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|||| Policies

|||| A. Service Policies

A. 1. Service Area

TransHelp provides service within the Regional Municipality of Peel which includes the Cities of Brampton and Mississauga and the Town of Caledon.

A.1.1 Transfer Points

Mobility Plus Transfer Point
Humber College
205 Humber College Blvd
Toronto, ON M9W 5L7
Mobility Plus website

WheelTrans Transfer Point (North)
For travel between Brampton and Toronto or northeast Mississauga and Toronto:
Woodbine Race Track
555 Rexdale Blvd, Etobicoke
(Main Entrance circular driveway)
WheelTrans Toronto website

WheelTrans Transfer Point (South)
For travel between Mississauga and Toronto:
Queensway General Hospital (QGH; also known as Trillium hospital)
Health Centre Queensway Site
150 Sherway Drive, Toronto
WheelTrans Toronto website

care-A-van (Oakville) Transfer Point
For travel between any city and Toronto:
Sheridan College
1430 Trafalgar Road, Oakville
GO Transit Train Station at 214 Cross Ave. in Oakville (Trafalgar Road and Cross Avenue)
(Between the hours of 6 p.m. to 12 a.m. Monday to Friday and on Saturdays and Sundays only.)
care-A-van website

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|||| A. 2. Service Standards

A. 2.1 Travel Time on Vehicles

TransHelp endeavors to minimize travel time to every extent possible. Passengers may be required to be on TransHelp vehicles for a period of up to 90 minutes when travelling within any one municipality in the Region of Peel during a one-way trip and over 90 minutes during peak hours and inclement weather.

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A. 2.2 Assignment of Vehicles

Vehicles (lift-equipped buses and vans, accessible minivans and sedan taxis) are assigned to provide TransHelp service in the most cost-effective vehicle that meets the travel requirements of TransHelp passengers. Passengers who require specific vehicles because of the size of wheelchair/scooter will be accommodated using the necessary vehicle otherwise TransHelp is under no obligation to accommodate passengers’ personal vehicle preferences.

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A. 2.3 Vehicle Preference Policy – Medical Notes

A. PURPOSE

  • Accessible Transportation, Transportation Division, Public Works Department, Region of Peel is committed to providing accessible transportation service to its clients in a safe and economical manner. Accessible Transportation has developed this policy for clients that request vehicle preferences due to the nature of their disability.

B. SCOPE

  • This policy applies to all TransHelp clients who request a vehicle preference for travel (e.g. bus, van, sedan).

C. POLICY

  • If a client requests a vehicle preference for travel, TransHelp cannot guarantee a specific type of vehicle for clients and is under no obligation to accommodate passengers’ personal vehicle preferences.
  • Clients may request that they require an accessible vehicle at all times (bus or accessible van) and client file will be updated as required
  • If a client requests a sedan or a specific accessible vehicle (bus only or van only) then client will have to provide medical documentation to the Accessible Transportation office, to the attention of Supervisor, Client and Administrative Services via fax 905-277-5864 or mail to 2 Copper Road Brampton, Ont. L6T 4W5.
  • Once medical documentation is received client will be scheduled for an appointment with a third party health care professional at the Accessible Transportation office to determine if a vehicle preference is warranted.

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|||| A. 3. Days and Hours of Operation

A.3.1 Hours of Operation

Monday to Saturday and Statutory Holidays - 6a.m. to 1 a.m.

Statutory Holidays are observed on:
  New Year’s Day, Family Day, Good Friday, Victoria Day, Canada Day, Civic Holiday, Labour Day, Thanksgiving Day, Christmas Day and Boxing Day

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|||| A. 4. TransHelp Fares

A. 4.1 Pre-payment of Fares

Passengers are required to pre-pay a minimum of 10 one-way trips in advance by direct payment (Interac), cheque, VISA or Master Card otherwise trip bookings will not be accepted. Information regarding the pre-payment of trips is available to passengers by calling the TransHelp Customer Service line. Payments are accepted at the TransHelp offices, 2 Copper Road, Brampton or at the Region of Peel offices (Access Peel) 10 Peel Centre Drive, Suite B, Brampton between the hours of 8 a.m. to 4 p.m. TransHelp operators and contractors do not accept any form of fare payment for travel.

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A. 4.2 Monitoring Fare Balances

Passengers are reminded that TransHelp is a prepaid service and passengers are required to have a positive balance in order to make trip bookings.

Passengers are required to monitor the fare balances in their accounts to avoid being refused a trip. Passengers may check their fare balances by using the Interactive Voice Response (IVR). The dollar and cents balance available on the IVR takes into account any bookings that a passenger has made up to one week in advance. Advance cancellations are credited and also reflected in the balance available on the IVR.

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A. 4.3 Arrears Policy

PURPOSE
Accessible Transportation, Transportation Division, Public Works Department, Region of Peel is a prepaid service that is committed to providing accessible transportation service to its clients. Accessible Transportation has developed this policy for clients whose accounts are in arrears.

SCOPE
This policy applies to all TransHelp clients whose prepaid accounts are in arrears of -$7.00 or greater.

POLICY
Clients that are in arrears -$7.00 or greater will receive an arrears letter that will be mailed out approximately the middle of each month (15th), clients are advised in the arrears letter that they are responsible for payment of their arrears as well as maintaining having a positive balance in their account.

If clients do not bring their accounts to good standing two weeks from the date of the arrears letter, trips will be suspended and no further transportation will be provided until payment is made

Clients who are in arrears will not be able to purchase a monthly pass until arrears are paid for. Clients are responsible for ensuring that "no shows" and "late cancellations" are paid for even when they hold a monthly pass.

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|||| A. 5. Types of TransHelp Trips

A. 5.1 Occasional/Casual Trips

Bookings are offered on a first come, first serve basis. Occasional/Casual Trips are accommodated based on availability and may be booked up to one week in advance, but no later than 2 p.m. on the working day before travel.

Passengers are encouraged to book their Occasional/Casual Trips during off-peak hours (10 a.m. – 2:30 p.m. and after 6 p.m. to 8 p.m., Monday to Friday and on weekends) to increase the likelihood of accommodation. If available, passengers will be offered alternative trip times if the original requested trip time cannot be accommodated. Passengers are encouraged to consider using accessible conventional transit services offered by Mississauga Transit and Brampton Transit on their accessible routes.

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A. 5.2 Permanent Trips

Permanent Trips originate at the same location, travel to the same destination and occur at the same time on a regular basis such as trips to and from work, an educational institution or regularly scheduled appointments. Passengers are required to book Permanent Trips for a minimum of three (3) months. For example, trip bookings can be for one or more times a week; or, one regular day booking (e.g. every Monday). Permanent Trips are to be booked at least five (5) working days in advance and once accommodated continue until the passenger advises of any change.

Permanent Trips are automatically cancelled on all Statutory Holidays with the exception of dialysis trips.

A. 5.3 Same Day Trips

Passengers may use Same Day Trips for unplanned outings. TransHelp does not guarantee rides on short notice but endeavors to provide accommodation should vehicle capacity or scheduling allow or when cancellations occur. To book a Same Day Trip request, passengers may call TransHelp during regular business hours, Monday to Friday to determine ride availability.

A. 5.4 Stand-By Trips

If your request is received after 2 p.m. the business day before your ride, we will place you on our standby list. TransHelp does not guarantee Stand-By Trip requests but should space become available, TransHelp will make every effort to contact the passenger up to one hour prior to the trip request time to advise the passenger he/she can be accommodated. A contact telephone number is required to enable us to contact.

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A. 5.5 Agency Trips

Special arrangements may be made for agency bookings by calling the TransHelp office at least three days in advance during regular business hours, Monday to Friday. Agencies may book Occasional/Casual Trips or Permanent Trips under their umbrella accounts. Faxed bookings are accepted.

A. 5.6 Charter Trips

Charter trips are when a bus is booked exclusively for a group. Charters may be booked for travel within or outside the Region of Peel. A four hour minimum applies.

Charters are available depending upon vehicle availability and are to be booked through the TransHelp office at least five business days in advance. Request for Charter Trips may be faxed to Operations Supervisor at Fax: 905-277-5864

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|||| A. 6. Wheelchairs, Scooters and Walkers

A. 6.1 Size, Weight and Service

TransHelp passengers are encouraged to use wheelchairs/scooters that comply with CSA Standard Z-604 Transportable Mobility Aids when travelling on TransHelp services to optimize safety for all passengers of the TransHelp service. Wheelchairs and scooters that do not comply with CSA Standard Z-604 will be transported by TransHelp, however these wheelchairs, scooters and walkers are required to meet a specific size, weight and safety guideline.

  1. The combined weight of the wheelchair/scooter and passenger shall not exceed 362 kg. (800 lbs.)
  2. The maximum base dimensions for wheelchairs, scooters or walkers shall not exceed 76 x 127 cm. (30 x 50 inches).
  3. All wheelchairs shall be equipped with attendant handles.
  4. Wheelchairs and scooters shall have functioning brakes.
  5. Flags or other projections are not permitted.

Rear securement belts shall be securely fastened to the frames of scooters. (To avoid damage, scooters that are not compliant with CSA Standard Z-604 may require the installation of attachment points to facilitate this requirement).

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Revised: Wednesday March 05 2014

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