ACAT Meeting - July 31, 2025

Minutes of Meeting:

ACAT General Meeting

Meeting Date:     

Thursday, July 31, 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
• Tammy Adams 
• Debbie Gillespie
• Azim Lila
• Angela Marley 
• Lavarnan Mehavarnan
• Karen Mootoo
• Craig Nicol
• Lauri Sue Robertson
• Chau Sheung Wong

Pool Members:

• Oliva Darwin
• Paul Manna
• Nathaniel Tok

Absent:

• Mei Hung
• Frank Lockhart
• Maria Marin

TTC Representatives:

• Mandeep Lali, TTC CEO
• John Boucher, Manager, Lakeshore Garage
• Lodon Hassan, Divisional Manager, Wheel-Trans Customer Service  
• Adrienne Isaac, Administrative Assistant, Wheel-Trans
• Levenson Lincoln, Assistant Manager, Wheel-Trans Customer Service 
• David LoPresti, Manager, Contracted Taxi Services, Wheel-Trans
• Adrian Grundy, Head of Corporate Communications
• Sneha Madhuri, Communications Advisor, Corporate Communications
• Dean Milton, Manager, Strategic Initiatives, Wheel-Trans
• Omar Jabbar, Program Manager, Wheel-Trans
• Cameron Penman, Head of Wheel-Trans 
• Jeff Short, Acting Manager, Customer Policy & Planning
• Eunice Yeboah, Anti-Racism Policy Consultant
• May Liang, Anti-Racism Policy Consultant
• Hasina Aimaq, Engagement Consultant
• Michael Pimentel, Co-ordinator of Wheel-Trans Contracted Services
• Warren Rupnarain, Accessibility Consultant

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 June 26, 2025, Minutes
6. Remarks from TTC Executive
7. Remarks from ACAT Chair 
   a. TTC Board Meeting 
8. Wheel-Trans Transformation Update
9. FOS Equity Analysis Project Plan
10. Outstanding Items 
11. Deputation:   Nil  
12. Review of Correspondence:   
    a. Driver treatment of customer
    b. Late cancellation policy
13. Subcommittee Reports, Highlights and Updates
    - Communications 
    - Design Review 
    - Service Planning 
    - Wheel-Trans Operations 
14. Other/New Business:
    a. ACAT feedback submission and tracking
    b. Potential renaming of Service Planning Subcommittee
15. Next Meeting – July 31, 2025 
16. Adjournment 

1. Call to Order/Attendance

Betty Rivington Law, ACAT Chair, called the meeting to order at 1:04 p.m. Attendance was taken.  

2. Land Acknowledgement

Lori Bailey, 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: Lauri Sue Robertson
Seconded: Debbie Gillespie
Carried:  Agenda approved.

5. Review and Approval of June 26, 2025 Minutes

Motion to approve the Minutes of June 26, 2025 as amended: Craig Nicol
Seconded: Debbie Gillespie
Carried: Approved.

6. Remarks from TTC Executive – Mandeep Lali, CEO

Mandeep Lali, TTC CEO, addressed members for the first time since being appointed as the TTC CEO. He gave a summary of his background along with his priorities, including a reliable transit service, that is accessible and equitable. 

Questions and Comments from the Committee

A member emphasized the need for improved accessibility on the TTC, noting a decline in accessible services such as deploying ramps or lowering seats for riders with disabilities. They urged that these practices become standard and not require riders to request them. Additionally, they encouraged TTC leaders to participate in disability simulation training and hear firsthand experiences offered by ACAT to better understand and address the needs of people with disabilities.

A member asked if the new TTC CEO would be bringing new technology experienced in other cities to Toronto. Mandeep Lali emphasized that while transit systems like those in London, New York, and Toronto may lag behind tech giants in innovation, there are valuable opportunities to adopt artificial intelligence (AI) and digital tools to improve service. They highlighted the potential of technologies such as predictive maintenance and faster failure diagnostics to reduce service disruptions and enhance efficiency. Rather than focusing solely on past projects, the speaker stressed the importance of learning from a broader range of industries to modernize transit operations.

An ACAT Vice-Chair suggested the importance of considering a wide range of disabilities, including both visible and invisible ones, when designing accessible transit services. They shared an example of a recent visit to evaluate the design of a new electric bus where individuals with different mobility devices provided input to ensure the vehicle accommodates diverse needs. Mandeep Lali acknowledged the value of such lived experience in shaping better, more inclusive transit design and expressed appreciation for ongoing collaboration.

A member also suggested travelling the system with the device that simulates visual impairment to see how those customers navigate the system.

7. Remarks from the ACAT Chair

a. TTC Board Meeting

Betty Rivington Law, ACAT Chair, attended the July 17, 2025 TTC Board meeting and confirmed there were no questions for her report at that time.

b. E Bus Visit

On July 23, 2025 three ACAT members visited the Damera plant in Mississauga and reviewed a wooden prototype of a new Wheel-Trans accessible bus. The prototype featured side and rear ramps, and the ACAT participants tested maneuvering mobility devices like scooters and walkers while offering feedback on safety, ventilation, and ramp slope. The engineers were responsive to concerns and the Wheel-Trans operator who attended contributed insights from a safety and operational perspective. ACAT members will be invited back to Damera to review design updates in the future. 

c. ACAT Applications

The ACAT Chair reminded members that the deadline to submit applications for 2026 ACAT membership is August 12, 2025 and encouraged members to spread the word.

Questions and Comments from the Committee

Jeff Short, Acting Manager, Customer Policy & Planning, reminded ACAT Pool members that they must also apply again for the be considered for 2026 membership.

A member who participated in the July 23 e-bus design review noted there was no fully accessible washroom onsite, which is an example of how people misunderstand what is required to be accessible. 

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, a successful bidder has been selected. The successful contractor for the new Interactive Voice Response (IVR) system will be determined by Q4 2025. 

Eligibility re-registrations of Wheel-Trans Legacy customers continue to progress successfully. Almost 500 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 will start being integrated into the system in the coming months. 

Cameron Penman shared that Wheel-Trans has received approval for the electric vehicle sedan pilot project, which will allow Wheel-Trans to procure up to 10 electric sedan vehicles to operate as part of the Wheel-Trans fleet. The pilot was approved by the TTC Board in July 2025 and additional information will be brought to ACAT for feedback as Wheel-Trans moves forward with the pilot. Wheel-Trans is also working towards providing an AI assist for booking and answering phones, which will require a careful roll out to ensure a smooth transition.

Questions and Comments from the Committee 

A member asked about the automatic vehicle location (AVL) system upgrade. Cameron Penman confirmed it is being upgraded to improve real-time tracking of buses, enabling better Estimated Time of Arrival (ETA) predictions and enhanced scheduling to avoid delays. A key feature being explored is the use of detachable tablet-style mobile data terminals, which would allow operators to access customer information, directions, and even take time-stamped photos in case of no-shows. While this upgrade applies only to buses, a separate project is underway to implement “Where’s My Ride” GPS tracking for Accessible Taxis and sedans. 

A member commented on a situation where they were waiting for their Wheel-Trans bus and it was showing an ETA, when it disappeared and they were picked up in a sedan. Cameron Penman explained that was likely done so the ride was not held up. Meaning, a Wheel-Trans bus or Accessible Taxi was originally assigned to the ride but was running late and Dispatch moved the trip to an available sedan taxi to avoid further delays. Sedan taxis have yet to be integrated into the “Where’s my Ride” system, therefore the ETA disappeared. 

A member asked if the new system would allow GPS tracking of where the vehicles have been and Cameron Penman explained Wheel-Trans vehicles already have this capability. The member commented that the system needed updating as the maps seem to be out of date and Cameron Penman explained that is one of the reasons they are working hard to have this new AVL system implemented.
A member asked if the route was given to the driver on a turn-by-turn basis, and Cameron Penman confirmed it was but noted that often the drivers know the City and traffic better than the current system.

A member recommended a company to consider in order to help with some of the technology integration.

A member commented that when they travel with their service dog in the contracted sedans, the drivers take corners quickly and often brake sharply, causing the dog to shift unsafely. This comment would be taken back to the drivers and the suggestion of alternative flooring would also be taken back.

9. FOS Equity Analysis Project Plan

Eunice Yeboah, Anti-Racism Policy Consultant, Racial Equity Office, May Liang, Anti-Racism Policy Consultant, Racial Equity Office, Hasina Aimaq, Engagement Consultant, Racial Equity Office and Dean Milton, Manager, Strategic Initiatives, Wheel-Trans provided a presentation on the equity analysis project undertaken by the Racial Equity Office at the TTC. The Family of Service (FOS) Trips Equity Analysis is a collaborative project between the Racial Equity Office (REO) and Wheel-Trans, launched in response to a December 2024 TTC Board motion to assess the equity impacts of FOS trips. The project includes media and data analysis, an external survey, external consultations, and a comprehensive equity analysis report, with findings to be presented by December 2025. During the December 2024 TTC Board meeting a deputant asserted that FOS trips are disproportionately assigned to racialized and low-income neighbourhoods. The FOS equity analysis will determine if there are areas that require improvement by using public consultations, data analyses and customer survey data. The project prioritizes accessible engagement and transparent documentation to inform future service planning and ensure alignment with TTC’s equity and inclusion goals.

Questions and Comments from the Committee

A member asked if the 3.9% data mentioned is that of Wheel-Trans customers or total Toronto residents. Dean Milton commented that the PowerPoint slides that were presented at the TTC Board meeting had no accompanying analyses for verification but it seemed to be total Toronto residents.

A member asked if the Durham region would be included in the jurisdictional scan, as it was not included. Eunice Yeboah confirmed that Durham region would be included.

A member noted that they mention accessible services during the engagement process and recommended they include alternative format upon request for those that might need it in Braille or on a screen reader.

A member raised a point about analyzing the geographic distribution of Wheel-Trans customers and how it may differ significantly from the general Toronto population, particularly given that a large portion of Wheel-Trans users are over the age of 65. They also questioned whether assumptions about income levels in certain areas accurately reflect Wheel-Trans ridership demographics. Dean Milton confirmed that a detailed analysis is part of the ongoing study and acknowledged that customer choices, such as voluntarily using the Family of Services, can influence data interpretations.

They emphasized that a deeper, more nuanced analysis is underway to better understand these dynamics and ensure the conclusions are accurate.

10. Outstanding Items: 

a. ACAT Manual

This item will come back to ACAT in Q4 when completed.

11. Deputation

Nil.

12. Review of Correspondence 

Nil.

13. Subcommittee Reports, Highlights and Updates

Communications Subcommittee (CS)

In Maria Marin’s and Heather Brown’s absence, Jeff Short presented the highlights for the meeting was held on July 3, 2025.

Erika Vilmanis presented communication plans for the “First On, Last Off” policy and the Support Person Assistance Card, aimed at improving public understanding and operator clarity through targeted campaigns. The Subcommittee highlighted the importance of refining accessibility language, such as replacing “riding free” with “one fare,” and called for broader education efforts targeting families, caregivers, and students. Sneha Madhuri confirmed TransHelp’s inclusion in the One Fare program and shared updates on Wheel-Trans promotions, including the self-booking app and upcoming 50th anniversary event on September 6. She also noted the new facility at 780 Kipling will open in 2026 to address capacity issues, and preparation of the summer Access newsletter.

The next meeting was scheduled for September 4, 2025.

CS Meeting Highlights: 

• Ongoing communication plans for First On/Last Off and Support Person Assistance Card and refining the wording of the message.
• Family event celebrating the Wheel-Trans 50th Anniversary on September 6, 2025.

Design Review Subcommittee (DRS) 

Craig Nicol summarized the DRS meeting held on July 8, 2025.

Andrew Falotico presented the Bus Design Innovation Program, focused on enhancing operator safety and accessibility through features like enclosed barriers, improved visibility, HVAC upgrades, and potential three-door layouts. ACAT shared feedback on quiet electric buses, non-slip flooring, and communication barriers, which will inform future design discussions. The program incorporates global best practices and adapts them for local needs with stakeholder input. TTC is also advancing Accessible Pedestrian Signal (APS) implementation for Line 5 and addressing outstanding issues such as low audio announcements and pre-boarding messaging.

The next meeting is scheduled for August 12, 2025

DRS Highlights

• Bus Design Innovation Program enhancement of operator and customer safety.
• The TTC is working on getting pricing for the APS system (Line 5 and 6).
• Clever Devices is increasing the sound of the on-board stop announcements.

Service Planning Subcommittee (SPS)

Debbie Gillespie, SPS Chair, presented the highlights for the SPS meeting that was held on July 15, 2025.

The TTC presented its 2026 Annual Network Plan to the Subcommittee, outlining strategic priorities like service reliability, expanded coverage, and accessibility improvements. Ridership recovery has driven increased investments in weekend service, bus frequency, and targeted route changes in areas like Rosedale, Scarborough, and Downsview. Community concerns included gaps in outreach about the 406 Scarborough-Guildwood Community Bus and accessibility issues regarding a steep hill; staff acknowledged these and committed to looking closely at future adjustments, after the pilot project. 

TTC staff also gave an overview of the 2025 Accessibility Plan Status Report. Updates included elevator installations, stop upgrades, and the upcoming launch of the Hidden Disabilities Sunflower Program and Wheel-Trans IVR improvements.

The next SPS meeting was scheduled for August 19, 2025.

SPS Meeting Highlights

• 2026 TTC Annual Network Plan.
• 2025 Accessibility Plan Status Report Overview.

Wheel-Trans Operations Subcommittee (WTOS)

Lauri Sue Robertson, WTOS Chair, presented the highlights for the meeting that was held on July 9, 2025. 

The FOS Equity Analysis Project, a joint effort by the TTC’s Racial Equity Office and Wheel-Trans, was initiated to examine the equity impacts of Family of Services (FOS) trips. TTC Rider findings indicate these trips are more common in racialized and low-income areas, raising concerns about fairness and prompting deeper analysis. Although no formal complaints of discrimination have been received, misinformation and possible additional customer education could be part of the issue. The PRESTO Upgrade will replace aging mobile fare units on Wheel-Trans buses with fixed devices by 2027, and ACAT has suggested solutions to maintain accessibility. In June 2025, Wheel-Trans received 533 complaints, primarily no-shows and vehicle issues, but still reported fewer complaints than neighboring transit agencies.

The next WTOS meeting was scheduled for August 13, 2025.

WTOS Meeting Highlights:

• The FOS Equity Analysis Project is a joint collaboration between the TTC’s Racial Equity Office and Wheel Trans.
• The PRESTO upgrade is expected 2027 for Wheel-Trans vehicles.

Questions and Comments from the Committee

A member asked the status of the flashcards that were discussed at the meeting that say please kneel the bus or please lower the ramp. Levenson Lincoln shared there have been internal discussions and accessible flashcards will be taken to events going forward.

A member suggested sending them to community centres were people gather and implementation of a full campaign to let people know they are available. Sneha Madhuri would also be putting an article in the Access Newsletter reminding people where they could pick them up. 

A member noted that customer notes are available when booking on the website but not when using the mobile app. Levenson Lincoln confirmed TTC staff are working on adding the notes feature and will report back with updates.

An ACAT Vice-Chair asked about adding a landmark at a shopping centre and was asked to send an email to Levenson Lincoln to have it added.

14. Other/New Business

a. ACAT Feedback and Submission Tracking

Levenson Lincoln discussed that the ACAT staff liaisons have started to track feedback from Operator Recertification sessions internally in an attempt to close the gap on some complaints and feedback received.

b. Potential Renaming of SPS

Jeff Short posed the suggestion of changing the name of the Service Planning Subcommittee to the Strategy and Planning Subcommittee, which better reflects the work being done by the Subcommittee. This item will be further discussed at the next ACAT General Meeting.

15. Next Meeting

Next ACAT General Meeting: Thursday, August 28, 2025 at 1 p.m.

16. Adjournment

Meeting adjourned at 3:30 p.m. on a motion by Angela Marley.

Cindy Edwards
Recording Secretary