Applying for TransHelp

To qualify for TransHelp, you must:  

1. Live in Peel (Brampton, Caledon or Mississauga).
2. Live with a permanent or temporary disability that’s defined by the Ontario Human Rights Code.
   This includes — but isn’t limited to — a visual, physical, sensory, cognitive or mental health disability that a healthcare professional has confirmed.
3. Have a disability that sometimes or always stops you from using conventional public transit such as Brampton Transit or MiWay.

Deciding who can use TransHelp

Having a disability doesn’t automatically qualify you for TransHelp.

We decide who’s eligible for TransHelp on a case-by-case basis. This means we’ll look at your disability plus other factors to see if you qualify.  

We do not base eligibility on:

• Your age.
• How much money you earn.
• How familiar you are with conventional transit.
• The availability of public transit where you live.

Is conventional public transit an option for you?

Before you apply for TransHelp, consider if conventional public transit is an option for you.

Brampton Transit and MiWay vehicles have many features that make travelling easier for residents with physical, cognitive, visual, sensory and mental health disabilities.

These features include:

• Low-floor kneeling buses with ramps and 2 reserved wheelchair/scooter areas.
• Voice and visual announcements for all stops.
• Shelters at accessible stops with large entrance openings and platform areas. These large openings and areas provide enough room for moving wheelchairs and scooters around.

Learn more about MiWay Accessible Services and Brampton Transit Accessible Service.

We place all TransHelp passengers in a ‘Temporary’, ‘Conditional’ or ‘Unconditional’ eligibility category.

Temporary eligibility

Temporary eligibility means that:

• A short-term disability is expected to change or improve over time. e.g. an operation, treatment or therapy.
• You may qualify for TransHelp if the disability prevents you from using conventional public transit.

Conditional eligibility

Conditional eligibility means that a disability or a barrier is stopping you from using conventional public transit only sometimes or during certain conditions.

For example, a person living with a physical disability might not be able to access a local bus stop during the winter months.

Unconditional eligibility

Unconditional eligibility means that:

• A permanent disability is not expected to change or improve with time.
• You may qualify for TransHelp if your permanent disability is stopping you from using conventional public transit.

Support persons

Regardless of your eligibility category, you may require a support person.

TransHelp provides door-to-door service.

This means that upon pick up, your driver will help you from the first accessible door to the vehicle. Upon drop off, your driver will help you from the vehicle through the first accessible door. 

A support person is someone who needs to assist you during your travel.

You’ll need a support person to travel with you if you cannot:

• Travel alone.
• Recognize your destination on your own.
• Unlock the door at your destination.

You might be able to travel without a support person if you’re in a day program or a work placement at TransHelp approved locations.

When applying, you must demonstrate the need for a support person during travel.  

If you are eligible to travel alone, you can request to remove the Mandatory Support Person designation on your file.

In some cases, having a support person will allow you to use conventional public transit. If this is the case, you may become ineligible for TransHelp.

You must apply to see if you qualify for for TransHelp.

You can complete and submit the application form online or print the form off and mail, fax, email or drop it off in person.

Application guidelines

Complete all sections of the application form in detail or we will not be able to process your submission. You might be considered ineligible if you don’t provide enough detail about your disability and the barriers that prevent you from travelling on conventional public transit.

A healthcare professional must complete the Health Care Information section of the application form.

This person could be a:

• Regulated Master of Social Work
• Audiologist
• Chiropractor
• Nurse Practitioner
• Occupational Therapist
• Optometrist
• Physician
• Physiotherapist
• Psychiatrist
• Psychologist
• Speech Language Pathologist

If you live in a long-term care facility, a registered nurse may complete the Heath Care Information section of the application.

The healthcare professional section must be completed within 90 days of your application submission.

Applying for TransHelp online

Apply for TransHelp

If you have questions when completing the online application, call 905-791-1015 and press '2'.

We will decide if you’re eligible for TransHelp within 14 days of receiving your completed application, including the medical portion. We will mail you a letter telling you if you qualify.

Other ways to apply for TransHelp

You can download and print the TransHelp Service Eligibility Application Form (PDF). Once you’ve completed the form you can mail, fax, email or drop it off in person.

Mail: c/o TransHelp Applications, 2 Copper Road, Brampton, ON, L6T 4W5

Fax: 905-277-5864

Scan and email: transhelp@peelregion.ca

Drop off at a Service Peel location:

• 10 Peel Centre Drive, Suite B, Brampton  
  Monday – Friday, 8 a.m. to 5 p.m.
• 9 Wellington St. East, Brampton
  Monday, Tuesday, Wednesday and Friday – 10 a.m. – 4:30 p.m. 
  Thursday 10 a.m. – 9 p.m. 
  Saturday 10 a.m. to 5 p.m.
  Sunday 1 p.m. – 5 p.m.
• 7120 Hurontario St., Mississauga
  Monday – Friday, 8 a.m. to 5 p.m.

To request a printed copy of the application by mail call 905-791-1015. 

This renewal form is available for current conditional TransHelp passengers who wish to renew their application.

You must complete the full application form if you:

• are not a current TransHelp passenger
• are a temporary passenger

We might ask you to attend an in-person or virtual assessment to help us decide your eligibility. 

Assessments help us better understand the barriers that are stopping you from taking conventional public transit.

If we need an in-person or virtual assessment, we’ll call you.

Assessments can take up to one hour. When you come in for an in-person assessment, please bring the following with you:

• Identification
• Mobility devices you currently use
• Comfortable footwear
• Weather-appropriate clothing

Instructions are in English. If you’ll need someone to translate for you, bring someone with you who can speak on your behalf.

All assessments are completed by a licensed healthcare professional.

You may appeal a decision about your eligibility, eligibility category, or the type of assistance you need.

The appeal process

If you disagree with the eligibility decision, 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 may:

• File an appeal with TransHelp.
• Meet with the TransHelp Eligibility Appeals Panel.

How to file an appeal

• Complete and submit your appeal online
• Download and print the "Notice of Appeal" form (PDF)

If you are submitting the print version of the form, you may mail, drop off, email, or fax completed applications using the following:

Mailing and drop off

TransHelp appeals
2 Copper Road
Brampton, ON, L6T 4W5

Email and fax

Email transhelp@peelregion.ca
Fax to 905-277-5864

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 may be virtual or in-person at a Region of Peel building. The TransHelp Appeals team will tell you your meeting date, time and location.

As an applicant you are welcome to bring 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.

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.