ACAT Meeting - November 27, 2025

Minutes of Meeting:

ACAT General Meeting

Meeting Date: 

Thursday, November 27, 2025
1:00 p.m. to 3:30 p.m.

Location:

Hybrid meeting via Teams

Present:

• Betty Rivington-Law, ACAT Chair
• Lori Bailey, ACAT Vice-Chair
• Tammy Adams
• Debbie Gillespie, SPS Chair
• Mei Hung
• Frank Lockhart
• Maria Marin, CS Chair
• Angela Marley 
• Lavarnan Mehavarnan
• Karen Mootoo
• Craig Nicol, DRS Chair
• Lauri Sue Robertson, WTOS Chair
• Chau Sheung Wong 

Pool Members:

• Oliva Darwin
• Paul Manna
• Nathaniel Tok

Absent:

• Sophie Petrillo, ACAT Vice-Chair
• Azim Lila

TTC Representatives:

• Josh Colle, Chief Strategy and Customer Officer
• Chrisanne Finnerty, Director, Commission Services
• Lodon Hassan, Divisional Manager, Wheel-Trans Customer Service  
• Adrienne Isaac, Administrative Assistant, Wheel-Trans
• Levenson Lincoln, Assistant Manager, Wheel-Trans Customer Service 
• David LoPresti, Manager, Contracted Taxi Services, Wheel-Trans
• Adrian Grundy, Head of Corporate Communications
• Dean Milton, Manager, Strategic Initiatives, Wheel-Trans
• Cameron Penman, Head of Wheel-Trans
• Jeff Short, Senior Planner – System Accessibility, Strategy & Foresight 
• Ross Visconti, Wheel-Trans Project Manager
• Pam Watson, Manager of Transportation, Wheel-Trans
• Natalie Francis, Manager, Planning and Policy, Wheel-Trans
• Michelle Edwards, Engineering Technologist, Vehicle Programs
• John Boucher, Manager, Lakeshore Garage, Wheel-Trans 
• Michael Pimentel, Coordinator, Contracted Services, Wheel-Trans 
• Warren Rupnarian, Accessibility Liaison for the TTC
• Matt Hagg, Manager, Customer Policy and Planning, Strategy & Foresight 
• Betty Hasserjian, Chief Safety Officer
• Esther Okunowo, Senior Investigator, Human Rights and Investigations 
• Alexandra Kargutkar, Manager of Safety and Environment Dept.
• Lisa Cocketts, Investigator and Advisor, Human Rights and Investigations 
• Loris Dametto, Senior Project Manager, Vehicle Programs 
• Chris Kelesis, Supervisor, Elevating Devices
• Haroon Nuri, Head of Plant Maintenance
• Nancy Ortenburg, Head of Marketing and Customer Experience
• Ike Onuoha, Program Manager, Vehicle Programs
• Kisha Powell, Senior Customer Communications Specialist, Marketing and Customer Experience 
• Matthew Do Couto, Manager, Elevating Devices

Items Discussed

1. Call to Order / Attendance
2. Land Acknowledgement
3. Declaration of Conflict of Interest
4. Approval of Agenda 
5. Review and Approval of October 30, 2025 Minutes 
6. Remarks from ACAT Chair
   a. Q4 ACAT Executive Quarterly Meeting
7. Remarks from TTC Executive
8. Community Safety Plan Update – Betty Hasserjian, Chief Safety Officer
9. Wheel-Trans Transformation Update – Cameron Penman, Head of Wheel-Trans
10. Wheel-Trans Vehicle Procurement Program Update – Loris Dametto, Senior Project Manager, Vehicle Programs
11. Outstanding Items
    a. ACAT Member’s Manual
12. 2025 Halloween Fest – Lori Bailey
13. Deputation:   Nil 
14. Incoming Correspondence:
    a. Tracking track level incidents
    b. Annual Public Forum feedback
    c. Wheel-Trans hybrid vans
    d. 90 Vaughan Road Bus Changes
    e. The East Mall stop changes 
15. Subcommittee Reports, Highlights and Updates
    - Communications
    - Design Review (no meeting)
    - Strategy and Planning 
    - Wheel-Trans Operations
16. Other/New Business
17. Next Meeting – December 18, 2025
18. Adjournment 

1. Call to Order/Attendance 

Betty Rivington-Law, ACAT Chair, called the meeting to order at 1:03 p.m. Attendance was taken.  

2. Land Acknowledgement 

Lori Bailey, ACAT Vice-Chair, read the Land Acknowledgement. 

3. Declaration of Conflict of Interest 

Nil.

4. Approval of Agenda 

Motion to approve the agenda as amended: Lauri Sue Robertson Seconded: Maria Marin Carried: 

Agenda approved.

5. Review and Approval of October 30, 2025 Minutes 

Motion to approve the Minutes of October 30, 2025 as amended: Karen Mootoo Seconded: Lauri Sue Robertson

Carried: Approved.

6. Remarks from the ACAT 

Chair Betty Rivington-Law, ACAT Chair, discussed the November 6, 2025 ACAT Executive Quarterly Meeting. Outstanding accessibility items reviewed included efforts to advance the PRESTO Support Person Assistance Card (SPAC), the Wheel-Trans cross-boundary review efforts and the minimum set time of 15 minutes for connection, along with Easier Access celebrations. The ACAT Chair sent a letter to Metrolinx expressing support of the SPAC. The ACAT Chair reflected on the success of the TTC Public Forum, noting strong engagement and recommending a visible annual list of accomplishments to show the impact of customer feedback at future Public Forums. A detailed report on elevator and escalator performance highlighted the scale of maintenance challenges, the age of many elevators, and the need for more dynamic, real-time communication about outages to better support riders. Winter transit-stop accessibility responsibilities were clarified, with 311 designated as the reporting channel, and concerns were raised about the new Access, Equity, and Inclusion name potentially overshadowing accessibility. Additional updates included line visits, assessments of station accessibility features, and the opening of a new station where ACAT members provided important recommendations, such as adding auditory elevator-level announcements. 

Questions and Comments from the Committee

A member noted there is an elevator Town Hall that will be held in December that a few ACAT members would be attending.

A member asked if Metrolinx/PRESTO could be invited to a future meeting due to the unresolved PRESTO support person fare issue. The response noted the letter was sent only two weeks ago, the matter can be escalated, if needed. Jeff Short, Senior Planner – System Accessibility, Strategy & Foresight added that the topic would go to the Strategy and Planning Subcommittee, where he could request a PRESTO representative to attend.

A member discussed the importance of speaking properly to people who have vision loss and avoiding terms like “come here”. They also suggested TTC staff consider having someone who is blind try new elevators, payment options, and new features at station and vehicle introductions to ensure accessibility. They did not have that opportunity to use the elevator at the Glencairn Station ribbon cutting event.

Another member suggested that the Braille should be checked as well by someone that can read it and another member recommended preparing a checklist that would cover multiple accessibility options that could be checked at these openings.

7. Remarks from TTC Executive 

Josh Colle, Chief Strategy and Customer Officer provided an update about the Easier Access program. Christie, Summerhill, and Warden stations will receive new elevators in 2025, with additional stations planned for 2026. Safety updates were highlighted, including a new initiative placing neighbourhood police officers along Line 1. The TTC is piloting tools such as tablets for station staff to access real-time information, translation support, and improved wayfinding, as well as new audio-visual displays at bus and streetcar stops to replace static signage. Plans are underway to enhance ACAT’s role in future accessibility audits, especially ahead of Line 5’s opening. Finally, the Finch West LRT (Line 6) will open December 7, with a community-oriented event and opportunities for ACAT members to join the first rides.

Questions and Comments from the Committee

A member emphasized the need for an introductory orientation so riders with accessibility needs, and the organizations that support them, can learn how to use the new Line 6 vehicles and stations, which differ significantly from subways. It was noted that ACAT’s recent “technical audit” was the first done jointly with Metrolinx, but stakeholders still should have been invited to tour and ride the trains in advance to prepare their clients (CNIB, etc.). Josh Colle agreed, saying this kind of hands-on learning is important, especially with new payment and boarding procedures, and suggested TTC staff create an action item to organize such sessions during the early, limited-hours phase after the line opens.

The Committee members suggested renaming the tours ACAT is involved with as they are an accessibility review. Josh Colle confirmed he would wordsmith a proper term and acknowledged ACAT feedback is valuable in these places. 

A member asked if the Finch West bus would continue operating once the Finch West LRT opens. Josh Colle confirmed the bus would still run during the early launch period while the LRT undergoes testing and occasional closures for maintenance. Initially, the bus will operate as a complementary service, either at certain times of day or during early stages of the rollout.

Members were asked to send suggestions for organizations that should be asked to be involved in the review of stations and vehicles to Adrienne Isaac, Wheel-Trans Administrative Assistant, for input.

8. Wheel-Trans Transformation Update 

Cameron Penman, Head of Wheel-Trans, confirmed that staff continue to work towards the new Automatic Vehicle Location (AVL) system, a successful bidder has been selected and the name of the successful bidder will be released once the contract has been finalized. The successful contractor for the new Interactive Voice Response (IVR) system, used in Wheel-Trans, has also been chosen and both are in contract negotiation. The electric sedan pilot project Request for Proposal was issued in October and would be closing soon.

Eligibility re-registrations of Wheel-Trans Legacy customers continue to progress successfully. Almost 1300 customers have re-registered in 2025, with approximately 1,500 active customers remaining. Almost all Accessible Taxis now have “Where Is My Ride” capability, including most Beck Accessible Taxis, and the sedan vehicles would start being integrated into the system in the coming months. 

Questions and Comments from the Committee 

A member noted that the current vehicles often have issue with people fitting in them and little to no room for their service dog with the partition and the way the doors open. Cameron Penman would take that feedback back. This was supported by a number of members, noting the vehicles were too small or did not safely stow mobility devices.

A member noted there are also issues in the floor of the sedans with service dogs not getting any grip and suggested that this issue be looked at as well. Cameron Penman would take that back.

There was a suggestion from an ACAT member that input from retiring members would be beneficial when user feedback is needed for the new sedans. Cameron Penman noted that the way the process would work, likely anyone that would be retiring and possibly returning next year would still be able to provide feedback.

9. Community Safety Plan Update 

Betty Hasserjian, Chief Safety Officer, gave an update on the TTC’s newly approved Community Safety, Security, and Well-Being Plan, emphasizing that it is a living document continually reviewed with advisory groups like ACAT. The plan aims to improve safety through a compassionate, people-first approach by implementing actions grouped under the following elements: collaboration and partnerships, communication, engagement, procedures and training, vehicle, station, and facility improvements, and data analysis and monitoring. Recent achievements include expanded outreach teams, new crisis-response partnerships, increased winter support, safety campaigns, and ongoing station improvement pilots, alongside measurable reductions in offenses against customers and employees. Despite progress, perception of safety remains a challenge, and the TTC will continue refining its social-services response, security model, and actions under the plan to meet future targets.

Questions and Comments from the Committee 

A member raised concerns about the lack of clear emergency evacuation procedures for people with mobility challenges during meetings in the building. Betty Hasserjian acknowledged the issue and committed to providing proper safety briefings and reviewing evacuation protocols for future ACAT meetings.

Jeff Short also suggested that a list of people who require assistance could be provided to the 1900 Yonge security desk prior to in-person meetings.

A member asked whether the TTC tracked response times from the moment an incident is reported to when help arrives. Betty Hasserjian confirmed that all incidents go through Transit Control, which logs call and dispatch times and could provide that data. She acknowledged past delays and noted that dispatcher staffing has been increased to improve response times. They plan to continue expanding staffing to ensure timely responses.

A member asked whether security personnel received training on assisting blind or customers who have low vision, particularly in recognizing when they may need help. Betty Hasserjian indicated that while security staff receive general safety orientation training, it is unclear if it specifically covers engagement with customers who are blind. 

A member asked which six stations would have the pilot for cleanliness and state-of-good-repair measures. Betty Hasserjian confirmed the stations are Dundas, Finch, Kennedy, Lansdowne, Scarborough Town Centre and Spadina.

A member asked if there was still access to 911 if there is no connectivity for those using the Safe TTC app and Betty Hasserjian confirmed it would still connect.  A member asked about the process when a person texts into the Safe TTC app. Betty Hasserjian reviewed the process and confirmed the customer would receive confirmation that the message was received.

The following information was provided after the meeting to confirm the topics covered in training: AODA training modules include: Respect and Dignity, Diversity and Inclusion, Professional Standards and Expectations, Customer Service Expectations and Communication Techniques, AODA and Accessibility, and Non-Emergency and Emergency Situations.   

10. Wheel-Trans Vehicle Procurement Program Update 

Ike Onuoha, Program Manager, Vehicle Programs, gave an update on the Wheel-Trans vehicle procurement program. He noted that a contract for five electric buses for a pilot study was awarded to Damera earlier this year, followed by ACAT’s review of specifications and a summer visit to the manufacturer’s facility. Design work was to be completed in December, after which manufacturing will begin, with a demo bus expected in Q2 2026 for ACAT and TTC stakeholders to test and provide feedback. Delivery of the five pilot vehicles was planned to begin in late 2026 and continue into 2027, with preliminary pilot evaluation in late 2027 and a final report in 2028. The Karsan Vero vehicles would feature ADA-compliant ramps, low floors, seating for personal mobility devices and ambulatory passengers, grab bars, floor lighting, and other accessibility features.

Ike Onuoha explained that smaller electric sedans were being introduced to optimize the fleet mix, improve service through more direct trips, enhance customer comfort, and support city-wide electrification and GHG reduction goals. A competitive Request for Proposal for up to 10 vehicles was underway, with contract award expected in early 2026 and vehicle delivery anticipated by Q4, followed by a pilot that ACAT and other stakeholders will review. Feedback from ACAT has already been incorporated into mandatory design requirements, including door dimensions, step height, storage space, and internal accessibility features.

Questions and Comments from the Committee 

A member asked if there would be delineation in the booking for these vehicles. Cameron Penman confirmed there would be in both booking and backroom booking. Members shared their experience with the contracted taxis, with feedback regarding the need for a large trunk space to accommodate walkers, traction on the floormats to aid stability of service animals, increased rear leg room and floor-to-ceiling height to accommodate certain body types. Ike Onuoha confirmed that feedback from ACAT will be considered in the vehicle specifications and through the pilot program.  

11. Outstanding Items 

a. ACAT Member’s Manual

This would be sent to members for their input in the next few weeks.

b. Recommendation to Honour Sam Savona

To be reviewed in Q2 2026.

Questions and Comments from the Committee 

Nil.

12. 2025 Halloween Fest 

Lori Bailey, ACAT Vice-Chair, raised concerns about the lack of accessibility at the Lower Bay Street station, noting that the venue has only stairs and an out-of-order escalator, with no elevator access. She emphasized the need for accessibility issues to be addressed in advance as this event was cancelled shortly before the event date and suggested ACAT provide feedback to encourage better accessibility planning for future events. Josh Colle responded that the event has been happening for a couple of years, is employee-driven rather than a TTC corporate event, and that the pause this year was to ensure accessibility and proper planning, despite being an unpopular decision. He welcomed ACAT’s formal feedback on this and emphasized balancing the venue’s popularity with the critical need to prioritize accessibility for all participants. Questions and Comments from the Committee  A member noted accessibility at Lower Bay was raised years ago and ACAT advised spending accessibility money on Easier Access III projects, not on access to other areas of TTC.  

13. Deputation 

Nil.

14. Incoming Correspondence 

a. Tracking track level incident

This item had been sent to the SPS for review.

b. Annual Public Forum Feedback

This item had been sent to WTOS and reviewed at the November meeting.

c. Wheel-Trans hybrid van

This item had been sent to WTOS and reviewed at the November meeting.

d. 90 Vaughan Road bus changes

This item was assigned to SPS for review.

e. The East Mall stop changes

This item was assigned to SPS for review.

Questions and Comments from the Committee 

A member noted that ACAT members received an email update on behalf of Rich Wong, TTC Chief Transportation & Vehicles Officer, as a follow-up from his attendance at the September ACAT meeting. He outlined vehicle design process and included a PowerPoint presentation on the new accessibility features on TTC buses. 

Transportation & Vehicles Update 

Additional information was provided to members further to the September 25, 2025 ACAT General Meeting. As part of the vehicle design process, three-dimensional design layout renderings are produced during the early project stage, for consultation with ACAT and the Joint Health and Safety Committee (JHSC). Physical mockups are then presented to ACAT, JHSC and Operators. A demo vehicle for the Wheel-Trans eBus pilot is expected by June 2026, which will provide operators the opportunity to review and share their feedback on aspects of the vehicle. Accessibility features on new buses  include a front kneeling function, a PMD ramp featuring high visibility striping, braille on Stop Request and Priority Request Buttons, PMD locations with imprinted International Symbol of Accessibility and companion seating, a floor and shoulder PMD securement system, companion seating near the PMD location, USB charging ports, low effort touch bars with three-tone chimes on bus doors, large infotainment screens and visual and audible stop announcement systems, internally and externally. 

The New Subway Train has added features of a Learning Loop System to aid persons who have hearing loss and Automatic Speech to Text System for converting public announcements to text displays. There are also additional screens located throughout the passenger saloon for the visual display of text announcements. 

15. Subcommittee Reports, Highlights and Updates 

Communications Subcommittee (CS)

Maria Marin, CS Chair, gave a summary of the meeting held on Thursday, November 6, 2025. The meeting covered updates on Scarborough Town Centre station signage, with new bus routes, maps, and bay allocations; subcommittee members raised accessibility concerns about high-mounted signs and visibility for low-vision and seated users, which Laura Lehming will review while maintaining AODA compliance. CNIB replacement card procedures now allow direct customer processing, with discussions on improving communications to ensure broad awareness. Wheel-Trans updates included equity consultations, a travel training video series, an end-of-year newsletter, and an International Day of Persons with Disabilities event, with members suggesting future inclusion of conventional service accessibility. Other items included upcoming Line 6 preview tours, the Glencairn ribbon-cutting, and highlighting accessible features on conventional transit.

CS Meeting Highlights:

• Scarborough Town Centre Station signage.
• New CNIB replacement card procedures.
• Wheel-Trans communications updates.

The next Communications Subcommittee meet will be held on December 4, 2025.

Questions and Comments from the Committee

Nil.

Design Review Subcommittee (DRS) 

No meeting held in November as it conflicted with the Line 6 preview for ACAT members. The next DRS meeting is scheduled for December 2, 2025.

Strategy and Planning Subcommittee (SPS)

Debbie Gillespie, SPS Chair, provided a summary of the SPS meeting held on November 18, 2025.

Warden Station’s Easier Access team explained that elevators will open in 2025 using temporary fire-rated enclosures, with a four-week shutdown planned for early 2026 to install permanent glazing (glass wall panels). ACAT members emphasized the need for clear, multi-platform communication so riders understand the temporary opening and later closure, and TTC staff confirmed that a communication plan is being developed. Members raised questions about visibility, security, washrooms, and navigation, and TTC staff clarified that lighting, CCTV, and accessibility features would be in place. The meeting also addressed the partial openings of Line 5’s Cedarvale and Mount Dennis stations, including new pedestrian connections, bus routing changes, and Wheel-Trans access, with comments raised about signage, standardized pickup locations, and cold weather protection. Additional agenda items reviewed communication issues around station renaming, PRESTO Support Person Cards, and updates to outstanding accessibility and infrastructure coordination logs.

SPS Meeting Highlights:

• Warden Station elevators will open in 2025 using temporary enclosures, with a four-week closure in early 2026 to install permanent glazing.
• ACAT stressed the need for strong, multi-platform communication about the temporary opening and later shutdown.
• Line 5 Cedarvale and Mount Dennis partial openings introduce new connections and Wheel-Trans adjustments, with concerns about signage, pickup locations, and weather protection.

The next meeting is scheduled for December 9, 2025.

Wheel-Trans Operations Subcommittee (WTOS)

Lauri Sue Robertson, WTOS Chair, gave a summary of the WTOS meeting held on  November 12, 2025

At the TTC Annual Forum on Accessible Transit, David Lo Presti highlighted that all contracted Wheel-Trans drivers follow AODA accessibility standards, complete refresher training when complaints occur, and receive experiential “Day in the Life” training, which will resume in 2026. Subcommittee members discussed vehicle ergonomics, route planning, fare issues, and the importance of driver professionalism, noting positive examples where staff assisted distressed passengers. Updates on Line 5 and Line 6 LRT stops emphasized clear labeling of Wheel-Trans stops, including location, travel direction, and whether stops are shared, to prevent confusion for riders with low vision or disabilities, with GTFS data ensuring correct trip booking. Concerns were raised about multiple accessible entrances at subway stations, private development access, and the need for consistent landmarks, with updates provided for the North York Library and Sheppard–Yonge area. Wheel-Trans complaint data for late September to October 2025 was reviewed, covering issues such as no-shows, discourtesy, vehicle problems, and service delivery, while discussions also addressed the no-show taxi process and ongoing PRESTO card issues, with TTC and Metrolinx planning new machines by 2026–2027.

WTOS Meeting Highlights:

• Wheel-Trans drivers follow AODA standards with training resuming in 2026.
• Clear labeling for LRT and Wheel-Trans stops aims to improve accessibility.
• Complaints, PRESTO issues, and service consistency are being addressed.

The next meeting is scheduled for December 10, 2025.

16. Other/New Business 

a. Fresh Meadow Transfer – York Region

A member discussed the ceiling-mounted heaters at the Fresh Meadow stop provide little warmth at the floor level and suggested installing an additional heater beneath the metal bench to improve comfort for customers waiting there.

b. Staff Compliment

A member complimented the instructor at a contracted taxi retraining session the member recently observe and suggested the AODA information was great.

c. Neurodivergent Customers

A member recounted a ride in an accessible taxi where the Operator skillfully supported two young adults with autism while maintaining calm, safety, and positive engagement throughout. The experience highlighted how Wheel-Trans Operators often provide exceptional service that benefits not only passengers but also their families and the broader public, reminding ACAT to consider and recognize populations who may not be directly represented at the table.

17. Next Meeting 

Next ACAT General Meeting: Thursday, December 18, 2025 at 1:00 p.m.

18. Adjournment 

Meeting adjourned at 3:26 p.m. on a motion by Debbie Gillespie.

Cindy Edwards
Recording Secretary