Vehicle Exception Policy
Policy StatementThe 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.
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.
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.