Service Animals and Pets Policy
The Service Animals and Pets Policy defines the guidelines and rules surrounding persons travelling on TTC Wheel-Trans with service animals, emotional support animals and pets.
The policy applies to all persons travelling on Wheel-Trans.
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.
A Service Animal as defined by AODA, is an animal for a person with a disability
- if it is readily apparent that the animal is used by the person for reasons relating to his or her disability
- if the person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability. Guide dogs are considered service animals.
An Emotional Support Animal is an animal that provides comfort therapy to a Wheel-Trans customer. The customer must provide Wheel-Trans with medical documents from a physician or nurse confirming that they require the animal for emotional support.
Pets are defined as any animal that is not a service animal or an emotional support animal.
Traditional Animals are defined by Wheel-Trans as animals that are commonly used for the purposes of support to a disability.
Non-traditional Animals are defined by Wheel-Trans as animals that are not common and may present a risk to others, therefore requiring approval before travelling on Wheel-Trans.
Cross-boundary Travel refers to trips that require travelling outside the municipal boundaries of the City of Toronto.
- All animals travelling on Wheel-Trans, including service animals, emotional support animals and pets, must:
- Be up to date on all necessary vaccinations and be free of any communicable diseases.
- Be under the care and control of the customer at all times
- Be non-aggressive, well-behaved and respond to the instructions of the customer
- Traditional Animals
Traditional service animals/emotional support animals and pets are permitted to travel on Wheel-Trans. Customers are required to notify Wheel-Trans when booking their trips, of any animals that will be travelling with them.
Traditional service animals/emotional support animals and pets include:
- Guinea pig
- Non-traditional Animals
Non-traditional service animals/emotional support animals and pets require customers to obtain approval prior to booking a trip with Wheel-Trans.
Customers who wish to travel with a non-traditional service animal must:
a. Provide medical documentation that states the customer requires the non-traditional animal for reasons relating to their disability;
b. Provide documentation that states the animal does not present any risk or threat to other customers/animals travelling on Wheel-Trans.
Non-traditional service animals/emotional support animals and pets include but are not limited to:
- Miniature Horses
- Snakes & Reptiles
- Any other animal that is not listed under as a traditional service animal
- During the registration process customers must inform Wheel-Trans if they are travelling with a service animal/an emotional support animal or a pet. They must also indicate the type of animal, i.e. dog, cat, etc.
- Seats are allocated for customers, service animals/emotional support animals and pets are welcome to sit on the floor beside the customer, or on the customers lap.
- Animals showing signs of aggression and those who cause disruption will not be allowed to board the Wheel-Trans vehicle.
- Pets must be on a leash or in a pet carrier at all times and must adhere to regulations under the Carry-on Items Policy.
- Travelling with animals may affect the availability of same day trip booking for occasional door-to-door trips.
- If travelling to another municipality on a cross-boundary trip, it is the responsibility of the Wheel-Trans customer to make themselves familiar with policies for travelling with an animal with that specific transit agency.
- In the event that an animal on-board a Wheel-Trans vehicle, presents an:
a. Allergy or environmental sensitivity for another customer
b. Trigger or phobia for another customer
To the extent that they can no longer remain on the vehicle. The same guidelines as the environmental sensitivity policy will apply:
- Operator will pull over the vehicle as soon as it is safe to do so
- Customer who is experiencing the concern will be escorted off the vehicle
- Operator will contact dispatch and remain on location until another vehicle has been confirmed with a pick-up time
Exceptions will be considered by Wheel-Trans on a case-by-case basis.