Wheel-Trans Booklet (PDF 11.5 MB)

TTC Wheel-Trans
Service
Welcome to Wheel-Trans
Please review this booklet to help prepare you for a
positive and safe experience when using Wheel-Trans
service.
If your mobility improves at any time after you have
qualified for Wheel-Trans (i.e. your mobility device has
changed from wheelchair to cane or perhaps you no
longer require a mobility device) please contact the
Customer Service department to inform us of these
changes.
If you require additional information, please contact
Customer Service at 416-393-4111 or visit ttc.ca.
Use of video on Wheel-Trans
All Wheel-Trans buses are equipped with cameras and
video recording systems. The information and images
collected by these systems may be used as part of the
eligibility re-assessment process. This information is
communicated to the public through the use of decals
on Wheel-Trans vehicles and a statement of intent on the
assessment questionnaire, the “TTC Wheel-Trans Service”
booklet and ttc.ca.
Sections
• What you need to know about Wheel-Trans
• Booking your trip
• Day of your trip
• Late cancellation/no show policy
• Eligibility Reassessment Program
• Definitions
• Advisory Committee on Accessible Transit
• Contact Us
What you need to know
about Wheel-Trans
Service Area
• TheCityofToronto
• UptoonekilometreintotheadjacentregionsofPeel,Yorkand
Durham
Hours of operation
• 24hours-a-day,sevendays-a-week
Travel time
• Scheduleyourarrivalatyourdestinationatleast30minutes
priortoyourrequiredarrivaltimetoallowfortrafficorother
unforeseencircumstances.
surethatyourdestinationisopen,asdriverscannot
• Be
waituntilafacilityopens.Thiswouldcausedelaystoother
customers.
Trip booking options
• Occasionaltripsaretripsthatarebookeduptosevendays
inadvanceoftravel.Forexample,youcancallonMondayto
booktripsforTuesdayanduptoandincludingthefollowing
Monday.
• Regulartripsarerecurringtripsatthesametime,onthesame
dayoftheweekandtothesamedestinationforaminimumof
twoweeks,e.g.tripstowork,schoolorphysicaltherapy.
• Samedaytripsaretripsbookedonthedayofservice,atleast
fourhourspriortothedesiredpick-upordrop-offtime.
Arrival vs. departure time
requests
• Arrivaltime:Youneedtoarrive
atyourdestinationataspecific
time,e.g.doctor’sappointment.
Plantoarrive30minutespriorto
yourappointment.
• Departure
time:Youneedto
leaveadestinationataspecific
time,e.g.leavingwork.
Scheduled trip times
thetimeofbooking,youwillbegivenawindowoftimefor
• At
yourpick-up,e.g.between10a.m.and10:30a.m.
theeveningpriortoyourtrip(between9p.m.and10:30
• On
p.m.)oronthemorningofyourtrip(beginningat7a.m.),
youwillreceiveanautomatedphonecallthatwillprovideyou
withtheexactpick-uptime,thedestination(s)andthetypeof
vehiclethatwillpickyouup.
• Ifyoudonotreceiveaphonecall,pleasecalltheRideLineat
416-397-8000atleastanhourpriortoyourscheduledpickup
toobtainyourtripinformation.
WhatyouneedtoknowaboutWheel-Trans
Assistive Devices
• Weneedtoknowthetypeofassistivedeviceyouwillbeusing
inordertodeterminethetypeofvehicletosendtoyoufor
pick-up.
• Ifyoudonotinformusorchangeyourmindonthedayof
service,thewrongvehicletypemaybesenttoyou.Thiscould
resultinasignificantdelaytoyouaswemakearrangements
foravehiclethatcanaccommodateyou.
Support person or companion
• Youmaytravelwith:
–One(1)companionorsupportpersonforatotaloftwo
travellers(includingyourself)
–Allyourdependents(children)
9p.m.,oronthedayofservice,youcancontactusto
• After
seeifwehavespaceforadditionalpassengers.
travellingwithyoumustpaytheappropriatefarewith
• Anyone
theexceptionofasupportpersonandonlyifyouhaveavalid
supportpersoncard.
• Onweekendsandholidays,youmaybringasmany
companionsorsupportpersonsaswehavespaceforatthe
timeofbooking.
Major destinations (landmarks)
frequentlytravelledtodestinationssuchashospitalsor
• At
shoppingmalls,youwillbepickedupanddroppedoffat
designatedentrances.Wecannotaccommodaterequestsfor
otherentrances.
Do not leave unattended (DNLU)
• FamilymembersorcaregiversmaycontactCustomerService
ifyourequireaDNLUdesignationonyourfile.
• A
DNLUdesignationalertsourdriverstoyourneedto
beplacedinthecareofsomeonewhenarrivingatyour
destination.
• To
avoiddelaystoourservice,werequirethecaregiveratthe
destinationtobeontime.Ifsomeoneisnotavailabletoreceive
youanditcausesadelaytoservice,wemayrequireyouto
travelwithacompanionatalltimes.
Narrow or congested streets
• You
mayberequiredtotraveladistancefromthevehicleto
yourdestinationbecauseofparkedcarsandnarrowor
dead-endstreets.
• Drivers
willescortyoufromthevehicletothefirstsetof
accessibledoorsatyourdestination.
Private driveways
cannotenterresidentialdrivewaysforsafetyreasons.
• Buses
Ramp/walkway conditions
andwalkwaysatpick-upanddrop-offdestinations
• Ramps
mustbe:
–Clearofdebris,iceandsnow
–Rampsmusthavenon-slipsurfaces
–Rampslopemustnotbetoodeep
–Rampsmusthaverailings
WhatyouneedtoknowaboutWheel-Trans
Snow and ice hazards
• Yourramp,drivewayand
sidewalksmustbecleared
oficeandsnow.Failure
todosomayresultinthe
cancellationofyourtrip.
• If
yourequiresnowremoval,
pleasecontacttheCityof
Torontobycalling311.
Snow or severe weather on the day of travel
• Ifweareexperiencingsevereweatheroramajoraccumulation
ofsnow,werecommendthatyouonlytakeessentialtrips.
• S
amedaycancellationswillnotbecountedasalate
cancellation.
• W
ewillpostamessagetothiseffectontheRideLineandon
mywheel-trans.ttc.ca.
One-step policy
willonlytakeyourmanualwheelchairupordownone
• Drivers
steporacurbatthepointofpick-uporatyourdestination.
• Customersusingapowerwheelchairorscootermustusea
ramp.
Travelling with pets
Note:Thefollowingdoesnotapplytoserviceanimals.
• Ensurethatyouindicatethatyouwillbetravellingwithapet
whenmakingyourbooking.
• P
etsmustbeonaleashorinapetcarrieratalltimes.
• A
nimalsshowingsignsofaggressionwillnotbeallowedto
board.
Travelling with a service animal
• Pleaseindicatethatyouwillbetravellingwithaserviceanimal
atthetimeofbookingsothatwecanensurethereisspacein
thevehicle.
Travelling with bags, boxes or other personal items
• Youareresponsiblefortransportingyourpersonalbelongings.
• Forsafetyreasons,allitemsmustbesecured.
• Itemsshouldnotprotrudefromyourassistivedeviceasthis
maymakeitimpossibletosafelysecureyourassistivedevice.
• Wereservetherighttocancelyourtripifwefeelthatitisnot
safeorifyoudonothaveacompaniontohelpyouwithyour
parcels.
Lost articles
youthinkthatyoumayhaveleftpersonalbelongingsonone
• If
ofourvehicles,pleasecontactCustomerService(416-3934111)assoonaspossible.
youritemisfound,wewillmakethenecessaryarrangements
• If
toreturnittoyou.
alostitemisnotclaimedafter30days,itwillbesenttothe
• If
TTC’sLostArticlesOffice,locatedintheBaysubwaystation.
Theofficeisopentothepublicfrom8a.m.to5p.m.,Monday
toFriday,exceptholidays.Call416-393-4100,Mondayto
Friday,12noonto5p.m.(exceptholidays).
Width of bus doors and ramps
• Assistivedevicesmustnotexceedamaximumwidthof34
inchesor86centimetres
WhatyouneedtoknowaboutWheel-Trans
Travelling outside the City of Toronto
• Wheel-TransserviceisavailablewithintheCityofTorontoand
uptoonekilometreintotheadjacentregionsofYork,Durham
andPeel.
• Specific
transferlocationsareinplaceforotherregional
para-transitservices:
North:
YorkRegionTransit–MobilityPlus
905-762-2112ormobilityplus.yrt.ca/en/
•
•
•
•
ShopsonSteeles–FoodBasics,2900SteelesAvenueEast
CentrepointMall–6464YongeStreet,PickleBarrelentrance
TimHorton’s–3310SteelesAvenueWest
TimHorton’s–4228MidlandAvenue
West:
RegionofPeel–Transhelp
905-791-1015,peelregion.ca/transhelp
• WoodbineRacetrack–555RexdaleBoulevard
• T
rilliumHospital–QueenswaySiteEmergencyEntrance,
150SherwayDrive
East:
DurhamRegionTransit–SpecializedService
1-866-247-0055,durhamregiontransit.com/SpecializedTransit
Restaurant–PortUnionRoad/Highway401,
• McDonalds
7431KingstonRoad
ouwillberequiredtopayafaretoWheel-Transandtheother
• Y
regionalservice.Pleasecontacteachproviderforinformation
aboutfares,bookingsandeligibility.
Transfer to
Durham Region Transit
Specialized Services
1-866-247-0055
What you need to know about Wheel-Trans
Manyspecializedtransitserviceshaveagreedtoeliminatethe
requirementforaformalapplicationprocesswhenacustomer
fromanotherGTHAjurisdictionwishestousetheirservice,and
meetsthefollowingcriteria:
–Usesamobilityaid;and
–Isregisteredaseligibleforspecializedtransitserviceandin
goodstandingintheirownmunicipality.
Thisappliestothefollowingregions:Brampton,Caledon,
Durham,Hamilton,Milton,Oakville,PeelandYorkRegion.
Ifyouareinterestedinbecomingacustomerinoneofthe
jurisdictionsabove,pleasecontactCustomerServiceat
[email protected].
Service to Toronto Pearson Airport
• W
heel-TransoffersservicetoLesterB.Pearsonairportforthe
costofyourTTCfare.
• Youareresponsibleforcarryingyourluggage.
• Pick
-upanddrop-offlocationsare:
–Terminal1:ArrivalsLevel1,DoorwayE
–Terminal1:DeparturesLevel3,Post9
–Terminal3:DeparturesLevel,Sign29
(undercoveredwalkway)
WhatyouneedtoknowaboutWheel-Trans
Booking your
Wheel-Trans trip
PleasenotethatallWheel-Transregulartripbookings
(pre-booked/automaticallyscheduledrides)arecancelledon
statutoryholidays.Ifyoustillneedtotravelonastatutoryholiday,
pleasebooktherideasanoccasionaltrip.
Ifyouaretakingthesubwayaspartofyourtrip,pleasereviewour
scheduledsubwayclosuresonttc.cabeforebooking.
mywheel-trans.ttc.ca
OccasionalAdvancedTripBooking: Same-dayTripBooking:
TripConfirmations/Cancellations
5a.m.to11p.m.
5a.m.to11p.m.
5a.m.to2:00a.m.
RideLine Automated Touch Tone
service: 416-397-8000
AdvancedTripBooking:
Same-dayTripBooking:
TripConfirmations/Cancellations
Reservations
AdvancedTripBooking:
Same-dayTripBooking:
TripConfirmations/Cancellations
5a.m.to11p.m.
5a.m.to11p.m.
5a.m.to2:00a.m.
416-393-4222
7a.m.to11p.m.
5:30a.m.to11p.m.
5:30a.m.to11p.m.
TTY Line
416-393-4555
Priority Line
416-393-4311
5:30a.m.to11p.m
Open24hoursaday,sevendaysaweek
CallwhenyoureceiveaNo-showandrequireanothertriporto
inquireaboutlatevehicles(30minutesormore).Allothercalls
willbetransferred.
BookingyourWheel-Transtrip
Types of trip requests
1. Occasional
“sameday”trips:bookedonthedayofservice,at
leastfourhourspriortothedesiredpick-upordrop-offtime.
2. Occasional
“advance”trips:bookedforthenextdayandupto
sevendaysinadvanceoftravel.
3. “Regular”
trips:arecurringtripatthesametimeofday,same
dayoftheweektothesamedestinationandforaminimumof
twoconsecutiveweeks,e.g.tripstowork,schoolorphysical
therapy.
What you need
• Pleasehavethefollowinginformationready:
–Yourregistrationnumber.Thisisasix-digitnumberthat
appearsonyourWheel-Transregistrationcard.
–Theexactaddressandmajorintersectionsofthelocations
thatyouwishtotravelto.
–Theassistivedevicethatyouwillbetravellingwithand
whetheryouwillbetravellingwithasupportpersonor
companion(andtheirassistivedeviceifapplicable).
–Yourpreferredarrivalordeparturetimesforyourtrips.
Booking your trip online
• You
canbookoccasional“sameday”,
“advanced”and“regular”tripsusing
mywheel-trans.ttc.ca.Thisisthefastest
waytomakeareservationandthe
serviceisavailabletwohoursearlierthan
ifyoucallReservations.
• This
serviceisavailablefrom5a.m.to
11p.m.sevendays-a-week.
• You
willberequiredtocreateausernameandpersonal
passwordbeforebooking
• Ifyourtriprequestisnotavailableatthetimeofyourbooking,
therequestwillbeplacedonawaitinglist.Whenweareable
toconfirmthereservation,youwillreceiveaconfirmationfrom
ourautomatedcall-outservice.
Step 1: Log-in us ing your registration number and password that you created.
• How-To
videosarenowavailableonlinetoassistcustomersin
booking,cancellingandconfirmingtrips.
BookingyourWheel-Transtrip
• Choose “Round Trip” or “One Way Trip”
• Select the Date your are travelling on
• Select Your Drop-Off Time & Pick-up Time for your return trip
Step 2
BookingyourWheel-Transtrip
3. Landmark Types: Major destinations (Landmarks) in Toronto e.g. subway stations,
hospitals, arts/culture venues and other popular attractions,
2. Recent trip stops: Addresses that you have travelled to in the last 6 months.
1. Registered Address: Frequently travelled to addresses (Favourites)
• Select where your trip originates from (Origin Address)
BookingyourWheel-Transtrip
• Select where your trip ends (Destination Address)
4. Search for Other Addresses: Enter in a street number, street name, street type, direction
• Select the Assistive Device(s) and number of Companions
BookingyourWheel-Transtrip
• If the trip is booked, you will receive a confirmation call from our automated Callout
service. There is no need to call Reservations.
• If your trip request is not available at the time of your booking, the request will be placed
on the waiting list.
What is the Waiting List?
Step 3: Submit Request
Booking your trip using RideLine
• Youcanbookoccasional“sameday”,“advanced”and
“regular”tripsusingRideLine.Thisserviceisavailablefrom
5a.m.to11p.m.sevendays-a-week.Thisservicesisalso
availabletwohoursearlierthanifyoucallReservations.
• To
accessRideline,youwillneedtoenteryoursix-digit
registrationnumber,followedbyyourfour-digitdefault
passwordwhichisthemonthanddayofyourbirthdate,e.g.
January6is0106.
• When
usingRideLine,youcanbookaddressesthatare
onyourregistered(favourites)list,majorlandmarksand
addressesthatyouhavetravelledtowithinthelastsixmonths.
• Call
oremailCustomerServiceat
416-393-4111toregisteradditional
addresses.
• If
yourtriprequestisnotavailable
atthetimeofyourbooking,the
requestwillbeplacedonawaiting
list.Whenweareabletoconfirm
thereservation,youwillreceivea
confirmationfromourautomated
call-outservice.
Booking your trip by calling Reservations
• You
canbookoccasional“sameday”,“advanced”and
“regular”tripsbycallingReservations.
• Please
notethatwereceivehighcallvolumesresultingin
frequentbusysignalsandlongwaittimes.
Putting “Regular” trips on hold
• Youcanput“regular”tripsonholdbyrequestingaRegular
TripInterruption.Youcandothisonlineat
mywheel-trans.ttc.ca,bycallingtheRideLineorbycalling
Reservations.
Cancelling an “Occasional” trip
• Pleasecancelyourtripbefore11p.m.theeveningbeforeyou
arescheduledtotravel.
cancancelyourtriponlineatmywheel-trans.ttc.ca,by
• You
callingtheRideLineorbycallingReservations.
Obtaining trip information
ourtripdetailsareavailableafter9p.m.ontheeveningbefore
• Y
yourtriporanytimeonthedayofservice.
urautomatedcall-outservicewillprovideyouwiththedetails
• O
ofyourscheduledtrip,includingthetriptimes,destinations
andvehicletype.Automatedcallsaremadeafter9p.m.onthe
eveningbeforeyourtriporafter7a.m.onthedayofyourtrip.
• Ifyoumisstheautomatedcall,youcangettheinformationon
mywheel-trans.ttc.caorbycallingtheRideLine.
BookingyourWheel-Transtrip
Day of your trip
Paying your fare
• Y
oumustpayaregularTTCfareeachtimeyoutakeatripwith
Wheel-Trans.Weaccepttickets,tokens,validTTCpassesor
theexactcashfare.
–Seniors,65yearsofageorolder,mustshowappropriate
proofofage.
–Students,between13and15yearsofage,donotrequire
identification.Students,between16and19yearsofage,
needtocarryvalididentification.
–Post-secondaryschoolstudentsneedtocarryaTTC
Post-SecondaryPhotoIDwhenusingamonthly
Post-secondaryMetropass.Post-secondaryPhotoIDisnot
eligibleforusewiththeSenior/StudentWeeklyPass,
Senior/StudentTicketorSenior/Studentcashfare.
–Children,12andunder,ridefree.
• Metropassesprovideunlimitedtravelforthemonthof
purchase.Metropassesaretransferrable,howeverthepass
canonlybetransferredafterthepersonusingthepasshas
exitedtheTTCtransitsystem.No“passback”allowed.
• Asupportpersontravellingwithapersonwithadisability
isnotrequiredtopayafareIFtheyhaveaSupportPerson
AssistanceCard.Moreinformationisavailableonttc.caorby
calling416-393-4636.
Wheel-Trans vehicles
• Wheel-Transwillscheduleyourtripononeofthefollowing
vehicles:
–Accessiblelow-floorbuswithramp
–Contractedaccessibletaximinivanwithramp
–Sedantaxicab
• Thevehiclescheduledissubjecttochangeatanytime.
Scheduled pick-up time
• Please
bewaitingatthedoorofyourhomewithaclearview
ofthestreet.Ifyouliveinanapartment,pleasebewaitingin
thelobbywithaclearviewofthestreet.Driverswillonlyknock
onyourdoor,ringyourdoorbellorbuzzyourapartmentunitif
theyaremorethan20minuteslate.
• At
apublicfacility,e.g.amedicaloffice,schoolorhospital,
waitinthecommonwaitingareaorasclosetotheentranceas
possible.Atpublicfacilities,driverswillcomeinandannounce
thenameofthepersontheyarepickingup.
• Drivers
willonlywaitfiveminutesbeyondyourschedulepickuptime.TheywillthencallDispatchandgetauthorizationfor
aNo-showslip.Thereturntrip(ifapplicable)willautomatically
becancelled30minutesafteryouaremarkedasano-show.
• If
youhavemissedyourtripandstillrequiretheride,youmust
callthePriorityLineat416-393-4311.
Dayofyourtrip
What to expect from your driver
• Driversareresponsibleforannouncingtheirarrival,and
verifyingthenameandidentificationofthecustomer.Please
haveyourregistrationcardorotherI.D.availableforthedriver.
• Drivers
willonlytakeyourmanualwheelchairupordown
onestep.Youareresponsibleformakingarrangementsto
haveyourwheelchairtakenupordownmorethanonestep.
Customersusingelectricwheelchairsorscootersshouldhave
aramporlift.
• The
driverwillpushcustomersusingamanualwheelchairfrom
thedooratthepick-uplocationtothevehicle.
• The
driverwillwalkbesidecustomersusingapower
wheelchairorscootertothevehicleandstandbehindasyou
board.Driverscannotcontrolyourpowerdeviceforyou.
• Thedriverwillprovidelightassistance(asneeded)for
ambulatorycustomers,e.g.customersusingawalkerorcane.
Boarding the vehicle
• Forbusesoraccessibletaxis(minivans):
–Arampwillbeextendedtoaccommodateyou.
–Onabus,youmayremainseatedonyourwheelchairor
scooter,oryoucanrequestthatyoutransfertoaseat.Your
driverwillsecureyourwheelchair/scooterusingsecurement
belts.Youwillalsobesecuredwithaseatbelt.
–Onanaccessibletaxi(minivan),youmusttransfertoaseatif
youuseascooter.Youmustuseaseatbelt.
–Ambulatorycustomersandsupportpersonsorcompanions
mustalsowearaseatbelt.
–Ifthedriverisunabletosecureyourassistivedevice,you
cannottravel.
• Infants
andyoungchildrentravellingonanaccessiblebus
–Busesarenotequippedwithcar
seats,boosterseatsortethers.
–Childrenshouldberemovedfrom
strollersandsecuredinasingle
seat.
–Ifyourchildisunabletositina
singleseatingpositionthenthe
childshouldbeplacedonyour
lap.
–If
youcannotholdyourchildandwishforthemtoremain
inthestroller,thenthestrollermustbesecuredinthesame
mannerasamobilitydevice.
–Ifyourstrollerislightweightorinpoorcondition,thedriver
canrefusetosecureitforsafetyreasons.
• Infants
andchildrentravellinginanaccessibletaxi(minivan)
–Accessibletaxisarenotequippedwithcarseats,booster
seatsortethers.
–Youcanbringaboosterseatbutyouwillberequiredto
secureyourchild.
–Ifyoucannotsecureyourchildyourself,pleasetravelwitha
supportperson/companion.
• Infantsandchildrentravellinginasedantaxicab
–Sedantaxicabsarenotequippedwithcarseatsandbooster
seatsbuttheydohavetethers.
–Youcanbringaboosterseatbutyouwillberequiredto
secureyourchild.
–Ifyoucannotsecureyourchildyourself,pleasetravelwitha
supportperson/companion.
Dayofyourtrip
Travelling to your destination
• Wheel-Transisapublictransportation
service.Youwillbesharingyourridewith
othercustomers.
• Driversareawareofthenamesofthe
customerstheyaretransportingandthe
addressestheyaretravellingto.
• Driverswillpick-upanddrop-offcustomersintheorderof
scheduledtimes,evenifrunninglate.
• Thedriverwillonlytakeyoutotheaddresslistedonthe
run-sheet.
• Pleasekeepyourseatbeltonatalltimeswhileinthevehicle.
• To
ensurethesafetyofourcustomersanddrivers,Wheel-Trans
hasinstalledcamerasonallofourbuses.Accessibletaxisand
sedansarealsoequippedwithcameras.
Arriving at your destination
• Waituntilthevehiclehascometoacompletestopbefore
removingyourseatbelts.
• Remain
seatedandwaitforthedrivertoassistyoufromyour
seat.
• Driversareresponsibleforassistingyoufromthevehicleand
accompanyingyouthroughthefirstaccessibledooratyour
destination.Thedriverwillpushyourwheelchairorprovide
lightguidance.Ifyourequireadditionalassistance,please
travelwithasupportperson/companion.
• Please
remembertotakeallofyourpersonalbelongingswith
youwhenexitingthevehicle.
• Drivers
willonlytakeyourmanualwheelchairupordownone
steporacurbatyourdestination.
• Customers
usingapowerwheelchairorscootermustusea
ramp.
Dayofyourtrip
Late cancellation/no-show
policy
Customerno-showsandlatecancellationsimpactourabilityto
providecustomerswithtrips,andrepresentaconsiderablecost
totheTTC.
• A
latecancellationoccurswhenyoucancelonthedaythat
yourtripisscheduled.Alltripsmustbecancelledpriorto11:30
p.m.theeveningbeforetravel.IfWheel-Transismorethan20
minuteslateandyoucancelyourtrip,itwillnotcountasalate
cancellation.
• Ano-showoccurswhenthevehiclearrivesatthescheduled
timeandplace,andyouarenotthere.Ourdriverswillonlywait
fiveminutesbeforeleavingano-shownotice.
• A
customermaynothavemorethanfourdaysoflate
cancellationsand/orno-showsinanymonth.Thefifthday
oflatecancellation/no-showinthemonthwillresultinthe
followingactions:
–1stoccurrence–anadvisoryletterissenttothecustomer
–2ndoccurrence–seven-dayservicesuspension
–3rdoccurrence–14-dayservicesuspension
–4thoccurrence–30-dayservicesuspension
–5thandsubsequentoccurrences–60-dayservice
suspension
Wheel-Transwillcallcustomers(automatedmessage)toalert
themonthefirstdayandthefourthdaythattheyreceivea
no-showorlatecancellation.
• During
aservicesuspension,Wheel-Transservicewillbe
providedforcustomertripsrelatedtomedicalappointments.
Latecancellation/no-showpolicy
Eligibility Reassessment
Program
OnoccasionWheel-Transreceivesinformationfromacustomer,
operator/employeeormemberofpublicquestioningacustomer’s
eligibilityforservice.
• When
theseconcernsareraisedareassessmentprocess
beginswithapreliminaryreviewoftheinformationreceived,
whichmayincludetheviewingofvideofromavehicle.
• If
theinformationthatisreceivedraisesdoubtabouta
customer’scontinuedeligibilityforWheel-Transservice,
theindividualisscheduledtomeetwithapanelforareassessmentinterview.
• In
theeventthatthepaneldeterminesthatacustomerisno
longereligibleforWheel-Transservice,anotificationletteris
mailedouttotheindividualstatingthedecisionsandoutlining
theappealprocess.
Appeal process
Thisprocessapplieswheneveracustomerwishestoappeala
decisionforthedenialofWheel-Transservice:
• Send
aletter/fax/emailwhichspecificallyaddresseswhyyou
donotagreewiththereason(s)givenbytheevaluatorsfor
denyingyourservice.Pleaseincludeanydocumentationyou
wishtobeconsideredtosupportyourpositionanditwillbe
forwardedtotheappealpanelfortheirreview.Yourrequestfor
anappealmustbereceivedbyWheel-Transwithin30calendar
daysfromthedatelistedonthedeterminationletter.Typically
anappealcanbebookedwithin14businessdaysfollowing
therequest.Underextraordinarycircumstancethedeadline
tofileanappealmaybeextendedsubjecttotheWheel-Trans
SeniorManager’sapproval.
EligibilityReassessmentProgram
Forwardyourappealrequestandallsupportingdocumentationto:
Wheel-TransAppeals
580CommissionersStreet,
Toronto,ONM4M1A7
Fax:416-338-0126
Email:[email protected]
• UponreceiptofyourrequestWheel-Transstaffwillcontactyou
andscheduleanin-personappealwithathird-partypanel.
Theappealwilllastapproximately30minutesandwillbeheld
at3300BloorStreetWest(Bloor/Islington).Appealdatesand
timesaretypicallyheldMonday–Friday(10:30a.m.-3:30
p.m.).Thisfacilityiswheelchairaccessible.Youarerequired
topersonallyattendtheappeal,therearenoexceptions.The
TTChascontractedouttheappealprocesstoanindependent
organization.Thispanelwillnotincludeanyoneinvolvedwith
theoriginaldeterminationtodenyyourapplicationforservice.
• InterviewsareconductedinEnglish,andInterpretersarenot
provided.Applicantsareencouragedtobringafamilymember
orfriendtoassistthemifrequired.Theexceptionisarequest
foranASL(AmericanSignLanguage)interpreter.Ifoneis
requiredpleaseensurethatyoulettheCustomerService
Representativeknowaheadoftime,asitcantakeuptotwo
weekstohonourthisrequest.
• Theappealpaneliscomprisedof3individuals,oneofwhom
isaPhysiotherapistorOccupationalTherapist,andtheother
twoareindividualswithknowledgeofaccessibletransportation
needsandrequirements.Theappealpanelwillbasetheir
decisiononWheel-Trans’eligibilitycriteria,whichisbasedon
yourabilitytomeeteligibilitycriteriarelatingtoyourphysical
mobilityandnotonanymedicalinformationyoumayprovide.
Eligibilityforserviceisnotbasedonage,disabilityorspecific
healthcondition.Theappealpanelwillfocusonlyonthefirst
panels’reasonforyourdenialandyourpositionastowhy
youshouldnothavebeendeniedservice.Theappealpanel
mayassessyourabilitytowalkandrequestthatyouascend/
descendasetofthreestairs.Theappealpanelwillnotdiscuss
theresultsoftheappealandtheydonotdetermineifyou
qualifyforservice.
• The
resultsofyourinterviewaresenttotheWheel-Transoffice
whereitwillbereviewedandscoredtodetermineifyouqualify
forservice.
• You
willbecontactedbyletterwithin10businessdays,witha
decisionregardingyourappealforservice.
• If
theappealrelatestoyour“initialassessment”forserviceand
youaredeterminedtobeeligible,theletterwillincludeyour
Wheel-Transregistrationnumber,andinformationonwhether
youhavequalifiedforpermanentortemporaryservice.If
youhavequalifiedfortemporaryservice,youwillbemade
awareofthedatethatyourservicewillend.Iftheletterthat
youreceivestatesthatyouhavenotqualifiedforservicethe
reasonsfordenialwillbeoutlined.Youmayreapplyforservice
insixmonths’timeorsoonerifyourmobilityhassignificantly
worsened.
• If
theappealrelatestoyour“re-assessment”forserviceand
youaredeterminedtobeeligible,theletterwillinformyouthat
yourservicewillcontinuewithoutinterruption.
Iftheletterthatyoureceivestatesthatyouhavenotqualifiedfor
service,youwillbeprovidedthereasonsfordenialuponwhich
theappealwasbased.
Youmayreapplyforserviceinsixmonths’timeorsoonerif
yourmobilityhassignificantlyworsened.Underextraordinary
circumstancethedeadlinetofileanappealmaybeextended
subjecttotheWheel-TransSeniorManager’sapproval.
EligibilityReassessmentProgram
Definitions
ACAT:ACATortheAdvisoryCommitteeonAccessibleTransit
wasestablishedasanadvisorycommitteetoprovidea
mechanismforongoingpublicparticipationindecisionsaffecting
accessibletransportationintheCityofToronto.TheCommitteeis
comprisedofvolunteermembersandreportstotheBoardofthe
TorontoTransitCommission.
Accessible taxi (minivan):Contractedminivanswithrampsthat
providetripsforWheel-Transcustomers.
Accessible buses:busesonfixedroutesthathaverampsorlifts
toaccommodatecustomersusingwheelchairs,scooters,walkers,
strollersorothermobilitydevices.AllTTCbusesareaccessible.
Accessible subway station:subwaystationswithelevatorsto
accommodatecustomersusingwheelchairs,scooters,walkers,
strollers,bundlebuggiesorothermobilitydevices.
Arrival:thetimeyouwanttobeatyourdestination.
Automated touch-tone service:telephoneservicethatallows
youtouseyourtouch-tonephonetobookorcanceltrips
(RideLine416-397-8000).
Call-out service:Wheel-Transautomatedtelephonecallthat
providesyouwithyourtripinformation.
Cancelled at door:customercancelsatripwhenthedriver
arrivesforpick-up.
Companion:anypersonthataccompaniesyouonyourtrip.
Departure:thetimeyouwanttoleaveyourlocation.
Designated pick-up location:accessiblepick-uplocationsat
largefacilitiessuchasmallsandhospitals.
Drop-off:thelocationandtimethatyourtripends.
Eligibility Reassessment Program:processthatisfollowedif
Wheel-Transisreassessingacustomer’seligibilityforservice.
Fare:paymentforyourtrip.
Guide/service animals:animalsthathavebeenspecifically
trainedtoassistwithaperson’sday-to-daylife.Theanimalmay
wearaspecialharnessorcapedesignatingthemasaguide/
serviceanimal.
Late cancellation:alatecancellationisatripthatyoucancelon
thedayofservice.
Metropass:amonthlypassforunlimiteduseonanyTTCor
Wheel-Transservice.
Mobility/assistive device:wheelchairs,scooters,walkers,
crutches,canesoranyotherdevicethatassistsaperson.
No-show:Ano-showoccurswhenyouarenotpresentwhenthe
vehiclearrivesatthescheduledtimeandlocation.
Occasional trip:tripsbookedonaone-timebasisforuptoseven
daysinadvance.
Pick-up:thelocation/timewhereyourtripbegins
Priority Line:callthePriorityLine(416-393-4311)ifyourdriveris
lateby30minutesormoreorifyouhavereceivedano-showand
youstillrequirethetrip.
Registration number:yourpersonalidentificationnumberfrom
yourregistrationcard.
Regular trip:tripsthataretakenatthesametime,onthesame
daytothesamelocationfortwoconsecutiveweeksormore.
Regular trip interruptions:youcanarrangetosuspendregular
tripsbyrequestingaRegularTripInterruption,e.g.duringa
vacation.
Definitions
RideLine:Wheel-Transautomatedtouch-tonetelephoneservice.
Same day service:bookingsmadeonthedayoftravelatleast4
hoursinadvanceofthedesiredpick-upanddrop-offtime.
Securement belts:beltsinbusesandaccessibletaxis(minivans)
thatareusedtosecureassistivedevices.
Sedan taxis:contractedtaxicabsthatprovidetripsforWheelTranscustomers.
Shared ride:Wheel-Transisasharedrideservicewithmultiple
scheduledcustomerpick-upsanddrop-offsalongtheway.
Support person:someonewhoassistswithcommunication,
mobility,personalcare/medicalneedsorwithaccesstogoods,
servicesorfacilities.
Transfer point:ifyourequiretransportationbeyondthecitylimits,
wehaveestablishedtransferpoints(locations)withotherregional
para-transitproviders.
Trip confirmation:specificscheduledtripinformationthatis
providedtoyouviaourautomatedcall-outorbycallingthe
RideLineafter9p.m.thenightbeforeyourscheduledserviceor
anytimeonthedayofservice.
Wheel-Trans bus:busesthatareownedandoperatedbyTTC
Wheel-Trans.
Window of time:atthetimeofscheduling,youwillbeprovided
withanapproximaterangeoftimeforyourpick-upordrop-off.
Definitions
Advisory Committee on
Accessible Transit
TheTTCAdvisoryCommitteeonAccessibleTransit(ACAT)drives
ongoingpublicparticipationindecisionsaffectingaccessible
transportationintheCityofToronto.TheCommitteeiscomprised
ofvolunteermembersandreportstotheBoardoftheTTC.
ACATprovidesadviceandguidanceonimprovementsto
conventional,Wheel-Trans,andcommunitybusservicestobetter
meettheneedsofall.
ACATisanintegralpartoftheTTC’scommitmenttomaking
Torontotransitfullyaccessibleby2025.ACAThasprovided
criticaladviceonmanyoftheTTC’stransitinitiatives.
• Accessibility
featuresonnewbuses,streetcars,subwaysand
stations.
• Wheel-Transeligibilitycriteriaandtheapplicationprocess.
• Technologyimprovements,suchasTripPlannerandttc.ca.
• Priorityseating:flipdownandblueseatfabric.
• DirectinvolvementintrainingofTTCoperatorsandcollectors.
WeencourageanyTorontoresidenttogetinvolvedwithACAT,
whetheryoucancommittobeingonthecommitteeorbysharing
ideasandexperiences.
Formoreinformation,visitourwebsiteatttc.ca/acat,contact
ACATviaWheel-TransCustomerServiceat416-393-4111orvia
[email protected].
AdvisoryCommitteeonAccessibleTransit
Contact us
mywheel-trans.ttc.ca
AdvancedTripBooking:
Same-dayTripBooking:
TripConfirmations/Cancellations
RideLine Automated Touch
Tone service:
AdvancedTripBooking:
Same-dayTripBooking:
TripConfirmations/Cancellations
5a.m.to11p.m.
5a.m.to11p.m.
5a.m.to2a.m.
416-397-8000
5a.m.to11p.m.
5a.m.to11p.m.
5a.m.to.2a.m.
AdvancedTripBooking:
Same-dayTripBooking:
TripConfirmations/Cancellations
Reservations
416-393-4222
7a.m.to11p.m.
5:30a.m.to11p.m.
5:30a.m.to11p.m.
TTY Line
416-393-4555
Priority Line
416-393-4311
5:30a.m.to11p.m
Open24hoursaday,sevendaysaweek
CallwhenyoureceiveaNo-showandrequireanothertriporto
inquireaboutlatevehicles(30minutesormore).Allothercalls
willbetransferred.
Customer Service
[email protected]
Monday-Friday
416-393-4111
8a.m.to4p.m.
Callwhenyourequireinformationorwishtoregisteracomplaint
orcommendation.
Contactus
Wheel-Trans (Customer Service)
416-393-4111
Wheel-Trans (Reservations)
416-393-4222
ttc.ca