TTC Wheel-Trans Service

Transcription

1 TTC Wheel-Trans Service

2 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 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.

3 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

4 What you need to know about Wheel-Trans Service Area The City of Toronto Up to one kilometre into the adjacent regions of Peel, York and Durham Hours of operation 24 hours-a-day, seven days-a-week Travel time Schedule your arrival at your destination at least 30 minutes prior to your required arrival time to allow for traffic or other unforeseen circumstances. Be sure that your destination is open, as drivers cannot wait until a facility opens. This would cause delays to other customers. Trip booking options Occasional trips are trips that are booked up to seven days in advance of travel. For example, you can call on Monday to book trips for Tuesday and up to and including the following Monday. Regular trips are recurring trips at the same time, on the same day of the week and to the same destination for a minimum of two weeks, e.g. trips to work, school or physical therapy. Same day trips are trips booked on the day of service, at least four hours prior to the desired pick-up or drop-off time.

5 Arrival vs. departure time requests Arrival time: You need to arrive at your destination at a specific time, e.g. doctor s appointment. Plan to arrive 30 minutes prior to your appointment. Departure time: You need to leave a destination at a specific time, e.g. leaving work. Scheduled trip times At the time of booking, you will be given a window of time for your pick-up, e.g. between 10 a.m. and 10:30 a.m. On the evening prior to your trip (between 9 p.m. and 10:30 p.m.) or on the morning of your trip (beginning at 7 a.m.), you will receive an automated phone call that will provide you with the exact pick-up time, the destination(s) and the type of vehicle that will pick you up. If you do not receive a phone call, please call the RideLine at at least an hour prior to your scheduled pick up to obtain your trip information. What you need to know about Wheel-Trans

6 Assistive Devices We need to know the type of assistive device you will be using in order to determine the type of vehicle to send to you for pick-up. If you do not inform us or change your mind on the day of service, the wrong vehicle type may be sent to you. This could result in a significant delay to you as we make arrangements for a vehicle that can accommodate you. Support person or companion You may travel with: One (1) companion or support person for a total of two travellers (including yourself) All your dependents (children) After 9 p.m., or on the day of service, you can contact us to see if we have space for additional passengers. Anyone travelling with you must pay the appropriate fare with the exception of a support person and only if you have a valid support person card. On weekends and holidays, you may bring as many companions or support persons as we have space for at the time of booking. Major destinations (landmarks) At frequently travelled to destinations such as hospitals or shopping malls, you will be picked up and dropped off at designated entrances. We cannot accommodate requests for other entrances.

7 Do not leave unattended (DNLU) Family members or caregivers may contact Customer Service if you require a DNLU designation on your file. A DNLU designation alerts our drivers to your need to be placed in the care of someone when arriving at your destination. To avoid delays to our service, we require the caregiver at the destination to be on time. If someone is not available to receive you and it causes a delay to service, we may require you to travel with a companion at all times. Narrow or congested streets You may be required to travel a distance from the vehicle to your destination because of parked cars and narrow or dead-end streets. Drivers will escort you from the vehicle to the first set of accessible doors at your destination. Private driveways Buses cannot enter residential driveways for safety reasons. Ramp/walkway conditions Ramps and walkways at pick-up and drop-off destinations must be: Clear of debris, ice and snow Ramps must have non-slip surfaces Ramp slope must not be too deep Ramps must have railings What you need to know about Wheel-Trans

8 Snow and ice hazards Your ramp, driveway and sidewalks must be cleared of ice and snow. Failure to do so may result in the cancellation of your trip. If you require snow removal, please contact the City of Toronto by calling 311. Snow or severe weather on the day of travel If we are experiencing severe weather or a major accumulation of snow, we recommend that you only take essential trips. Same day cancellations will not be counted as a late cancellation. We will post a message to this effect on the RideLine and on mywheel-trans.ttc.ca. One-step policy Drivers will only take your manual wheelchair up or down one step or a curb at the point of pick-up or at your destination. Customers using a power wheelchair or scooter must use a ramp. Travelling with pets Note: The following does not apply to service animals. Ensure that you indicate that you will be travelling with a pet when making your booking. Pets must be on a leash or in a pet carrier at all times. Animals showing signs of aggression will not be allowed to board.

9 Travelling with a service animal Please indicate that you will be travelling with a service animal at the time of booking so that we can ensure there is space in the vehicle. Travelling with bags, boxes or other personal items You are responsible for transporting your personal belongings. For safety reasons, all items must be secured. Items should not protrude from your assistive device as this may make it impossible to safely secure your assistive device. We reserve the right to cancel your trip if we feel that it is not safe or if you do not have a companion to help you with your parcels. Lost articles If you think that you may have left personal belongings on one of our vehicles, please contact Customer Service ( ) as soon as possible. If your item is found, we will make the necessary arrangements to return it to you. If a lost item is not claimed after 30 days, it will be sent to the TTC s Lost Articles Office, located in the Bay subway station. The office is open to the public from 8 a.m. to 5 p.m., Monday to Friday, except holidays. Call , Monday to Friday, 12 noon to 5 p.m. (except holidays). Width of bus doors and ramps Assistive devices must not exceed a maximum width of 34 inches or 86 centimetres What you need to know about Wheel-Trans

10 Travelling outside the City of Toronto Wheel-Trans service is available within the City of Toronto and up to one kilometre into the adjacent regions of York, Durham and Peel. Specific transfer locations are in place for other regional para-transit services: North: York Region Transit Mobility Plus or mobilityplus.yrt.ca/en/ Shops on Steeles Food Basics, 2900 Steeles Avenue East Centrepoint Mall 6464 Yonge Street, Pickle Barrel entrance Tim Horton s 3310 Steeles Avenue West Tim Horton s 4228 Midland Avenue West: Region of Peel Transhelp , peelregion.ca/transhelp Woodbine Racetrack 555 Rexdale Boulevard Trillium Hospital Queensway Site Emergency Entrance, 150 Sherway Drive East: Durham Region Transit Specialized Service , durhamregiontransit.com/specializedtransit McDonalds Restaurant Port Union Road/Highway 401, 7431 Kingston Road You will be required to pay a fare to Wheel-Trans and the other regional service. Please contact each provider for information about fares, bookings and eligibility.

11 Transfer to Durham Region Transit Specialized Services What you need to know about Wheel-Trans

12 Many specialized transit services have agreed to eliminate the requirement for a formal application process when a customer from another GTHA jurisdiction wishes to use their service, and meets the following criteria: Uses a mobility aid; and Is registered as eligible for specialized transit service and in good standing in their own municipality. This applies to the following regions: Brampton, Caledon, Durham, Hamilton, Milton, Oakville, Peel and York Region. If you are interested in becoming a customer in one of the jurisdictions above, please contact Customer Service at or [email protected]. Service to Toronto Pearson Airport Wheel-Trans offers service to Lester B. Pearson airport for the cost of your TTC fare. You are responsible for carrying your luggage. Pick-up and drop-off locations are: Terminal 1: Arrivals Level 1, Doorway E Terminal 1: Departures Level 3, Post 9 Terminal 3: Departures Level, Sign 29 (under covered walkway) What you need to know about Wheel-Trans

13 Booking your Wheel-Trans trip Please note that all Wheel-Trans regular trip bookings (pre-booked/automatically scheduled rides) are cancelled on statutory holidays. If you still need to travel on a statutory holiday, please book the ride as an occasional trip. If you are taking the subway as part of your trip, please review our scheduled subway closures on ttc.ca before booking. mywheel-trans.ttc.ca Occasional Advanced Trip Booking: Same-day Trip Booking: Trip Confirmations/Cancellations 5 a.m. to 11 p.m. 5 a.m. to 11 p.m. 5 a.m. to 2:00 a.m. RideLine Automated Touch Tone service: Advanced Trip Booking: 5 a.m. to 11 p.m. Same-day Trip Booking: 5 a.m. to 11 p.m. Trip Confirmations/Cancellations 5 a.m. to 2:00 a.m. Reservations Advanced Trip Booking: 7 a.m. to 11 p.m. Same-day Trip Booking: 5:30 a.m. to 11 p.m. Trip Confirmations/Cancellations 5:30 a.m. to 11 p.m. TTY Line :30 a.m. to 11 p.m Priority Line Open 24 hours a day, seven days a week Call when you receive a No-show and require another trip or to inquire about late vehicles (30 minutes or more). All other calls will be transferred. Booking your Wheel-Trans trip

14 Types of trip requests 1. Occasional same day trips: booked on the day of service, at least four hours prior to the desired pick-up or drop-off time. 2. Occasional advance trips: booked for the next day and up to seven days in advance of travel. 3. Regular trips: a recurring trip at the same time of day, same day of the week to the same destination and for a minimum of two consecutive weeks, e.g. trips to work, school or physical therapy. What you need Please have the following information ready: Your registration number. This is a six-digit number that appears on your Wheel-Trans registration card. The exact address and major intersections of the locations that you wish to travel to. The assistive device that you will be travelling with and whether you will be travelling with a support person or companion (and their assistive device if applicable). Your preferred arrival or departure times for your trips. Booking your trip online You can book occasional same day, advanced and regular trips using mywheel-trans.ttc.ca. This is the fastest way to make a reservation and the service is available two hours earlier than if you call Reservations. This service is available from 5 a.m. to 11 p.m. seven days-a-week. You will be required to create a username and personal password before booking

15 If your trip request is not available at the time of your booking, the request will be placed on a waiting list. When we are able to confirm the reservation, you will receive a confirmation from our automated call-out service. How-To videos are now available online to assist customers in booking, cancelling and confirming trips. Step 1: Log-in us ing your registration number and password that you created. Booking your Wheel-Trans trip

16 Step 2 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

17 Booking your Wheel-Trans trip

18 Select where your trip originates from (Origin Address) 1. Registered Address: Frequently travelled to addresses (Favourites) 2. Recent trip stops: Addresses that you have travelled to in the last 6 months. 3. Landmark Types: Major destinations (Landmarks) in Toronto e.g. subway stations, hospitals, arts/culture venues and other popular attractions,

19 4. Search for Other Addresses: Enter in a street number, street name, street type, direction Select where your trip ends (Destination Address) Booking your Wheel-Trans trip

20 Select the Assistive Device(s) and number of Companions

21 Step 3: Submit Request What is the Waiting List? If your trip request is not available at the time of your booking, the request will be placed on the waiting list. If the trip is booked, you will receive a confirmation call from our automated Callout service. There is no need to call Reservations. Booking your Wheel-Trans trip

22 Booking your trip using RideLine You can book occasional same day, advanced and regular trips using RideLine. This service is available from 5 a.m. to 11 p.m. seven days-a-week. This services is also available two hours earlier than if you call Reservations. To access Rideline, you will need to enter your six-digit registration number, followed by your four-digit default password which is the month and day of your birthdate, e.g. January 6 is When using RideLine, you can book addresses that are on your registered (favourites) list, major landmarks and addresses that you have travelled to within the last six months. Call or Customer Service at to register additional addresses. If your trip request is not available at the time of your booking, the request will be placed on a waiting list. When we are able to confirm the reservation, you will receive a confirmation from our automated call-out service. Booking your trip by calling Reservations You can book occasional same day, advanced and regular trips by calling Reservations. Please note that we receive high call volumes resulting in frequent busy signals and long wait times.

23 Putting Regular trips on hold You can put regular trips on hold by requesting a Regular Trip Interruption. You can do this online at mywheel-trans.ttc.ca, by calling the RideLine or by calling Reservations. Cancelling an Occasional trip Please cancel your trip before 11 p.m. the evening before you are scheduled to travel. You can cancel your trip online at mywheel-trans.ttc.ca, by calling the RideLine or by calling Reservations. Obtaining trip information Your trip details are available after 9 p.m. on the evening before your trip or anytime on the day of service. Our automated call-out service will provide you with the details of your scheduled trip, including the trip times, destinations and vehicle type. Automated calls are made after 9 p.m. on the evening before your trip or after 7 a.m. on the day of your trip. If you miss the automated call, you can get the information on mywheel-trans.ttc.ca or by calling the RideLine. Booking your Wheel-Trans trip

24 Day of your trip Paying your fare You must pay a regular TTC fare each time you take a trip with Wheel-Trans. We accept tickets, tokens, valid TTC passes or the exact cash fare. Seniors, 65 years of age or older, must show appropriate proof of age. Students, between 13 and 15 years of age, do not require identification. Students, between 16 and 19 years of age, need to carry valid identification. Post-secondary school students need to carry a TTC Post-Secondary Photo ID when using a monthly Post-secondary Metropass. Post-secondary Photo ID is not eligible for use with the Senior/Student Weekly Pass, Senior/Student Ticket or Senior/Student cash fare. Children, 12 and under, ride free. Metropasses provide unlimited travel for the month of purchase. Metropasses are transferrable, however the pass can only be transferred after the person using the pass has exited the TTC transit system. No pass back allowed. A support person travelling with a person with a disability is not required to pay a fare IF they have a Support Person Assistance Card. More information is available on ttc.ca or by calling

25 Wheel-Trans vehicles Wheel-Trans will schedule your trip on one of the following vehicles: Accessible low-floor bus with ramp Contracted accessible taxi minivan with ramp Sedan taxi cab The vehicle scheduled is subject to change at any time. Scheduled pick-up time Please be waiting at the door of your home with a clear view of the street. If you live in an apartment, please be waiting in the lobby with a clear view of the street. Drivers will only knock on your door, ring your doorbell or buzz your apartment unit if they are more than 20 minutes late. At a public facility, e.g. a medical office, school or hospital, wait in the common waiting area or as close to the entrance as possible. At public facilities, drivers will come in and announce the name of the person they are picking up. Drivers will only wait five minutes beyond your schedule pickup time. They will then call Dispatch and get authorization for a No-show slip. The return trip (if applicable) will automatically be cancelled 30 minutes after you are marked as a no-show. If you have missed your trip and still require the ride, you must call the Priority Line at Day of your trip

26 What to expect from your driver Drivers are responsible for announcing their arrival, and verifying the name and identification of the customer. Please have your registration card or other I.D. available for the driver. Drivers will only take your manual wheelchair up or down one step. You are responsible for making arrangements to have your wheelchair taken up or down more than one step. Customers using electric wheelchairs or scooters should have a ramp or lift. The driver will push customers using a manual wheelchair from the door at the pick-up location to the vehicle. The driver will walk beside customers using a power wheelchair or scooter to the vehicle and stand behind as you board. Drivers cannot control your power device for you. The driver will provide light assistance (as needed) for ambulatory customers, e.g. customers using a walker or cane. Boarding the vehicle For buses or accessible taxis (minivans): A ramp will be extended to accommodate you. On a bus, you may remain seated on your wheelchair or scooter, or you can request that you transfer to a seat. Your driver will secure your wheelchair/scooter using securement belts. You will also be secured with a seatbelt. On an accessible taxi (minivan), you must transfer to a seat if you use a scooter. You must use a seatbelt. Ambulatory customers and support persons or companions must also wear a seatbelt. If the driver is unable to secure your assistive device, you cannot travel.

27 Infants and young children travelling on an accessible bus Buses are not equipped with car seats, booster seats or tethers. Children should be removed from strollers and secured in a single seat. If your child is unable to sit in a single seating position then the child should be placed on your lap. If you cannot hold your child and wish for them to remain in the stroller, then the stroller must be secured in the same manner as a mobility device. If your stroller is lightweight or in poor condition, the driver can refuse to secure it for safety reasons. Infants and children travelling in an accessible taxi (minivan) Accessible taxis are not equipped with car seats, booster seats or tethers. You can bring a booster seat but you will be required to secure your child. If you cannot secure your child yourself, please travel with a support person/companion. Infants and children travelling in a sedan taxi cab Sedan taxi cabs are not equipped with car seats and booster seats but they do have tethers. You can bring a booster seat but you will be required to secure your child. If you cannot secure your child yourself, please travel with a support person/companion. Day of your trip

28 Travelling to your destination Wheel-Trans is a public transportation service. You will be sharing your ride with other customers. Drivers are aware of the names of the customers they are transporting and the addresses they are travelling to. Drivers will pick-up and drop-off customers in the order of scheduled times, even if running late. The driver will only take you to the address listed on the run-sheet. Please keep your seatbelt on at all times while in the vehicle. To ensure the safety of our customers and drivers, Wheel-Trans has installed cameras on all of our buses. Accessible taxis and sedans are also equipped with cameras.

29 Arriving at your destination Wait until the vehicle has come to a complete stop before removing your seatbelts. Remain seated and wait for the driver to assist you from your seat. Drivers are responsible for assisting you from the vehicle and accompanying you through the first accessible door at your destination. The driver will push your wheelchair or provide light guidance. If you require additional assistance, please travel with a support person/companion. Please remember to take all of your personal belongings with you when exiting the vehicle. Drivers will only take your manual wheelchair up or down one step or a curb at your destination. Customers using a power wheelchair or scooter must use a ramp. Day of your trip

30 Late cancellation/no-show policy Customer no-shows and late cancellations impact our ability to provide customers with trips, and represent a considerable cost to the TTC. A late cancellation occurs when you cancel on the day that your trip is scheduled. All trips must be cancelled prior to 11:30 p.m. the evening before travel. If Wheel-Trans is more than 20 minutes late and you cancel your trip, it will not count as a late cancellation. A no-show occurs when the vehicle arrives at the scheduled time and place, and you are not there. Our drivers will only wait five minutes before leaving a no-show notice. A customer may not have more than four days of late cancellations and/or no-shows in any month. The fifth day of late cancellation/no-show in the month will result in the following actions: 1st occurrence an advisory letter is sent to the customer 2nd occurrence seven-day service suspension 3rd occurrence 14-day service suspension 4th occurrence 30-day service suspension 5th and subsequent occurrences 60-day service suspension Wheel-Trans will call customers (automated message) to alert them on the first day and the fourth day that they receive a no-show or late cancellation. During a service suspension, Wheel-Trans service will be provided for customer trips related to medical appointments. Late cancellation/no-show policy

31 Eligibility Reassessment Program On occasion Wheel-Trans receives information from a customer, operator/employee or member of public questioning a customer s eligibility for service. When these concerns are raised a reassessment process begins with a preliminary review of the information received, which may include the viewing of video from a vehicle. If the information that is received raises doubt about a customer s continued eligibility for Wheel-Trans service, the individual is scheduled to meet with a panel for a reassessment interview. In the event that the panel determines that a customer is no longer eligible for Wheel-Trans service, a notification letter is mailed out to the individual stating the decisions and outlining the appeal process. Appeal process This process applies whenever a customer wishes to appeal a decision for the denial of Wheel-Trans service: Send a letter/ fax / which specifically addresses why you do not agree with the reason(s) given by the evaluators for denying your service. Please include any documentation you wish to be considered to support your position and it will be forwarded to the appeal panel for their review. Your request for an appeal must be received by Wheel-Trans within 30 calendar days from the date listed on the determination letter. Typically an appeal can be booked within 14 business days following the request. Under extraordinary circumstance the deadline to file an appeal may be extended subject to the Wheel-Trans Senior Manager s approval. Eligibility Reassessment Program

32 Forward your appeal request and all supporting documentation to: Wheel-Trans Appeals 580 Commissioners Street, Toronto, ON M4M 1A7 Fax: Upon receipt of your request Wheel-Trans staff will contact you and schedule an in-person appeal with a third-party panel. The appeal will last approximately 30 minutes and will be held at 3300 Bloor Street West (Bloor/Islington). Appeal dates and times are typically held Monday Friday (10:30 a.m. - 3:30 p.m.). This facility is wheelchair accessible. You are required to personally attend the appeal, there are no exceptions. The TTC has contracted out the appeal process to an independent organization. This panel will not include anyone involved with the original determination to deny your application for service. Interviews are conducted in English, and Interpreters are not provided. Applicants are encouraged to bring a family member or friend to assist them if required. The exception is a request for an ASL (American Sign Language) interpreter. If one is required please ensure that you let the Customer Service Representative know ahead of time, as it can take up to two weeks to honour this request. The appeal panel is comprised of 3 individuals, one of whom is a Physiotherapist or Occupational Therapist, and the other two are individuals with knowledge of accessible transportation needs and requirements. The appeal panel will base their decision on Wheel-Trans eligibility criteria, which is based on your ability to meet eligibility criteria relating to your physical mobility and not on any medical information you may provide. Eligibility for service is not based on age, disability or specific health condition. The appeal panel will focus only on the first panels reason for your denial and your position as to why you should not have been denied service. The appeal panel

33 may assess your ability to walk and request that you ascend/ descend a set of three stairs. The appeal panel will not discuss the results of the appeal and they do not determine if you qualify for service. The results of your interview are sent to the Wheel-Trans office where it will be reviewed and scored to determine if you qualify for service. You will be contacted by letter within 10 business days, with a decision regarding your appeal for service. If the appeal relates to your initial assessment for service and you are determined to be eligible, the letter will include your Wheel-Trans registration number, and information on whether you have qualified for permanent or temporary service. If you have qualified for temporary service, you will be made aware of the date that your service will end. If the letter that you receive states that you have not qualified for service the reasons for denial will be outlined. You may reapply for service in six months time or sooner if your mobility has significantly worsened. If the appeal relates to your re-assessment for service and you are determined to be eligible, the letter will inform you that your service will continue without interruption. If the letter that you receive states that you have not qualified for service, you will be provided the reasons for denial upon which the appeal was based. You may reapply for service in six months time or sooner if your mobility has significantly worsened. Under extraordinary circumstance the deadline to file an appeal may be extended subject to the Wheel-Trans Senior Manager s approval. Eligibility Reassessment Program

34 Definitions ACAT: ACAT or the Advisory Committee on Accessible Transit was established as an advisory committee to provide a mechanism for ongoing public participation in decisions affecting accessible transportation in the City of Toronto. The Committee is comprised of volunteer members and reports to the Board of the Toronto Transit Commission. Accessible taxi (minivan): Contracted minivans with ramps that provide trips for Wheel-Trans customers. Accessible buses: buses on fixed routes that have ramps or lifts to accommodate customers using wheelchairs, scooters, walkers, strollers or other mobility devices. All TTC buses are accessible. Accessible subway station: subway stations with elevators to accommodate customers using wheelchairs, scooters, walkers, strollers, bundle buggies or other mobility devices. Arrival: the time you want to be at your destination. Automated touch-tone service: telephone service that allows you to use your touch-tone phone to book or cancel trips (RideLine ). Call-out service: Wheel-Trans automated telephone call that provides you with your trip information. Cancelled at door: customer cancels a trip when the driver arrives for pick-up. Companion: any person that accompanies you on your trip. Departure: the time you want to leave your location. Designated pick-up location: accessible pick-up locations at large facilities such as malls and hospitals.

35 Drop-off: the location and time that your trip ends. Eligibility Reassessment Program: process that is followed if Wheel-Trans is reassessing a customer s eligibility for service. Fare: payment for your trip. Guide/service animals: animals that have been specifically trained to assist with a person s day-to-day life. The animal may wear a special harness or cape designating them as a guide/ service animal. Late cancellation: a late cancellation is a trip that you cancel on the day of service. Metropass: a monthly pass for unlimited use on any TTC or Wheel-Trans service. Mobility/assistive device: wheelchairs, scooters, walkers, crutches, canes or any other device that assists a person. No-show: A no-show occurs when you are not present when the vehicle arrives at the scheduled time and location. Occasional trip: trips booked on a one-time basis for up to seven days in advance. Pick-up: the location/time where your trip begins Priority Line: call the Priority Line ( ) if your driver is late by 30 minutes or more or if you have received a no-show and you still require the trip. Registration number: your personal identification number from your registration card. Regular trip: trips that are taken at the same time, on the same day to the same location for two consecutive weeks or more. Regular trip interruptions: you can arrange to suspend regular trips by requesting a Regular Trip Interruption, e.g. during a vacation. Definitions

36 RideLine: Wheel-Trans automated touch-tone telephone service. Same day service: bookings made on the day of travel at least 4 hours in advance of the desired pick-up and drop-off time. Securement belts: belts in buses and accessible taxis (minivans) that are used to secure assistive devices. Sedan taxis: contracted taxicabs that provide trips for Wheel- Trans customers. Shared ride: Wheel-Trans is a shared ride service with multiple scheduled customer pick-ups and drop-offs along the way. Support person: someone who assists with communication, mobility, personal care/medical needs or with access to goods, services or facilities. Transfer point: if you require transportation beyond the city limits, we have established transfer points (locations) with other regional para-transit providers. Trip confirmation: specific scheduled trip information that is provided to you via our automated call-out or by calling the RideLine after 9 p.m. the night before your scheduled service or anytime on the day of service. Wheel-Trans bus: buses that are owned and operated by TTC Wheel-Trans. Window of time: at the time of scheduling, you will be provided with an approximate range of time for your pick-up or drop-off. Definitions

37 Advisory Committee on Accessible Transit The TTC Advisory Committee on Accessible Transit (ACAT) drives ongoing public participation in decisions affecting accessible transportation in the City of Toronto. The Committee is comprised of volunteer members and reports to the Board of the TTC. ACAT provides advice and guidance on improvements to conventional, Wheel-Trans, and community bus services to better meet the needs of all. ACAT is an integral part of the TTC s commitment to making Toronto transit fully accessible by ACAT has provided critical advice on many of the TTC s transit initiatives. Accessibility features on new buses, streetcars, subways and stations. Wheel-Trans eligibility criteria and the application process. Technology improvements, such as Trip Planner and ttc.ca. Priority seating: flip down and blue seat fabric. Direct involvement in training of TTC operators and collectors. We encourage any Toronto resident to get involved with ACAT, whether you can commit to being on the committee or by sharing ideas and experiences. For more information, visit our website at ttc.ca/acat, contact ACAT via Wheel-Trans Customer Service at or via at [email protected]. Advisory Committee on Accessible Transit

38 Contact us mywheel-trans.ttc.ca Advanced Trip Booking: Same-day Trip Booking: Trip Confirmations/Cancellations 5 a.m. to 11 p.m. 5 a.m. to 11 p.m. 5 a.m. to 2 a.m. RideLine Automated Touch Tone service: Advanced Trip Booking: 5 a.m. to 11 p.m. Same-day Trip Booking: 5 a.m. to 11 p.m. Trip Confirmations/Cancellations 5 a.m. to. 2 a.m. Reservations Advanced Trip Booking: 7 a.m. to 11 p.m. Same-day Trip Booking: 5:30 a.m. to 11 p.m. Trip Confirmations/Cancellations 5:30 a.m. to 11 p.m. TTY Line :30 a.m. to 11 p.m Priority Line Open 24 hours a day, seven days a week Call when you receive a No-show and require another trip or to inquire about late vehicles (30 minutes or more). All other calls will be transferred. Customer Service [email protected] Monday-Friday 8 a.m. to 4 p.m. Call when you require information or wish to register a complaint or commendation. Contact us

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40 Wheel-Trans (Customer Service) Wheel-Trans (Reservations) ttc.ca