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. 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.
  5. 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
  6. 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.
  7. Wheel-Trans reserves the right to restrict the type of vehicle assigned to a customer depending on the customers' mobility and assistive devices.
  8. 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.
  9. It is the responsibility of the customer to ensure that their mobility or assistive device is kept clean and in good repair.
  10. Mobility devices that must be registered or require an operating license (motorcycles, vehicles, etc.) are not allowed on Wheel-Trans vehicles.
  11. Mobility devices are restricted to those that can accommodate only a single user. Multi-passenger devices are not permitted on Wheel-Trans vehicles.
  12. All powered mobility devices must be electric/battery powered. Devices powered by gasoline or other combustible fuels are not permitted on Wheel-Trans vehicles.
  13. 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.
  14. 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.
  15. 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 with 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 with mobility devices, 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 contacted 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