ACAT Meeting - June 26, 2025

Minutes of Meeting:

ACAT General Meeting

Meeting Date: 

Thursday, June 26, 2025
1:00 p.m. to 3:30 p.m.

Location:

Hybrid meeting via Teams

Present:

• Betty Rivington Law, ACAT Chair
• Lori Bailey, ACAT Vice-Chair
• Sophie Petrillo, ACAT Vice-Chair
• Debbie Gillespie
• Maria Marin
• Angela Marley
• Lavarnan Mehavarnan
• Karen Mootoo
• Lauri Sue Robertson
• Chau Sheung Wong
• Craig Nicol
• Mei Hung

Pool Members:

• Oliva Darwin
• Paul Manna
• Nathaniel Tok

Absent:

• Tammy Adams 
• Frank Lockhart
• Azim Lila

TTC Representatives:

• Michael Atlas, General Counsel
• John Boucher, Manager, Lakeshore Garage
• Heather Brown, Director of Customer Experience
• Lodon Hassan, Divisional Manager, Wheel-Trans Customer Service  
• Robert Smith, Head of Bus Transportation 
• Hung Hong, Project Manager, Wheel-Trans 
• Adrienne Isaac, Administrative Assistant, Wheel-Trans
• Levenson Lincoln, Assistant Manager, Wheel-Trans Customer Service 
• David LoPresti, Manager, Contracted Taxi Services, Wheel-Trans
• Sneha Madhuri, Communications Advisor, Corporate Communications
• Dean Milton, Manager, Strategic Initiatives, Wheel-Trans
• Ike Onuoha, Program Manager, Vehicle Programs 
• Cameron Penman, Head of Wheel-Trans 
• Mohammed Shaikh, Divisional Manager, Wheel-Trans
• Ross Visconti, Project Manager, Wheel-Trans
• Stephan Boston, OTC Chief Instructor
• Swathi Sreenivasan, Human Rights and Investigations

Items Discussed

1. Call to Order / Attendance
2. Land Acknowledgement
3. Declaration of Conflict of Interest
4. Approval of Agenda 
5. Review and Approval of May 29, 2025, Minutes
6. Remarks from TTC Executive
7. Remarks from ACAT Chair 
   a. Q2 ACAT Executive Quarterly Meeting  
   b. TTC Board Meeting 
8. Wheel-Trans Transformation Update from Cameron Penman
9. Bus Transportation Enhanced Customer Service Training and Mobility Device Securement Spot Check update – Robert Smith, Head of Bus Transportation 
10. Outstanding Items 
11. Deputation:   Nil  
12. Review of Correspondence:   Nil 
13. Subcommittee Reports, Highlights and Updates
    - Communications 
    - Design Review (no meeting) 
    - Service Planning 
    - Wheel-Trans Operations 
14. Other/New Business:
    a. Accessible Flashcards – Lauri Sue Robertson 
15. Next Meeting – July 31, 2025 
16. Adjournment 

1. Call to Order/Attendance 

Betty Rivington Law, ACAT Chair, called the meeting to order at 1:06 p.m. Attendance was taken.  

2. Land Acknowledgement 

Sophie Petrillo, ACAT Vice-Chair, read the Land Acknowledgement. 

3. Declaration of Conflict of Interest 

Nil.

4. Approval of Agenda 

Motion to approve the agenda as presented: Debbie Gillespie 
Seconded: Lori Bailey
Carried:  Agenda approved.

5. Review and Approval of May 29, 2025 Minutes 

Motion to approve the Minutes of May 29, 2025: Lauri Sue Robertson
Seconded: Chau Sheung Wong
Carried: Approved.

6. Remarks from TTC Executive – Michael Atlas, General Counsel

Michael Atlas, TTC General Counsel, provided an overview of the TTC’s Legal Department, which handles personal injury, commercial and procurement work, human rights, labour issues, prosecutions, court advocacy, and video services. He described the structure and functions of various teams under Legal Services, including handling up to 40,000 video downloads annually and managing board meetings and TTC records management. He also shared a courtroom anecdote to illustrate the nature of legal advocacy and concluded by opening the floor for questions, noting previous discussions around Metrolinx communications and Line 5 openings. 

Questions and Comments from the Committee

A member asked if there was a date for the Line 5 opening. Michael Atlas was unable to confirm the date, noting that various milestones must be met, including the revenue service demonstrations tests, before the line is ready for revenue service (i.e. open to the public).

A member asked if ACAT members had any insurance similar to director and officer insurer relating to the work they do on the Committee. Michael Atlas undertook to report back to ACAT on whether members are insured.
An ACAT Vice-Chair asked what the TTC would be doing to bring the new TTC CEO up to speed on TTC related issues. Michael Atlas noted that the new CEO’s focus would likely be on the larger projects, service efficiencies, and onboarding of new lines and that the CEO has already reached out to TTC staff on these issues.

7. Remarks from the ACAT Chair 

a. Q2 ACAT Executive Quarterly Meeting Summary

Betty Rivington Law, ACAT Chair, summarized the recent Q2 ACAT Executive Quarterly meeting, highlighting discussions on the PRESTO Support Person Card, Wheel-Trans cross-boundary service, and the completed outstanding item about the One Fare program.  Greg Percy, TTC Interim CEO, discussed a donation of two retired Wheel-Trans buses to New Vision, and Jamaal Myers, TTC Chair, discussed ferry accessibility improvements. The topic of TTC analytics on elevator and escalator performance was also discussed, with a presentation expected for a future meeting. The ACAT Chair thanked ACAT members for their involvement in the TTC Family Day held on June 22, 2025.

Questions and Comments from the Committee

A member commented that there were not enough cooling buses at the TTC Family Day for the number of people that were there and suggested having more washrooms available in the future.

A member commended the mobility device securement challenge that was part of the Roadeo challenge as an effort to make conventional transit Operators aware of the procedures. The member reported there was confusion regarding the location of the Family Day Wheel-Trans Pick-up and Drop-off stop and recommended event organizers clarify with onsite Wheel-Trans staff. 

A member noted that the ACAT table was located far away from the other tables and suggested it should be moved to a better, more accessible location.

b. TTC Board Meeting

Betty Rivington Law presented the approved April 23, 2025 ACAT General Minutes to the TTC Board on June 23, 2025. 

Questions and Comments from the Committee

Nil.

8. Wheel-Trans Transformation Update 

Cameron Penman, Head of Wheel-Trans, provided an update on the Transformation Program. TTC staff continue to work towards the new Automatic Vehicle Location (AVL) system, with a chosen successful bidder, and the successful bidder for the Interactive Voice Response (IVR) systems would be determined soon. 

Eligibility re-registrations of Wheel-Trans Legacy customers continue to progress successfully. 400 customers have re-registered in 2025, with approximately 2,000 active customers remaining. Most Accessible Taxis now have “Where Is My Ride” capability, including Beck Accessible Taxis, with only a few remaining cars to be onboarded. Sedan vehicles would start being integrated into the system in the coming months. 

Cameron shared Wheel-Trans has received approval for the electric vehicle sedan pilot project, which will allow Wheel-Trans to procure up to 10 sedan vehicles to operate as part of the Wheel-Trans fleet. The pilot would be presented to the TTC Board for approval in July 2025 and additional information would be brought to ACAT for feedback if the Board approves the pilot.

Questions and Comments from the Committee 

A member noted seeing a driver smoking while the Wheel-Trans passenger sat in the vehicle. TTC staff agreed this was not correct procedure and would remind contractors not to do that. 

A member suggested providing a list of stops on each bus to assist conventional drivers in case the automated announcements fail. Robert Smith, Head of Bus Transportation, acknowledged this concern, noting that many new Operators may face challenges despite receiving route training, and agreed that manual stop calls are still required. He committed to following up with bus divisions to ensure Operators have the necessary tools, such as route cards, available.

A member noted an issue with Wheel-Trans drivers sometimes dropping people off at the wrong door, which makes it difficult to find the correct location, especially if the customer has vision loss and is unfamiliar with their surroundings. David Lo Presti, Manager of Contracted Taxi Services, would look into the specific landmark and update it as needed. Cameron Penman noted if the driver is unsure of the location, they should always call dispatch for clarification and assistance.

9. Bus Transportation Enhanced Customer Service Training and Mobility Device Securement Spot Check Update 

Robert Smith outlined TTC’s recent efforts to enhance bus service accessibility, including mobility device workshops, specialized customer service training, and securement spot checks to support Operators and ensure safety. Initiatives like the 52nd Annual Bus Roadeo Accessibility Challenge and continued collaboration with Wheel-Trans highlight a commitment to ongoing learning, accountability, and community engagement. Looking ahead, TTC remains focused on improving Operator readiness and delivering fully inclusive and accessible transit service across Toronto. 

Questions and Comments from the Committee

A member noted that few Operators feel confident securing mobility devices, citing fears of damaging equipment or injuring passengers, and called for more training and clearer communication. Robert Smith responded that monthly volunteer workshops are held with support from Joint Health and Safety Committees and local management, with attendance tracked. He acknowledged that awareness could be improved. Levenson Lincoln shared that the Wheel-Trans Travel Training team is now collaborating with the Bus Transportation group to enhance Operator training and access to devices.

A member agreed with the above issues and also noted that drivers need to be more communicative with passengers who require assistance, particularly customers with vision loss, especially in the case where Operators stop a distance away from the regular stop location, like in construction areas.

A member noted that they show Operators at the recertification training sessions how to assist people who are blind and participants agreed the exercise helped them be more comfortable.

An ACAT Vice-Chair suggested annual mandatory training about mobility devices on the conventional system for Operators. Robert Smith responded that securing mobility devices is already part of mandatory initial and recertification training, with additional literature available in divisions. He noted that while voluntary workshops help improve skills, Operator proficiency varies due to differing experience levels.

A member noted that ACAT hears that if a bus has malfunctioning air conditioning or heating it is automatically pulled from service and repaired, but Operators and managers at the recertification training sessions disagree. John Boucher, Lakeshore Garage Manager, explained that buses are randomly tested throughout the day and at the start of each morning. A member asked how many change off situations happen on an average day. John Boucher would report back to the Committee on Robert Smith’s behalf. 

A member noted that when Operators interact with people with vision loss, they should automatically say if there is a change in drop off location before letting the customer off the bus. This is important for locating and wayfinding. Stephan Boston, Chief Instructor, Operations Training Centre, noted that the drivers should already be doing this, but a communications campaign to remind drivers of the importance of letting customers know could help.

A member also advised, when the audio announcements are off, Operators should inform customers where they are getting off, to ensure they are getting off at the right stop. Robert Smith agreed with this, noting this is the highest auditing that they do, and it is generally very accurate. 

A member asked that Operators be reminded to ask riders who have disabilities where they want to get off and if the customer requires the ramp deployed. There are also accessible flashcards available for customers to use and this should be communicated to customers and Operators to use to let Operators know a ramp needs to be deployed when pulling up to a stop. 

A member noted, especially with blind customers, it is important for them to be able to communicate with Operators, which has been getting more difficult. Robert Smith noted that things have changed dramatically since COVID, and the Operators had to be isolated due to frequent assaults. TTC staff are working to improve the barriers.

A member noted when they encouraged the Operators to ask customers about securement, the Operator stated that they could get in trouble for being off schedule. Robert Smith noted Operators are accommodated with schedule adjustments as needed when warranted. Operators must notify dispatch if they are delayed and it is resolved.

10. Outstanding Items: 

a. PA Audit Survey

This item was completed and would be removed after the next meeting.

b. Scarborough Centre Motion

This item was complete and would be removed next month.

c. ACAT Manual

This would be coming back to members for their edits in Q4.

11. Deputation 

Nil.

12. Review of Correspondence 

Nil.

13. Subcommittee Reports, Highlights and Updates 

Communications Subcommittee (CS)

Maria Marin, CS Chair, presented the highlights for the meeting was held on June 5, 2025.

Lauren La Rose, Manager, Customers Communications, presented the communications plan for the new Route 406 Community Bus, launching June 24 as a 9-month pilot with accessible service and targeted outreach. Members asked about language options, designated stops, trip planning tools, and feedback collection, with most items confirmed or referred to Service Planning. Laura Lehming, Design and Wayfinding Manager, outlined TTC’s 10-year Wayfinding Strategy focused on accessibility, digital tools, and universal design, with members offering suggestions on signage, compliance, and real-time info. Sneha Madhuri, Communications Advisor, shared updates on Wheel-Trans communications, including Accessibility Week events, vehicle donations, and promotion of the AccessNow app.

The next meeting was scheduled for July 3, 2025.

CS Meeting Highlights: 

• Community Bus Expansion including the 406, including community feedback.
• Wayfinding strategy to enhance system usability.

Design Review Subcommittee (DRS) 

There was no DRS meeting held in June. Next meeting is scheduled on July 8, 2025 

Wheel-Trans Operations Subcommittee (WTOS)

Lauri Sue Robertson, WTOS Chair, presented the highlights for the meeting that was held on June 11, 2025. 
The IVR system used for booking Wheel-Trans trips was discussed, with vendor evaluations now underway and updates expected by early summer. The TTC is also launching a pilot to test smaller electric vehicles for the Wheel-Trans fleet as part of its net zero strategy, with further updates coming after the July TTC Board meeting. Ongoing work is being done to add new stops and landmarks based on feedback, and a new 406 Community Bus route would launch in late June. A complaint review showed generally low complaint rates, and discussions included addressing service dog accommodation, driver training on wheelchair securement, and improving online booking clarity.

The next WTOS meeting was scheduled for July 9, 2025.

WTOS Meeting Highlights:

• IVR System Upgrade.
• Electric Vehicle Pilot.
• Service Improvements.

Service Planning Subcommittee (SPS)

Debbie Gillespie, SPS Chair, presented the highlights for the SPS meeting that was held on June 17, 2025.

Curtis Batuszkin, Senior Planner at the TTC, presented on how the Transit Stops Planning team manages over 9,000 stops citywide, focusing on safety, accessibility, and integration with broader infrastructure. Key initiatives include Vision Zero safety measures, modernization projects, and coordination with major developments like Line 5 and Villiers Island. Subcommittee members raised concerns about gaps in service, inconsistent stop markings, and the accessibility of shelters and wayfinding tools, especially for those with vision loss. Additional topics included transit app data accuracy, audio announcements, and the need for consistent standards and accessible infrastructure across neighborhoods.

The next SPS meeting was scheduled for July 15, 2025.

SPS Meeting Highlights

• Presentation on the transit stops. 
• The need for consistent standards for audio announcements.

14. Other/New Business 

a. Accessible Flashcards

A member discussed that at Operator recertification sessions drivers expressed strong support for the “Please lower the ramp” and on reverse side “Please kneel the bus” flashcards, noting they are effective but underused because many riders do not know they exist. The member suggested making the flashcards more visible by placing them near Ride Guides on buses so passengers, easily find and use them. While the flashcards are available at TTC Customer Service centres, through Travel Trainers, and by request, increasing visibility could encourage greater usage and improve accessibility for riders and drivers alike.

Questions and Comments and Questions from the Subcommittee

A member suggested advertising the accessible flashcards in the next Access Newsletter. It was also suggested adding information to the website about the flashcards and it was confirmed it was already on there, but perhaps better communication would improve access.

b. TTC Family Day

A member noted that the most requested items were full TTC maps and the new 406 Scarborough Community Bus route map and neither were available at the ACAT table. It was noted that the 406 Scarborough Community Bus route map had not been available but they would improve this for next year.

A member also commented that the upcoming Line 5 and Line 6 should also have maps available as soon as possible to ensure they are ready for opening. Heather Brown confirmed they are working on those.

c. Outgoing CEO – Greg Percy

Greg Percy, Interim CEO, addressed members. He discussed that the TTC Family Day event was a success despite the extreme heat, drawing between 5,000 and 6,000 attendees and offering cooling stations, water, and shaded buses to help people stay comfortable. He thanked the ACAT Chair and Mei Hung for assisting with the Bus Roadeo challenge, and praised the event for its thoughtful planning, strong turnout, and collaborative team effort. Greg Percy thanked ACAT members for all their contributions and for all he has learned from them. 

15. Next Meeting 

Next ACAT General Meeting: Thursday, July 31, 2025 at 1 p.m.

16. Adjournment 

Meeting adjourned at 3:02 p.m. on a motion by Lauri Sue Robertson.

Cindy Edwards
Recording Secretary