TransHelp is the Region of Peel’s accessible transportation service for residents with disabilities.
Step 1 – Check If You’re Eligible
Eligibility is considered on a case-by-case basis, and is based on the resident experiencing barriers to using public transportation some or all of the time.
You may be eligible to use TransHelp if:
- You live in the Region of Peel (Brampton, Mississauga or Caledon).
- You have a permanent or temporary disability, as defined by the Ontario Human Rights Code including but not limited to physical, sensory, cognitive or mental health disabilities.
Watch this video to learn more about TransHelp eligibility:
Step 2 – Apply Online
You must fill out an application form to see if you're eligible for TransHelp.
When you apply for TransHelp, you must provide medical information and the reasons why, or barriers you experience, that prevent you from using conventional public transit.
Submitting your application online is more convenient.
If you have questions about applying or need help to complete the form, contact Customer Service at 905-791-1015 and press '2'.
Once TransHelp receives your complete application, including the medical portion, it will be reviewed within 14 days. If you qualify you will be placed in an eligibility category, and informed by mail.
As part of your application to TransHelp, you may be asked to attend an in-person assessment meeting.
The assessment meeting will help TransHelp staff understand your ability to take conventional public transit and if you require paratransit service. An in-person assessment can help TransHelp determine the right level of service for you.
You will be asked to come in to the TransHelp Administration office at 2 Copper Road, Brampton, and will meet with a licenced professional.
If an in-person assessment is required, TransHelp will call you at the number provided on your application. Please advise us if you will have a companion travelling with you, or require materials or communications in an alternate format.
If you don't want to apply online, you may download and print the Application form (PDF, 86KB)
If you don't have a printer, contact Customer Service at 905-791-1015 to request a printed copy be sent by mail.
Choose from these options to submit the printed and completed Application for Transportation Services form.
- Mail: c/o TransHelp Applications, 2 Copper Road, Brampton, ON, L6T 4W5
- Fax: 905-277-5864
- Drop-off at one of the following locations:
- TransHelp Office, 2 Copper Road, Brampton
- Service Peel, 10 Peel Centre Drive, Suite B, Brampton
- Service Peel, 7120 Hurontario St., Mississauga
- Service Peel, 9 Wellington St., Brampton
All TransHelp passengers are placed in a category that will meet their personal transportation needs.
If you are a Temporary passenger, it means you require TransHelp service for a specific period of time.
If you have recently undergone an operation, or are receiving treatment or therapy, you will likely be classified as a Temporary passenger.
A Temporary passenger:
- Has a short-term barrier to using public transportation that is expected to change or improve over time.
- May or may not receive door-to-door TransHelp service.
- Will no longer qualify for TransHelp once the disability has improved or healed.
Temporary passenger examples
You might be a Temporary passenger if you:
- Are using a mobility aid for a short period of time, due to a short-term illness, operation or accident.
- Are experiencing temporary paralysis.
- Have a concussion or other head injury that will improve over time.
- Are undergoing a treatment that will last for a certain amount of time.
If you are a Conditional passenger, it means you experience a barrier to using public transit some or all of the time. You most likely can use a combination of conventional transit and TransHelp service, depending on the barriers you experience
For example, if there is a barrier that prevents you from accessing a local bus stop during the winter months, you'll likely be classified as a Conditional passenger. In the summer, you would be able to use public transit, if the barrier does not exist (severe weather/snow).
A Conditional passenger:
- May or may not receive door-to-door TransHelp service.
- Might be able to use conventional public transit under certain circumstances.
Conditional passenger examples
You might be a Conditional passenger if you:
- Use a mobility aid such as a wheelchair, walker or motorized scooter, but do not have an accessible stop near you, or your destination
- Use a mobility aid such as a wheelchair, walker or motorized scooter, and experience a barrier during severe weather such as snow, extreme cold, extreme heat.
- Are able to access a public transit stop or station during certain times of the year or types of weather.
- Are undergoing a treatment where you are extremely fatigued before or after the treatment, but at other times do not experience a barrier to using public transit.
If you are an Unconditional passenger, it means you will always experience a barrier to using public transit and will require TransHelp for all trips. This category applies to people who are not able to travel on public transit.
An Unconditional passenger:
- Has a disability that is not expected to change or improve.
- Is not able to travel on public transit.
- Receives door-to-door TransHelp service.
Unconditional passenger examples
You might be an Unconditional passenger if you:
- Use a mobility aid that is oversized and you are not able to board a conventional bus.
- Have a degenerative neurological disease.
- Have a mental illness that prevents you from being able to make decisions while using public transit, orient yourself, read signage, etc.
- You attend an Adult Day Program.
You may appeal a decision about your eligibility, eligibility category, or the type of assistance you need.
The Appeal Process
If your application was denied, the TransHelp Appeal Process lets you appeal the decision.
The Appeal Process ensures that the Region:
- Manages applications transparently and fairly.
- Makes decisions based on eligibility criteria.
During the Appeal Process you will:
- File an appeal with TransHelp.
- Meet with the TransHelp Eligibility Appeals Panel.
How to file an appeal
If you wish to file an appeal you must complete a Notice of Appeal Form.
Completing the form
There are 2 ways to complete the form:
- Fill out the online form. (Online forms are automatically submitted.)
- Download and print the form (PDF, 86KB).
Submitting a print version of the form
You can submit the completed print version of your form by mail, fax, e-mail, or in person.
- Mail to:
TransHelp 2 Copper Road
Brampton, ON, L6T 4W5
- Fax to 905-277-5864
- Email: email@example.com
- Drop off in person at:
- 2 Copper Road
Brampton, ON, L6T 4W5
- 2 Copper Road
Conditions of acceptance
To be accepted, a completed Notice of Appeal Form must:
- Be filed by the applicant or a representative of the applicant.
- Include all of the applicant's eligibility information.
If you are submitting additional documentation as an applicant or on behalf of an applicant, the reasons stated for the appeal should:
- Relate to functional limitations associated with the applicant's disability and/or
- Relate to factors preventing the applicant from using accessible conventional transit.
If you have any questions about sending an appeal letter, please call us at 905-791-1015.
The TransHelp Eligibility Appeals Panel
The TransHelp Appeals Panel hears appeals from applicants who are classified as ineligible for TransHelp, or who are appealing their eligibility service level.
About the Panel
The TransHelp Appeals Panel includes an Occupational Physiotherapist and two volunteer panelists.
Each TransHelp panelist understands:
- The different types of disabilities and their functional characteristics.
- The eligibility criteria for TransHelp services.
- What's involved in developing and providing accessible conventional transit and specialized transit.
- The TransHelp Eligibility Appeals process.
The Panel will consider any new information pertaining to eligibility provided the information was filed with the appeal.
When TransHelp Appeals receives your completed appeal request, your original application and assessment results - as well as any related documents - will be sent to the TransHelp Appeals Panel. You will then be advised of your meeting date.
Meeting with the Panel
Your meeting with the TransHelp Appeal Panel will be at a Region of Peel building. TransHelp Appeals team will tell you your meeting date, time and location.
As an applicant you are welcome to bring two 2 people with you to the meeting for support. You may also bring updated medical documentation and other resources to support your appeal.
If you cannot attend the date of your meeting, please call us right away at 905-791-1015.
If you don't contact us and miss your meeting:
- You will not have another opportunity to meet with the Appeals Panel.
- You will need to reapply to TransHelp to start the application process from the beginning.
Your appeal decision
All TransHelp Appeals Panel decisions are final and remain in effect for at least one year. There are two exceptions.
The Panel will try to reach the decision by consensus. If a consensus cannot be reached, the decision will be made by majority vote.
A decision will be reached within 30 days of an Appeals Panel meeting.
All applicants must wait at least one year before appealing the Panel decision unless:
- The Appeals Panel receives additional information (e.g., an accident, surgery, or dialysis) that affects an applicant's ability to access conventional transit, or
- There is a change in medical status that may affect the applicant's eligibility.
For more information on appeals, contact us at 905-791-1015.