|||| Policies
- - - - - - - - - - - - - - - - - - - - - - - -
|||| C. Assessments and Appeals Policies
C.1 Late Trip Cancellations & Passenger No-Show Policy
Late Trip Cancellations and No-Shows adversely affect the ability of TransHelp to adequately provide trips. They consume scarce resources and have the potential to cause service delays or deny other passengers trips. The intent of the policy is to reduce the number or Late Trip Cancellations and No-Shows in order that TransHelp passengers may avail themselves of more trips and fewer service delays.
The following applies to any TransHelp passenger who exceeds six Late Trip Cancellations and/or Passenger No-Shows, or combination thereof, in any given calendar month.
Late Trip Cancellations and Passenger No-Shows are recorded on a single trip basis. A “round trip” is two single trips.
Policy Action
After attaining six Late Trip Cancellations and/or Passenger No-Shows, or any combination thereof, during a calendar month period an advisory letter will be forwarded to the passenger advising that he/she has been assessed a charge of $20. The passenger will be allowed 21 business days to forward payment to TransHelp or provide authorization to have the assessment deducted from the passenger’s 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.
Any Late Trip Cancellations or Passenger No-Shows due to unusual circumstances
(e.g. TransHelp declares a snow emergency) will not be considered when determining whether a passenger has exceeded the provisions of the Policy. LateTrip Cancellations and/or Passenger No-Shows will not be allocated to a passenger when the TransHelp service arrives 30 or more minutes later than the confirmed trip time window.
In all instances of Late Trip Cancellations or Passenger No-Shows, the passenger’s return trip will be automatically cancelled
Passengers have the option of appealing any policy action by following the Appeal Process in Policy C.4.
Passengers receiving suspensions may appeal to have medical trips excluded from their suspensions.
 ... top 
|||| C. 2 Violent, Disruptive or Illegal Behaviour
In the interest of safety for all passengers and employees, TransHelp will not tolerate behavior that endangers the safety of other passengers or the driver.
Policy Action
Should a passenger become violent or disruptive while travelling on TransHelp services, a written warning will be issued stating the offense and advising the potential for suspension of service if the conduct is repeated. In the case of a passenger with a cognitive disability, it is recommended that a Personal Care Attendant accompany the passenger.
If the offense is continued, the following policy actions will result:
First Policy Action – Written notice
Second Policy Action– 5 day suspension
Third Policy Action – 10 day suspension
For serious or illegal offenses, where the police are called, service will be suspended immediately until such time as the passenger is able to prove that he/she is not a danger to other passengers or the driver.
All policy actions may be appealed by following the Appeal Process in Policy C.4
... top
|||| C. 3 Personal Hygiene
Passengers travelling on TransHelp services are expected to maintain normal standards of hygiene. Passengers who wear soiled clothing that results in odours that are offensive and give rise to complaints from other passengers or the driver will be advised in writing of the complaint and requested to rectify the situation. Should the situation persist, the following policy actions will result:
First Policy Action – Written notice
Second Policy Action – Discussion with the passenger or care giver in an attempt to rectify the situation
Third Policy Action – Suspension of service until the situation is rectified.
All policy actions may be appealed by following the Appeal Process in Policy C.4
... top
|||| C. 4 Appeal Process
As it is impossible to document every circumstance that constitutes an exception to TransHelp Policies, the following Appeal Process is available to TransHelp passengers.
The passenger or their designate may appeal in writing to “TransHelp Eligibility Appeals” to resolve their appeal. Written appeals will be accepted within seven business days of the issuance of the policy action. The decisions of the “TransHelp Eligibility Appeals Team” shall be final.
Appeal letters may be forwarded to:
TransHelp Eligibility Appeals
TransHelp
3190 Mavis Rd.
Mississauga, ON L5C 1T9
Applicants who are considered ineligible for the service may re-apply after a period of six months from the date they were considered ineligible.
A written appeal can be made for the file to be reviewed based on supporting documentation from your doctor/physician.
The second appeal is considered final with the exception of providing documents supporting significant change to their medical condition from the last appeal date.
Home | News & Events | User's Guide | TransHelp Policies | Advisory Commitee | Contact Us |
- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
Revised:
Monday April 20 2009
www.peelregion.ca
|
