Wheel-Trans (Customer Service) 416-393-4111 Wheel-Trans (Reservations) 416-393-4222
ttc.ca
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.
• 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.
• Besurethatyourdestinationisopen,asdriverscannot
waituntilafacilityopens.Thiswouldcausedelaystoother
customers.
Trip booking options
• Occasionaltripsaretripsthatarebookeduptosevendays
inadvanceoftravel.Forexample,youcancallonMondayto
booktripsforTuesdayanduptoandincludingthefollowing
Monday.
• Regulartripsarerecurringtripsatthesametime,onthesame
dayoftheweekandtothesamedestinationforaminimumof
twoweeks,e.g.tripstowork,schoolorphysicaltherapy.
• Samedaytripsaretripsbookedonthedayofservice,atleast
Arrival vs. departure time
requests
• Arrivaltime:Youneedtoarrive
atyourdestinationataspecific
time,e.g.doctor’sappointment.
Plantoarrive30minutespriorto
yourappointment.
• Departuretime:Youneedto
leaveadestinationataspecific
time,e.g.leavingwork.
Scheduled trip times
• Atthetimeofbooking,youwillbegivenawindowoftimefor
yourpick-up,e.g.between10a.m.and10:30a.m.
• Ontheeveningpriortoyourtrip(between9p.m.and10:30
p.m.)oronthemorningofyourtrip(beginningat7a.m.),
youwillreceiveanautomatedphonecallthatwillprovideyou
withtheexactpick-uptime,thedestination(s)andthetypeof
vehiclethatwillpickyouup.
• Ifyoudonotreceiveaphonecall,pleasecalltheRideLineat
416-397-8000atleastanhourpriortoyourscheduledpickup
toobtainyourtripinformation.
Assistive Devices
• Weneedtoknowthetypeofassistivedeviceyouwillbeusing
inordertodeterminethetypeofvehicletosendtoyoufor
pick-up.
• Ifyoudonotinformusorchangeyourmindonthedayof
service,thewrongvehicletypemaybesenttoyou.Thiscould
resultinasignificantdelaytoyouaswemakearrangements
foravehiclethatcanaccommodateyou.
Support person or companion
• Youmaytravelwith:
– One(1)companionorsupportpersonforatotaloftwo
travellers(includingyourself)
– Allyourdependents(children)
• After9p.m.,oronthedayofservice,youcancontactusto
seeifwehavespaceforadditionalpassengers.
• Anyonetravellingwithyoumustpaytheappropriatefarewith
theexceptionofasupportpersonandonlyifyouhaveavalid
supportpersoncard.
• Onweekendsandholidays,youmaybringasmany
companionsorsupportpersonsaswehavespaceforatthe
timeofbooking.
Major destinations (landmarks)
• Atfrequentlytravelledtodestinationssuchashospitalsor
shoppingmalls,youwillbepickedupanddroppedoffat
designatedentrances.Wecannotaccommodaterequestsfor
Do not leave unattended (DNLU)
• FamilymembersorcaregiversmaycontactCustomerService
ifyourequireaDNLUdesignationonyourfile.
• ADNLUdesignationalertsourdriverstoyourneedto
beplacedinthecareofsomeonewhenarrivingatyour
destination.
• Toavoiddelaystoourservice,werequirethecaregiveratthe
destinationtobeontime.Ifsomeoneisnotavailabletoreceive
youanditcausesadelaytoservice,wemayrequireyouto
travelwithacompanionatalltimes.
Narrow or congested streets
• Youmayberequiredtotraveladistancefromthevehicleto
yourdestinationbecauseofparkedcarsandnarrowor
dead-endstreets.
• Driverswillescortyoufromthevehicletothefirstsetof
accessibledoorsatyourdestination.
Private driveways
• Busescannotenterresidentialdrivewaysforsafetyreasons.
Ramp/walkway conditions
• Rampsandwalkwaysatpick-upanddrop-offdestinations
mustbe:
– Clearofdebris,iceandsnow
– Rampsmusthavenon-slipsurfaces
– Rampslopemustnotbetoodeep
– Rampsmusthaverailings
Snow and ice hazards
• Yourramp,drivewayand
sidewalksmustbecleared
oficeandsnow.Failure
todosomayresultinthe
cancellationofyourtrip.
• Ifyourequiresnowremoval,
pleasecontacttheCityof
Torontobycalling311.
Snow or severe weather on the day of travel
• If we are experiencing severe weatheror amajor accumulation
ofsnow, we recommend that you only take essential trips.
• Same day cancellations will not be counted as a late
cancellation.
• We will post amessagetothis effect ontheRideLineandon
mywheel-trans.ttc.ca.
One-step policy
• Driverswillonlytakeyourmanualwheelchairupordownone
steporacurbatthepointofpick-uporatyourdestination.
• Customersusingapowerwheelchairorscootermustusea
ramp.
Travelling with pets
Note: The following does not apply to service animals.
• Ensurethat you indicate that you will be travelling with a pet
when making your booking.
• P ets mustbe on a leash or in apet carrier at all times.
• Animalsshowingsignsofaggressionwillnotbeallowedto
Travelling with a service animal
• Please indicatethatyouwillbetravellingwithaserviceanimal
atthetimeofbookingsothatwecanensurethereisspacein
thevehicle.
Travelling with bags, boxes or other personal items
• Youareresponsiblefortransportingyourpersonalbelongings.
• Forsafetyreasons,allitemsmustbesecured.
• Itemsshouldnotprotrudefromyourassistivedeviceasthis
maymakeitimpossibletosafelysecureyourassistivedevice.
• Wereservetherighttocancelyourtripifwefeelthatitisnot
safeorifyoudonothaveacompaniontohelpyouwithyour
parcels.
Lost articles
• Ifyouthinkthatyoumayhaveleftpersonalbelongingsonone
ofourvehicles,pleasecontactCustomerService
(416-393-4111)assoonaspossible.
• Ifyouritemisfound,wewillmakethenecessaryarrangements
toreturnittoyou.
• Ifalostitemisnotclaimedafter30days,itwillbesenttothe
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
Travelling outside the City of Toronto
• Wheel-TransserviceisavailablewithintheCityofTorontoand
uptoonekilometreintotheadjacentregionsofYork,Durham
andPeel.
• Specifictransferlocationsareinplaceforotherregional
para-transitservices:
North:
YorkRegionTransit–MobilityPlus
905-762-2112ormobilityplus.yrt.ca/en/
• ShopsonSteeles–FoodBasics,2900SteelesAvenueEast
• CentrepointMall–6464YongeStreet,PickleBarrelentrance
• TimHorton’s–3310SteelesAvenueWest
• TimHorton’s–4228MidlandAvenue
West:
Region of Peel – Transhelp
905-791-1015, peelregion.ca/transhelp
• Woodbine Racetrack – 555 Rexdale Boulevard
• T rillium Hospital – Queensway SiteEmergency Entrance,
150SherwayDrive
East:
Durham Region Transit – Specialized Service
1-866-247-0055,durhamregiontransit.com/SpecializedTransit
• McDonalds Restaurant – Port Union Road/Highway 401,
7431 Kingston Road
• You will berequired topay a fare to Wheel-Trans and theother
regional service.Pleasecontact eachprovider for information
Transfer to Durham Region Transit
Specialized Services
1-866-247-0055
Manyspecializedtransitserviceshaveagreedtoeliminatethe
requirementforaformalapplicationprocesswhenacustomer
fromanotherGTHAjurisdictionwishestousetheirservice,and
meetsthefollowingcriteria:
– Usesamobilityaid;and
– Isregisteredaseligibleforspecializedtransitserviceandin
goodstandingintheirownmunicipality.
Thisappliestothefollowingregions:Brampton,Caledon,
Durham,Hamilton,Milton,Oakville,PeelandYorkRegion.
Ifyouareinterestedinbecomingacustomerinoneofthe
jurisdictionsabove,pleasecontactCustomerServiceat
Service to Toronto Pearson Airport
• Wheel-Trans offers service to Lester B. Pearson airport forthe
cost of yourTTCfare.
• You are responsible for carryingyour luggage.
• Pick-upand drop-off locations are:
– Terminal1: Arrivals Level 1, Doorway E
– Terminal1: Departures Level3, Post 9
– Terminal 3: DeparturesLevel,Sign29
(undercovered walkway)
What you need to know about Wheel-Trans
Booking your
Wheel-Trans trip
PleasenotethatallWheel-Transregulartripbookings
(pre-booked/automaticallyscheduledrides)arecancelledon
statutoryholidays.Ifyoustillneedtotravelonastatutoryholiday,
pleasebooktherideasanoccasionaltrip.
Ifyouaretakingthesubwayaspartofyourtrip,pleasereviewour
scheduledsubwayclosuresonttc.cabeforebooking.
mywheel-trans.ttc.ca
OccasionalAdvancedTripBooking: 5a.m.to11p.m.
Same-dayTripBooking: 5a.m.to11p.m.
TripConfirmations/Cancellations 5a.m.to2:00a.m.
RideLine Automated Touch Tone
service:
416-397-8000
AdvancedTripBooking: 5a.m.to11p.m.
Same-dayTripBooking: 5a.m.to11p.m.
TripConfirmations/Cancellations 5a.m.to2:00a.m.
Reservations
416-393-4222
AdvancedTripBooking: 7a.m.to11p.m.
Same-dayTripBooking: 5:30a.m.to11p.m.
TripConfirmations/Cancellations 5:30a.m.to11p.m.
TTY Line
416-393-4555
5:30a.m.to11p.m
Priority Line
416-393-4311
Open24hoursaday,sevendaysaweek
CallwhenyoureceiveaNo-showandrequireanothertriporto
inquireaboutlatevehicles(30minutesormore).Allothercalls
willbetransferred.
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
• Youcanbookoccasional“sameday”,
“advanced”and“regular”tripsusing
mywheel-trans.ttc.ca.Thisisthefastest
waytomakeareservationandthe
serviceisavailabletwohoursearlierthan
ifyoucallReservations.
• Thisserviceisavailablefrom5a.m.to
11p.m.sevendays-a-week.
• Youwillberequiredtocreateausernameandpersonal
• Ifyourtriprequestisnotavailableatthetimeofyourbooking,
therequestwillbeplacedonawaitinglist.Whenweareable
toconfirmthereservation,youwillreceiveaconfirmationfrom
ourautomatedcall-outservice.
• How-Tovideosarenowavailableonlinetoassistcustomersin
booking,cancellingandconfirmingtrips.
Step 1: Log-in us ing your registration number and password
that you created.
Step 2 • Choose “Round Trip” or “One W ay T rip” • Select
the Date your are travelling
on
•
Select
Your Drop-Of
f T
ime & Pick-up
4.
Search for Other Addresses
: Enter in a street number
, street name, street type, direction
•
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 T ypes: Major destinations (Landmarks) in Toronto e.g. subway stations, hospitals, arts/culture venues and other popular attractions,
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 T ypes: Major destinations (Landmarks) in Toronto e.g. subway stations, hospitals, arts/culture venues and other popular attractions, 4.
Search for Other Addresses
: Enter in a street number
, street name, street type, direction
BookingyourWheel-Transtrip
•
Select
where
your trip ends
(Destination
•
Select
the Assistive Device(s)
and
number
Step 3:
Submit Request
BookingyourWheel-Transtrip
What is the W
aiting 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
Booking your trip using RideLine
• Youcanbookoccasional“sameday”,“advanced”and
“regular”tripsusing RideLine.Thisserviceisavailablefrom
5a.m.to11p.m.sevendays-a-week.Thisservicesisalso
availabletwohoursearlierthanifyoucallReservations.
• ToaccessRideline,youwillneedtoenteryoursix-digit
registrationnumber,followedbyyourfour-digitdefault
passwordwhichisthemonthanddayofyourbirthdate,e.g.
January6is0106.
• WhenusingRideLine,youcanbookaddressesthatare
onyourregistered(favourites)list,majorlandmarksand
addressesthatyouhavetravelledtowithinthelastsixmonths.
• CalloremailCustomerServiceat
416-393-4111toregisteradditional
addresses.
• Ifyourtriprequestisnotavailable
atthetimeofyourbooking,the
requestwillbeplacedonawaiting
list.Whenweareabletoconfirm
thereservation,youwillreceivea
confirmationfromourautomated
call-outservice.
Booking your trip by calling Reservations
• Youcanbookoccasional“sameday”,“advanced”and
“regular”tripsbycallingReservations.
• Pleasenotethatwereceivehighcallvolumesresultingin
Putting “Regular” trips on hold
• Youcanput“regular”tripsonholdbyrequestingaRegular
TripInterruption.Youcandothisonlineat
mywheel-trans.ttc.ca,bycallingtheRideLineorbycalling
Reservations.
Cancelling an “Occasional” trip
• Pleasecancelyourtripbefore11p.m.theeveningbeforeyou
arescheduledtotravel.
• Youcancancelyourtriponlineatmywheel-trans.ttc.ca,by
callingtheRideLineorbycallingReservations.
Obtaining trip information
• Your trip details are available after 9 p.m. on the evening before
your trip or anytime onthe day ofservice.
• Our automated call-out service will provide you with the details
ofyour scheduled trip, includingthe trip times, destinations
and vehicle type. Automated callsare made after 9 p.m. on the
evening beforeyour trip or after 7 a.m. on the dayofyour trip.
• Ifyou misstheautomatedcall, you canget the information on
mywheel-trans.ttc.ca or bycalling the RideLine.
Day of your trip
Paying your fare
• You must pay a regularTTCfare eachtime you take a trip with
Wheel-Trans. We accept tickets, tokens, valid TTC passes or
the exact cashfare.
– Seniors, 65 years of age or older, must show appropriate
proofofage.
– Students, between 13 and 15 years of age, do not require
identification. Students, between 16 and 19 years of age,
needtocarryvalid identification.
– Post-secondary school students need to carry aTTC
Post-SecondaryPhotoID when using a monthly
Post-secondary Metropass. Post-secondary Photo ID is not
eligible for use with the Senior/Student Weekly Pass,
Senior/StudentTicket or Senior/Student cashfare.
– Children, 12and under,ride free.
• Metropassesprovide unlimited travel for themonth of
purchase.Metropassesare transferrable, howeverthepass
can only betransferredafter thepersonusingthe pass has
exited theTTCtransit system. No “passback” allowed.
• A supportpersontravelling with a person with a disability
isnotrequiredtopaya fare IF they havea Support Person
AssistanceCard.Moreinformationisavailableon ttc.caorby
Wheel-Trans vehicles
• Wheel-Trans will schedule your trip on one of the following
vehicles:
– Accessible low-floor bus with ramp
– Contracted accessibletaxi minivan with ramp
– Sedan taxi cab
• The vehicle scheduledissubject to change at anytime.
Scheduled pick-up time
• Pleasebewaitingatthedoorofyourhomewithaclearview
ofthestreet. Ifyouliveinanapartment,pleasebewaitingin
thelobbywithaclearviewofthestreet.Driverswillonlyknock
onyourdoor,ringyourdoorbellorbuzzyourapartmentunitif
theyaremorethan20minuteslate.
• Atapublicfacility,e.g.amedicaloffice,schoolorhospital,
waitinthecommonwaitingareaorasclosetotheentranceas
possible.Atpublicfacilities,driverswillcomeinandannounce
thenameofthepersontheyarepickingup.
• Driverswillonlywaitfiveminutesbeyondyourschedule
pick-uptime.TheywillthencallDispatchandgetauthorizationfor
aNo-showslip.Thereturntrip(ifapplicable)willautomatically
becancelled30minutesafteryouaremarkedasano-show.
• Ifyouhavemissedyourtripandstillrequiretheride,youmust
callthePriorityLineat416-393-4311.
What to expect from your driver
• Driversareresponsibleforannouncingtheirarrival,and
verifyingthenameandidentificationofthecustomer.Please
haveyourregistrationcardorotherI.D.availableforthedriver.
• Driverswillonlytakeyourmanualwheelchairupordown
onestep.Youareresponsibleformakingarrangements to
haveyourwheelchairtakenupordownmorethanonestep.
Customersusingelectricwheelchairsorscootersshouldhave
aramporlift.
• Thedriverwillpushcustomersusingamanualwheelchairfrom
thedooratthepick-uplocationtothevehicle.
• Thedriverwillwalkbesidecustomersusingapower
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
• Infantsandyoungchildrentravellingonanaccessiblebus
– Busesarenotequippedwithcar
seats,boosterseatsortethers.
– Childrenshouldberemovedfrom
strollersandsecuredinasingle
seat.
– Ifyourchildisunabletositina
singleseatingpositionthenthe
childshouldbeplacedonyour
lap.
– Ifyoucannotholdyourchildandwishforthemtoremain
inthestroller,thenthestrollermustbesecuredinthesame
mannerasamobilitydevice.
– Ifyourstrollerislightweightorinpoorcondition,thedriver
canrefusetosecureitforsafetyreasons.
• Infantsandchildrentravellinginanaccessibletaxi(minivan)
– Accessibletaxisarenotequippedwithcarseats,booster
seatsortethers.
– Youcanbringaboosterseatbutyouwillberequiredto
secureyourchild.
– Ifyoucannotsecureyourchildyourself,pleasetravelwitha
supportperson/companion.
• Infantsandchildrentravellinginasedantaxicab
– Sedantaxicabsarenotequippedwithcarseatsandbooster
seatsbuttheydohavetethers.
– Youcanbringaboosterseatbutyouwillberequiredto
secureyourchild.
– Ifyoucannotsecureyourchildyourself,pleasetravelwitha
supportperson/companion.
Travelling to your destination
• Wheel-Transisapublictransportation
service.Youwillbesharingyourridewith
othercustomers.
• Driversareawareofthenamesofthe
customerstheyaretransportingandthe
addressestheyaretravellingto.
• Driverswillpick-upanddrop-offcustomersintheorderof
scheduledtimes,evenifrunninglate.
• Thedriverwillonlytakeyoutotheaddresslistedonthe
run-sheet.
• Pleasekeepyourseatbeltonatalltimeswhileinthevehicle.
• Toensurethesafetyofourcustomersanddrivers,Wheel-Trans
hasinstalledcamerasonallofourbuses.Accessibletaxisand
Arriving at your destination
• Waituntilthevehiclehascometoacompletestopbefore
removingyourseatbelts.
• Remainseatedandwaitforthedrivertoassistyoufromyour
seat.
• Driversareresponsibleforassistingyoufromthevehicleand
accompanyingyouthroughthefirstaccessibledooratyour
destination.Thedriverwillpushyourwheelchairorprovide
lightguidance.Ifyourequireadditionalassistance,please
travelwithasupportperson/companion.
• Pleaseremembertotakeallofyourpersonalbelongingswith
youwhenexitingthevehicle.
• Driverswillonlytakeyourmanualwheelchairupordownone
steporacurbatyourdestination.
• Customersusingapowerwheelchairorscootermustusea
ramp.
Late cancellation/no-show
policy
Customerno-showsandlatecancellationsimpactourabilityto
providecustomerswithtrips,andrepresentaconsiderablecost
totheTTC.
• Alatecancellationoccurswhenyoucancelonthedaythat
yourtripisscheduled.Alltripsmustbecancelledpriorto11:30
p.m.theeveningbeforetravel.IfWheel-Transismorethan20
minuteslateandyoucancelyourtrip,itwillnotcountasalate
cancellation.
• Ano-showoccurswhenthevehiclearrivesatthescheduled
timeandplace,andyouarenotthere.Ourdriverswillonlywait
fiveminutesbeforeleavingano-shownotice.
• Acustomermaynothavemorethanfourdaysoflate
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.
• Duringaservicesuspension,Wheel-Transservicewillbe
providedforcustomertripsrelatedtomedicalappointments.
Eligibility Reassessment
Program
OnoccasionWheel-Transreceivesinformationfromacustomer,
operator/employeeormemberofpublicquestioningacustomer’s
eligibilityforservice.
• Whentheseconcernsareraisedareassessmentprocess
beginswithapreliminaryreviewoftheinformationreceived,
whichmayincludetheviewingofvideofromavehicle.
• Iftheinformationthatisreceivedraisesdoubtabouta
customer’scontinuedeligibilityforWheel-Transservice,
theindividualisscheduledtomeetwithapanelfora
re-assessmentinterview.
• Intheeventthatthepaneldeterminesthatacustomerisno
longereligibleforWheel-Transservice,anotificationletteris
mailedouttotheindividualstatingthedecisionsandoutlining
theappealprocess.
Appeal process
Thisprocessapplieswheneveracustomerwishestoappeala
decisionforthedenialofWheel-Transservice:
• Sendaletter/fax/emailwhichspecificallyaddresseswhyyou
donotagreewiththereason(s)givenbytheevaluatorsfor
denyingyourservice.Pleaseincludeanydocumentationyou
wishtobeconsideredtosupportyourpositionanditwillbe
forwardedtotheappealpanelfortheirreview.Yourrequestfor
anappealmustbereceivedbyWheel-Transwithin30calendar
daysfromthedatelistedonthedeterminationletter.Typically
anappealcanbebookedwithin14businessdaysfollowing
therequest.Underextraordinarycircumstancethedeadline
tofileanappealmaybeextendedsubjecttotheWheel-Trans
SeniorManager’sapproval.
Forwardyourappealrequestandallsupportingdocumentationto:
Wheel-Trans Appeals
580 Commissioners Street,
Toronto, ON M4M 1A7
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
mayassessyourabilitytowalkandrequestthatyouascend/
descendasetofthreestairs.Theappealpanelwillnotdiscuss
theresultsoftheappealandtheydonotdetermineifyou
qualifyforservice.
• TheresultsofyourinterviewaresenttotheWheel-Transoffice
whereitwillbereviewedandscoredtodetermineifyouqualify
forservice.
• Youwillbecontactedbyletterwithin10businessdays,witha
decisionregardingyourappealforservice.
• Iftheappealrelatestoyour“initialassessment”forserviceand
youaredeterminedtobeeligible,theletterwillincludeyour
Wheel-Transregistrationnumber,andinformationonwhether
youhavequalifiedforpermanentortemporaryservice.If
youhavequalifiedfortemporary service,youwillbemade
awareofthedatethatyourservicewillend.Iftheletterthat
youreceivestatesthatyouhavenotqualifiedforservicethe
reasonsfordenialwillbeoutlined.Youmayreapplyforservice
insixmonths’timeorsoonerifyourmobilityhassignificantly
worsened.
• Iftheappealrelatestoyour“re-assessment”forserviceand
youaredeterminedtobeeligible,theletterwillinformyouthat
yourservicewillcontinuewithoutinterruption.
Iftheletterthatyoureceivestatesthatyouhavenotqualifiedfor
service,youwillbeprovidedthereasonsfordenialuponwhich
theappealwasbased.
Youmayreapplyforserviceinsixmonths’timeorsoonerif
yourmobilityhassignificantlyworsened.Underextraordinary
circumstancethedeadlinetofileanappealmaybeextended
subjecttotheWheel-TransSeniorManager’sapproval.
Definitions
ACAT: ACAT or the Advisory Committee onAccessible Transit
was established as anadvisory 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 reportstothe Board of the
TorontoTransitCommission.
Accessible taxi (minivan): Contracted minivans with ramps that
provide trips for Wheel-Trans customers.
Accessible buses: buses on fixed routes that have rampsor lifts
to accommodate customersusing wheelchairs,scooters, walkers,
strollers or other mobility devices. All TTC buses are accessible.
Accessible subway station: subwaystationswith elevators to
accommodate customers using wheelchairs, scooters, walkers,
strollers, bundle buggies or othermobilitydevices.
Arrival: thetime 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 416-397-8000).
Call-out service: Wheel-Trans automated telephone call that
provides youwithyour tripinformation.
Cancelled at door: customercancels atrip when thedriver
arrives for pick-up.
Companion: anyperson thataccompaniesyouonyourtrip.
Departure: the time youwant to leave your location.
Designated pick-up location: accessible pick-up locationsat
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.
RideLine: Wheel-Transautomatedtouch-tonetelephoneservice.
Same day service: bookingsmadeonthedayoftravelatleast4
hoursinadvanceofthedesiredpick-upanddrop-offtime.
Securement belts: beltsinbusesandaccessibletaxis(minivans)
thatareusedtosecureassistivedevices.
Sedan taxis: contractedtaxicabsthatprovidetripsfor
Wheel-Transcustomers.
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.
• Accessibilityfeaturesonnewbuses,streetcars,subwaysand
stations.
• Wheel-Transeligibilitycriteriaandtheapplicationprocess.
• Technologyimprovements,suchasTripPlannerandttc.ca.
• Priorityseating:flipdownandblueseatfabric.
• DirectinvolvementintrainingofTTCoperatorsandcollectors.
WeencourageanyTorontoresidenttogetinvolvedwithACAT,
whetheryoucancommittobeingonthecommitteeorbysharing
ideasandexperiences.
Formoreinformation,visitourwebsiteatttc.ca/acat,contact
ACATviaWheel-TransCustomerServiceat416-393-4111orvia
Contact us
mywheel-trans.ttc.ca
AdvancedTripBooking: 5a.m.to11p.m.
Same-dayTripBooking: 5a.m.to11p.m.
TripConfirmations/Cancellations 5a.m.to 2a.m.
RideLine Automated Touch
Tone service:
416-397-8000
AdvancedTripBooking: 5a.m.to11p.m.
Same-dayTripBooking: 5a.m.to11p.m.
TripConfirmations/Cancellations 5a.m.to.2a.m.
Reservations
416-393-4222
AdvancedTripBooking: 7a.m.to11p.m.
Same-dayTripBooking: 5:30a.m.to11p.m.
TripConfirmations/Cancellations 5:30a.m.to11p.m.
TTY Line
416-393-4555
5:30a.m.to11p.m
Priority Line
416-393-4311
Open24hoursaday,sevendaysaweek
CallwhenyoureceiveaNo-showandrequireanothertriporto
inquireaboutlatevehicles(30minutesormore).Allothercalls
willbetransferred.
Customer Service
416-393-4111
[email protected]
Monday-Friday 8a.m.to4p.m.
Callwhenyourequireinformationorwishtoregisteracomplaint
orcommendation.
Wheel-Trans (Customer Service) 416-393-4111
Wheel-Trans (Reservations) 416-393-4222
