Procedures & Policy

Public Presentations Questions and Answers

How will you improve on the taxi contracts? TransHelp does not currently pay for no-shows.

We are implementing a Quality Assurance program for all of our contracts. This program will keep track of behaviours related to delivery of service, as well as obtain feedback from customers. This will be taken into account when new contracts are negotiated in 2019.

When booking on the internet, you do not have the chance to change rides or make adjustments to the pick up/drop times. When can we get exact pick up times on the internet?

We are not able to give exact times because of traffic and other delays so we can only give an estimate.

Why does it take so long to get through to an operator on the Priority Line?

A major reason for the long wait times is that demand for our service has grown substantially from the previous year and we must handle higher call volumes.

To help us to answer your priority calls more quickly, only use the Priority Line when:

  • You were late for your scheduled pick-up and require another ride.
  • Your ride is running more than 30 minutes late and you want to know when it will arrive.

Will technology improve Priority Line?

We are assessing different technology options to improve the efficiency of the Priority Line.

What if I don’t have a smart phone / cell phone? A large portion of seniors don’t have computer/email. How will you communicate with them?

We will continue to communicate with customers by phone if that is their preferred method. Offering a website and smart phone app is an additional service, not a replacement, and will help reduce the load on the existing phone system so it is available for those that need it.

Is there a way to report abuse of the service?

Changes to the application process will make it more robust and should limit fraud and abuse. However, as with any service there will be those who seek to benefit unjustly. We will monitor the situation and if necessary take appropriate steps. Something to consider, however, is that it is not always possible to tell at a glance whether someone has a disability as defined by AODA as many disabilities are not visible.

I notice a lot of people on Wheel-Trans without a mobility device.

Not all disabilities require a device all the time. This will be especially true with the expanded eligibility criteria which include sensory, mental health and cognitive disabilities.

York and Peel have 2 different levels of service, one for residents, and one for non-residents. Will Wheel-Trans have the same?

No, residency in Toronto is not a factor in determining eligibility for Wheel-Trans service.

I am concerned with drivers not being able to help with bags. I cannot manage steps with bags on my own; it is difficult and takes a long time.

While assistance with shopping bags is not our current policy, it is something that we can consider as we revisit policies over the next three years. One factor that we consider is driver safety, we don’t want them to lift anything heavy and injure themselves.

I volunteer at an office and sometimes I have to stay for a scheduled event, if I cancel Wheel-Trans I receive a no show, how can we get help with this?

We are making changes to the Late Cancellation policy shortly which will allow for limited same-day cancellations. These changes will be announced once they have been approved.

What specific support or considerations will you have in place for customers with developmental/cognitive disabilities? Specifically, will you allow or provide qualified support workers to help ensure their safety during the ride? Usually, these customers will need more than just a driver.

Wheel-Trans operators are not able to act in these roles; if the rider requires a support person they must provide one. If you apply for a TTC Support Person Assistance card, they will ride for free.
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