As part of our Customer Experience Strategy, Wheel-Trans has made a commitment to update all customer policies over the next year. It is our goal to create policies that are simple and flexible and to create a safe and respectful environment for everyone using Wheel-Trans services. By defining clear rules and guidelines for all persons using or interacting with TTC Wheel-Trans, our customers will know what to expect and how Wheel-Trans will support them on their journey!

Each policy was designed in consultation with the Advisory Committee for Accessible Transit (ACAT), Legal, Human Rights & Diversity departments.

Code of conduct

We’re Improving Your Experience

Protecting the safe and respectful environment on TTC Wheel-Trans is important to us. To ensure our customers and our staff experience a culture of respect, dignity and safety when interacting with or travelling on the TTC, we have introduced a new policy. The Wheel-Trans Code of Conduct Policy protects the integrity of the TTC in accordance with By-Law No. 1.  This new policy allows and authorizes Wheel-Trans to take immediate action if the safe and respectful environment is jeopardized in any way.

Policy Statement

The purpose of the Code of Conduct Policy is to define the rules and guidelines surrounding appropriate behaviour and use of TTC Wheel-Trans by all persons interacting with or travelling on Wheel-Trans. The intent of this policy is to protect the integrity of TTC Wheel-Trans services in accordance with TTC By-Law No. 1 and other TTC Wheel-Trans customer facing policies.

Scope

The policy applies to all persons interacting with and travelling on TTC Wheel-Trans services. This policy includes visitors to TTC property.

Code of Conduct Policy

  1. All persons interacting with or travelling on Wheel-Trans services shall adhere to the TTC By-Law No. 1. The object of this by-law is to protect the integrity of the transit system.  The TTC has the authority to pass by-laws regulating the use of its transit system in accordance with section 143 and Part XV of the City of Toronto Act.
    1. In summary TTC By-Law No. 1 states that persons shall:
      1. pay a fare
      2. provide proof of payment if requested
      3. follow rules for using transfers
      4. refrain from riding bicycle in or on TTC property
      5. make available the priority seating for persons with disabilities
      6. refrain from interfering or obstructing a TTC employee or contractor from performing his or her duties
      7. wear appropriate shoes and clothing while on TTC property
      8. refrain from putting feet/shoes on seat
      9. refrain from laying down on TTC property
      10. refrain from littering
      11. refrain from smoking, using e-cigarettes or vaporizing while in or on TTC property
      12. refrain from causing a disturbance with profanity, gestures, fighting, or being offensive
  2. All persons will abide by the guidelines of the TTC Wheel-Trans Customer Charter.
  3. Safety
    1. always wear a seatbelt, if possible
    2. do not place any part of your body out the window of the vehicle
    3. do not throw any objects outside of the window of the vehicle
    4. always follow the instructions of TTC employees, including requests to evacuate the vehicle
    5. do not interfere with the operator of a TTC vehicle or obstruct the vision of the operator
    6. do not enter TTC property or vehicles while having any weapons or instruments intended for use as weapons in your possession
    7. do not enter TTC property or vehicles while in possession of any flammable materials, unless otherwise approved
    8. refrain from any action that would knowingly jeopardize the safety of yourself or any other persons within TTC property
    9. if you see something, say something and report any safety concerns immediately to a TTC  employee
  4. Reliability
    1. be ready and waiting at the designated pick-up location 5 minutes prior to your pick-up time
    2. make every attempt to notify Wheel-Trans as soon as possible if you are unable to make your scheduled trip
    3. avoid unnecessary late cancellations and no-shows where possible
    4. all customers shall use Wheel-Trans in a responsible manner to preserve, protect and promote the longevity, of this essential public resource for greater mobility in the City of Toronto
    5. no person shall falsely represent themselves through words, actions, clothes, insignia, badge, or equipment. Using any identification, other than your own, is prohibited
    6. no person shall knowingly provide any false information in any statement, whether in writing or otherwise to TTC
    7. registered customers are not permitted to book travel for non-registered customers on Wheel-Trans
  5. Accessibility
    1. ensure that your ramp, driveway and sidewalk are clear of ice and snow
    2. ensure that the destination you have requested is accessible
    3. always inform Wheel-Trans of the exact mobility device that you will be travelling with to ensure we send a vehicle that accommodates your device
  6. Courtesy
    1. treat other customers and TTC representatives with consideration, patience, respect, and civility to allow use, operation, and enjoyment of TTC in a safe and gratifying manner for all persons
    2. refrain from using any radio, recording device, digital music or audio device, musical instrument, or similar device in or on TTC property unless the sound is conveyed by an earphone at a sound level that does not disturb other customers or TTC employees
    3. no person shall vandalize, damage or destroy TTC property
    4. no person shall provoke violence or pose a clear threat to other persons, including verbal, visual, gestures or any other type of provocation
    5. no person shall engage in fighting
    6. no person shall behave in a manner which would interfere with the ordinary enjoyment of persons using the transit system
  7. Communication
    1. inform Wheel-Trans of any changes to your disability or conditions as soon as possible
    2. refrain from communicating with TTC staff, other customers or members of the public in a manner that is disrespectful or abusive including using profane language, yelling, speaking offensively, making lewd comments or gestures
  8. Cleanliness
    1. all persons shall wear proper clothing and footwear while on TTC property
    2. no person shall be in a TTC vehicle or property exhibiting any odor that unreasonably interferes with the use, operation or general enjoyment of the services
    3. all persons are expected to maintain a reasonable level of personal hygiene
    4. all persons shall refrain from littering
  9. Comfort
    1. give other customers the space they need to have a comfortable trip
    2. all persons must follow the scent-free guidelines and environmental sensitivity policy
  10. Inclusivity
    1. no person shall make any expressions, statements or gestures that would be considered offensive on the grounds of race, gender, disability, religion or sexual orientation or any other prohibited grounds of discrimination as per the Ontario Human Rights Code

Documented violations of the Customer Code of Conduct that jeopardize the safe & respectful environment of Wheel-Trans may result in suspension of service.

Number of Violations (in a 1 Year period) Suspension
1st violation   Advisory Letter
2nd violation   7 day suspension
3rd violation   14 day suspension
4th  violation   30 day suspension
5th  violation  60 day suspension


Note: Depending on the nature of the violation, customers may face immediate suspension and/or criminal charges.

If you have been suspended and wish to appeal the decision, please contact:  Wheel-Trans Customer Service at wtcs@ttc.ca or call 416-393-4111.

Door-to-Door Policy

Policy Statement

The Door-to-Door Policy defines the rules and guidelines surrounding the provision of Wheel-Trans services for both door-to-door trips and trips to Family of Services landmarks (i.e. lay-by area in close proximity to a conventional bus stop).

The primary goal of this policy is to ensure that while being escorted to and from the vehicle during Wheel-Trans pick-ups and drop-offs, both customers and operators have a clear understanding of what to expect.

Scope

The policy applies to all registered customers of Wheel-Trans.

Responsibility

TTC Wheel-Trans staff, including contracted service providers is responsible for following this policy. TTC Wheel-Trans Supervisors and Managers are responsible for ensuring this policy is followed correctly.

Legislative Requirements

  • Accessibility for Ontarians with Disabilities Act (2005);
  • Integrated Accessibility Standards Regulation, Ont. Reg. 191/11; and
  • Ontario Human Rights Code.

Definitions

Origin is defined as the first Wheel-Trans pick-up location, i.e. the address where the trip originates or begins.

Destination is defined as the Wheel-Trans drop-off location, i.e. the address where the trip ends.

Origin to destination service is defined as a service where customers are taken from their origin to destination locations. Origin to destination services may include services on any accessible TTC conventional transit services.

Door-to-door is defined as origin to destination service from the door at the customer’s origin address to the door at the customer’s destination address.

Door/designated door is defined as the common public entrance at a building, residence, or area, that provides shelter from the elements, which may include going through a maximum of two doorways into the common public entrance of public facilities, i.e. the weather doors and then entry doors to a medical building or a lobby of a residential building.

Common public entrance is defined as the appointed waiting area in a public facility. Examples of a common public entrance include a lobby, lounge, entry way, atrium, reception desk, information desk, etc.

Accessible TTC conventional services are accessible TTC buses, community buses, streetcars and subways. These services do not include TTC Wheel-Trans.

Family of Services trip is defined as a multi-modal trip using both Wheel-Trans and the accessible TTC conventional services including: bus, subway, streetcar, or community bus services.

Lay-by is defined as an area on the side of the road where a vehicle can pull over to the side to allow customers to board and exit the vehicle.

Policy

  1. TTC provides origin to destination services that include:
    1. door-to-door services provided by Wheel-Trans vehicles;
    2. accessible TTC conventional transit provided by bus, subway, streetcar or community buses;
    3. via Family of Services, a combination of both Wheel-Trans and conventional transit services.
  2. There are three main types of doors:
    1. A door to a home or personal residence;
    2. A door to an apartment building, i.e. the first door that provides entry into the apartment/condominium, not the door to a customer’s actual living residence;
    3. A door to a public facility, including medical centres, restaurants, hospitals or stores identified through a designated landmark, or designated door indicating the first accessible door, that provides shelter from the elements and access to the building.
      For example, a Wheel-Trans door-to-door trip to:
      a hospital: would require the Wheel-Trans operator to bring the customer through a maximum of two double doors, to enter the building, but will not bring the customer to the door of their specific appointment, i.e. the dialysis unit.
      a recreation centre: would require the Wheel-Trans operator to bring the customer through a maximum of two double doors, into the general area of the facility, but will not bring the customer to the door of their specific activity, i.e. adult day program.
  3. When origin to destination services are provided solely through a door-to-door Wheel-Trans trip, the operator will escort the customer from the door of their origin address to the first set of accessible doors that provides entry way into a shelter including a house, building or facility at the destination address.
  4. When escorting a customer from the door to the vehicle or from the vehicle to the door, the operators will offer light assistance by steering a customer in a manual wheel-chair, by offering an assistive elbow to customers with visual impairments, or by simply accompanying the customer by walking beside them.
  5. The operator is not required to do any of the following: carry the customer’s personal carry-on items, carry any mobility devices (with the exception of loading and unloading), to physically lift the customer in any way or do anything that would otherwise be in violation of the operator’s training.
  6. If a customer does not want to be escorted to or from the vehicle to the door of their destination, they must inform the operator of this request. The operator is still required to wait and to ensure that they visually see the customer cross the threshold of the door and are inside the location of their destination.
  7. Wheel-Trans operators are required to call out the customer’s name and correctly identify that they have connected with the right customer. If there is any confusion, operators will confirm the identity of the customer by asking the customer their first name, last name, customer ID number and destination address.
  8. Customer pick-up and notification of arrival:
    Customers are required to be waiting near the door or inside the common public entrance at the origin of their trip five minutes prior to the scheduled pick-up time.
    If the pick-up location is a house where the door-bell is easily accessible, the Wheel-Trans operator may use the doorbell to notify customers of their arrival as a courtesy, however, Wheel-Trans operators are not required to use the doorbell or buzzer system to notify customers of their arrival.
  9. Family of services trips:
    When origin to destination services are provided through Family of Services (a combination of both Wheel-Trans and TTC’s conventional transit services) the operator will escort the customer from the vehicle door to the:
    1. the entrance to the subway or bus station;
    2. the curb of the designated landmark (lay-by area in close proximity to conventional transit stop or station)
      If a Family of Services trip originates from a conventional transit landmark, the operator will escort the customer from:
    3. the entrance to the subway or bus station to the vehicle;
    4. the curb of the designated landmark lay-by area in close proximity to conventional transit stop.
  10. If a customer needs to exit before arrival at destination:
    Once the trip has begun it is anticipated that customers remain on the vehicle until their destination.
    Customers are not permitted to request that the Wheel-Trans operator change their route, i.e. customers cannot change their drop-off from the mall, to the doctor’s instead.
    However, should the customer unexpectedly need to vacate the vehicle, they can request to exit the vehicle and terminate the trip. If this occurs, the operator will locate the next available opportunity that is safe and secure to pull over and assist the customer to exit the vehicle. The operator will then contact Dispatch for further instruction.
  11. Safety and Accessibility Standards
    Wheel-Trans reserves the right to decline pick-up or drop-off a customer at an origin or destination address if the address does not meet our safety and accessibility standards. These include but are not limited to the following:
    1. pathway to door must be accessible;
    2. pathway to door must be visible and well illuminated;
    3. pathway to door must be clear of ice and snow;
    4. pathway to door must be clear of any objects that may present a safety risk to the customer or Wheel-Trans operator;
    5. in cases where a ramp exists, the ramp must be fully accessible. The slope of the ramp should not exceed a ratio of 1:12 slope and the ramp should not present a safety risk to the customer or Wheel-Trans operator;
    6. all doors must always allow the operator to remain in sight of the vehicle at all times;
    7. all doors must provide clear visibility for the customer to the TTC Wheel-Trans vehicle;
    8. all doors must not require the vehicle to violate any city by-laws, any regulations under the Highway Traffic Act, or parking regulations.
      Exceptions
      Wheel-Trans customers with a DNLU (do not leave unattended) status on their file.

Related Documents

P-WT-CS-114 FOS Conditional Travel Policy.
P-WT-CS-118 DNLU Policy.

Vehicle Exception Policy

Policy Statement

The Vehicle Exception Policy defines the guidelines and rules for when a customer requires a specific vehicle type due to the nature of their disability.

This policy also encourages responsibility among customers and acknowledgment that Wheel-Trans service is a shared ride, public transit service and therefore vehicle choices are limited.

Wheel-Trans provides vehicles based on what is assigned by the scheduling system. When customers limit the types of vehicles they can travel on, it may limit the number of trip options that are available to them. Therefore, customers are encouraged, where possible, to make a reasonable attempt to self-accommodate their disability, prior to requesting a specific vehicle exception.

Scope

This policy applies to all registered customers of Wheel-Trans with the exception of those customers who require a vehicle exception due to the size of their mobility aid or device.

Responsibility

Wheel-Trans’ Customer Service, Reservations and Dispatch staff are responsible for executing the policy. Wheel-Trans’ Assistant Manager(s) of Customer Service, Reservations and Dispatch are responsible for ensuring correct application of the policy.

Legislative Requirements

  • Accessibility for Ontarians with Disabilities Act (2005);
  • Integrated Accessibility Standards Regulation, Ont. Reg. 191/11; and
  • Ontario Human Rights Code.

Definitions

A vehicle exception occurs when a customer is unable to travel in one or more vehicle type(s) due to the nature of their disability.

Policy

  1. Wheel-Trans will accommodate persons with disabilities by providing an accessible transportation option, to the point of undue hardship.
  2. Wheel-Trans offers a variety of vehicle types within its fleet in order to accommodate customers with different types of abilities.
  3. If a customer, due to the nature of their disability, is unable to travel in one or more of the vehicles offered by Wheel-Trans, they must make a request for a vehicle exception through Wheel-Trans Customer Service (wtcs@ttc.ca or 416-393-4111).
  4. To make a request for a vehicle exception customers can:
    1. Submit the Wheel-Trans Vehicle Exception Form completed by their registered health care professional (provided by Customer Service)
      or
    2. Attend an in-person functional assessment
  5. Customer Service will review the documentation submitted by the customer and determine if more information is needed. The following information is required:
    1. the medical reason for why the customer is be unable to travel in a specific type of vehicle.
    2. identify what self-accommodations may be made by the customer to avoid the vehicle exception (i.e. travelling with a lumbar pillow for back support).
  6. If more information is required, customers may be asked to attend an in-person functional assessment, if they have not done so already.
  7. If no further information is required, Customer Service will make a decision to grant the vehicle exception.
  8. If a vehicle exception is denied, customers can appeal this decision by contacting Wheel-Trans Customer Service at wtcs@ttc.ca or 416-393-4111.
  9. Any appeals for vehicle exceptions will be reviewed by the Assistant Manager of Customer Service on a case-by-case basis.

Specific Seat Requests

Some customers have expressed preference for the front, left or right side seats of a vehicle. However, as a shared-ride public transit service, Wheel-Trans cannot guarantee specific seat requests. Where possible, Wheel-Trans will accommodate this, i.e. if the seat is available. Wheel-Trans cannot guarantee that specific seats will be available, nor will operators enforce seat preferences. Seats are on a first come first serve basis.

Exceptions

If a customer requires a specific vehicle type due to the size and dimensions of their mobility aid, they do not require medical documentation.

Customers who require vehicle exceptions on a short-term temporary basis due to an injury or recent surgery may qualify for a temporary vehicle exception. This is determined on a case by case basis.

Related Documents

N/A

Travelling with Mobility Aids and Devices

Policy Statement

The purpose of the Traveling with Mobility Aids and Assistive Devices Policy is to define the rules and guidelines for persons travelling on Wheel-Trans using mobility aids and assistive devices.

Wheel-Trans will attempt to accommodate customers’ preferred mobility and assistive device and will ensure that they can be used safely on Wheel-Trans vehicles.

Scope

The policy applies to all persons travelling on Wheel-Trans vehicles who are using a mobility aid or an assistive device.

Responsibility

Wheel-Trans’ Customer Service, Reservations and Dispatch staff are responsible for executing the policy. Wheel-Trans’ Assistant Manager(s) of Customer Service, Reservations and Dispatch are responsible for ensuring correct application of the policy.

Legislative Requirements

  • Integrated Accessibility Standards Regulation, Ont. Reg. 191/11
  • Ontario Human Rights Code
  • TTC By-Law No. 1

Definitions

Mobility Aid means a device used to facilitate the transport, in a seated posture, of a person with a disability.

Mobility Assistive Device means a cane, walker or similar aid used to facilitate the transport of a person with a disability.

A Wheelchair is a chair mounted on wheels driven by muscular or any other kind of power that is designed for and used by a person whose mobility is limited by one or more disabilities or functional impairments.

A Mobility Scooter is a mobility device equivalent to a wheelchair but configured like a motor-scooter.

An Unconventional Mobility Device is any device other than standard mobility devices such as wheelchairs, mobility scooters, walkers, crutches, canes, and braces or any mobility device that cannot be safely secured using Wheel-Trans’ securement system. Devices such as (but not limited to) e-bikes, Segway’s, certain strollers and shopping carts are considered unconventional mobility devices under this policy.   

Policy 

  1. Wheel-Trans has a variety of vehicles to accommodate customers with various levels of abilities.
  2. A wheelchair cannot be larger than 31 inches (78.74cm) wide or heavier than a total weight (customer and device) of 800 lbs.
  3. Customers travelling on Wheel-Trans services are allowed to travel using standard mobility devices.
  4. Customers who wish to travel on Wheel-Trans services using unconventional mobility devices (i.e. any device that is not on the standard mobility device list) may be required to participate in a Mobility Device Assessment to determine if the device can be safely secured on board Wheel-Trans vehicles.
  5. Standard vs. Unconventional Mobility Aids and Assistive Devices:
    Standard Devices  Unconventional Devices
    All devices must be no larger than 31 inches wide (78.74 cm) and no heavier than a combined weight of 800lbs (device and customer) Any device that is not on the list of standard devices
    Standard wheelchair (manual or electric) Examples:
    4 wheel scooter Segways
    3 wheel scooter E-bikes
    Kneeling scooter/walker Shopping carts
    Cane Bundle buggies
    Crutches Luggage
    Braces Extra-large devices
    Oxygen tanks etc
    Strollers
  6. Customers who are using mobility devices that are not on the list of standard devices (above) will contact Wheel-Trans Customer Service at wtcs@ttc.ca or 416-393-4111 to determine if an assessment is required.
  7. Wheel-Trans reserves the right to restrict the type of vehicle assigned to a customer if the mobility aid/device cannot fit in the vehicle.
  8. Wheel-Trans reserves the right to refuse a ride to customers using mobility and assistive devices that cannot be safely secured using Wheel-Trans’ securement system or devices that would interfere with the safety of other passengers.
  9. It is the responsibility of the customer to ensure that their mobility or assistive device is kept clean and in good repair.
  10. Customers are asked to travel with no more than one mobility device, unless extenuating circumstances.
  11. Mobility devices which must be registered or require an operating license (motorcycles, vehicles, etc.) are not allowed on Wheel-Trans vehicles.
  12. Mobility devices are restricted to those that can accommodate only a single user. Multi-passenger devices are not permitted on Wheel-Trans vehicles.
  13. All powered mobility devices must be electric/battery powered. Devices powered by gasoline or other combustible fuels are not permitted on Wheel-Trans vehicles.
  14. It is the responsibility of the customer to notify Wheel-Trans of the type of their mobility and assistive device (and the device used by their support person and/or companion) prior to booking their trip in order to determine the appropriate type of vehicle.
  15. It is the responsibility of the customer to notify Wheel-Trans of any changes in their mobility and assistive device. Customers are encouraged to consult with Wheel-Trans prior to purchasing a new mobility or assistive device.
  16. If the customer does not inform Wheel-Trans of changes in the type of their mobility or assistive device (and the device used by their support person and/or companion) the wrong vehicle type may be sent to them. This could result in a significant delay to customers as Wheel-Trans make arrangements for another ride.

Exceptions

n/a

Related Documents

P-WT-CS-115 Vehicle Exception Policy
P-WT-CS-131 Service Animal & Pets Policy
P-WT-CS-132 Carry-on Items Policy