8 Life Happens Points. Points that are not used by a customer in a given month, will not be carried over to the following month. Points will not be accrued.
  6. If a customer cancels the first part of their booked trip, the return part of the trip is automatically cancelled if it was booked at the same time, with the same trip ID.
  7. If a customer has a NS or CAD occurrence, all booked trips with the same trip ID are automatically cancelled.
  8. When a customer uses more than 8 Life Happens Points in a month it is considered a Violation.
  9. Each time a customer has a Violation within a 12 month period, the following actions may be triggered

Type of violation

Action

First month with a violation Letter is sent to customer as a first violation advisory and reminder of the policy
Second month with a violation

Customer receives a 7-day suspension of Wheel-Trans service

Third month with a violation Customer receives a 14-day suspension of Wheel-Trans service
Fourth month with a violation Customer receives a 30-day suspension of Wheel-Trans servicesion of Wheel-Trans service
Fifth month with a violation (or more) Customer receives a 60-day suspension of Wheel-Trans service

10. When a customer has no violations for a consecutive 6-month period, their record is reset and the next subsequent violation, if any, will be treated as a first violation as per the chart above.
11. Customers whose Wheel-Trans service is suspended under the Policy, may be approved for medical trips at the discretion of TTC/Wheel-Trans.
12. Customers who receive a 30 day suspension or more under the Policy in a 12-month period, may be required to complete a travel management plan with a supervisor.

Exceptions

The following circumstances describe when a LC, NS or CAD occurrence will be exempted under the LCNS Policy:

  • If the Wheel-Trans vehicle is more than 20 minutes late; and
  • If there is a Wheel-Trans snow/ice contingency declaration in effect.
  • LC, NS or CAD occurrences may be waived under the LCNS Policy due to other circumstances including, but not limited to, the following:
  • If there is an unplanned construction or road closures that would prevent a customer from travelling to their destination;
  • If the customer experiences a sudden medical emergency;
  • If there is an unplanned building closure preventing the customer from attending the destination; and
  • If Wheel-Trans made an error such as the vehicle went to the wrong pick-up location or landmark. If a customer would like to request that a LC, NS or CAD occurrence be waived, they must contact customer service by phone at 416-393-4111 or email at wtcs@ttc.ca. Each waiver request will be considered on an individualized basis.  

Looking for more information on the Late Cancellation & No-show Policy? Check out our Frequently Asked Questions.

Carry-on Items Policy

Policy Statement

The purpose of the carry-on items policy is to define the guidelines and rules for customers who need to bring carry-on items on board during TTC Wheel-Trans service. This includes defining the safety and accessibility considerations for carry-on items.

Scope

This policy applies to all TTC Wheel-Trans operators and contracted service providers. This policy applies to all persons travelling on TTC Wheel-Trans.

Responsibility

TTC Wheel-Trans operators and contracts are responsible for following this policy. TTC Wheel-Trans customers, their companions and support persons are responsible for following this policy. The Assistant Manager of Customer Service and the Divisional Manager of Operations, or their delegates, are responsible for ensuring the adherence to this policy.

Legislative Requirements

Ontario Regulation 191/11, Integrated Accessibility Standards, Part IV, Transportation Standards and the Accessibility for Ontarians with Disabilities Act (2005).

Definitions

Personal Item is defined as personal item that is no larger than the maximum dimensions of 9 inches x 14 inches x 22 inches (22 cm x 35 cm x 56 cm), including handles and wheels. Examples include, back packs, purses, briefcases and tote bags.

Shopping Bag is defined as a plastic or paper bag for the purpose of carrying purchased items that is no larger than the maximum dimensions of 12 inches x 7 inches x 17 inches.

Bundle Buggy is defined as a bag on wheels with an extendable handle, owned by the customer, usually used for the purpose of grocery shopping. Bundle buggies must be no larger than 14-1/4 inches x 17-1/4 inches x 23-1/2 inches (36 x 44 x 60 cm) with a maximum handle height of 39-1/4 inches (100 cm).

Luggage is defined as a suitcase, on wheels with an extendable handle that is larger than a carry on item and is used for the purpose of travel.

Athletic Equipment is defined as personal items that are required to participate in a sport or recreational activity. Examples include hockey/basketball/baseball/soccer equipment, inline skates (roller blades), ice skates and skateboard skis, ski poles and snowboards, toboggans.

Large or Bulk Items are defined as items that are likely to inconvenience, obstruct, interfere or jeopardize the safety of other passengers or damage TTC property, will not be permitted on TTC services.

Hazardous Materials are defined as any items prohibited on TTC property as outlined in TTC By-Law No. 1 including gasoline, diesel, reactive and acidic chemicals, and containers carrying these materials, Firearms, prohibited weapons, toxic and combustible/explosive materials, such as wet-cell batteries, propane tanks and gasoline containers.

Policy

  1. All persons travelling on Wheel-Trans are required to be able to manage all carry-on items, including all of those listed in the above definitions, by themselves without assistance from the operator. This includes being able to safely load and unload your items on and off the vehicle.
  2. Operators and contracted service providers are not required to assist customers with their carry-on items at any time.
  3. If you cannot manage your carry-on items on your own, you will need to ensure you are travelling with a support person or a companion to assist you.
  4. Wheel-Trans has established maximums for each carry-on item:
    • Personal Item = 1 per customer
    • Shopping Bag = 4 per customer
    • Bundle Buggy = 1 per customer
    • Luggage = 2 per customer
    • Athletic Equipment = customers must advise Wheel-Trans at time of booking, requires pre-approval
    Grand total of carry-on items per customer cannot exceed a total of 5 items from the above list.
  5. Carry-on items are not permitted to protrude from a mobility aid or assistive device as this may interfere with the safe securement of the device.
  6. Bundle buggies are permitted on Wheel-Trans services but must be able to be safely secured by the operator to ensure it is not restricting or impeding the space of other customers.
  7. Shopping carts belonging to grocery stores or supermarkets will not be permitted on Wheel-Trans services.
  8. When travelling with a back pack, customers are asked to either place the back pack on their lap or the floor when travelling to minimize the space and impact to other customers.
  9. Athletic equipment is permitted if transported safely, customers are not permitted to wear rollerblades or skates on the vehicle. If travelling with a larger piece of equipment, please notify Wheel-Trans at the time of booking.
  10. Bicycles will be permitted if there is space and availability on the vehicle to safely secure during travel.
  11. Large or bulk items are not permitted on Wheel-Trans services as they may obstruct, interfere or present a safety risk. This may include appliances, large electronic devices such as TV’s, large moving boxes, furniture, large carts, or any other bulky item that requires an amount of space equal to or larger than the space of one passenger.
  12. If any item is identified by the operator as a potential safety risk, the operator has the right to refuse an item.
  13. TTC is not responsible for any damages to carry-on items.
  14. Hazardous materials or any other items which are not permitted on TTC property as stated in TTC By-Law No. 1 are not permitted on Wheel-Trans service with the exception of Kirpans.

Exceptions

n/a

Related Documents

P-WT-CS-120 Travelling with Mobility Devices Policy

P-WT-CS-116 Travelling with Unconventional Mobility Devices

Environmental Sensitivity Policy

Policy Statement

The Environmental Sensitivity Policy defines the rules and guidelines for persons travelling on Wheel-Trans service who have an environmental sensitivity.

This policy requests that all persons travelling on Wheel-Trans services refrain from using scented products in order to promote a scent-free environment while on-board Wheel-Trans services.
The policy  defines what an environmental sensitivity/disability is and what accommodations are required to ensure the health and safety of all persons travelling on board a vehicle.

Scope

The policy applies to all persons travelling on Wheel-Trans services.

Responsibility

TTC Wheel-Trans staff, including contracted service providers is responsible for following this policy. TTC Wheel-Trans Supervisors and Managers are responsible for ensuring this policy is followed correctly.

Legislative Requirements

Accessibility for Ontarians with Disabilities Act (2005);
 
Integrated Accessibility Standards Regulation, Ont. Reg. 191/11; and Ontario Human Rights Code.

Definitions

An environmental sensitivity (also known as multiple chemical sensitivities, cerebral allergies, chemical-induced immune dysfunction, etc.) is defined as a medically documented disability where adverse health symptoms present themselves after being triggered by exposure to chemicals and environmentals scents.

Policy

1. Wheel-Trans has a responsibility to accommodate persons with environmental sensitivities, as they would any other person with a disability, to the point of undue hardship.

Examples of undue hardship may include but are not limited to:

  • Where Wheel-Trans has to dedicate a specific vehicle to a customer.
  • Where Wheel-Trans’ ability to effectively provide efficient service is significantly impacted (i.e. customer requests a route diversion due to environmental sensitivity).
    Accommodations may include, but are not limited to the following:
  • Innovative strategies to minimize or eliminate exposure to triggers in the environment.
  • Undertaking educational programs for customers in order to increase awareness and compliance with scent-free policies.

2. Wheel-Trans operators, including contracted service providers, will always maintain care and control of the vehicle at all times. This includes:

  • Determining the appropriate use of heating, air conditioning, opening windows and seating arrangements.
  • Operators will always do their best to accommodate the needs of all customers to ensure everyone has a safe and comfortable trip.

3. If a registered Wheel-Trans customer reports that they have an environmental sensitivity which may be triggered while travelling on the service they shall:


a. Determine what self-accommodations can be made by the customer with the environmental sensitivity, for example, if a customer gets cold easily, they are encouraged to wear extra layers and if a customer gets hot easily, they are encouraged to wear loose, cooler clothing.
b. Provide medical documentation that details the type of environmental trigger, the type of adverse health symptoms it presents and outlines what measures of self-accommodation can be taken by the customer to minimize their risk, i.e. such as wearing a mask, taking allergy medication, inhalers, etc.
c. Customers may be required to attend a functional assessment with a third party medical specialist, arranged by Wheel-Trans, to document the same information required above.

4. Environmental sensitivities will be accommodated on a case-by-case basis. The general guidelines are as follows:
When a customer encounters an environmental sensitivity while on board a Wheel-Trans vehicle:

  • Operator will determine the next available, accessible and safe place to stop the vehicle.
  • Customer who is having the medical reaction to the environmental sensitivity will be escorted out of the vehicle.
  • Operator will ask customer if medical assistance is required and operator will contact EMS if needed.
  • Operator or mobile supervisor will remain with the customer until another pick-up time (within fifteen minutes of the incident when possible) has been confirmed and communicated with the customer.
  • Customers who are having an adverse reaction to an environmental sensitivity while on board a Wheel-Trans vehicle (including contracted vehicles) will not be permitted to remain on or re-enter the vehicle. The vehicle is considered contaminated by the environmental sensitivity or allergen and therefore to ensure the safety of the customer encountering sensitivity, a new vehicle is required.

Exceptions

Wheel-Trans acknowledges that some chemically scented products that aggravate a person who is environmentally sensitive, may be in fact required for another person, due to the nature of their disability.

For example, a person may need to wear a specific topical skin medication for their skin condition. This topical skin medication, required for their disability, may create a trigger for another person with an environmental disability.

If this occurs, Wheel-Trans will resolve on a case-by-case basis to accommodate both persons to the point of undue hardship.

Wheel-Trans does not place the importance of one disability higher than another and therefore does not prioritize customer trips.

Related Documents

January 2014, Canadian Human Rights Commission, Policy on environmental sensitivities: http://www.chrcccdp.gc.ca/sites/default/files/policy_sensitivity_0.pdf External link opens in new window

Support Person Policy

Policy Statement

The Support Person Policy defines the rules and guidelines for persons travelling on Wheel-Trans with a Support Person. 

Scope

The policy applies to all registered customers of Wheel-Trans.

Responsibility

TTC Wheel-Trans staff, including contracted service providers is responsible for following this policy. TTC Wheel-Trans Supervisors and Managers are responsible for ensuring this policy is followed correctly.

Legislative Requirements

Accessibility for Ontarians with Disabilities Act (2005);

Integrated Accessibility Standards Regulation, Ont. Reg. 191/11; and Ontario Human Rights Code.

Definitions

Support Person as defined by the Accessibility for Ontarians with Disabilities Act (205) means, in relation to a person with a disability, another person who accompanies the person with a disability in order to help with communication, mobility, personal care or medical needs or with access to goods, services or facilities. The person with the disability chooses their support person, it does not have to be the same person every time.

Mandatory Support Person is a designation placed on a customer profile that requires the customer to have a support person with them at all times while travelling on  Wheel-Trans service for safety purposes.
 
A Companion is defined as a person, other than the Wheel-Trans customer or support person, who is accompanying the customer during their trip.

Policy

Support Person Assistance Card

  1. All persons who wish to travel on the TTC, including  Wheel-Trans, with a support person are required to complete a Support Person Assistance Card application. The application form can be found here:
    https://www.ttc.ca/PDF/Support%20Person_Assistance_Card_Application_Form.pdf
  2. The administration, application and eligibility for the Support Person Assistance Card is managed by TTC Customer Service and is not administered by Wheel-Trans. Customers may be required to renew their Support Person Assistance Card.
  3. Eligibility for Wheel-Trans does not guarantee eligibility for the Support Person Assistance Card.
  4. The Support Person Assistance Card is a photo ID card that belongs to the person with the disability. The support person does not have an ID card and may be a different person each time a customer travels.
  5. By presenting this card, the person with the disability is permitted one (1) support person to travel with the card holder on the TTC at no additional cost.
  6. Any additional support persons will have to pay the appropriate fare.
  7. Support Person Assistance Cards are recognized if travelling cross-boundary using specialized transportation in neighboring regions such as York Region, Peel Region, GO Transit and Durham Region. Additional cross-boundary fares are required for the customer and/or any companions.
  8. Support persons must be provided by the customer, the TTC does not provide support persons or reimburse for the cost of support persons hired by the customer.

Travelling on Wheel-Trans with your Support Person Assistance Card

  1. Customers are required to advise Wheel-Trans that they are travelling with a support person, or any other persons, at the time of booking and if their support person is travelling with a mobility aid.
  2. The support person must be travelling to and from the same address as the customer.
  3. A customer may have a family member or friend travel with them as their support person; provided that the support person is capable of meeting the needs of the customer such as help with communication, mobility, personal care or medical needs or with access to goods, services or facilities.
  4. A person with a disability is permitted to act as a support person for another person with a disability; provided that the support person is capable of meeting the needs of the customer such as help with communication, mobility, personal care or medical needs or with access to goods, services or facilities.
  5. If the support person is unable to meet the needs of the customer, and/or requires additional level of support for themselves, Wheel-Trans may require the person apply for Wheel-Trans eligibility to become a customer in their own right.
  6. Dependant children 12 years of age and younger are not permitted to be a Support Person/Mandatory Support Person

Mandatory Support Person for Wheel-Trans

  1. Wheel-Trans understands the impact upon our customers when we require them to travel with a mandatory support person. Therefore, Wheel-Trans strives to only place this requirement under specific circumstances to ensure the safety of all persons on board the vehicle.
  2. Customers may be required to have a mandatory support person with them at all times while travelling on Wheel-Trans if they have a verified and documented risk of:
    • Causing harm to themselves or others;
    • Making verbal or physical threat of violence or harm;
    • Exiting the vehicle and wandering;
    • Any other action or behaviour that presents a safety risk.
  3. Examples of verified and documented risk include:
    • Documentation provided by the health care professional at the time of application to Wheel-Trans;
    • Documentation provided by TTC staff including operators;
    • Documentation provided through the Wheel-Trans Functional Assessment or Appeals process.
  4. Customers, who are required to travel with a mandatory support person, will not be permitted to travel on any Wheel-Trans services unless a capable support person is present and travelling with them.
  5. Mandatory support person designations will only be removed from a customer profile if sufficient medical information is provided to Wheel-Trans.

Exceptions

n/a

Related Documents

P-WT-CS-130 Companions Policy

Companions Policy

Policy Statement

The Companions Policy defines the rules and guidelines for customers who are travelling on Wheel-Trans with  a companion. This policy includes group bookings.

Scope

The policy applies to all persons travelling on Wheel-Trans.

Responsibility

TTC Wheel-Trans staff, including contracted service providers is responsible for following this policy. TTC Wheel-Trans Supervisors and Managers are responsible for ensuring this policy is followed correctly.

Legislative Requirements

Accessibility for Ontarians with Disabilities Act (2005);
 
Integrated Accessibility Standards Regulation, Ont. Reg. 191/11; and Ontario Human Rights Code.

Definitions

A Companion is defined as a person who is accompanying a Wheel-Trans customer during their trip and is not the customer’s support person or their dependant child. Another Wheel-Trans customer is not considered a companion.

Support Person as defined by the AODA means, in relation to a person with a disability, another person who accompanies the person with a disability in order to help with communication, mobility, personal care or medical needs or with access to goods, services or facilities.

Cross-boundary Travel refers to trips that require travelling outside the municipal boundaries of the City of Toronto.

Policy

Companions

  1. Each Wheel-Trans customer can travel with one (1) companion and one (1) support person. The companion and support person must be travelling to and from the same address as the customer.
  2. Customers must indicate at the time of booking if they are travelling using a companion, and if their companion is travelling with a mobility aid. Wheel-Trans will not transport companions who are not pre-booked for a trip.
  3. Companions must pay a regular TTC fare each time they take a trip on Wheel-Trans.
  4.  It is the responsibility of Wheel-Trans customers to make themselves familiar with policies, rules and regulations of the GTHA specialized transit agencies when travelling a cross-boundary trip with a companion.

Group Bookings

  1. Groups of registered Wheel-Trans customers who would like to travel together can request group occasional door-to-door and/or Family of Services trips. Wheel-Trans will try to accommodate group booking requests to the best of its ability but cannot guarantee them.
  2. Wheel-Trans asks for as much notice as possible for group bookings. Seven (7) days advance notice is preferred.
  3. Wheel-Trans customer ID numbers for all of the customers who are part of the group booking must be provided at the time of booking.
  4. Customers must indicate at the time of requesting a group booking if they are travelling using mobility devices, with a companion, a support person, any animals, large carry-on items or anything else that may impact vehicle capacity.
  5. Wheel-Trans will not transport customers, companions, support persons and animals who are not pre-booked for a group booking trip.
  6. All customers, support persons, and companions that are part of the same group booking must travel to and from the same address.
  7. Customers who do not show up for the pre-booked group booking will have the late-cancellation & no-show policy applied and will have to use Life Happens Points for any late-cancellations or no-shows.
  8. Group bookings where service is mandated to be provided by the school board will not be accepted. For example Wheel-Trans is not required to provide transportation for school trips. Toronto school board is mandated to provide accessible transportation option.

Exceptions

Customers who would like to travel with more than one (1) companion, can contact Wheel-Trans Reservations on the day of their trip to determine if any additional companions could be accommodated.

Wheel-Trans may consider exceptions for trips that are scheduled on observed holidays.

Exceptions will be treated by Wheel-Trans on a case-by-case basis.

Related Documents

P-WT-CS-128-Support Person Policy

Service Disruption & Irregular Operations Policy

Policy Statement

TTC Wheel-Trans is committed to delivering safe, on-time services. TTC Wheel-Trans’ ability to deliver service could be impacted by a disruption or emergency, whether planned or unplanned.

The purpose of this policy is to outline the protocol for communicating with our customers in the event of a service disruption or irregular operations situation.

Scope

This policy applies to all registered customers of Wheel-Trans services.

Responsibility

Wheel-Trans’ Customer Service, Reservations and Dispatch staff are responsible for executing the policy. Wheel-Trans’ Assistant Manager(s) of Customer Service, Reservations and Dispatch are responsible for ensuring correct application of the policy.

Legislative Requirements

Accessibility for Ontarians with Disabilities Act (2005);
Integrated Accessibility Standards Regulation, Ont. Reg. 191/11; and
Ontario Human Rights Code.

Definitions

A TTC Wheel-Trans Service Disruption is defined as an unexpected circumstance whereby the services of Wheel-Trans are interrupted.

TTC Wheel-Trans Irregular Operations is defined as a circumstance whereby Wheel-Trans remains operating but under a different than normal service provision. This may be a planned or unplanned event.

Routine Emergencies are defined as unexpected emergencies that do not require involvement beyond TTC Transit Control.
Large-Scale Emergencies are defined as emergencies that can last up to several days and span across the entire organization; they are beyond the routine emergency response capabilities of the TTC.

Provincial, Municipal or External Emergency is defined as an emergency that is declared by the City of Toronto Emergency Operations Centre and may require the TTC to act as a participant in a large scale emergency response plan.

Outbreak is defined as a localized increase (e.g. in an institution, or a specific ward or floor within an institution) in the rate of infection or illness, above that which is expected. Case definitions for institutional outbreaks are provided by the Ontario Ministry of Health and Long-Term Care, in the Ontario Public Health Standards.

Policy

Wheel-Trans acknowledges that any type of interruption to Wheel-Trans services can be challenging and inconvenient for our customers. To minimize any inconvenience, Wheel-Trans commits to keeping customers informed.

  1. Wheel-Trans will provide customers with as much notice as possible in the event of any disruptions that result in any irregular operations of Wheel-Trans services. Wheel-Trans will provide as much information as possible including:
    1. the reason for the disruption
    2. the length of the disruption
    3. any alternative accommodations (if possible).
  2. Wheel-Trans will notify customers of disruptions via each of the following channels:
    1. Automated call out to all registered customers
    2. Twitter announcement on @TTCNotices
    3. Service announcement on TTC.ca/Wheeltrans
    4. Notification to all in-service Wheel-Trans Operators
    5. Notification to all contracted service providers via Wheel-Trans Dispatch
  3. For any large scale emergencies, municipal, provincial or external emergencies, Wheel-Trans will defer to the TTC Corporate Emergency Plan for Command and Control.
  4. TTC cannot provide any financial reimbursement or any other remuneration for customers who incur a personal cost due to a service disruption or irregular operation. i.e. TTC cannot reimburse customers if they are required to take a taxi or private transportation as a result of a service disruption.
  5. When the service disruption is resolved Wheel-Trans may need to prioritize trips for life sustaining treatments, prior to resuming normal service standards.
  6. Outbreaks at public facilities where Wheel-Trans customers travel to and from:
    1. An outbreak is enforced when a Toronto Public Health Notice is posted on the front door of a location.
    2. Wheel-Trans has protocols set-up at each facility to advise and communicate to customers and operators.
    3. Wheel-Trans will assess each customers need on an individual bases.
    4. Whether or not a customer is permitted to travel to and from the facility is determined by the designated Infectious Control Representative from the facility.
    5. Wheel-Trans will provide referral information for alternative transportation options if needed by the customer.  

Exceptions

If Wheel-Trans services are affected in any way by extreme or severe weather, please defer to P-WT-CS-125 Severe Weather Policy.
Additional potential reasons for service interruption include:

  • Breakdowns
  • Personal injury
  • Customer injury
  • Bus/Auto collisions
  • EMS Transferees request-  Wheel-Trans dispatch will assist when there is a ride available.  
  • Toronto Police Transferees request- Wheel Trans dispatch will asssit when there is a ride available. 

Related Documents

TTC Corporate Emergency Plan

Severe Weather Policy

Policy Statement

TTC Wheel-Trans is committed to delivering safe, on-time services. TTC Wheel-Trans’ ability to deliver service could be impacted by severe weather events such as significant rain, snow or ice accumulation.

The purpose of this policy is to outline the rules and guidelines around travelling during severe weather conditions. It also sets out the responsibilities of TTC Wheel-Trans and TTC Wheel-Trans customers in these circumstances. 

Scope

The policy applies to all registered customers of Wheel-Trans.

Responsibility

TTC Wheel-Trans staff, including contracted service providers is responsible for following this policy. TTC Wheel-Trans Supervisors and Managers are responsible for ensuring this policy is followed correctly.

Legislative Requirements

  • Accessibility for Ontarians with Disabilities Act (2005);
  • Integrated Accessibility Standards Regulation, Ont. Reg. 191/11; and
  • Ontario Human Rights Code.

Definitions

Severe weather is applicable to a broad range of weather-related disruptions, including (but not limited to) storms, heavy rainfall, flooding, major accumulation of snow and ice and extreme cold or heat. In the event of severe weather contingency, TTC Wheel-Trans will issue an alert on the RideLine (Interactive Voice Response), on TTC Wheel-Trans’ website ttc.ca/wheeltrans and on the trip booking website mywheel-trans.ttc.ca this is an external link and will open in a new window.

Policy

  1. Only events declared by Wheel-Trans as “Severe Weather” are considered severe weather conditions. In these circumstances, Wheel-Trans will issue service alerts on the RideLine (Interactive Voice Response), on TTC Wheel-Trans’ website ttc.ca/wheeltrans and on the trip booking websitemywheel-trans.ttc.ca this is an external link and will open in a new window.
  2. During severe weather conditions, Wheel-Trans recommends that customers to cancel all non-essential trips. Customers will not have to use any life-happens points for cancellations on severe weather days.
  3. During severe weather conditions, it is the responsibility of the customer to check service alerts and public notices issued by the TTC prior to their trip. If transferring to another transit agency, the customer is responsible to check service alerts issued by that transit agency.
  4. Wheel-Trans’ operations and schedules will be significantly impacted during severe weather conditions. Wheel-Trans Customers should account for longer than usual travel times in these circumstances.

Exceptions

n/a

Related Documents

P-WT-CS-111: Late Cancellation and No-Show Policy
P-WT-CS-124: Service Disruption and Irregular Operations Policy

Service Animals and Pets Policy

Policy Statement

The Service Animals and Pets Policy defines the guidelines and rules surrounding persons travelling on TTC Wheel-Trans with service animals, emotional support animals and pets.

Scope

The policy applies to all persons travelling on Wheel-Trans.

Responsibility

TTC Wheel-Trans staff, including contracted service providers is responsible for following this policy. TTC Wheel-Trans Supervisors and Managers are responsible for ensuring this policy is followed correctly.

Legislative Requirements

  • Accessibility for Ontarians with Disabilities Act (2005);
  • Integrated Accessibility Standards Regulation, Ont. Reg. 191/11; and
  • Ontario Human Rights Code.

Definitions

A Service Animal as defined by AODA, is an animal for a person with a disability

  1. if it is readily apparent that the animal is used by the person for reasons relating to his or her disability
    or
  2. if the person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability. Guide dogs are considered service animals.

An Emotional Support Animal is an animal that provides comfort therapy to a Wheel-Trans customer. The customer must provide Wheel-Trans with medical documents from a physician or nurse confirming that they require the animal for emotional support.

Pets are defined as any animal that is not a service animal or an emotional support animal.

Traditional Animals are defined by Wheel-Trans as animals that are commonly used for the purposes of support to a disability.

Non-traditional Animals are defined by Wheel-Trans as animals that are not common and may present a risk to others, therefore requiring approval before travelling on Wheel-Trans.

Cross-boundary Travel refers to trips that require travelling outside the municipal boundaries of the City of Toronto.

Policy

  1. All animals travelling on Wheel-Trans, including service animals, emotional support animals and pets, must:
    1. Be up to date on all necessary vaccinations and be free of any communicable diseases.
    2. Be under the care and control of the customer at all times
    3. Be non-aggressive, well-behaved and respond to the instructions of the customer
  2. Traditional Animals

    Traditional service animals/emotional support animals and pets are permitted to travel on Wheel-Trans. Customers are required to notify Wheel-Trans when booking their trips, of any animals that will be travelling with them.

    Traditional service animals/emotional support animals and pets include:
    1. Dog
    2. Cat
    3. Rabbit
    4. Mouse
    5. Hamster
    6. Gerbil
    7. Guinea pig
    8. Ferret
  3. Non-traditional Animals

    Non-traditional service animals/emotional support animals and pets require customers to obtain approval prior to booking a trip with Wheel-Trans.

    Customers who wish to travel with a non-traditional service animal must:

    a. Provide medical documentation that states the customer requires the non-traditional animal for reasons relating to their disability;
    and
    b. Provide documentation that states the animal does not present any risk or threat to other customers/animals travelling on Wheel-Trans.

    Non-traditional service animals/emotional support animals and pets include but are not limited to:
    1. Birds
    2. Pigs
    3. Miniature Horses
    4. Monkeys
    5. Snakes & Reptiles
    6. Any other animal that is not listed under as a traditional service animal
  4. During the registration process customers must inform Wheel-Trans if they are travelling with a service animal/an emotional support animal or a pet. They must also indicate the type of animal, i.e. dog, cat, etc.
  5. Seats are allocated for customers, service animals/emotional support animals and pets are welcome to sit on the floor beside the customer, or on the customers lap.
  6. Animals showing signs of aggression and those who cause disruption will not be allowed to board the Wheel-Trans vehicle.
  7. Pets must be on a leash or in a pet carrier at all times and must adhere to regulations under the Carry-on Items Policy.
  8. Travelling with animals may affect the availability of same day trip booking for occasional door-to-door trips.
  9. If travelling to another municipality on a cross-boundary trip, it is the responsibility of the Wheel-Trans customer to make themselves familiar with policies for travelling with an animal with that specific transit agency.
  10. In the event that an animal on-board a Wheel-Trans vehicle, presents an:
    a. Allergy or environmental sensitivity for another customer
    b. Trigger or phobia for another customer

    To the extent that they can no longer remain on the vehicle. The same guidelines as the environmental sensitivity policy will apply:
    1. Operator will pull over the vehicle as soon as it is safe to do so
    2. Customer who is experiencing the concern will be escorted off the vehicle
    3. Operator will contact dispatch and remain on location until another vehicle has been confirmed with a pick-up time

Exceptions

Exceptions will be considered by Wheel-Trans on a case-by-case basis.

Related Documents

P-WT-CS-112 Environmental Sensitivity Policy
P-WT-CS-134 Carry-on Items Policy

Food and Beverage Policy

Policy Statement

The Food and Beverage Policy defines the guidelines and rules for customers when travelling with food or beverage on a Wheel-Trans vehicle.

Scope

This policy applies to all persons travelling on Wheel-Trans.

Responsibility

TTC Wheel-Trans staff, including contracted service providers is responsible for following this policy. TTC Wheel-Trans Supervisors and Managers are responsible for ensuring this policy is followed correctly.

Legislative Requirements

  • Accessibility for Ontarians with Disabilities Act (2005);
  • Integrated Accessibility Standards Regulation, Ont. Reg. 191/11; and
  • Ontario Human Rights Code.

Definitions

Food is defined as any nutritious substance that people or animals eat or drink, or that plants absorb, in order to maintain life and growth.

Beverage is defined as a drink, including water, to provide nourishment.

Snack is defined as a small amount of food that has minimal odour and is generally eaten between meals. 

Spill Proof Container is designed to prevent spilling.

Policy

  1. Consumption of food and beverage is permitted while traveling on the Wheel-trans vehicle, provided that it is in containers designed for travel and under the control of the customer/ support person.
  2. Customers are permitted to board the vehicle with food & beverage providing that the vehicle is kept clean and safe. Any food or drink that is brought on board must be in a closed container that is spill-proof.
  3. We ask that customers be mindful of their food & beverage choices and try to refrain from eating or drinking anything that might cause an environmental sensitivity to another customer.
  4. Customers may be asked to dispose of the product(s) before boarding if the Operator perceives a safety, scent (odour) or cleanliness issue.
  5. The customer is responsible to ensure that no litter is left behind.
  6. Open alcohol, drugs or any other prohibited substance is not permitted on any TTC Wheel-trans vehicle.

Exceptions

Exceptions will be considered by Wheel-Trans on a case-by-case basis.

Related Documents

P-WT-CS-112 Environmental Sensitivity Policy
P-WT-CS-117 Code of Conduct Policy

Lost and Found Policy

Policy Statement

The Lost & Found Policy defines the guidelines and rules for when a customer has lost or left behind article(s)/item(s) onboard a Wheel-Trans vehicle, contracted Sedan Taxi or Mini-van.

Scope

The policy applies to all persons travelling on Wheel-Trans services.

Responsibility

TTC Wheel-Trans staff, including contracted service providers is responsible for following this policy. TTC Wheel-Trans Supervisors and Managers are responsible for ensuring this policy is followed correctly.

Legislative Requirements

  • Accessibility for Ontarians with Disabilities Act (2005);
  • Integrated Accessibility Standards Regulation, Ont. Reg. 191/11; and
  • Ontario Human Rights Code.

Definitions

Contracted Service Vehicles are defined as sedan taxis or accessible minivans that are contracted to provide Wheel-Trans services on behalf of the TTC.

TTC Wheel-Trans Vehicles are defined as any vehicle owned and operated by the TTC.

Property of Significant Value or Need is defined but not limited to include, purses, wallets, keys, mobility devices and prescription medications, identification, passports, glasses.

Policy

  1. Customers are required to notify Wheel-Trans Customer Service as soon as possible once they learn that they have forgotten or lost an item.
  2. When calling in to report a lost item the customer must provide the following information:  
    1. Customer number
    2. The date that the item was lost or left behind
    3. Scheduled pick up time of the ride
    4. The pick-up address
    5. The vehicle type
    6. Description of the item
  3. When a TTC Wheel-trans bus operator finds property left behind by a customer, they will notify dispatch.
  4. The item will be signed in at the end of the operators shift to 580 Commissioners St.
  5. Wheel-Trans contracted services i.e. the accessible mini-van and sedan taxi operators will notify their dispatch. Found article(s)/item(s) on any contracted vehicle must be returned to Wheel-Trans Transportation Office (580 Commissioners) within 48 hours of discovery.
  6. As a courtesy, where possible, Wheel-Trans will make an attempt to drop off the item to the customer, however, this is not a guarantee.
  7. It is the Customer’s responsibility to contact Wheel-Trans customer service to make arrangements to pick up the lost article(s)/item(s). 
  8. In situations where the property is of significant value or need, arrangements to return the property to the customer in a timely manner will be made. These arrangements will be arranged through the TTC Wheel-Trans Shift Supervisor and the Contractor’s Dispatch to return the lost item.
  9. Food items left onboard of a vehicle will be discarded and will not be returned to the customer.  

Exceptions

Exceptions will be considered by Wheel-trans on a case-by-case basis.

Related Documents

P-WT-CS-134 Food & Beverage Policy

Fare Payment Policy

Purpose

The Fare Payment Policy defines the guidelines and rules surrounding fare payment. The Policy also defines when a customer’s record of no-fare may trigger certain policy actions. 

Scope

The policy applies to all persons travelling on TTC Wheel-Trans services.

Definitions

Companion is defined as a person who is accompanying a Wheel-Trans customer during their trip and is not the customer’s support person. Another Wheel-Trans customer is not considered a companion

Cross-boundary Travel refers to trips that require travelling outside the municipal boundaries of the City of Toronto

Fare is defined as the amount to be paid for travel on the transit system as determined by the Commissioners of the TTC. For a current list of the types of payments accepted by the TTC, please visit: https://www.ttc.ca/Fares_and_passes/index.jsp

Fare evasion:

  • Illegal entry into a subway station through a bus bay
  • Entering a fare gate without paying (including pushing a gate, hopping over a gate, walking behind someone – also known as tailgating, or holding a gate open)
  • Boarding a bus, streetcar, Wheel-Trans vehicle or contracted sedan taxi without paying a fare.

No-Fare Trip occurs when a customer boards a Wheel-Trans vehicle and does not pay a fare for a scheduled trip. This non payment of fare is recorded in the scheduling system under the customer’s registration number.

Presto Card Reader Out of Service

If the Presto Card reader is out of service when a customer taps their Presto Card, or the operator instructs the customer not to tap because the Presto card reader is out of service, this will not be counted as a No-Fare Trip or Fare evasion.

Support Person is an individual that assists a person with a disability with communication, mobility, personal care/medical needs or with access to goods, services or facilities.

Policy

Wheel-Trans fares are mandated by the TTC Fare Policy and are therefore subject to change. For the most current information on fare and fare payment please visit: https://ttc.ca/Fares_and_passes/Fare_information/index.jsp

For the most current PRESTO information please visit: http://www.ttc.ca/Fares_and_passes/PRESTO/index.jsp

All persons travelling on Wheel-Trans must pay a regular TTC fare each time they take a trip with Wheel-Trans. No person shall travel or attempt to travel on Wheel-Trans or enter a fare paid area, or attempt to enter a fare paid area without paying the appropriate fare.

Customers may contact customer service to discuss the dates that the non-payment of fares took place.

With the exception of trips scheduled in sedans, multiple trips scheduled within a two-hour window require only one fare regardless of the direction of travel if paid using PRESTO, consistent with TTC 2-hour Transfer Policy.

Persons paying senior fares (i.e. 65 years of age or older) need to carry a valid identification.

In order to use the student fare, students, between 13 and 15 years of age, do not require identification. Students, between 16 and 19 years of age, need to carry valid identification.

A support person travelling with a person with a disability is not required to pay a fare after the customer presents a valid Support Person Assistance Card. Except for one (1) support person, all other companions travelling with the Wheel-Trans customer are required to pay a regular TTC fare.

When transferring to and from a neighbouring region on a cross-boundary trip, an additional fare is required on the adjoining service plus the Wheel-Trans fare. A support person travelling with a person with a disability is not required to pay a fare after presenting a valid Support Person Assistance Card.

TTC Fare Policy takes precedent over Wheel-Trans Fare Payment Policy at all times.

All policies are subject to change at the discretion of the TTC.

Consequences of Non-Payment of Fares/Fare Evasion

Not paying a fare (fare evasion) could result in a TTC Transit Fare Inspector issuing a customer a fine up to $425. 

Each time a Wheel-Trans customer profile exceeds five (5) no-fare trips, a  “non-payment of fares” letter will be sent to their attention. 

  1. The initial letter will advise customers to be mindful of the TTC Fare policy, as well, it will inform them of the fact that they failed to pay a fare on five (5) occasions. 
  2. The 2nd occurrence of non-payment of fares will result in a seven (7) day service suspension.
  3. The 3rd occurrence of non-payment of fares will result in a fourteen (14) day service suspension.
  4. The 4th occurrence of non-payment of fares will result in a thirty (30) day service suspension.
  5. The 5th and subsequent occurences of non-payment of fares will result in a sixty (60) day service suspension.
    *If a Presto card reader is out of service, this will not be counted as a no-fare.

Customers can travel to the TTC Customer Service Centre which is located on the 1st Floor at 1900 Yonge street (Davisville subway), to pay for any outstanding fares. The following forms of payments are accepted:  Cash, Interac, American Express, MasterCard and Visa. The customer will be issued a receipt, which they will need to provide a copy of in order for Customer Service to remove the service suspension.  The office is open, weekdays, 8:30 a.m. to 5 p.m., except statutory holidays. Extended hours, 7 a.m. to 7 p.m. every Thursday and the first and the last business day of each month. 

Exceptions will be treated by Wheel-Trans on a case-by-case basis.

Legislative Requirements

Ontario Regulation 191/11, Integrated Accessibility Standards, Part IV, Transportation Standards and the Accessibility for Ontarians with Disabilities Act (2005).
TTC By-Law No. 1

Cross-boundary Travel Policy

Purpose

The purpose of the Cross-boundary Travel Policy is to define the guidelines and rules regarding travelling outside of the City of Toronto by TTC Wheel-Trans customers. This includes defining the distance beyond the City of Toronto boundary that TTC Wheel-Trans will travel. This policy sets clear expectations for the eligibility, trip-booking and transfer windows for cross-boundary trips using specialized transit.

Scope

The policy applies to all TTC Wheel-Trans customers and customers transferring from the following Greater Toronto and Hamilton Area (GTHA) specialized transit services:

  • Durham Region Transit Specialized Services
  • York Region Transit Mobility Plus
  • Peel Trans-Help

Definitions

Cross-boundary travel refers to trips that require travelling outside the municipal boundaries of the City of Toronto.

Specialized Regional Transfer Points are accessible locations designated for customers transferring to and from other regional specialized transit services.
Transfer window refers to the period between the drop-off time of a customer by one specialized transit provider and the pick-up time of that same customer by another specialized transit provider.

TTC Wheel-Trans Service Area is the geographic area where TTC Wheel-Trans trips are made. This includes the City of Toronto and extends up to one (1) kilometre outside the city’s municipal boundaries. All distances are measured using the most direct and available street route driven by a TTC Wheel-Trans vehicle. Either the origin or destination of a cross boundary trips must be an address within the City of Toronto municipal boundary.

Policy

TTC Wheel-Trans service is available within the TTC Wheel-Trans Service Area. For travel to and from destinations more than one kilometre outside the City of Toronto’s municipal boundaries, a cross-boundary travel trip must be scheduled in advance to connect with one of the GTHA specialized transit agencies at a designated specialized regional transfer point.

If a customer is eligible for TTC Wheel-Trans, they are automatically eligible for the same level of service with any of the GTHA specialized transit service agencies. The customer must indicate on their eligibility application or by contacting Customer Service that they wish to have their information forwarded to another GTHA specialized transit service agency.

Customer Responsibility:

  1. Contacting the GTHA specialized transit agency to ensure their eligibility status is valid and active. 
  2. Booking their Wheel-Trans trip(s) as well as making a separate call to book their trip(s) with the (GTHA) specialized transit agency(ies).
  3. Checking the service hours of other GTHA specialized transit agencies before booking a cross-boundary travel trip.
  4. Schedule your trip to arrive at the Specialized Regional Transfer Point at least 30 minutes before the GTHA specialized transit agency pick-up. On your return to the Specialized Regional Transfer Point, allow for at least 30 minutes before Wheel-Trans pick-up.
  5. Be familiar with the policies, rules and regulations of the GTHA specialized transit agencies (where applicable) prior to booking a cross-boundary travel trip.

Fare Payment

When transferring to and from another region, the customer must pay an additional fare in accordance with the other GTHA specialized transit service’s fare policy.

Exceptions

TTC Wheel-Trans also provides service to Lester B. Pearson International Airport. Related Documents

Legislative Requirements

Ontario Regulation 191/11, Integrated Accessibility Standards, Part IV, Transportation Standards and the Accessibility for Ontarians with Disabilities Act (2005).

Do Not Leave Unattended Policy

Purpose

Set out the guidelines and rules for persons travelling on TTC Wheel-Trans vehicles who require a Do Not Leave Unattended (DNLU) designation. This includes defining the DNLU designation and outlining the steps for adding and removing of the designation.
Scope

The policy applies to currently registered Wheel-Trans customers with a DNLU designation, as well as any other registered Wheel-Trans customer who will require a DNLU designation.  When a customer with a DNLU designation is travelling with a Support Person or Companion, this policy will not apply, and the customer will be able to schedule occasional trips to any destination within the Wheel-Trans service boundary.

Definitions

Common public entrance is the appointed waiting area in a public facility. Examples of the common public entrance include a lobby, lounge, entry way, atrium, reception desk, information desk, etc.

Designated attendant(s) is one or more persons who have agreed to receive and take responsibility for a DNLU customer at their Wheel-Trans trip destination. Determination as to who the designated attendant(s) are will be made jointly by Wheel-Trans and the customer’s guardian/representative in writing and will remain on the DNLU’s customer’s file. It is the responsibility of the customer’s guardian/representative to advise Wheel-Trans staff if they wish to change the designated attendant(s).

Destination is the location where a customer gets off the Wheel-Trans vehicle. As an example, a destination can be the location where the customer’s program is, or it can be the customer’s home.

DNLU customer is a registered Wheel-Trans customer whose profile has been assigned the Do Not Leave Unattended designation.

Do Not Leave Unattended (DNLU) is a designation on a customer profile which identifies the customer, whom for safety reasons, cannot be left unattended at their destination.

Door-to-door is the origin to destination service provided to registered Wheel-Trans customers which consists of transit service from the door at the customer’s pick up location to the door at the customer’s destination.

Door/Designated Door is the common public entrance to a building, residence or area that provides shelter from the elements. This may include going through a maximum of two (2) doorways into the common public entrance of public facilities i.e. the weather doors and then entry doors to a medical building.

Occasional Trips are booked up to seven days in advance of travel. For example, you can call on Monday to book trips for Tuesday and up to and including the following Monday.

Regular trips are recurring trips which occur at the same time, on the same day of the week and to the same destination on a repeated schedule e.g. trips to work, school or physical therapy. These trips only need to be scheduled once.

Support Person is an individual who assists a person with a disability with communication, mobility, personal care/medical needs or with access to goods, services or facilities.

Policy

TTC Wheel-Trans agrees to assign the DNLU designation to a customer’s profile if the following conditions are met:

  1. A designated attendant(s) name or position at the facility and phone number is provided to Customer Service, and placed on the customer’s file. Upon arrival at the destination, the operator will only hand off the customer to an approved attendant.
  2. The customer is twelve (12) years or older.
  3. The customer has been approved for unconditional or temporary eligibility. Customers with conditional eligibility should not have a DNLU designation.
  4. Customer is capable of following the operator’s directions when entering and exiting a Wheel-Trans vehicle.
  5. Customer is capable of travelling in a Wheel-Trans vehicle independently.
  6. Customer is capable of remaining seated in the vehicle for the duration of the trip.
  7. Customer does not present a safety risk to themselves or others
  8. Customer is able to be left unattended in a Wheel-Trans vehicle when the operator is escorting other customers to and from the vehicle.

Trip Scheduling Criteria for Customers Travelling Alone with DNLU designation

  1. Trips must be regularly scheduled trips (re-occurring) on the same days and at the same times. Occasionally scheduled trips will not be considered.
  2. Address of the trip destination must be verified by Customer Service as a day program/education or work placement location, and must meet the following criteria:
    1. Have a designated attendant available to meet Wheel-Trans operators at the door or common public entrance to the facility as Wheel-Trans operators are not required to accompany a customer farther than the entrance doors to the building.
    2. Agree to escort customer to the same door or common public entrance for their scheduled return trip.
    3. Ensure there is no delay to Wheel-Trans service, i.e. designated attendant should not be late to receive/escort customer.
  3. Trip drop-off and pick-up times must be scheduled within the hours the facility is open for operations, not earlier or later. This should be confirmed at the time of booking.

Actions to be Taken when Designated Attendant is not present to receive customer with DNLU designation

If the designated attendant is not available to receive the customer at the destination, the vehicle will wait a maximum of five (5) minutes before continuing on their route with the customer on board.

  1. Emergency contact for the customer will be notified and customer will be re-routed to an agreed upon destination.
  2. The first occurrence whereby the designated attendant is not present at the destination will result in an advisory letter being sent to the customer’s guardian/representative reminding them of the policy. 

Should there be another occurrence whereby the designated attendant at a destination is not present, the customer will no longer be able to travel to that location by themselves, and will be required to travel with a mandatory support person.

If the customer’s family/guardian wishes to appeal they may call Customer Service.

Legislation

Accessibility for Ontarians with Disabilities Act (2005);
Integrated Accessibility Standards Regulation, Ont. Reg. 191/11; and
Ontario Human Rights Code.

Travelling with Infants & Children Policy

Purpose

The Travelling with Infants & Children Policy defines the guidelines and rules for travelling with infants and children on TTC Wheel-Trans. This includes setting clear expectations for the safe travel and usage of child restraint systems.

The guidelines within this policy are applicable regardless of whether the child is a customer of Wheel-Trans or a dependant of a customer of Wheel-Trans.
Scope

This policy applies to TTC Wheel-Trans customers and Support Persons who are travelling with an infant or a child and the parents/guardians/support persons of all TTC Wheel-Trans customers who are infants/children.

Definitions

Children are defined as persons who are 12 years of age or younger, and/or weigh more than 9 kilograms or 20 pounds.

Infants are defined under the Highway Traffic Act as children who weigh less than 9 kilograms or 20 pounds

Parent or Guardian is defined as an adult 18 years or older who is responsible for the care of an infant/child travelling on TTC Wheel-Trans.

Support Person is an individual who assists a person with a disability with communication, mobility, personal care/medical needs or with access to goods, services or facilities.

Policy

  1. All infants/children must be accompanied by a parent/guardian or support person; children 12 years of age or younger are not permitted to travel alone on TTC Wheel-Trans.
  2. All persons with disabilities, including children, are eligible to apply for a Support Person Assistance Card: http://www.ttc.ca/Fares_and_passes/Support_Person_Card/index.jsp
  3. Infants and children who are not Wheel-Trans customers need to be identified at the time of booking in order to ensure that there is adequate space on the vehicle.
  4. Children who are travelling with a mobility device will be secured in accordance with the Travelling with Mobility Aids Policy.
  5. Children who are able to independently sit upright will be required to occupy their own seat, utilizing the seat belt for the entire duration of the trip. The use of a child booster seat is not permitted.
  6. Infants must be removed from their car seats as Wheel-Trans vehicles do not have child restraint systems to safely secure infants while in a car seat.
  7. Infants are required to be held on the lap of a parent/guardian or support person. The securement belt will be around the parent/guardian, and not around the infant.

    If the parent is travelling without a support person and cannot physically hold an infant on their lap; the infant may remain in a stroller if the following criteria are met:

    a. The stroller has a solid frame construction which allows for securement using a four-point system (two belts in front, two belts in the rear).
    b. The stroller is equipped with a five-point harness which is properly secured around the child.

    "Umbrella Style", light weight or any stroller thought to be in poor repair will not be secured with an infant seated in them.
  8. Operators can refuse to secure a stroller with a seated infant travelling in it if they feel there is a safety risk.

    Should this occur, the trip will be cancelled. Customer Service will follow-up with the customer to make arrangements to have the stroller assessed for approval or to be deemed permanently unacceptable.  A parent or guardian may also call Customer Service if they are unsure whether or not their stroller is safe to secure while travelling on TTC Wheel-Trans.
  9. Parents or guardians are responsible for the care of, and the governing of the behaviour of their infant/child at all times while travelling on TTC Wheel-Trans. If parents or guardians are unable to assume responsibility for the care of the child as a result of their disability, then they are required to have a Support Person with them on all trips where the infant/child is present.

Legislative Requirements

Ontario Regulation 191/11, Integrated Accessibility Standards, Part IV, Transportation Standards and the Accessibility for Ontarians with Disabilities Act (2005).
Highway Traffic Act, Regulation 613
Public Vehicles Act, R.S.O. 1990, c. P.54

Layover and Multiple Stops Policy

Policy Statement

The purpose of this policy is to define the standard guidelines and rules regarding customer travel from an origin to a destination, as well as the exceptions that allow for a layover.

Scope

This policy applies to all customers travelling on Wheel-Trans service.

Definitions

Alternative Service Provider is transportation (other than Wheel-Trans service) that is available for the customer’s children to use to travel to and from the school, or to the child care facility they attend.

Children are persons who are 12 years of age or younger who are under the care of a Wheel-Trans customer (parent or guardian).  If the child is a registered customer they are required to travel accompanied by a support person, who will board and exit the vehicle with them.

Destination is the scheduled location where a customer’s trip ends. The customer will exit the Wheel-Trans vehicle at the destination. The destination cannot be the same location as the origin.

Layover occurs when a Wheel-Trans operator makes a brief stop at a scheduled school or approved location, before the scheduled final destination, to allow the customers’ child(ren) to exit or board the vehicle before carrying on.

This is an exception to standard Wheel-Trans operating procedures, provided to parents/guardians of children who have no access to an alternative service provider.
 
Origin is the scheduled location where a customer’s trip begins. The customer will board the Wheel-Trans vehicle at the origin. The origin cannot be the same location as the destination.

Receiving Person is a person who has agreed to receive the customer’s child(ren) at the curb at the layover destination for the outbound trip, and has agreed to bring the customer’s child(ren) to the curb at the layover destination for the return trip.

Specified time is a time set by a 3rd party, which the customer has no control over. Some examples would include work, school or a medical appointment.

Trip begins at the customer’s scheduled origin and ends at a scheduled destination.  A customer must remain at the destination of a completed trip for a minimum of 45 minutes before being picked up for a new scheduled trip.

General Principles

  1. There is no limit to the number of trips a Wheel-Trans customer can request and take in one day, similar to travel on conventional transit.
  2. Each Wheel-Trans trip must be separately scheduled with a minimum of 45 minutes between the scheduled drop-off time of the first trip and the pick-up time of the next trip.
  3. Layovers are not scheduled for customers without an exception (see below). For example, customers cannot request to stop at a location in between their scheduled origin and destination.
  4. If the child is the Wheel-Trans customer and they are travelling with their parent/guardian who is not a registered customer, the parent/guardian will need to exit the vehicle with their child(ren). Wheel-Trans will not transport the non-registered parent/guardian without the child(ren).
  5. If a customer pays with a PRESTO card, all trips scheduled within a two-hour window require only one fare regardless of the number of trips taken as long as the customer taps on to all vehicles using the same card in that timeframe.

Layover Exception Criteria

  1. The Wheel-Trans customer is a parent or legal guardian of a child(ren).
  2. The child(ren) does not have access to an alternate service provider.
  3. The customer requires the layover because they need to arrive at their destination by a specified time. 
  4. The layover address must be:
    1. Different than the origin or destination.
    2. A minimum of 1 kilometre from either the origin or destination.
      * Management can review addresses that are less than 1 kilometre but meet the other criteria.
  5. The layover location must be approved by Customer Service and scheduled, an operator cannot accommodate a non- scheduled request for a layover.
  6. Trips requiring a layover must be regularly scheduled (re-occurring weekly) and will not be accommodated for an occasional trip request.
  7. The customer and the operator will remain on the vehicle at the layover address. If the customer wishes to exit the vehicle at any time, this will result in the end of their trip and the vehicle will carry on. If an additional trip is required it will need to be scheduled by the customer.
  8. The vehicle will wait a maximum of 5 (five) minutes at the layover address.
  9. For the outbound trip, when the vehicle arrives at the layover address, a receiving person must be waiting at the curb to receive the child(ren). If no designated attendant is present, the options for the customer are:
    1. the child(ren) and the customer can exit the vehicle and an additional trip will need to be scheduled; or
    2. the customer and the child(ren) can remain onboard and carry on to the destination.
  10. For the return trip, when the vehicle arrives at the layover address, a receiving person must be waiting at the curb with the child(ren) ready to board. If no designated attendant is present, the options for the customer are;
    1. the customer can exit the vehicle and an additional trip will need to be scheduled; or
    2. the customer can remain onboard and carry on to the destination.

Related Documents

P-WT-CS-113: Door-to-Door Policy

Family of Services Conditional Travel Policy

Policy Statement

This policy clarifies the pick-up and drop-off procedures for customers with conditional eligibility when travelling using the TTC’s Family of Services (bus, streetcar, subway).

Scope

The policy applies to all TTC Wheel-Trans customers with conditional eligibility when they are travelling using Family of Services.

Definitions

Conditional is a category of eligibility for customers who have specific conditions which limit their ability to consistently use the TTC’s conventional transit (bus, streetcar, subway). When these pre-determined conditions are not present, these customers are able to use conventional transit for all or part of the trip.

Family of Services (FOS) is when a customer travels on Wheel-Trans service to connect them to/from a designated transfer point along a TTC bus/streetcar route or at a subway station. 

Conventional TTC Transfer Stop Pole is an accessible, designated stop to connect Wheel-Trans customers to a bus or streetcar route, or at an accessible subway station. They are for shared usage between Wheel-Trans and the TTC Conventional service. Conventional TTC transfer stops can be identified by the red rectangular box with a blue “No Show” board that is hung under the route signage.  Only select bus/streetcar stops along a conventional route will be used for FOS transfers.

Wheel-Trans Transfer Stop Pole is an accessible designated stop to connect Wheel-Trans customers to bus, streetcar or at an accessible subway station. They are for Wheel-Trans vehicles only. Wheel-Trans Transfer stop poles are blue and have the words Wheel-Trans on them.

Dual Transfer Location has both a conventional TTC transfer stop pole and a Wheel-Trans transfer stop pole installed to indicate a Family of Services connection. These locations have ample space to accommodate both a Wheel-Trans vehicle and a conventional TTC bus or streetcar at the same time.

Shared Transfer Location has only a conventional TTC transfer stop pole to indicate a Family of Services connection. These locations only have space to accommodate one Wheel-Trans vehicle or one conventional TTC bus or streetcar at a time.

Trip begins at the customer’s scheduled origin and ends at a scheduled destination.  A customer must remain at the destination of a completed trip for a minimum of 45 minutes before being picked up for a new scheduled trip.

General Principles

When a customer with conditional eligibility requests a trip and their eligibility condition(s) is present, a door-to-door trip will be scheduled. E.g. customer has the condition Darkness and will receive a door-to-door trip while travelling at night.
When a customer with conditional eligibility requests a trip, and their eligibility condition is not present, a Family of Services trip will be scheduled.  E.g. customer has the condition Summer and will receive a Family of Services trip while travelling during the fall.
 
The exact location of the transfer stop pole will be communicated to the customer at the time their Family of Services trip is scheduled. 

Family of Service Trips at Dual-transfer Location

For connections to bus, streetcar or at a subway station:

Pick-up Procedure

  1. Wheel-Trans customers are to wait at the conventional TTC transfer stop pole.
  2. The Wheel-Trans Operator will park the vehicle at the Wheel-Trans transfer stop pole.
  3. The Wheel-Trans Operator will exit the vehicle and walk to the conventional TTC transfer stop pole and identify the customer they are scheduled to pick-up.
  4. The Wheel-Trans Operator will escort the customer back to the vehicle and proceed to the next destination.
  5. If the customer is not at the conventional TTC transfer stop pole, the Operator will wait up to five (5) minutes beyond the scheduled pick-up time. If the customer still has not arrived, the operator will place a no-show sticker on the designated no-show board located on the conventional TTC transfer stop pole, walk back to their vehicle and proceed to the next destination.

If the location is at a subway station, the no-show sticker will be placed on the no-show board located on the station window.

Drop-off Procedure

  1. The Wheel-Trans Operator will park the vehicle at the Wheel-Trans Transfer stop pole.
  2. Wheel-Trans Operator assists customer off vehicle, and directs them to where the conventional TTC transfer stop pole is located. The operator is not required to escort the customer to the conventional TTC transfer stop pole.

Family of Service Trips at Shared Transfer Location

Pick-up Procedure

  1. Wheel-Trans customers will wait at the conventional TTC transfer stop pole.
  2. At the scheduled pick-up time the Wheel-Trans Operator will drive to, and park the vehicle at the conventional TTC transfer stop pole. The Wheel-Trans Operator will not stop at the conventional TTC transfer stop pole before the scheduled pick-up time.
  3. The Wheel-Trans Operator will exit the vehicle and identify the customer.
  4. The Wheel-Trans Operator will assist the customer on to the vehicle and proceed to the next destination.
  5. If the customer is not waiting at the conventional TTC transfer stop pole, the Operator will move the vehicle and return in approximately five (5) minutes. Wheel-Trans vehicles cannot wait at a conventional TTC transfer stop pole.  If  the customer still has not arrived, the operator will place a no-show sticker on the designated no-show board located on the conventional TTC transfer stop pole, and proceed to the next destination.

If the location is at a subway station, the no-show sticker will be placed on the no-show board located on the station window.

Drop-off Procedure

  1. The Wheel-Trans Operator will park the vehicle at the conventional TTC transfer stop pole.
  2. Wheel-Trans Operator will assist the customer off the vehicle in front of the   conventional TTC transfer stop pole.

Related Documents

P-Wheel-Trans-CS-111: Late Cancellation and No-Show Policy
P-Wheel-Trans-CS-113: Door-to-Door Policy
P-Wheel-Trans-CS-123: Layover & Multiple Stops Policy
New Customer Welcome Package
Wheel-Trans Eligibility Application