SPECIALIZED SERVICE POLICIES

If the vehicle is going to be more than fifteen (15) minutes late for its next pickup as a result of scheduling problems, or vehicle malfunction, Quinte Transit will try to notify the customer if possible. If the time delay will be considerable, alternate means of transportation or rescheduling may be necessary.
When a problem arises with system capacity or vehicle malfunction, an alternate means of transportation will be implemented if possible.
Service animals which provide assistance to their owners are allowed on the vehicles. Other animals may be transported if they are in secured and locked carriers. Please notify the office prior to your trip if you will be bringing an animal with you.
When there is space, when other customers will not be affected or at the driver’s discretion buggies and other large articles may be allowed on the bus. The driver may decline to allow such objects at any time that he/she feels safety may be compromised.

Customers are required to carry their own buggies or articles on and off the bus.

For the safety of all customers, the aisles must not be blocked by such articles.
The following disrespectful or unsafe behaviour is not tolerated in vehicles or the office:

Endangering the safety of others or the safe operation of a bus or train
Verbal or physical abuse
Threats, harassment or intimidating behaviour
Intoxication and/or disorderly conduct
Consumption or distribution of personal alcohol, marijuana/cannabis or illegal substances
Smoking or the use of electronic smoking devices/vaping
Carrying a weapon or a false declaration that you or any other person is carrying a weapon
In case of disrespectful or unsafe behaviour, transportation may be refused or the offender may be asked to leave the bus. Police may also be asked to intervene and offenders may be prosecuted.
No Scent
Many people experience serious health issues such as allergic reactions, asthmatic episodes, and headaches from even limited exposure to scented products.
Thus all passengers are to refrain from wearing cologne, perfume, scented personal care products such as body lotions, sprays, and powders, scented deodorant and hair care products, and aftershave lotions prior to and during transit on vehicles.
Passengers who fail to adhere to this policy may be subject to actions up to and including suspension from using Services.

No Odour
All passengers are to maintain proper hygiene including:
No offensive odours; and
Ensuring all clothing and/or mobility devices are clean and hygienic.
Passengers who fail to adhere to this may be subject to actions up to and including suspension from using Services
TRANSPORTATION OF INFANTS
Infants are defined (as per the Highway Traffic Act) as any passenger under 8 years of age who weighs less than 9 kilograms (20 pounds). Infants may travel on Quinte Transit vehicles provided:
The passenger provides a child restraint system, designed for the appropriate weight class and conforms to the requirements of Standard 213.1 under the Motor Vehicle Safety Act (Canada);
Has all harnesses, straps and buckles designed to secure the infant in the child restraint system, properly adjusted and securely fastened;
The passenger (or a person acting on behalf of the passenger) installs the child restraint system, fastened securely with a seat belt to a passenger seat. Note: Drivers will not assist with the installation of the child restraint system.
Infants will not be transported in strollers.
TRANSPORTATION OF TODDLERS
Toddlers are defined (as per the Highway Traffic Act) as any passenger under 8 years of age who weighs more than 9 kilograms or 20 pounds but less than 18 kilograms (40 pounds). Toddlers may travel on Quinte Transit vehicles provided:
They are securely seat belted to a passenger seat; or
In a wheel chair; or
Provided by and installed by the passenger (or a person acting on behalf of the passenger), which conforms to the requirements of Standard 213.2 under the Motor Vehicle Safety Act (Canada);
Has all harnesses, straps and buckles designed to secure the infant in the booster seat system, properly adjusted and securely fastened;
Is fastened securely with a seat belt to a passenger seat

OTHER:
Drivers are not to carry infants or toddlers.
At the time of booking, passengers are to inform of having a toddler or infant accompany them to ensure proper seating is available.
Quinte Transit Operators will secure empty strollers.
1. POLICY STATEMENT
As a result of the Ontario Regulation made under the Accessibility for Ontarians with Disabilities Act, 2005, Integrated Accessibility Standards (Part IV, Section
71);
71(1) Every specialized transportation service provider shall, where the specialized transportation services require reservations,
a) Provide same day service to the extent that it is available; and
b) Where same day service is not available, accept booking requests up to three hours before the published end of the service period on the day before the intended day of travel.
71(2) A specialized transportation service provider to who subsection (1) applies shall provide accessible means to accept reservations.
2. PURPOSE
To ensure that specialized transportation service providers will provide same day service, to the extent that it is available, and accept booking for service as close as possible to the date requested.
3. PROCEDURES
3.1 Registered clients are asked to book their transportation at least 24 hours in advance to ensure space on the vehicles.
3.2 Same day bookings will be accommodated if possible, with medical trips taking precedence.
3.3 Bookings can be made in person, by telephone, by text messaging, by email, and by contact through the website. If someone requires another method to make a booking, every attempt will be made to accommodate them.
4.0 REFERENCES
4.01 Ontario Human Rights Commission (OHRC)
5. INQUIRIES
5.01 For additional information regarding this policy, contact the Director of Operations.
1. POLICY STATEMENT
As a result of the Ontario Regulation made under the Accessibility for Ontarians with Disabilities Act, 2005, Integrated Accessibility Standards (Part IV, Section
74);
74(1) Every specialized transportation service provider shall allow companions to travel with persons with disabilities if space is available and will not result in the denial of service to other persons with disabilities.
74(2) Every specialized transportation service provider shall allow dependants to travel with a person with a disability who is the parent or guardian of the dependant if appropriate child restraint securement systems and equipment are, if required, available.
2. PURPOSE
To ensure that specialized transportation service providers allow companions and dependent children to travel with eligible people with disabilities, when possible.
3. PROCEDURES
3.1 Companions and children of a registered client will be allowed to travel with the client if space permits and does not result in another client being denied service.
3.2 Securing children in the vehicle is the responsibility of the parent.
4.0 REFERENCES
4.01 Ontario Human Rights Commission (OHRC)
5. INQUIRIES
5.01 For additional information regarding this policy, contact the Director of Operations.
1. POLICY STATEMENT
As a result of the Ontario Regulation made under the Accessibility for Ontarians with Disabilities Act, 2005, Integrated Accessibility Standards (Part IV, Section 64);
64 (1) If a person has completed an application for eligibility for specialized transportation services and the person’s eligibility has not been determined within 14 calendar days after the completed application is received by the specialized transportation service provider, the person shall be considered to have temporary eligibility for specialized services until a decision on his or her eligibility is made.
64 (2) A specialized transportation service provider shall not charge a fee to persons with disabilities who apply or who are considered eligible for specialized transportation services.
64 (3) A specialized transportation service provider may require a reassessment of the eligibility of temporarily eligible registrants at reasonable intervals.
64 (4) A specialized transportation service provider shall, upon the request of the person requesting specialized transportation services, make available to the requester all of his or her specialized transportation services eligibility application and the decision information in accessible formats.
64 (5) A specialized transportation service provider shall establish an independent appeal process to review decisions respecting eligibility.
64 (6) A specialized transportation service provider shall make a decision on an appeal with respect to eligibility within 30 calendar days after receiving the complete appeal application, but if a final decision is not made within the 30 days, the applicant shall be granted temporary eligibility until a final decision is made.
64 (7) A specialized transportation service provider shall have policies respecting the collection, use and disclosure of personal information collected for purposes of determining eligibility under this section.
94 (8) In this section, “personal information” means personal information within the meaning of the Freedom and Protection of Privacy Act.
2. PURPOSE
To ensure that specialized transportation service providers meet the standard service requirements for people with disabilities during the application and appeals process for specialized transportation services.
3. To qualify as a specialized transportation service provider under the AODA, there are three categories of eligibility:
Unconditional Eligibility
Individuals with a disability that prevent them from using conventional transportation services shall be categorized as having unconditional eligibility.
Temporary Eligibility
Individuals with a temporary disability that prevent them from using conventional transportation services shall be categorized as having temporary eligibility.
Conditional Eligibility
Individuals with a disability where environmental or physical barriers limit their ability to consistently use conventional transportation services shall be categorized as having conditional eligibility.
4. PROCEDURES
4.01 There is no application or assessment fee to people with disabilities who apply to use specialized transportation services. This is separate from the fares charged for use of the specialized service.
4.02 Once a completed registration is received, a decision on eligibility will be determined within 2 business days. If category of eligibility cannot be determined within the 2 business days, temporary eligibility will be given until a decision is made.
4.03 All of the information relating to a person’s eligibility application, including the decisions, will be given in large print or audio format, when requested.
4.04 People with disabilities who have been given temporary eligibility may have their eligibility re-assessed at reasonable intervals. This recognizes that people with disabilities who have been given temporary eligibility to use the specialized transportation service may no longer need it at some point.
4.05 An independent appeal process to review decisions on eligibility will be established. This will include senior management, the board of directors, and the Accessibility Directorate of Ontario if necessary.
4.06 Decisions on appeals with respect to eligibility will be made within 30 calendar days after receiving the completed appeal application. (will need this application created). If decisions are not made within the 30 calendar days, applicants will be granted temporary eligibility, until final decisions are made. If appeal decisions are made in favour of the people with disabilities, they will receive specialized transportation services according to standard practices and procedures. If people with disabilities were granted temporary eligibility because a decision was not made within the 30 calendar days, and then the original decision upheld, the temporary eligibility will no longer hold.
4.07 Policies on the collection, use and disclosure of personal information are in effect.
4.0 REFERENCES
4.01 Ontario Human Rights Commission (OHRC)
5. INQUIRIES
5.01 For additional information regarding this policy, contact the Director of Operations.
1. POLICY STATEMENT
As a result of the Ontario Regulation made under the Accessibility for Ontarians with Disabilities Act, 2005, Integrated Accessibility Standards (Part IV, Section
65);
65 (1) Specialized transportation service providers shall develop procedures
respecting the provision of temporary specialized transportation services earlier than in the 14 calendar days referred to in subsection 64 (1),
a) Where the services are required because of an emergency or on compassionate grounds; and
b) Where there are no other accessible transportation services to meet the person’s needs.
65 (2) A person shall apply for the services described in subsection (1) in the manner determined by the specialized transportation service provider.
2. PURPOSE
To require specialized transportation service providers to develop procedures to respond to people with disabilities who need specialized services – because of an emergency or on compassionate grounds – earlier than the standard application timeline of 14 calendar days.
3. PROCEDURES
3.1 Emergency or compassionate grounds circumstances are looked at on an individual basis, within 2 business days.
3.2 An emergency or compassionate grounds circumstance would not be granted if conventional transportation was an option.
3.3 A medical emergency or if a person requires urgent medical attention should call 911.
3.4 Granting a person service in an emergency or on compassionate grounds does not mean a person is eligible for long term or extended service.
4.0 REFERENCES
4.01 Ontario Human Rights Commission (OHRC)

5. INQUIRIES
5.01 For additional information regarding this policy, contact the Director of Operations.
1. POLICY STATEMENT
As a result of the Ontario Regulation made under the Accessibility for Ontarians with Disabilities Act, 2005, Integrated Accessibility Standards (Part IV, Section
73);
73(1) Every specialized transportation service provider, where the specialized transportation services require reservations, shall provide information on the duration of service delays to affected passengers by a method agreed to by the specialized transportation service provider and passenger.
73(2) For the purposes of this section, a service delay is a delay of 30 minutes or more after the scheduled pick-up time.
73(3) This section does not apply in respect of delays in service that arise during the trip.
2. PURPOSE
To ensure that specialized transportation service providers advise people with disabilities when there will be delays in the scheduled pick-up times. Information about the delays will be communicated through methods that have been agreed on in advance by the providers and the people with disabilities.
3. PROCEDURES
3.1 Registered clients will be notified if there will be more than a 30 minute delay in their pick-up time.
3.2 Registered clients will be notified by telephone unless they have requested another method of contact, such as email or TTY.
3.3 In the event that service will be delayed due to severe weather or other major service-wide occurrence, notification may be made by website, social media sites, and through news outlets.
4.0 REFERENCES
4.01 Ontario Human Rights Commission (OHRC)
5. INQUIRIES
5.01 For additional information regarding this policy, contact the Director of Operations.
1. POLICY STATEMENT
As a result of the Ontario Regulation made under the Accessibility for Ontarians with Disabilities Act, 2005, Integrated Accessibility Standards (Part IV, Section
72); no specialized transportation service provider shall limit the availability of specialized transportation services to persons with disabilities by,
a) Restricting the number of trips a person with a disability is able to request;
or
b) Implementing any policy or operational practice that unreasonably limits the availability of specialized transportation services.

2. PURPOSE
To ensure that specialized transportation service providers do not limit the
availability of service through restricting trip requests and/or implementing any policy that unreasonably limits service availability.
3. PROCEDURES
3.1 Registered clients are not restricted to the number of trips they can book, nor for the purpose of the bookings.
3.2 Restrictions on bookings will apply only if there is a significant outstanding balance still to be paid; the restriction would be removed once a payment on the outstanding balance was made.
3.3 Restrictions on bookings may apply if the person makes bookings for trips and misses them without canceling on a consistent basis. This would apply only after several attempts to inform the client of how this behaviour disrupts the service for others.
4.0 REFERENCES
4.01 Ontario Human Rights Commission (OHRC)
5. INQUIRIES
5.01 For additional information regarding this policy, contact the Director of Operations.
1. POLICY STATEMENT
As a result of the Ontario Regulation made under the Accessibility for Ontarians with Disabilities Act, 2005, Integrated Accessibility Standards (Part IV, Section
67);
67(1) Every specialized transportation service provider shall,
a) Make specialized transportation services available to visitors; and
b) Consider as eligible,
i. Visitors who provide confirmation that they are eligible for specialized transportation services in the jurisdiction in which they reside, or
ii. Visitors who meet the specialized transportation services eligibility requirements of the specialized transportation service provider.
67(2) Every specialized transportation service provider shall develop criteria to determine who falls into the category of visitor for the purposes of this section.
67(3) A specialized transportation service provider shall have policies respecting the collection, use and disclosure of personal information collected for purposes of determining eligibility under this section.
67(4) In this section, “personal information” means personal information within the meaning of the Freedom of Information and Protection of Privacy Act.
2. PURPOSE
To ensure that specialized service providers allow visitors, who qualify in their home jurisdiction, to travel on their service, and to ensure specialized service providers have a policy respecting the collection, use and disclosure of personal information.
3. PROCEDURES
3.1 Visitors who are registered with a specialized transportation service provider in another area are eligible for transportation in this area.
3.2 Visitors must follow our policies in regards to bookings, such as booking 24 hours in advance.
3.3 Visitors will be given the same considerations as registered clients in regards to travelling with attendants, and fares.
4.0 REFERENCES
4.01 Ontario Human Rights Commission (OHRC)
5. INQUIRIES
5.01 For additional information regarding this policy, contact the Director of Operations.
1. POLICY STATEMENT
As a result of the Ontario Regulation made under the Accessibility for Ontarians with Disabilities Act, 2005, Integrated Accessibility Standards (Part IV, Section 68);
68(1) Every specialized transportation service provider shall provide origin to destination services within its service area that takes into account the abilities of its passengers and that accommodates their abilities.
68(2) Origin to destination services may include services on any accessible conventional transportation services.
68(3) For the purposes of this section, origin to destination services refers to the overall package of transportation services that allows a specialized transportation
service provider to provide, in a flexible way, transportation services in a manner that best meets the needs of persons with disabilities.
2. PURPOSE
To ensure that specialized service providers provide origin to destination transportation services to eligible people with disabilities, by using specialized transportation services only, or a combination of specialized and conventional transportation services.
3. PROCEDURES
3.1 Registered clients will be given origin to destination service.
3.2 Registered clients who are able to utilize conventional transportation will be encouraged to do so when it is appropriate.
3.3 A combination of specialized transportation and conventional transportation will be used when and if possible.
3.4 Information on how to use both services will be given to encourage the use of both services and to provide greater independence to the user.
4.0 REFERENCES
4.01 Ontario Human Rights Commission (OHRC)
5. INQUIRIES
5.01 For additional information regarding this policy, contact the Director of Operations.
1. POLICY STATEMENT
As a result of the Ontario Regulation made under the Accessibility for Ontarians with Disabilities Act, 2005, Integrated Accessibility Standards (Part IV, Section 69); (1) Where specialized transportation services are provided in adjacent municipalities within contiguous urban areas, the specialized transportation service providers shall facilitate connections between their respective services; and (2) the specialized transportation service providers to which subsection (1) applies shall determine the accessible stops and drop off locations in the contiguous urban areas that have specialized transportation services.
2. PURPOSE
To ensure that specialized transportation service providers provide accessible stops and drop off locations to facilitate connections with other municipal services
3. PROCEDURES
Currently Quinte Access provides door to door specialized services for all clients and does not co-ordinate transfers with other transit providers in adjacent municipalities. These municipalities allow us to provide this service for our riders in their area.
Conventional transit does use transfers to other transit providers in adjacent municipalities at accessible stops and drop off locations with no additional charge to the rider
4.0 REFERENCES
4.01 Ontario Human Rights Commission (OHRC)
5. INQUIRIES
5.01 For additional information regarding this policy, contact the Executive Director