ACAT Meeting - May 28, 2026

Minutes of Meeting:

Advisory Committee on Accessible Transit General Meeting 

Meeting No. 

432

Meeting Date:

Thursday, May 28, 2026 

Meeting Time:

1:00 p.m. to 3:30 p.m.

Location:

Hybrid meeting via Microsoft Teams 1900 Yonge Street7th Floor Boardroom

Present:

• Sophie Petrillo, ACAT Chair
• Paul Cross, ACAT Vice-Chair
• Lori Bailey
• Debbie Gillespie, ACAT Vice-Chair 
• Yasmine Gray
• Gerald Mak 
• Paul Manna
• Corina McCoy
• Karen Mootoo
• Craig Nicol
• Lauri Sue Robertson
• Azim Lila
• Nathaniel Tok
• Chau Sheung Wong

Regrets:

• Tammy Adams 

Pool Members:

• Amber Lavitt 

TTC Representatives:

• Betty Hasserjian, Chief Safety Officer
• Pamela Watson, Acting Head of Wheel-Trans
• John Boucher, Manager, Lakeshore Garage, Wheel-Trans 
• Natalie Francis, Manager, Planning and Policy, Wheel-Trans
• Dean Milton, Manager of Strategic Initiatives, Wheel-Trans 
• Lodon Hassan, Manager of Customer Service, Wheel-Trans
• Levenson Lincoln, Assistant Manager, Wheel-Trans Customer Service 
• Sneha Madhuri, Communications Advisor, Corporate Communications
• Jeff Short, Acting Manager, Customer Policy and Planning 
• Stephan Boston, Chief Instructor, Operations Training Centre
• Warren Rupnarain, Accessibility Liaison, Access, Equity & Inclusion 
• Kisha Powell, Senior Customer Communications Specialist, Marketing & Customer Experience
• Ross Visconti, Program Manager, Wheel-Trans  
• Adrienne Isaac, Administrative Assistant, Wheel-Trans
• Michael Pimentel, Coordinator, Wheel-Trans Contracted Services
• Tammy Smith, Acting Director, Employee Development and Training, Human Resources 
• Ike Onuoha, Program Manager, Vehicle Programs
• Arno Van Dijk, Development Coordinator, Property Planning and Development

Items Discussed: 

1. Call to Order/Attendance  
2. Meeting Safety Announcement 
3. Land Acknowledgement 
4. Declaration of Conflict of Interest
5. Approval of Agenda 
6. Review and Approval of April 30, 2026, Minutes 
7. Remarks from ACAT Chair 
8. Remarks from TTC Executive  
9. Wheel-Trans Transformation Update   
10. Accessibility Training Update
11. Outstanding Items
12. Deputation: Nil
13. Incoming Correspondence:  
    a. Fluorescent lighting inquiry
    b. Streetcar fare machine
14. Subcommittee Reports, Highlights and Updates
    - Communications 
    - Design Review   
    - Strategy and Planning  
    - Wheel-Trans Operations 
15. Other/New Business
16. Next Meeting – June 25, 2026   

1. Call to Order 

Sophie Petrillo, ACAT Chair, called the meeting to order at 1:05 p.m.   

2. Meeting Safety Announcement 

Jeff Short, Acting Manager, Customer Policy and Planning, gave a safety briefing for attendees and attendance was taken.

3. Land Acknowledgement 

Corina McCoy read the Land Acknowledgement. 

4. Declaration of Conflict of Interest 

Nil.

5. Approval of Agenda 

Motion to approve the agenda as presented: Karen Mootoo

Seconded: Lauri Sue Robertson

Carried:  Agenda approved.

6. Review and Approval of April 30, 2026 Minutes 

Motion to approve the Minutes of April 30, 2026: Paul Cross

Seconded: Lauri Sue Robertson

Carried:  Minutes approved.

7. Remarks from the TTC Chair 

Sophie Petrillo, ACAT Chair, thanked the Advisory Committee on Accessible Transit (ACAT) members for their significant time commitment and dedication to improving transit accessibility in Toronto. With the arrival of warmer weather and increased city activity, accessible transit is highlighted as essential for ensuring everyone can independently participate in local events, concerts, and sports. The FIFA World Cup 2026 matches in Toronto, starting in June 2026, will serve as a crucial opportunity for the TTC and Wheel-Trans to demonstrate operational readiness and a commitment to inclusive travel for global visitors. The ACAT Chair announced that applications for ACAT membership are being accepted until August 5, 2026 for the 2027 term.

Questions and Comments

Nil.

8. Remarks from the TTC Executive 

Betty Hasserjian, Chief Safety Officer, thanked the ACAT for their partnership and noted that the upcoming National Accessibility Week serves as a reminder to continue removing transit barriers across the transit system. Building on the TTC's Community Safety and Well-Being Plan, a report would be presented to the TTC Board at the upcoming June meeting outlining safety initiatives for 2026. The first focus area centres on visible presence of TTC staff, including Special Constables, and Supervisors at priority locations across the system. Second, the TTC is advancing infrastructure improvements by leveraging artificial intelligence (AI) technology to detect track-level intrusions and piloting a physical platform safety barrier at TMU station later in 2026. To support employee safety, TTC has begun rolling out body-worn cameras to Stations staff, with approximately 150 cameras expected to be active ahead f the FIFA World Cup. A final focus area emphasizes strengthening coordination with City partners and crisis response teams to better connect vulnerable individuals with appropriate support services.

Questions and Comments

The ACAT Chair discussed noticing more visibility of TTC staff and Special Constables while using conventional transit to attend a recent event.

A member asked the difference between Special Constables and Provincial Offence Officers (POO). Betty Hasserjian explained that the POOs focus on fare enforcement, while Special Constables are responsible for safety and security across the system.

A member asked if the TTC collects metrics regarding complaints about incidents and issues about safety. Betty Hasserjian explained that public tracking of safety metrics is handled through two main channels: a monthly community safety dashboard and the Chief Executive Officer's (CEO) report. While the community safety dashboard includes metrics on offences against customers and employees, the CEO's report also captures broader safety indicators, including customer injury incidents such as slips, trips, and falls. The member asked if there had been any improvement and Betty Hasserjian confirmed there had been an improvement in the metrics but TTC and city partners are still working on the public perception of safety.

An ACAT Co-Vice Chair explained that they viewed accessibility and safety as deeply interconnected, noting that true safety involves protecting transit riders from unpredictable, aggressive behaviour. They expressed concern over a perceived lack of urgency or intervention from onsite TTC staff, recalling instances where employees on a station platform failed to evacuate a train car or intervene during an active, high-stress incident. The ACAT Co-Vice Chair asked how frequently reports made through the SafeTTC app were monitored and tracked and suggested the burden seems to be shifted back onto riders rather than actively addressing the reported danger. Betty Hasserjian explained that the TTC had established a 24/7 security desk at the Transit Control Centre that is managed by Special Constables, who respond to incoming SafeTTC app reports in real time. Due to increased advertising efforts to promote customer use of the app, there has been an increase in app usage, which allowed TTC to successfully monitor the incoming data and immediately action reported incidents. Betty Hasserjian also noted that the TTC was actively reviewing customer feedback to further improve the app's usability and make it more user-friendly for customers.

An ACAT Co-Vice Chair highlighted the severe safety risks that sudden subway shutdowns and train service removals pose to passengers, particularly vulnerable individuals with mobility or vision issues who are immediately endangered by the resulting crowds. They questioned the thresholds TTC uses to justify stopping train service and requested a larger future conversation regarding the TTC internal protocols for managing passenger movement safely during crowding events. Betty Hasserjian explained that train service disruptions and station closures were driven by defined safety protocols, noting that precise operational protocols dictated when a train must be taken out of service. She emphasized that the TTC takes platform overcrowding very seriously, managing through a combination of staff deployment, camera monitoring, escalator shutdowns, with coordination with the Toronto Police Service (TPS) supporting safe customer movement at street level during service disruptions. The ACAT Chair suggested bringing this topic back with a presentation to a future ACAT General Meeting.

A member asked for further details regarding the exact positioning of the platform safety barriers, and expressed concern about how they would impact customers with vision loss.  Betty Hasserjian explained that this pilot, which is similar to the one in New York, will involve barriers that are waist high, spaced out across the platform, and would not impede pedestrian flows. The member suggested that ACAT should have input before ethe design is completed. Betty Hasserjian agreed to take that back. 

A member asked if it was related to the Line 5 monitoring system. Betty Hasserjian noted it was not the same as the guideway intrusion detection system on Line 5, which stops the vehicle if someone goes into the track area.

A member asked for more details on the use of AI for that system and if it was designed by the TTC or an outside company. Betty Hasserjian noted her understanding would be that a camera with AI technology sends a signal to the control centre to act. She also noted that she is unsure who built the original system, but that the TTC Signals Engineering Communications group were involved in tailoring it to fit the system.

A member discussed hearing that teenagers from a recognizable minority group do not feel safe on the system and asked about safety efforts, especially during FIFA. Betty Hasserjian noted TTC is working closely with the TPS and TDSB to ensure that known hotspots are targeted to help.

A member noted a possible underlying assumption that increased security equates to safety for everyone and urged the Committee to consider which specific communities are made safer and which are put at greater risk by a heightened uniformed presence. They highlighted that for Black and other marginalized populations, increased policing often results in targeting, surveillance, and further complications rather than actual protection. While agreeing with the importance of intersectionality, Betty Hasserjian clarified that the TTC's strategy extended beyond enforcement to include a balanced, people-first approach and emphasized that a core focus of TTC’s plan involved protecting vulnerable individuals on the transit system and successfully connecting them to support services.

9. Wheel Trans Transformation Update 

Pamela Watson, Acting Head of Wheel-Trans, provided an update about the progress on Wheel-Trans transformation initiatives. She reported that Wheel-Trans was on track to meet their annual target of 800 customers trained with 395 travel training sessions already completed in 2026. 3,411 Family of Services trips to subway and Light Rail Transit (LRT) stops have been scheduled so far in 2026, including 195 multi-modal trips that had an average duration of 59 minutes. Additionally, the Access Hub at Jane Street and Eglinton Street was relocated four and a half metres north to accommodate future Eglinton Crosstown West extension construction. Pamela Watson acknowledged the upcoming National AccessAbility Week and thanked members for sharing their lived experiences and dedicating their time to helping the TTC improve and reduce barriers to accessibility.

Questions and Comments

A member questioned whether it is a Wheel-Trans policy for a customer to carry their Support Person Assistance Card (SPAC) for all their trips. Dean Milton, Manager of Strategic Initiatives, clarified that the SPAC is only required to be with the customer when they are travelling with a Personal Support Person, to allow that individual to travel for free. 

A member asked what qualifies for a Wheel-Trans stop, specifically for subway stations without a bus platform that has entry from the street. Natalie Francis, Manager, Planning and Policy, Wheel-Trans noted that any accessible station would have a Wheel-Trans stop, either in a bus bay or on the street and offered to answer for a specific location if the member provided additional information.

A member asked for an estimated timeline for all TTC stations to be accessible. Jeff Short, Acting Manager of Customer Planning and Policy, noted that most stations would be completed by the end of 2026, with one possible into 2027. Old Mill Station is expected to be completed in 2028.

The ACAT Chair asked if customers could request more than one Travel Training session. Lodon Hassan, Manager of Customer Service, Wheel-Trans, confirmed customers can book up to four sessions.

A member noted Japan has braille on the sides of the seats closest to the door to help people know where the exit was. She suggested implementing something like this on the TTC. Pam Watson would take this excellent idea back.

The ACAT Chair discussed observing many uniformed TTC staff recently when attending an event and expressed comfort was associated with knowing TTC staff were available.

10. Accessibility Training Update 

Tammy Smith, Director, Employee Development and Training, Human Resources, and Stephan Boston, Chief Instructor, Operations Training Centre, gave an update on accessibility training. They outlined how the TTC delivers its Accessibility for Ontarians with Disabilities Act (AODA) training, explaining that the Operations Training Centre provides in-person instruction for unionized employees while the Employee Development team administers online modules for TTC management and staff employees. In response to the request for further information around assisting customers with vision loss and approaching service animals, Tammy Smith shared that both training streams include best practices for assisting customers with vision loss, such as offering an elbow to guide them and giving detailed verbal directions, while emphasizing the legal rights of service animals and the strict protocol never to touch or distract service animals while they are working.

Questions and Comments

A member suggested adding information about being cautious about eating when around service animals.

A member asked if employees complete a refresher course for accessibility training. Stephan Boston noted that accessibility training is included in the recertification course unionized employees complete. Tammy Smith noted that new TTC staff have to complete the initial training and when there was a comprehensive change to the information or legislation, the updated or new course would be assigned.

11. Outstanding Items 

a. Recommendation to Honour Sam Savona

This item should be completed in 2026.

b. Customer Communications at Spadina

Jeff Short shared that the TTC plans to install new signage on the Line 1 side of Spadina Station to explain that certain escalators were permanently removed to accommodate upcoming elevator construction. This signage was designed to direct passengers requiring barrier-free access to proceed to Dupont Station or to St. George Station to connect to Line 2. Additionally, recent updates have been made to the TTC website, which included a new bottom-screen widget, to help customers easily locate accessibility alerts and elevator disruptions. His understanding is that the widget is compatible with screen readers.

The ACAT Chair confirmed this item would be marked as completed.

c. AODA Training for Accessibility for the TTC Staff

This item would be marked as completed.

d.  ACAT members speaking at Wheel-Trans Recertification Training

Member participation would begin on July 10, 2026.

12. Deputation 

Nil.

13. Incoming Correspondence 

a. Fluorescent lighting inquiry

Jeff Short shared preliminary information indicating that the TTC was well underway with transitioning from fluorescent to LED lighting, which should better accommodate passengers with migraines or other medical considerations. He noted that nearly all TTC buses had already adopted LED lighting, with the exception of older models slated for retirement, while some of the newest streetcars had also been equipped with LEDs. Finally, he mentioned that they were still awaiting data regarding subway lighting updates but concluded that the agency's overall transition would effectively address the rider's concerns.

Questions and Comments

A member suggested adding the Line 5 stations to the list of inquiries as well. This would be taken back and would be included in the reply.

b. Streetcar Fare Machine

Jeff Short noted TTC staff would be following up with this customer to clarify the issue.

Questions and Comments

A member asked if there was an SLA to report back to the customers when they reach out. The ACAT Chair noted the communication is acknowledged but a final response would depend on the comments or questions. Jeff Short agreed it would be on a case-by-case basis, with some requiring more investigation and others allowing for a quick response. There is no formal service level agreement for correspondence to ACAT.

14. Subcommittee Reports, Highlights and Updates 

Communications Subcommittee (CS)

Adrienne Isaac, Administrative Assistant, Wheel-Trans, provided a summary of the Communications Subcommittee meeting held on May 7, 2026.

The Communications Subcommittee elected Tammy Adams as the new Chair. They reviewed accessibility and wayfinding initiatives connected to the FIFA World Cup 2026 and broader transit accessibility improvements. TTC staff presented plans for enhanced customer communications, including dedicated webpages, social media outreach, event ambassadors, and a joint World Cup transit guide developed with Metrolinx, the City of Toronto, FIFA, and Bike Share Toronto. Members expressed concern that planning was too heavily focused on moving spectators and did not adequately address the ongoing travel needs of Wheel-Trans users and local residents requiring access to hospitals, appointments, and daily destinations in heavily impacted areas such as Parkdale and King Street. The Subcommittee also examined new wayfinding pilots, including numbered station exits and the NaviLens QR-code navigation system, while discussing concerns about app dependence, QR code placement, accessibility for blind and low vision riders, and the need for stronger public education. Additional discussions focused on Wheel-Trans communications, National AccessAbility Week activities, and persistent accessibility concerns related to unclear bus stop announcements and poor Line 5 audio quality, with TTC staff committing to continued follow-up with Metrolinx and City staff.

The next CS meeting is scheduled for June 4, 2026. 

CS Meeting Highlights:

• Tammy Adams was elected Communications Subcommittee Chair
• FIFA communications update
• Station exit number strategy, NaviLens pilot, and adding station maps for Line 5 and 6 to the TTC website

Design Review Subcommittee (DRS) 

Craig Nicol, DRS Chair provided a summary of the DRS meeting on May 5, 2026.

The TTC is advancing accessibility initiatives, including a pilot of yellow grab straps in buses for better visibility and ongoing work to reduce vertical platform gaps between the platform and subway cars, though some stations still require further solutions. Subcommittee members highlighted concerns around safety, visibility, delayed accessible signal implementation, and unclear bus stop announcements, emphasizing the need for clearer communication and user-focused design improvements.

The next DRS meeting is scheduled for June 9, 2026.

DRS Highlights

• Yellow grab strap pilot
• Platform gap and accessibility concerns

Strategy and Planning Subcommittee (SPS)

The May SPS meeting summary was deferred to the next ACAT General Meeting.

The next SPS meeting is scheduled for June 16, 2026.

Wheel-Trans Operations Subcommittee (WTOS)

Levenson Lincoln provided a summary of the WTOS meeting held on May 13, 2026.

The Subcommittee discussed several major updates, including the announcement of a new Wheel-Trans satellite facility at 780 Kipling Avenue opening in September 2026 to improve west-end service efficiency. Extensive planning updates were provided for FIFA World Cup 2026, including accessible loading zones, shared roadways, ambassador support, and coordinated operations between TTC, FIFA, and the City of Toronto. A significant policy discussion focused on introducing photo ID for Wheel-Trans users, with members discussing safety, fraud prevention, and accessibility barriers, while TTC staff confirmed no final decision has been made. Additional operational updates included ongoing work on stops and landmarks, efforts to improve notification of closures, and clarification that visitor access during FIFA will allow near-immediate Wheel-Trans registration with a minimum four-hour booking window. Finally, Wheel-Trans complaint data and service issues were reviewed, including discussions on 10-minute arrival warnings, system accuracy fixes, and improvements to driver location messaging and break visibility.
The next WTOS meeting is scheduled for June 8, 2026.

WTOS Meeting Highlights:

• FIFA 2026 accessibility planning.
• Photo ID proposal for Wheel-Trans.
• Service reliability and communication improvements.

15. Other Business 

a. Dufferin Station Underground Tunnel

The ACAT Chair explained that ACAT sent a letter to Councillor Bravo and TTC Chair Myers opposing a developer's request to cancel a previously agreed upon barrier-free path and tunnel to Dufferin Station due to projected cost escalation. The tunnel was originally planned in 2020 to serve as a vital secondary barrier-free access point from street to concourse, in the event the station's primary elevator broke down. During a follow-up meeting between the ACAT Chair, Councillor Bravo and TTC staff, the ACAT Chair firmly maintained that a developer's financial risks should not negate their civic obligations to transit accessibility. The matter remained under review by the City, with discussions turning toward whether the TTC could propose a suitable alternative in lieu of the tunnel.

Questions and Comments

Jeff Short noted there is ongoing internal exploration of alternatives, based on the assumption that the tunnel would not get built. TTC staff are trying to determine the feasibility of different options to improve accessibility and the customer experience.

A member noted that cancellation of the tunnel construction is a concern as there are a number of schools in the area, where students need to get to and from school. 

A member asked if an alternative location for an elevator had been considered. Arno Van Dijk, Property Planning and Development Coordinator, noted that TTC had begun discussing alternative locations for a new elevator. There might be issues with the site on the northeast corner of Bloor and Dufferin due to delayed redevelopment of the site, which is not owned by the TTC.  

b. FIFA Volunteers

A question had been asked about whether FIFA volunteers would be trained to AODA standards to help those with a disability. A member noted they were a volunteer for FIFA and there was no extra training for accessibility.

Questions and Comments

A member commented that AODA training is required for anyone volunteering at events like FIFA. It was explained there would be minimal online training for volunteers. 

There was discussion on the Wheel-Trans Operators being responsible for customers and ensuring they arrive at their destination, but the ACAT Chair noted that this is not customary at any location, including Rogers Centre. Pamela Watson noted that TTC staff would be redeployed on game days and Supervisors and Wheel-Trans Travel Trainers would be on site, along with other Wheel-Trans employees. Tammy Smith added that in addition to their mandatory AODA training, TTC Ambassadors would receive additional training on accessibility as part of their Ambassador training.

16. Next Meeting 

The next meeting is scheduled for June 25, 2026 at 1 p.m. 

17. Adjournment 

Meeting adjourned at 3:02 p.m. on a motion by Lauri Sue Robertson. 

Cindy Edwards 
Recording Secretary