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|||| B. Passengers Policies
B. 1 Eligibility
B. 1.1 Eligibility Criteria
The service is intended for people residing in the Regional Municipality of Peel who are physically unable to board public transit vehicles due to functional mobility problems.
B. 1.2 Permanent Service
Permanent Service is available if there will be no improvement in physical disability and the client requires continuous use of Paratransit Service.
B. 1.3 Temporary Service
Temporary Service is available if physical disability is temporary and the client is unable to use public transit for a limited period of time.
B.1.4 Seasonal Service
Seasonal Service is available for those who require paratransit service during the winter months of October 1 to April 30.
B.1.5 Visitor Service
Persons with disabilities, who are visiting the Region of Peel and are registered with a specialized transit service in their home municipality, may use their specialized transit service registration number to book trips on TransHelp for a period not exceeding three weeks. Visitors are required to pre-pay their trips and use mobility aids or assistive devices that can be safely accommodated on TransHelp vehicles.
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|||| B. 2 Registration
B. 2.1 Passengers
All passengers regardless of mobility status are required to complete an “Application for Transportation Service Form”.
B. 2.2 Process
Prospective passengers are required to:
- participate in the application process.
- certification from a physician, occupational therapist or physiotherapist is required as part of the registration process.
- ensure that their wheelchair/scooter or walker meets the requirements of Policy A.6 “Wheelchairs, Scooters and Walkers” for using these aids while travelling on TransHelp.
B. 2.3 Change of Address or Mobility Aids
Passengers are required to notify TransHelp of any changes to;
- their address or telephone number;
- their emergency contact person, and;
- the size or type of their mobility aid (wheelchair, scooter or walker).
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|||| B. 3 Booking a TransHelp Trip
B. 3.1 Booking Requirements
Passengers, when booking a TransHelp trip are required to advise:
- their TransHelp registration number;
- the day and time they wish to travel and appointment time. When specifying an appointment time passengers are to allow extra time to compensate for any delays while on the vehicle.
- the addresses of the pick-up and drop-off points;
- whether they wish to book a return trip. Passengers are requiredto book late return trips at least one hour before the location they are travelling from closes to ensure shelter and telephone access in case the vehicle is delayed;
- when using a wheelchair or scooter whether they will be taking an additional assistive device (walker) on the trip, and;
- whether they will be travelling with a companion(s). Up to two companions, who are required to pay a fare, may be accommodated.
B. 3.2 Booking Times
Passengers may book TransHelp trips up to one (1) week in advance which are accepted for:
| Monday Trips: |
No later than 2 p.m. on the Friday prior. |
| Tuesday Trips: |
No later than 2 p.m.on the Monday prior. |
| Wednesday Trips: |
No later than 2 p.m. on the Tuesday prior. |
| Thursday Trips: |
No later than 2 p.m. on the Wednesday prior. |
| Friday Trips: |
No later than 2 p.m. on the Thursday prior. |
| Saturday, Sunday and Holiday Monday Trips: |
No later than 2 p.m. on the Friday prior. |
B. 3.3 Confirmation of Trip Times
Passengers may determine the confirmed time of trips they have booked and the type of vehicle that has been assigned after 4 p.m. on the business day prior to the day of the requested trip by calling the Interactive Voice Response (IVR) at any time. Passengers who do not have access to the Interactive Voice Response (IVR) have the option of calling the TransHelp Customer Service line to obtain this information during regular business hours, Monday to Friday.
B. 3.4 Confirmation of Evening and Weekend Trip Times
Passengers who wish to confirm a trip for after 8 p.m. on a weekday evening or weekend (Saturday, Sunday or Statutory Holiday) will be provided with the name of the taxi company to which the passenger’s trip has been assigned. Passengers may call the taxi company in cases where their trip is late.
For Trips Originating in Brampton:
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For Trips Originating in Mississauga:
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|||| B. 4 Passenger Obligations When Using TransHelp Services
B. 4.1 Travelling on TransHelp
On the day of their rides passengers are required to:
- make a note of the confirmed departure time of their trip and be available at the designated accessible entrance at least 15 minutes before the confirmed departure time; A designated accessible entrance is defined as the door at either the Pick-Up or Drop-Off Point, access to which does not require the negotiation of:
- any steps in cases where a passenger uses a motorized wheelchair or scooter;
- not more than two steps in cases where a passenger uses a manual wheelchair, or;
- not more than five steps in cases where a passenger is ambulatory.
- make a note of the range of times provided by TransHelp Customer Services staff if the passenger has not confirmed his/her departure time and be available at the designated accessible entrance during that time (usually an approximate half-hour range), and;
- be available at the designated accessible entrance when the vehicle arrives. Passengers who are not available at the confirmed trip time will be considered a no-show and charged for the missed trip. Passengers who no-show will not automatically be provided with a replacement trip, but will be required to re-book another trip for which a separate fare will be charged. In such instances, every effort will be made to accommodate the passenger by providing a trip subject to vehicle availability; however, TransHelp is under no obligation to provide such accommodation under these circumstances. Frequent no-shows will result in the administration of the No-show policy.
B. 4.2 Other Requirements
When travelling on TransHelp services, passengers are required to:
- wear their seat belts unless medically excused;
- take with them only items equivalent to a maximum of three standard size grocery bags that they can control while being transported and which, in the case of passengers who use wheelchairs or scooters, do not interfere with the securement of these mobility aids; TransHelp operators may assist with carrying these items, but are not required to do so;
- ensure that all containers of alcohol in their possessionare sealed and that they are able to carry and control the container(s) while on board;
- refrain from giving gifts or gratuities to TransHelp staff or its contractors’ employees;
- ensure they have sufficient medication or supplies in case of delay, and;
- refrain from smoking as all TransHelp vehicles, including all taxis contracted by TransHelp, are designated as “no smoking” vehicles.
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|||| B. 5 Passenger Accompaniment
B. 5.1 Personal Care Attendant
A Personal Care Attendant (PCA) is a person who is 16 years of age or older who accompanies a registered passenger who is unable to travel on the TransHelp service by themselves. The PCA is required to be capable of providing the passenger with care and assistance beyond what the driver is required to provide. A PCA is not required to pay a fare for travel provided the requirement for a PCA is noted on the registered passenger’s file. (Refer to D. Appendice D.1 Waiver PDF 13KB, 2 pages)
B. 5.2 Companions
A Companion is a person who accompanies a registered passenger when travelling on the TransHelp service. A Companion is not considered an Attendant and is required to pay a fare for travel. A Companion is required to have a trip booking in order that seating is available.
B. 5.3 Escorts
An Escort is a person who sometimes accompanies a registered passenger in a wheelchair or scooter when traveling on the TransHelp service. An Escort is required to be capable of providing the passenger with care and assistance beyond what the driver can provide and will be registered on the client file as “traveling with Escort”. An Escort is not required to pay a fare for travel.
B. 5.4 Children and Infants
Children may travel in a TransHelp vehicle provided:
- children weighing less than nine kilograms (20 lbs):
- are in a bucket style seat, provided by the client, which is designed for their weight class and conforms to the requirements of Standard 213.1 under the Motor Vehicle Safety Act (Canada);
- have all harnesses, straps and buckles designed to secure the infant in the child restraint system properly adjusted and securely fastened; and
- have the child restraint system fastened securely with a seat belt to a passenger seat.
- children weighing nine kilograms (20lbs) or more:
- must be securely seat belted to a passenger seat;
- may be placed in a booster seat, provided by the client, which conforms to the requirements of Standard 213.2 under the Motor Vehicle Safety Act (Canada)or;
- must be in a wheel chair that meets the standards for TransHelp restraint system.
- children, eleven (11) years of age or younger are required to be accompanied by a person sixteen (16) years of age or older as determined by the legal guardian and shall abide by TransHelp Policy B. 4.
- if the assigned person can not fasten the child in the appropriate way a Personal Care Attendant (PCA) must be provided to accomplish the task.
- all passengers must be properly secured.
- drivers are not to carry children.
- all children who travel on TransHelp as either a client or companion are required to pay a fare and have a trip booking to ensure proper seating is available. Children can not be booked as escorts or PCA’s.
- TransHelp Operators will secure empty strollers.
In accordance with the Highway Traffic Act - Ontario Regulation 195/05
B. 5.5 Service Animals
Certified service animals to assist passengers with visual, hearing or physical disabilities will be carried on TransHelp vehicles provided that the passenger advises at the time of booking their trip request(s) that they intend travelling with a service animal. On request, TransHelp passengers who wish to be accompanied by a service animal may be required to provide verification of certification.
B. 5.6. Pets
Small animals may be transported on TransHelp provided they are in a certified animal carrier. The Driver has the right to refuse the client to ensure safety of other Passengers on the bus.
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|||| B. 6 Passenger Safety on TransHelp
B. 6.1 Safety First
TransHelp is committed to the safety of every passenger of TransHelp services. Passengers that use wheelchairs/scooters are required to agree to the use of a wheelchair/scooter securement and passenger restraint system that complies with CSA Standard Z-605 Mobility Aid Securement and Occupant Restraint Systems (MASOR) while travelling on TransHelp services or transfer to a vehicle seat for the safest trip possible.
Correct use of a wheelchair/scooter securement and passenger restraint system is mandatory and a condition of use while travelling on TransHelp.
Exception: Passengers who are unable to use the recommended passenger restraint system (seatbelt) due to medical reasons. See Policy B.6.2.
B. 6.2 Medical Seatbelt Exemption
Should, for medical reasons, a passenger be unable to use the recommended passenger restraint system (seatbelt) while travelling on TransHelp services, the passenger shall be required to provide TransHelp with a written letter of exemption completed by a qualified health care practitioner that is familiar with the passenger’s case.
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|||| B.7 Accommodation of Persons with Cognitive Disabilities
and Persons Unable to Communicate
B.7.1 Requirements
Passengers who have a cognitive disability or who are unable to communicate are required to travel with a Personal Care Attendant (PCA). Exception: These passengers may travel without a PCA to day programs or workshops provided a TransHelp “Acknowledgement and Release” form is on file at the TransHelp office. “Acknowledgement and Release” forms are accepted only if the form is signed by a caregiver, doctor, nurse, social worker or other medical or social service practioner and executed by a legal representative for the passenger.
B. 7.2 Procedures When a Passenger with a Cognitive Disability is Not Met
In cases where the passenger is not met at his/her destination, every attempt will be made to determine whether anyone is available to meet the passenger.
B.7.2.1 The following procedures apply to TransHelp buses:
If there is not anyone available to meet the passenger at the passenger’s destination, the affected passenger will be returned to the vehicle and the driver shall advise the TransHelp office of the situation.
The TransHelp office will endeavour to make contact with the passenger’s “emergency contact number” to determine the whereabouts of the custodian. In such instances, the following will apply:
- The TransHelp office will remain in radio contact with vehicle.
- If there are no other passengers on the vehicle, the driver will be requested to return the passenger to the TransHelp offices, unless otherwise instructed.
- If there are additional passenger(s) on the vehicle, the driver will be requested to continue the run.
- Upon completion of the run, the driver will be requested to return to the affected passenger’s destination and again make every attempt to determine whether anyone is available to meet the passenger. If there is not anyone is available to meet the passenger, the driver will be requested to return the passenger to the TransHelp offices unless otherwise instructed.
B. 7.2.2 The following procedures apply to contracted taxi vehicles operating during TransHelp office hours:
If there is not anyone available to meet the passenger at the passenger’s destination, the affected passenger will be returned to the vehicle and the driver shall advise his/her dispatcher who will in turn advise the TransHelp office of the situation. During TransHelp business hours, taxi dispatchers will relay instructions provided by the TransHelp office to their drivers.
The TransHelp office will endeavour to make contact with the passenger’s “emergency contact number” to determine the whereabouts of the custodian. In such instances, the following will apply:
- The TransHelp office will relay information to the taxi dispatcher to provide any updates on the situation.
- If there are no other passengers on the vehicle, the driver will be advised to have the driver return the affected passenger to the TransHelp offices.
- If there are additional passenger(s) on the vehicle, the driver will be requested to continue the run with the affected passenger remaining on the vehicle.
- Upon completion of the run, the driver will be requested to return to the affected passenger’s destination and again make every attempt to determine whether anyone is available to meet the passenger. If no one is available, the driver will be requested to return the passenger to the TransHelp offices unless otherwise instructed.
B.7.2.3 The following procedures apply to contracted taxi vehicles operating when the TransHelp office is closed:
If there is no one available at the passenger’s destination, the affected passenger will be returned to the vehicle and the driver shall advise his/her dispatcher of the situation.
In such instances, the following will apply:
- If there are no other passengers on the vehicle, the driver will be advised to have the driver return the passenger to:
- Sheridan Villa if operating in the City of Mississauga; or
- Peel Manor if operating in the City of Brampton.
- If there are additional passenger(s) on the vehicle, the driver will be requested to continue the run with the affected passenger remaining on the vehicle.
- Upon completion of the run, the driver will be requested to return to the affected passenger’s destination and again make every attempt to determine whether anyone is available to meet the passenger. If no one is available, the driver will be requested to return the passenger to:
- Sheridan Villa if operating in the City of Mississauga; or
- Peel Manor if operating in the City of Brampton.
In cases where a passenger is returned to the either the TransHelp offices or a long term care facility (Sheridan Villa or Peel Manor), the passenger will be sent an advisory letter advising that he/she has been assessed a charge of $25. The passenger will be allowed 21 business days to forward payment to TransHelp or provide authorization to have the assessment deducted from his/her fare account. Failure to provide payment within 21 business days of the issuance of the advisory letter shall result in a suspension of service until the assessment is paid.
Under no circumstances will passengers be left unattended at their destinations.
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|||| B. 8 Trip Cancellations
B. 8.1 Cancellation of Trips
Passengers are required to cancel all not required trips by 2 p.m. the business day prior to the requested trip to avoid being charged for the trips.
Trips may be cancelled using the Interactive Voice Response System at any time.
Passengers are required to call the TransHelp Customer Service line to:
- cancel any trips they do not require;
- to place a Temporary Cancellation on their Permanent Trips for a minimum of one week to a maximum of two months.
B. 8.2 Late Trip Cancellations
A Late Trip Cancellation is any cancellation that occurs after 2 p.m. on the business day prior to the day of the scheduled trip for which the passenger is charged. (A cancellation that occurs within one hour of the confirmed trip time is considered a no-show). Cancellations that result from the vehicle arriving 30 or more minutes later than the confirmed trip time window will not be considered when determining whether a passenger has exceeded the provisions of the Late Trip Cancellations and Passenger No-Show Policy.
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|||| B. 9 Passenger No-shows
B.9.1 Definition
A passenger no-show occurs when:
- the vehicle arrives within the confirmed time pick-up window and the driver, cannot locate the passenger;
- the trip is cancelled at the door by the passenger, or:
- the trip is cancelled within one hour of the confirmed pick-up time.
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Revised:
Monday April 20 2009
www.peelregion.ca
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