Vehicle Exception Policy

A vehicle exception occurs when a customer requires a specific vehicle type due to the nature of their disability

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.


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.


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.


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.


  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 ( or 416-393-4111).
  4. To make a request for a vehicle exception customers can:
    • Submit the Wheel-Trans Vehicle Exception Form completed by their registered health care professional (provided by Customer Service) or
    • 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:
    • the medical reason for why the customer is be unable to travel in a specific type of vehicle.
    • 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 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.


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

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