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Policies

Read our policies for travelling with a mobility device, companions, children and more.

Masks are no longer mandatory on public transit

As of June 11, 2022, the Province is ending the mask mandate for travelling on public transit. We strongly recommend that passengers continue to wear masks while riding TransHelp.

Watch this video for important information that can help you on your trip.

COVID-19 safety measures

Door-to-Door

A TransHelp driver will help you to and from the first accessible door to the vehicle. We call this “door-to-door” service.

Your pick-up and drop-off locations must meet these door-to-door safety and accessibility standards:

Other information

Demerit points for cancellations

We’ll add demerit points to your TransHelp account if you cancel late, cancel at the door, or are absent (a no-show) when your vehicle arrives.

We’ll add 1 demerit point to your account if you cancel late.

We’ll add 2 demerit points to your account if you cancel at the door when the driver arrives or if you are absent at your scheduled pick-up time (a no-show).

You can check your demerit points balance by calling 905-791-1015.

Demerit points will not be added to your account if:

  • You cancel at least 4 hours before the start of your 30-minute pick-up window.
  • The vehicle arrives outside of the 30-minute pick-up window, or
  • It’s a Severe Weather Day.

How the demerit point system works

Demerit points increase within a rolling window of 4 months. They are added to your account on the first day of every month.

Points added within the first month of a 4-month window will be removed from your account as you either enter the fifth month or a new 4-month window. 

For example, if we added 4 demerit points to your account in February; 2 demerit points in March; 2 demerit points in April, and 2 demerit points in May, you would have a total of 10 demerit points on June 1.

If no new demerit points were added in June, the total demerit points in your account on July 1 would be 6.

Within the 4-month rolling window:

  • If your account reaches 7 demerit points, we’ll send you a notification letter.
  • If your account reaches 14 demerit points, we’ll send you a second notification letter.
  • If your account reaches 21 demerit points, we’ll send a third notification letter telling you that your account has been suspended for 14 days.

Account suspensions

If your account is suspended for 14 days, it will not automatically go back to 0 points at the end of the suspension.
Demerit points stay on your account after a suspension, but any demerit points on your account on the first month of the 4-month window will be removed as you move into the fifth month.

Appealing this decision

There are 2 ways to appeal. You can submit a request online or call 905-791-1015.

When calling to appeal your suspension, you will be asked to provide an explanation of why you disagree with the decision.

Always cancel in advance when you can

If you’re unable or no longer want to travel, please tell us at least 4 hours before the start of your 30-minute pick-up window.

For example, if your trip is booked for 2 p.m., please cancel your trip no later than 10 a.m. that same day.

If you cancel 4 hours before the start of your pick-up window, you won’t have to pay the fare, and we won’t add demerit points to your account.

If you do not cancel at least 4 hours before the start of your pick-up window:

  • The fare will be deducted from your account, and
  • The corresponding number of demerit points will be added to your account.

Cancel your trip online or through the IVR. Both options allow you to cancel without needing to speak with a representative.

To cancel online, login to your account and select “Review or cancel trips.”

To cancel using IVR, CALL 905-791-1015 and press 1, enter your Client ID and password, press 2, than choose from 3 “cancel your ride” options.

If you owe money on your account that should have already been paid, your account is in arrears.

If you have a negative balance of $-37.50 (10 trips booked in arrears), you’ll get a letter from TransHelp telling you your account is in arrears. We no longer make arrears calls.

You have up to 30 days to make a payment that brings your account back into good standing.

For example, if you get an arrears notification letter on March 5, you have until March 31 to make a payment.

If we do not receive a payment that brings your account back into good standing by the end of the month, you’ll get a letter advising that your TransHelp account has been suspended.

If your account is suspended, you will not be able to book trips or purchase monthly passes.

Once a payment is made that brings your account back into good standing, the suspension will end, and you’ll once again be able to book trips and buy a monthly pass.

To check your account balance, log into your TransHelp account or call 905-791-1015 and press 1.

Appealing this decision

There are 2 ways to appeal. You can submit a request online or call 905-791-1015. When calling to appeal your suspension, you will be asked to provide an explanation of why you disagree with the decision.

Mobility aids such as wheelchairs and scooters must meet specific size, weight, and safety guidelines.

  • Weight: The total weight of the wheelchair and passenger combined must be no more than 362 kg (800 lbs).
  • Size: A wheelchair base must be no larger than 76 x 127 cm (30 x 50 inches).
  • Safety: Flags and other projections are not allowed.

For passengers travelling with a scooter:

  • Scooters will be safely secured using the proper restraint system in a forward-facing position.
  • You may move to a seat from your scooter if you are able with minimal assistance.
  • Passengers remaining on their scooters will be fitted with a seatbelt that secures them to their mobility scooter.
  • Passengers choosing to transfer must wear a seatbelt at all times when seated in a TransHelp vehicle.
  • For safety reasons, items including bags and/or ornaments should not be placed on steering handles of the scooter or off the sides.

You may have the option to purchase a mobility device with brackets for securement. Please be aware that your driver will secure your device using only hooks that display the yellow sticker pictured as they have been tested and approved.If these stickers are not present, your driver will use a solid or welded part of your chair for securement.

A maximum combination of 2 people can travel with you on TransHelp. Let us know at the time of booking if you will be travelling with companions or support persons.

Companion

If you are able to travel on your own, your account will be charged for each friend or family member travelling with you as a companion, up to 2.

Support person

If you are unable to travel on your own some or all the time, you may be approved for travel with a support person.

If you have a Mandatory Support Person designation on your file, you must always travel with a support person.

A support person travels for free, so your account will not be charged.

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

All children aged 0 – 12 years must be accompanied by a parent, guardian or support person.

If the child is 0-5 years of age:

  • The accompanying parent, guardian or support person must pay a fare.
  • The child rides for free unless they are the registered passenger.
  • If the child is 6 to 12 years of age, both the child and the accompanying parent or guardian must pay a fare.

Children with mobility devices must follow the same rules as adults travelling with wheelchairs and scooters.

TransHelp does not require and does not provide car seats or booster seats in taxis or buses and public vehicles. A child cannot sit in a stroller while travelling. Strollers must be collapsed and safely stored during travel.

Children who weigh less than 9 kg (20 lbs) or cannot hold themselves upright must be securely held on a parent, guardian or companion’s lap. Parents, guardians or companions who cannot hold the child on their lap or care for the child while travelling must bring a support person to hold and care for the child.

Safety is our number one priority. Help keep yourself and your driver safe this winter.

Winter travel tips

  • Check the forecast before you head out
  • Dress for the weather
  • Turn your outdoor lights on
  • Clear snow and ice from your driveway, ramp and stairs

Severe Weather Day

TransHelp will declare a Severe Weather Day when ice or significant snowfall is expected to impact service. On Severe Weather Days poor road conditions can result in service delays. When a Severe Weather Day is called, an alert will be posted when you log into your TransHelp Account, and on the IVR at 905-791-1015 (press 1).

On a Severe Weather Day:

  • Call your destination to make sure they’re still open
  • Make sure your driveway, ramp and stairs are clear of snow and ice
  • Call IVR or login online to confirm your trip details in case of delays

If you do not want to travel on a Severe Weather Day, cancel your trip at least 2 hours before the start of your pick-up window and you will not be charged the fare.

Cancel your trip online (log into your TransHelp Account)

Cancel using the IVR at 905-791-1015 (press 1)

A lost item is a personal item (e.g., cash, jewelry, a wallet or ID) that is left behind on a TransHelp vehicle.

A TransHelp employee will bring a lost item to the TransHelp Office within 24 hours of finding the item. Employees will throw away perishable food that is left behind.

Reporting and reclaiming lost items

Report the details of your lost item to TransHelp as soon as you become aware of the loss.

Choose from these options to report the loss:

We will contact you if your item has been found.

We will return the item to you only if we're satisfied that you're the owner. When you arrive to collect the item, we'll ask you to provide:

  • Proper identification
  • A precise description of the item
  • Where and when the item was lost
  • Proof of ownership

Unclaimed items

Unclaimed items will be disposed of after 3 months.

Certain rules apply for travelling with service animals, support animals and pets on TransHelp.

Booking your trip

When booking, tell your customer service representative that you’ll be travelling with a service or support animal or pet.

Travelling with an animal companion may affect booking a same-day flexible trip.

Traditional and non-traditional animals

Traditional service and support animals and pets are:

  • cats
  • dogs
  • ferrets
  • gerbils
  • guinea pigs
  • hamsters

Animals that aren’t in this list are non-traditional.

If you want to travel with a non-traditional pet, call 905-791-1015 for approval before booking.

If you’ll be travelling outside of Peel Region, contact the other specialized public transit agency to confirm that animal companions are allowed.

Rules for travelling with animal companions

To travel on a TransHelp vehicle, a service or support animal or pet:

  • Must be up-to-date on all necessary vaccinations.
  • Must be free from any disease that can spread to others.
  • Can sit on your lap or on the floor beside you.
  • Must be on a leash or in a pet carrier while on board.
  • Must stay under your care and control at all times.
  • Must be tame, well-behaved and responsive to your instructions.

Aggressive or disruptive animals will not be allowed to ride TransHelp.

If another passenger is allergic or afraid of your animal, the TransHelp operator will pull over and request another vehicle.

TransHelp strictly prohibits unruly or disruptive behaviour that threatens or endangers the safety of passengers, employees or service animals.

If a passenger is disruptive, TransHelp may take one or more of the following actions:

  • Reschedule or cancel the ride.
  • Suspend service to the passenger.
  • Require that a mandatory support person accompany the passenger for any future rides.
  • Report the incident to the police.

TransHelp passengers who have experienced disruptive behaviour must contact TransHelp or emergency services to report the incident.

TransHelp account

Update contact information, monitor account balance and transactions and cancel trips online.

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