FAQ

Please contact Customer Service via email at wtcs@ttc.ca, or by telephone at 416-393-4111.

Remember your service will not be impacted unless you receive a policy violation letter, and the first time you are in violation, it is just a notification. You do not need to contact us to find out how many points are left in your Life Happens Bank. Wheel-Trans will notify you, with an automated courtesy call when you use your sixth Life Happens Point and when you use your eighth and final Life Happens Point for that month. As part of the Wheel-Trans 10-Year Transformation, we will be installing new technology sometime in the future that will allow you to access this information online and by phone.

If you late-cancel multiple times during the same day, you will only be using one Life Happens Point.

Each no-show or cancel-at-the-door uses two Life Happens Points, regardless of whether or not they occur within the same day. For example, if you no-show or cancel-at-the-door three times in one day, then you will be using six of your Life Happens Points.

When you use all of your points we will give you a courtesy call to let you know. If you late-cancel or no-show after you have used your points we will send you a letter in the mail to notify you.

A late cancellation is any trip that is cancelled with less than four hours’ notice from the scheduled pick-up time. This includes trips that are booked as a same-day trip request.

A no-show occurs when a vehicle arrives at the pick-up location and the operator is unable to locate the customer.

A cancel-at-the-door is any trip where the customer cancels after the vehicle has arrived to the pick-up location.

To minimize the impact a cancellation has on our service, we always ask that customers contact us as soon as possible, if they need to cancel a trip. Customers can cancel their trips online, through the IVR and by calling customer service. Our system will register the activity and we will debit your Life Happens Point Bank accordingly. Don’t forget, you have a bank of eight Life Happens Points that are replenished monthly. Each late cancellation uses one point and each cancel-at the door or no-show uses two points.

No. You cannot accrue Life Happens Points but remember, your points are replenished monthly.

Yes. The Card will also allow your support person to travel with you on the fixed route bus, streetcar, and subway system at no extra cost, if you choose.

Applicants must complete an application form, or for further information call TTC Customer Service at 416-393-3030 (TTY 416-338-0357). You can get your photo taken at Bathurst Station or the accessible Davisville Customer Service Centre.

The application includes a section that must be filled out by one of the following authorized regulated health care professionals:

• Family Doctor or other Physician, including Psychiatrist

• Physiotherapist

• Optometrist

• Audiologist

• Psychologist

• Chiropractor

• Occupational Therapist

• Speech Language Pathologist

• Registered Nurse

• Certified Orientation & Mobility Specialist

The health care professional must certify that the applicant is a person with a disability who, because of the disability, needs to be accompanied by a Support Person, and must certify whether the disability is permanent or temporary.

There is no charge for the Card. Please note that the TTC will not reimburse any costs incurred to complete the application.

Yes.

A Support Person assists a person with a disability with communication, mobility, personal care/medical needs or with access to goods, services or facilities.

The TTC Support Person Assistance Card is a photo identification card that identifies the card holder as a person who, because of disability, needs to be accompanied by a Support Person. The Card has a photo of the person with a disability. Customers who would like their Support Person to accompany them on the TTC and/or Wheel-Trans on a single fare must obtain a Support Person Assistance Card.

Yes.

No.

In most cases card holders will need to use the main subway station entrance. Some stations are equipped with automatic accessible entrances to allow customers using mobility devices to enter the station. At these stations, simply press the “Passenger Assistance Intercom” or “Help” button to call the Collector, inform them that you wish to use a Support Person Assistance Card, and follow their instructions.

Card holders must show their Card to the Collector and then deposit their token in the farebox or show their Metropass to the Collector to enter the station. Card holders should not use a token or Metropass-only turnstile. At accessible stations, the Collector can also open the accessible fare gate remotely after a fare is paid.

At this time, PRESTO cards cannot be used to enter a subway station when travelling with a Support Person. Please use an alternate form of payment.

If you lose your card, please call TTC Customer Service at 416-393-3030.

Note: The Bathurst Photo ID Office is not able to replace a lost Support Person Assistance Card, or renew an expired Support Person Assistance card unless a completed application is provided.

Yes. Visitors may apply for a Support Person Assistance Card by submitting an application that is certified by an authorized health care professional. You may apply by mail before starting your trip, however, please allow 2 to 4 weeks processing time to receive your card. Otherwise, a visitor and their Support Person must both pay a fare. Support person assistance cards/stickers from other Greater Toronto Area and Ottawa transit agencies are now valid on the TTC.

Simply show the Card to the Collector at a TTC subway station, or the Operator (driver) on board a bus or streetcar when paying a fare. Card holders may travel with one (1) Support Person at no extra charge.

Other Ontario transit systems may accept the TTC Support Person Assistance Card. Please contact the transit system you will be travelling on to confirm their policies.

Several TTC routes now operate on the “Proof of Payment” (POP) system. If asked for POP for a Support Person, simply show the Transit Enforcement Officer your valid POP along with your Support Person Assistance Card. A Support Person must exit the vehicle when the card holder exits, or they must pay a fare.

Yes. Card holders must still pay their regular fare when riding the TTC with a Support Person. It is the Support Person who travels at no extra charge.

No. Card holders may choose to travel with a different Support Person on each TTC trip.

No. Children 12 years of age and under may travel with a Support Person with neither the child nor the Support Person paying a fare.

No. The Support Person Assistance Card is for the use of eligible customers only and cannot be transferred or lent to others. Fraudulent use of TTC photo identification cards is an offence under TTC By-law No. 1 subject to a fine and permanent loss of the card.

No. To travel at no extra cost, a Support Person must accompany a card holder on their entire trip.

Card holders may only travel with one (1) Support Person on one fare. Any additional companions or escorts must pay regular fares.

Yes, the Support Person Assistance Card expires every 5 years, on the cardholder’s birthday, since disabilities may change. Temporary cards with a shorter expiry date will be available for temporary disabilities. The Temporary card expires on the date posted on the card. Card holders may apply to renew their card when it expires.

No, a fare must always be collected. If they are acting as your support person, then you must pay a fare or vice versa.

Operators will not intervene in a dispute between customers regarding a seat.

If you do not have a disability and are sitting in one of the designated priority seats, you must give up your seat for a customer with a disability, the elderly or a pregnant woman. A customer with a disability occupying a priority seat is not required to move for another customer with a disability. In this situation, use of the seats is on a first-come, first-served basis.

Seats with blue fabric are designated priority seats.
Decals also indicate where priority seating is located. It is generally located near the entrance of vehicles.

No, you are not required or expected to leave a transit vehicle in order to make room for a person with a disability.

Customers using mobility devices should board the vehicle first.

Please remember that customers in the Priority Seating area may have a disability that is not easily recognized by others and they may not be comfortable discussing it in public.

Priority seating may also be used by the elderly or pregnant women.

Operators will not intervene in this circumstance. However, a transit enforcement officer may issue a ticket under TTC By-law No. 1.
Persons who do not comply with priority seating signs may be subject to penalties under the By-law and liable for a fine of up to $235.00, plus applicable charges as provided for in the Provincial Offences Act.

If you feel comfortable doing so, politely remind the customers seated in the Priority Seating area of its intended use and ask that they make room for you. You may also ask the operator for assistance.

No. Public transit is first-come, first-served.
Other customers who have paid a fare are not expected to vacate the bus to make room for other customers.
If you are not comfortable completing your trip without a seat, please wait for the next vehicle.

Priority seating is seating that is meant to be used by customers using wheelchairs or other mobility devices, or used by customers with disabilities, the elderly or pregnant women, as noted in the decals posted above the seating. It is located in designated areas on all accessible TTC vehicles.

To reactivate an inactive permanent account, please contact Wheel-Trans Customer Service at 416-393-4111 or by email at wtcs@ttc.ca.

Persons who believe they qualify for Wheel-Trans service should complete and sign the application. To ensure a fast and seamless application process, be sure to complete the application in full. Incomplete forms may be returned to the applicant for completion.

Complete the Wheel-Trans eligibility application and submit it prior to your surgery. You will be granted temporary eligibility depending on your specific circumstance.

Section C should be completed by a regulated/licensed health care professional. The list of TTC approved health care professionals includes: Physician, Psychiatrist, Physiotherapist, Optometrist, Audiologist, Psychologist, Chiropractor, Occupational Therapist, Speech Language Pathologist, Registered Nurse or regulated/licensed MSW (Master of Social Work). A complete list is also on the application form.

TTC Wheel-Trans provides a safe and reliable transportation option for persons with disabilities to travel with freedom and dignity. Applicants may be eligible for Wheel-Trans service if their disability prevents them from using TTC’s conventional transit for all or part of their trip. Disabilities may be permanent and/or temporary and are those identified in the Ontario Human Rights Code including, but not limited to physical, sensory, cognitive and mental health disabilities.
If your disability presents a barrier to taking conventional transit some or all of the time, then you may wish to submit an application form.

TTC is committed to providing a fair and objective eligibility process for all our applicants. To ensure we correctly match our transit services to your abilities, you may be requested to attend a functional assessment, in apition to submitting an application, to learn more about your abilities in performing activities related to travelling on transit. Your category of eligibility will be based on the information provided in your application and the results of a functional assessment (if required).

A functional assessment is a specific standardized evaluation that is administered by a registered occupational therapist. The functional assessment could be related to a physical, cognitive, sensory or mental health disability or a combination of disabilities. The results of the functional assessment will be sent to TTC staff and will determine whether you are eligible for service and the category of eligibility, i.e. conditional, unconditional or temporary.

If your application is complete, and you do not require a functional assessment, an eligibility decision will be made in 14 days or less.

No. If you are registered for a specialized transit service in your city we will provide you with up to thirty (30) days of service. If you require service beyond thirty days you will have to apply for service like any other customer.

TTC will be focusing on new customers for the next few months; your current level of service will not change. TTC will need to recertify all current customers in the future to ensure the AODA eligibility criteria is applied consistently to all customers. How and when recertification will take place is still being planned. You will be notified in advance, if you require recertification.

TTC offers three levels of Wheel-Trans eligibility in accordance with the AODA:

• Unconditional service means that you have a disability that always prevents you from using TTC’s conventional service. You will always have Wheel-Trans door-to-door service available for your transportation needs.

• Conditional service means that you have a disability that limits your ability to consistently use TTC conventional transit. You may be able to use conventional transit for all or part of your trip, but may also qualify for door-to-door service under specific circumstances (e.g., weather, travel to a non-accessible location).

• Temporary service means you have a temporary disability that prevents you from using conventional TTC transit and you require Wheel-Trans service for some or all of your trip for a defined period of time. (e.g., knee or hip replacement, eye surgery).

If you have had a sudden and unforeseen circumstance, where you need immediate Wheel-Trans service as a result of an emergency, please contact Wheel-Trans at WTEligibility@ttc.ca or by calling 416-393-4111. Please note that planned surgeries do not constitute an emergency.

Family of Services describes the bundle of transportation services that are available to TTC Wheel-Trans customers. The Family of Services that are currently available includes both specialized door-to-door transit and conventional transit services such as accessible bus, subway and streetcars.

TTC has begun planning a travel training program to our customers in order to promote independence and freedom of travel. It is anticipated that a program will be developed and implemented as the Family of Services expands.

The TTC is obligated to assess all applicants and determine the correct category of eligibility based on individual abilities. We strive to provide a fair and objective eligibility process resulting in the best level of service for you. However, should you disagree with the eligibility decision; you may wish to request an independent appeal to have the decision reviewed.

You can download a copy of the appeal form from the TTC website or the form can be sent to you – either via email or mail. Submit the appeal form and any relevant supporting documentation to TTC within thirty (30) calendar days from the date of the eligibility decision letter by one of the following methods:

• By mail: 580 Commissioners Street, Toronto, Ontario, M4M 1A7

• Email: WTElibility@TTC.ca

• Fax to: 416-338-0126

If you have not attended a functional assessment, we will call you to schedule an appointment. If the results of the functional assessment supports your appeal request, then there are no further steps for you to take, your eligibility will be updated on our system. If the functional assessment supports the original eligibility decision made by TTC staff, and you still believe that it does not accurately capture your ability, we will set up an appointment for you to meet with the Wheel-Trans Eligibility Appeals Panel. The appeals panel is made up of three (3) individuals, an occupational therapist, a transit expert, and a member of the community that has a disability. The panel will review all of your documentation, ask you specific questions and give you the opportunity to explain to them why you feel the original decision did not accurately capture your ability to use conventional TTC service. The panel will then make a decision that will support your position, uphold the original eligibility decision, or change your eligibility giving more or less access to Wheel-Trans. The decision of the appeals panel is final.

TTC is committed to providing a fair and objective eligibility process for all our applicants. To ensure we correctly match our transit services to your abilities, you may be requested to attend a functional assessment, in apition to submitting an application, to learn more about your abilities in performing activities related to travelling on transit. Your category of eligibility will be based on the information provided in your application and the results of a functional assessment (if required).

A functional assessment is a specific standardized evaluation that is administered by a registered occupational therapist. The functional assessment could be related to a physical, cognitive, sensory or mental health disability or a combination of disabilities. The results of the functional assessment will be sent to TTC staff and will determine whether you are eligible for service and the category of eligibility, i.e. conditional, unconditional or temporary.

The applicant is responsible for any costs that their health care professional may charge. We understand that medical professionals may be expensive, and we have included a variety of other health care professionals in hopes that they may be more affordable.

Section C should be completed by a regulated/licensed health care professional. The list of TTC approved health care professionals includes: Physician, Psychiatrist, Physiotherapist, Optometrist, Audiologist, Psychologist, Chiropractor, Occupational Therapist, Speech Language Pathologist, Registered Nurse or regulated/licensed MSW (Master of Social Work). A complete list is also on the application form.

Persons who believe they qualify for Wheel-Trans service should complete and sign the application. To ensure a fast and seamless application process, be sure to complete the application in full. Incomplete forms may be returned to the applicant for completion.

TTC Wheel-Trans provides a safe and reliable transportation option for persons with disabilities to travel with freedom and dignity. Applicants may be eligible for Wheel-Trans service if their disability prevents them from using TTC’s conventional transit for all or part of their trip. Disabilities may be permanent and/or temporary and are those identified in the Ontario Human Rights Code including, but not limited to physical, sensory, cognitive and mental health disabilities.

If your disability presents a barrier to taking conventional transit some or all of the time, then you may wish to submit an application form.

If your application is complete, and you do not require a functional assessment, an eligibility decision will be made in 14 days or less.

Any questions regarding the card should be directed to the TTC Customer Service Centre. They can be contacted by calling 416-393-3030.

TTC offers three levels of Wheel-Trans eligibility in accordance with the AODA:

• Unconditional service means that you have a disability that always prevents you from using TTC's conventional service. You will always have Wheel-Trans door-to-door service available for your transportation needs.

• Conditional service means that you have a disability that limits your ability to consistently use TTC conventional transit. You may be able to use conventional transit for all or part of your trip, but may also qualify for door-to-door service under specific circumstances (e.g., weather, travel to a non-accessible location).

• Temporary service means you have a temporary disability that prevents you from using conventional TTC transit and you require Wheel-Trans service for some or all of your trip for a defined period of time. (e.g., knee or hip replacement, eye surgery)

Complete the Wheel-Trans eligibility application and submit it prior to your surgery. You will be granted temporary eligibility depending on your specific circumstance.

If you have had a supen and unforeseen circumstance, where you need immediate Wheel-Trans service as a result of an emergency, please contact Wheel-Trans at WTEligibility@ttc.ca or by calling 416-393-4111. Please note that planned surgeries do not constitute an emergency.

We are working on creating new application and appeal processes. More information will follow.

Family of Services will benefit all our customers by increasing our capacity to schedule trips and improving our ability to deliver those trips reliably. Should your eligibility status be deemed conditional, we will be customizing your trips using a combination of Wheel-Trans and other accessible TTC modes (e.g. subway or bus) to get you to your destination based on your individual abilities.

If you are a current Wheel-Trans customer, it is unlikely that you would not have some level of eligibility. However, if after your eligibility assessment, it is determined that you are no longer eligible for Wheel-Trans service, the TTC’s conventional transit services, i.e. accessible buses, subway trains and streetcars, will still be available to you. If it is determined that you now qualify for Conditional eligibility, then you will still have access to Wheel-Trans when a barrier limits your ability to use conventional transit services.

Wheel-Trans does not charge for the application process. However, the new application may require your physician to complete part of the form and he/she may charge for this.

We will be running a pilot of the Family of Services model shortly using volunteers. After we incorporate comments and suggestions for improvement from our pilot program customers, we will begin to roll out the service to customers with conditional eligibility.

We want to be sure that the service is always available for those customers where Wheel-Trans is their only option for part or all of their journey. We also want to ensure that the trip we provide best meets the needs for each customer’s booking.The re-certification process enables us to register all customers using the same new criteria and book their trips making use of all available services.

For example, some people may see an improvement in their health condition that no longer requires them to be restricted to the door-to-door service. During re-certification, it may be deemed that they are Conditional and can use a mixture of door-to-door plus conventional transit service.

Wheel-Trans is developing a program for any customer wishing to build confidence in using the TTC’s extensive bus, streetcar and subway network. More information will follow.

In the meantime, should you wish to try the conventional transit system, we have a Handbook for Accessible Travel ;that provides information to help you use the conventional transit system.

If you are a current customer you will be re-registered using the new eligibility criteria. Wheel-Trans will contact all of its registered customers when the time is appropriate to support them through the re-registration process. We don't anticipate starting this process until 2017, and it will take several years to complete.

All existing Wheel-Trans customers will need to be re-registered. Right now, we are focused on updating the application and assessment processes for new customers eligible for Wheel-Trans service.

You can get your photo taken at Bathurst Station. Alternatively, applicants may mail in the application with one (1) colour passport photo. Further details are provided on the application form.

The TTC is obligated to assess all applicants and determine the correct category of eligibility based on individual abilities. We strive to provide a fair and objective eligibility process resulting in the best level of service for you. However, should you disagree with the eligibility decision; you may wish to request an independent appeal to have the decision reviewed.

You can download a copy of the appeal form from the TTC website or the form can be sent to you – either via email or mail. Submit the appeal form and any relevant supporting documentation to TTC within ninety (90) calendar days from the date of the eligibility decision letter by one of the following methods:

• By mail: 580 Commissioners Street, Toronto, Ontario, M4M 1A7

• Email: WTEligibility@ttc.ca

• Fax to: 416-338-0126

If you have not attended a functional assessment, we will call you to schedule an appointment. If the results of the functional assessment supports your appeal request, then there are no further steps for you to take, your eligibility will be updated on our system. If the functional assessment supports the original eligibility decision made by TTC staff, and you still believe that it does not accurately capture your ability, we will set up an appointment for you to meet with the Wheel-Trans Eligibility Appeals Panel. The appeals panel is made up of three (3) individuals, an occupational therapist, a transit expert, and a member of the community that has a disability. The panel will review all of your documentation, ask you specific questions and give you the opportunity to explain to them why you feel the original decision did not accurately capture your ability to use conventional TTC service. The panel will then make a decision that will support your position, uphold the original eligibility decision, or change your eligibility giving more or less access to Wheel-Trans. The decision of the appeals panel is final.

A violation occurs only if you late-cancel or no-show after you have used all of your eight Life Happens Points in one calendar month. However, you are not at risk of service suspension until you have violated the policy for the second time in a twelve month period.

• 1st occurrence – customer receives a letter

• 2nd occurrence – seven-day service suspension

• 3rd occurrence – 14-day service suspension

• 4th occurrence – 30-day service suspension

• 5th and subsequent occurrences – 60-day service suspension

No, TTC and the other transit properties in the GTHA have signed an agreement to honor each other’s eligibility decisions to make it easier for our customers. All you need to do is contact Wheel-Trans Customer Service to request your profile be shared with another transit agency and we will share your information when requested by another transit agency at time of booking and they will honour your eligibility.