specialized services bookings

’ve booked my appointment, what can I expect on the day of service?

• Be ready and waiting in an area that has clear view of the street 15 minutes before scheduled pick up time. If you live in an apartment, please wait in the lobby with a clear view of the street as vehicles cannot wait.

• After 5 minutes the driver will call Dispatch to record a No-Show cancellation. The Dispatcher will automatically cancel the return portion of the ride unless they receive a call from the passenger to reinstate the return ride booking as scheduled.

• Ensure that your walk ways, steps, and/or ramps are kept clear.

• Wear your seat belts; they are for your safety. If you choose to not wear a seat belt you must sign a form releasing Quinte Transit from all responsibility.

• Have exact fare ready before boarding the vehicles. All trips must be paid in cash at the time of service unless prior arrangements have been made with the office

• In cases when an appointment may run past scheduled pick up time please notify the office immediately to arrange an alternate pick-up time.

• Before exiting the vehicle, please ensure you have collected all of your personal belongings. Any items left behind on the service vehicle must be reported to the office as soon as possible to ensure the safe and speedy return of the item to its owner.

• Packages and other carry-on items should be kept to a minimum and must be taken with you. It is likely that a different driver/vehicle will return to pick you up.

• No food or beverages may be consumed on service vehicles.

• Do not ask our driver to make unscheduled stops or to perform any duties which could be considered unsafe.

• As soon as you are aware you are not able to keep the scheduled appointment, please phone the office.

• Excessive cancellations and/or no shows may result in being charged as if the service had been provided and my lead to temporary or permanent suspension of service.

• No-Shows and Late Cancellations reduce the availability of service to other clients. As a Specialized client, it is important that you cancel reservations as soon as possible. When you do not let us know that you do not need a booked ride, that ride is not available to any other client.

  You are required to be present and ready at the pickup point from the start of the 30 minute On-Time Window (15 minutes before your assigned pickup time and 15 minutes after your assigned pickup time) unless circumstances beyond your control prevent you from doing so.

• Please note: A Cancellation, Late Cancellation or No-Show is recorded for each portion of a ride; therefore, round trips will be counted as two infractions.

Cancelled Ride: A ride cancelled no later than 7:30 a.m. on the day of the scheduled ride.

Late Cancellation: A ride cancelled after 7:30 a.m. on the day of the scheduled ride.

No-Show: A No-Show is recorded if the Bus Operator arrives within the on-time window but the passenger is not there or is not ready.  The return ride portion of a No-Show is automatically cancelled.  If you are a No-Show for the pick-up but you still need the return ride, you must call Dispatch to request it. Dispatch will provide the return ride if possible.

A No-Show will be recorded in the following cases:

• You or your caregiver refuses the ride when it arrives;

• You are not waiting at the pick-up point at the beginning of your on-time window;

• You have not ensured a safe walk or pathway to and from your pick-up point (i.e. snow or ice removed).

A Cancellation, Late-Cancellation or No-Show is recorded for each portion of a ride; therefore, a cancellation, late cancellation or no-show will be counted as two infractions for any round trip rides.

On-Time Window: This 30-minute window starts 15 minutes before the scheduled pick-up time and extends to 15 minutes after the scheduled pick-up time.

Limits: A notice will be sent if within any one calendar month period, there is an accumulation of:

• 10 Cancelled trips;

• Three or more Late Cancellations;

• Three or more No-Shows; or

• Four or more Late Cancellations or No-Shows combined.

First Warning: A first warning letter is sent to inform you that you have exceeded the limits of allowable Cancellations, Late-Cancellations or No-Shows and that this is considered a violation of your terms of service. If you do not remain within limits in the future, your right to use Specialized service may be suspended for a period of time.

Second Warning:  A second warning letter is sent to you if you again exceed the limits stated above within six months of receiving a first warning letter.  This is a warning that any further occurrences will result in suspension of Specialized service.

First Letter of Notice:  If you exceed the limits again within six months of the second warning letter, you will receive a First Letter of Notice outlining the details of the exceeded limits and when a three day suspension of Specialized service will occur.

During the suspension period, you will not be able to make any bookings or be provided with any rides on Specialized service.

Second Letter of Notice:  If you exceed the limits again within six months of the first letter of notice, you will receive a Second Letter of Notice outlining the details of the exceeded limits and when a seven day suspension from Specialized service will occur.

During the suspension period, you will not be able to make any bookings or be provided with any rides on Specialized service.

Subsequent Suspensions: If you exceed the limits again within six months of the preceding suspension, you will receive a 30 day suspension from Specialized service. Upon a 30 day suspension being issued, you will be invited to discuss your suspension with Administration to determine whether you still need service.

After a 30 day suspension, any further occurrences will result in a six month suspension of service and then a one year suspension of service.  Following a one year suspension, you will be required to reapply for Specialized service.