Specialized Transit

• Write Down Booking Details: Jot down your booking details for quick reference and to ensure you have all the necessary information readily available.
• Allow Extra Travel Time: Please allocate extra travel time for your trip, as it may take up to 60 minutes to reach your destination. This additional time ensures you have a comfortable and stress-free trip.
• Shared ride service: We offer a shared ride service, which means other riders may be on board during the trip, the travel route may be altered to accommodate other riders, and the vehicle may stop and pick up other riders as it travels to your destination.
• First-Come, First-Served Basis: Our trips are scheduled on a first-come, first-served basis. While we strive to accommodate everyone's requests, please understand that you may not always receive the exact time you initially requested.
• 15-Minute Pick-up Window: Your designated driver will arrive within a 15-minute pick-up window from your requested time. We kindly ask that you be ready at the first accessible door to board your vehicle promptly at the beginning of this window.
• Be Ready at the First Accessible Door: To streamline the boarding process, please ensure you are prepared to board your vehicle at the first accessible door as soon as your driver arrives within the designated pick-up window.
• No-Show Policy: If your driver arrives and does not see you, they will wait up to 5 minutes before marking you as a no-show. Consistent instances of no-shows may result in a suspension of our service.
• Late Vehicle: Should your vehicle be delayed by more than 15 minutes, please do not hesitate to contact our Booking Agents for assistance.
• Update Contact Information: It is crucial to keep your contact information up-to-date to facilitate smooth communication between you and our team.
• No Changes in Transit: Customers are not permitted to change their destination or pick-up times while in transit. Please communicate any modifications to us before the start of your trip by contacting our Booking Agents or using your mobile app.
• Multiple Trips: If you have multiple trips booked in a day, please note that each booking is considered an individual trip. Therefore, you must exit the vehicle at the end of each trip and transfer to another vehicle for your next journey. Remaining in the vehicle between trips is not allowed to ensure the efficient operation of our service.
• Account Deactivation: Your account will be deactivated if you have not used the service for 24 months. You must submit a new application with updated medical information to resume using the service.
• Booking Time: Passengers may stay on board for up to one hour. There must be a one-hour gap between booking times to ensure enough travel time and to avoid dispatching a return ride before reaching the destination.
• Parking Under Canopies: Drivers are not permitted to drive under canopies. If your residence or the address you are visiting has a canopy, please know that your driver will park outside the canopy. This is for safety and logistical reasons.

All passengers, Attendants, and companions are expected to conduct themselves in a manner that is respectful of other clients, the driver, and the safe delivery of service.  It is expected that:  

• Client behaviour will not be disruptive to the delivery of the service and/or other Clients. Vandalism, inappropriate language, general rowdiness and/or personal interference with other Clients and/or the Driver will not be tolerated. 
• Clients will adhere to all policies, procedures, and/or rules governing service provision. For clarification and without limiting the generality of the foregoing, the following will apply to Client behaviour.
• Clients are to remain seated while the vehicle is in motion.
• Clients must present the proper fare or pass to the Driver. Drivers will retrieve fares attached to mobility devices, provided they are readily accessible. Drivers will not obtain the fare from the Client’s person.
• Clients are to adhere to Driver instructions regarding boarding and de-boarding the vehicle.
• Clients required to have support persons will ensure the support person is present for all trips on the service.
• No Smoking will occur on the vehicle (consistent with Niagara Region’s by-laws and Provincial legislation).
• The number of parcels will be limited to those that can be accommodated by the Client without assistance or with minimal assistance.
• Clients will not interfere with the operation of the vehicle, including all equipment attached to it, such as the radio, ramp equipment, etc.
• Clients are discouraged from distributing literature or other such items on the vehicles.
• All Clients must wear shirts and shoes or other footwear when using the service unless the latter are not worn for medical or health reasons.

Client conduct/behaviour contrary to the Niagara Transit Policies will not be tolerated and may result in the Client being suspended from the service. Incidents contrary to the above will be brought forward to investigate the incident, and appropriate action will be determined if needed. Niagara Transit Policies can be located on our website, nrtransit.ca, under Rider info.

• Riders must wear their seatbelts unless medically excused
• Items that interfere with securing mobility aids, including wheelchairs and scooters, are prohibited
• Smoking, including e-cigarettes, isn't permitted on any transit bus in Niagara, in bus shelters or at bus terminals
• Toxic, flammable or hazardous substances are prohibited on any transit bus, in bus shelters or terminals.
• Alcohol is not permitted on buses, in bus shelters, or at bus terminals. Containers of alcohol must be sealed.
• Riders must carry sufficient medication and supplies in case of a delay
• Riders must refrain from giving gifts or gratuities to the drivers

Drivers are responsible for providing light assistance from the door to the vehicle, such as offering a steady arm or light support with a mobility device. However, they are unable to assist with any other items beyond mobility devices, such as grocery bags.

Given the high demand for the service, customers must call and cancel any trips they do not require as soon as they know it will not be needed.

Scheduled trips not cancelled within four (4) hours of the scheduled pick-up time will be recorded as a “late cancellation.” Excessive late cancellations and/or no-shows could result in suspending an individual’s registration. 

Late Cancellation: occurs when a trip is cancelled by the registrant within four (4) hours before the booked trip. Trips that are cancelled by leaving a voicemail when the office is closed are considered on-time if the 4-hour period is adhered to.

“No-Show”: occurs when a registrant does not show up at the pick-up point at the booked time. Note that Specialized Transit clients are provided an allowance of five (5) minutes of operators.

Please note that should any customer have a pattern of continued No-Shows and Late Cancellations, their service will become limited. Within 30 days, if a client has at least 4 late cancels or no-shows, and the total of their late cancels and no-shows is 40% of their total bookings in those 30 days, they get added to the Booking Limitation list. The booking limitations last for 1 week; they can only have 4 rides booked at any given time, and they can only book 48 hours in advance while limited. 

Suspension from Service may occur if a customer continues to violate the “No-Show” or late cancellation policies and has gone through multiple (3) service limitations.

We offer a "shared ride service," which means:

• Other riders may be on board during the trip
• The travel route may be altered to accommodate other riders
• The vehicle may stop and pick up other riders as it travels to your destination.

Niagara Transit cannot accommodate a rider's personal vehicle preference.

1. Policy

Children Twelve (12) Years of Age and Under Travelling on Specialized Transit

2. Purpose Statement

This policy outlines the rules and requirements for safe travel with infants and/or children on Niagara Transit (“NT”) specialized services. This applies whether the child is a customer of NT specialized services or a dependent of a customer.

3. Scope

This policy applies to all NT specialized transit customers and support persons who are traveling with an infant or child. This policy also applies to NTC staff as outlined in the roles and responsibilities below.

4. Definitions

4.1. Child: Person(s) 12 years of age or younger, or who weighs more than 9 kilograms (20 pounds).

4.2. Infant: Children who weigh less than 9 kilograms (20 pounds).

4.3. Parent or Guardian: An adult, 18 years or older, responsible for an infant or child traveling on Niagara Transit’s specialized transit.

4.4. Support Person: One who aids an individual with a disability in areas such as communication, mobility, personal care, medical needs, or access to services and facilities.

5. Roles and Responsibilities

5.1. Parent/Guardian: Responsible for the behaviour of their infant or child at all times during travel. If unable to manage due to a disability, a support person must accompany them.

5.2. Operator: Ensures the safe transportation of all passengers, verifying securement and safety protocols for children.

5.3. Booking Agent: Accurately records and processes bookings, ensuring space for infants or children, noting all relevant details in the system.

5.4. Customer Service Representative: Assists with inquiries, feedback, complaints, and escalates as necessary.

5.5. Training Supervisor: Delivers training on policies related to children’s travel, including safety procedures.

5.6. Road Supervisor: Oversees daily operations, conducting spot checks and resolving issues related to children’s travel policies.

5.7. Specialty Services Manager: Monitors compliance with policies, addressing escalated concerns and enforcing safety regulations.

5.8. Deputy General Manager: Responsible for overall policy implementation, ensuring NT’s compliance with legislation and policy alignment with safety, accessibility, and equity goals.

6. Requirements

6.1. Supervision:

6.1.1. Infants and children must be accompanied by a parent, guardian, or support person. Children 12 years and under cannot travel alone.

6.2. Support Person Assistance Card:

6.2.1. Individuals with disabilities can apply for a Support Person Assistance Card, presented to the Operator at boarding.

6.3. Bookings:

6.3.1. Infants and children who are not registered users must be noted during booking to ensure space.

6.4. Mobility Device Securement:

6.4.1. Children using mobility devices will be secured as per NT procedures and manufacturer guidelines.

6.5. Seat Occupancy/Strollers:

6.5.1. Children who can sit upright must occupy their own seat and wear a seatbelt.

6.5.2. NT and its contractor’s vehicles do not have suitable restraint systems for car seats and/or booster seats; therefore, they are not permitted for use while on board. Children or infants must be removed from car seats and held in the lap of their parent/guardian or support person.

6.5.3. Parents or guardians traveling alone and/or who are unable to hold an infant on their lap, may have the infant remain in a stroller, providing the following criteria is adhered to:

• • • • • The stroller must have a sturdy frame that can be secured using a four-point system (two belts at the front, two at the rear).
        • The stroller must have a properly secured five-point harness for the child

7. References

7.1. Accessibility for Ontarians with Disabilities Act (AODA 2005)

7.2. Ontario Regulation 191/11, Integrated Accessibility Standards, Part IV, Transportation Standards

7.3. Highway Traffic Act, Regulation 613

7.4. Public Vehicles Act, R.S.O. 1990, c. P.54

Approval History

NTC Board - Approved Date: September 17, 2024; Effective Date: December 1, 2024

Regular transit fares apply.

Specialty transit is a pre-booked, shared-ride transportation service. Accordingly, all clients, support persons, and companions are expected to conduct themselves in a manner that is respectful of other passengers and drivers to ensure the safe delivery of service.

It is expected that:

• Passengers remain seated while the vehicle is in motion.
• Passengers present the proper fare or pass to the Driver.
• Passengers adhere to Driver instructions regarding boarding and de-boarding the vehicle.
• Clients who are required to have support persons will ensure the support person is present for all trips on the service.
• The number of parcels will be limited to what the passenger can accommodate without assistance or with minimal assistance.
• Given the high demand for the service, clients must call and cancel any trips they do not require as soon as they know it will not be needed.
• Scheduled trips not cancelled within five hours of the scheduled pick-up time will be recorded as a “late cancellation.” Excessive late cancellations and/or no-shows could result in suspending an individual’s registration.
• No Smoking will occur on the vehicle (consistent with Niagara Region’s by-laws and Provincial legislation).
• Passengers are discouraged from distributing literature or other such items on the vehicles.
• All passengers must wear shirts and shoes or other footwear when using the service unless the latter are not worn for medical/health reasons.

Specialized Transit drivers assist passengers from one accessible door to another accessible door.

Door-to-door service will be provided based on the following specifications:

• For customers using manual wheelchairs, power wheelchairs or scooters, ramp (no steps). Ramps should comply with Ontario Building Code (OBC) standards.
• For customers using a cane, walker, or other similar mobility device, 2 steps

For ambulatory customers (no mobility device), 2 steps.

It is the responsibility of the client to ensure their mobility device is in proper working condition.

Service can be denied to any Client for the following safety reasons:

• Any wheelchair or similar type of vehicle which, in the opinion of the service provider, cannot be accommodated safely on the ramp or in the vehicle.
• Any wheelchair or similar type of vehicle that the Client cannot completely control.
• Any wheelchair or similar type vehicle which, in the opinion of the service provider, is in poor condition, e.g. flat tires, no brakes.
• Mobility scooters larger than 0.81m (32 inches) wide or 1.27m (50 inches) long or having a combined weight of more than 363 kgs (800 Ibs).

Our specialized transit and Microtransit services are dedicated to providing safe and reliable transportation for our community. However, severe weather conditions, like heavy snowfall and ice, can sometimes affect these services. For the safety of all our passengers and drivers, it's important to ensure a clear and safe path from your home to the vehicle.

We kindly ask that you clear away any snow and ice leading to the first accessible door of your residence. This step is crucial in helping us maintain your safety and the safety of our drivers. If the streets near your home are not safe for travel due to snow and ice, our team will reach out to inform you about any necessary trip cancellations.

We understand that clearing snow and ice might not be possible for everyone. If you face difficulties in ensuring a clear path, please let us know. We aim to work together to find the best solution for your transportation needs, ensuring your safety and access to our services, even in challenging weather conditions.

Application Guide for Specialized Transit Services

Getting Your Application Form:

To start your application for our Specialized Transit Services, you have several convenient options:

Online: Fill out the application directly on our website.

Download: You can download the application form to complete at your convenience.

In-Person Pickup: Forms are available at the St. Catharines Terminal and the Welland Transit Terminal.

Mail Delivery: If you prefer to receive the form by mail, please call us at 1-833-678-5463, Option 1. Our team is here to assist you Monday to Saturday, from 7:00 a.m. to 11:00 p.m.

If You Are Applying Yourself:

Option 1:

1. Fill out and submit Part 1 of the application online.
2. Print Part 2 for completion by a medical/health care professional.
3. Email the completed Part 2 to applications@nrtransit.ca.

Option 2:

1. Print and have Part 2 completed by a medical/health care professional.
2. Scan and save the completed Part 2.
3. Complete Part 1 online and attach Part 2 before submitting.

Option 3:

1. Print the entire application form.
2. Complete Part 1 yourself.
3. Have Part 2 completed by a medical/health care professional.
4. Scan and email the entire completed application to applications@nrtransit.ca.

If A Medical/Health Care Professional Is Applying on Behalf of the Applicant:

1. Complete Part 1 online for the applicant and submit it.

After submitting Part 1, Part 2 will become available. Once Part 2 is completed, submit it as well.

Here's how you can update your information:

Email: Send your updates directly to applications@nrtransit.ca. Whether it's a change of address, contact information, or any other important details, we'll help you update your application promptly.

Phone: If you prefer to speak with someone or need assistance, call our transit information line at 1-833-678-5463 ext. 201. Our friendly staff can assist you from Monday to Friday between 8:30 a.m. and 4:30 p.m.

We understand the importance of having current and accurate information on file. Whether you're updating minor details or need to inform us about significant changes, we're committed to providing you with the support you need to maintain access to specialized transit services. If you have any questions or require further assistance, please don't hesitate to reach out.