Hagi Community Services fo Independence
Transit Services
Passenger Policies & Guidelines
Hagi Transit Services
Passenger Bill of Rights and Responsibilities
As a passenger, you have the right to:
To a driver who is courteous, polite and respectful
To be transported in a safe manner in a vehicle that is clean and in good mechanical repair
To a reliable door to door service
To a cost effective, affordable service
To have your concerns and opinions heard
To have access to an effective passenger complaint process
As a passenger, you have the responsibility to:
To interact with Transit personnel in a courteous and respectful manner
To ensure that all your equipment is well maintained and you are easily able to be tied down safely and securely
To be ready and waiting for your ride ten minutes prior to your pick up time
To pay as you go, using exact cash fare or van passes
To direct your concerns to management by either calling the booking office or using the online feedback form available at www.hagi.ca
ELIGIBILITY
Our Transit program is not a taxi service, but a shared public transit system.
Other passengers will be picked up and dropped off en route. On occasion you may even go for a scenic tour of our great city. Please be patient as weather, traffic or an emergency can delay us.
1.1 Criteria
There are two categories of service that allow an individual to qualify for Transit Services.
Category One-is any person who cannot walk more that 100 meters (half of a city block) or is unable to climb or descend steps.
Category Two-is any person who is unable to travel alone. Passengers, who qualify for serviceunder this category, must have an individual to meet them at their destination or be accompanied by an assistant. Passengers who are unable to be left alone for any period of time should be accompanied an assistant as there may be brief periods of time when the driver is away from the van to assist other passengers.
1.2 Application
Individuals who meet the eligibility criteria must complete an application form and have their physicians complete the section to verify that they meet the criteria for Transit Services.
1.3 Registration
After the completed application is received and processed. The passenger is notified in writing along with a registration card indicating passenger identification number. This number is to be conveyed to the Dispatcher each time a booking is made. They are also given a copy of passenger service guidelines, outlining steps to booking, canceling and receiving transit services. Processing time for applications is approximately 4 weeks. There is no fee for registration.
1.4 Visitor Service
Persons with disabilities visiting the City of Thunder Bay and are registered with a specialized transit service in their home municipality, may use services on a temporary basis while visiting the city.
2.0 Bookings
2.1 Service and Booking Hours
Transit Service hours of operation are Monday to Friday 7:00 am to 11:00 pm, Saturday and Sunday 10:00 am to 4:00 pm. No service on statutory holidays except Christmas Day.
Booking Office hours are Monday to Friday 7:00 am to 8:00 pm, Saturday and Sunday 10:00 am to 4:00 pm.
Twenty-four hour message center is to be used for cancellations only. Name, dates and time of cancellations can be left on the voice mail
345 0077.
After hour emergency number. There is an after hour emergency contact number available to passengers in the event of an emergency. Passengers are asked to leave a recorded message and an on call Supervisor will endeavour to respond within one hour.
2.2 Booking a Trip
Booking Requirements
Passengers have a maximum of one week in advance to book a trip. The more advance notice given, the higher likelyhood of receiving a desired trip. Trips are subject to availability and there is no guarantee that a requested time will be available.
Passengers, when booking a Transit Services trip are required to give:
1. Name and registration number
2. Day of travel
3. Addresses of pick up and drop off points
4. The desired time of pick up and return. If it is a medical visit, appointment time is to be given
5. Whether they are traveling alone or accompanied.
2.3 Same day Service
Same day service is available Monday to Friday 9:00 am to 5:00 pm. Passengers can call the same day to request a ride and will be informed of next available time. Availability is limited, first come first served. Cost of trip is double that of a regular fare.
2.4 Charter Service
Pre booked charter services are available. An hourly charge will apply as well as a minimum service of three hours.
2.5 Types of Trips
Subscription Bookings
A permanent booking service for passengers who travel on a regular pre determined basis such as work, school or medical facilities that can be automatically scheduled. Subscription passengers have a minimum of five regular trips to and from the same place per week to qualify. The passenger must call in only if the trip must be cancelled.
Subscription bookings are automatically cancelled on statutory holidays with the exception of Dialysis bookings.
Demand Bookings
Bookings are accommodated on a first come, first serve basis. Occasional/Casual trips accommodated based on availability and may be booked up to one week in advance.
Group Bookings
Any organization wanting to arrange transportation for a group can do so by calling the booking office. When booking the number of people traveling; including those that are ambulatory and those using wheelchairs will be required. Group bookings are accommodated based on availability and may be booked up to two weeks in advance. Cancellations must be received a minimum of twenty four hours in advance.
3.0 Cancellations
3.1 Cancellation Policy
Given the high demand for the service, it is crucial that passengers cancel any trips they do not require as soon as possible. A trip cancelled on short notice cannot be offered to another passenger and becomes a lost opportunity for service.
Late Cancellation. A late cancellation is defined, as a scheduled trip not cancelled at least four hours before the scheduled pick up time. A late cancellation fee will be applied.
No Show. A no show is defined as a passenger not being at the pre booked location time when the driver arrives. A Now Show fee will be applied.
3.2 Administration of Late Cancellations
Step 1.
Any passenger canceling in excess of fifty percent of pre booked trips within a three-month period will be sent a letter of information. The intent of the letter is to inform the passenger that a continued high rate of late cancellations affects service standards and is a misuse of Transit Service. A continued high cancellation rate will result in a cancellation fee being applied. The passenger is advised that their record must improve. They are also invited to respond to the first notice.
Step 2.
Should a passenger's record of late cancellations not improve in the month following the first notice letter, a second letter will be sent advising that any further record of late cancellations will effect suspension of the passengers' registration. Late cancellation fees will be applied and must be paid before service can resume. Passengers are invited to discuss this notice with administration.
Step 3.
Should a passenger's record of late cancellations not improve in the month following the second notice letter, a notice advising them that service will be suspended immediately. Passengers who have had their services suspended will have the right to appeal the suspension by submitting a request in writing be given to the Transit Service Standing Committee for consideration.
3.3 Administration of No shows
Step 1.
Any passenger with at least four no shows recorded within any one-month period will be sent a letter advising that continued no shows is considered a misuse of Transit service and the situation must improve. Passengers are invited to respond to a first notice.
Step 2.
Should any passengers record of no shows not improve in the month following the first notice letter, a second letter will be sent advising that the no show record has not improved and continued no shows will result in suspended services. Passengers are invited to discuss this notice with administration.
Step 3.
Should a passenger's record of no shows not improve in the month following the second notice letter, a notice advising them that service will be suspended immediately. Passengers who have had their services suspended will have the right to appeal the suspension by submitting a request in writing to the Transit Service Standing Committee for consideration.
3.4 Administration of Subscription Trip Cancellations
Step 1.
Any passenger with a consistently high record of subscriptive trip cancellations within any three-month period will be sent a letter of information. The intent of the letter is to inform the passenger that a continued high rate of subscription trip cancellation affects service standards and is considered a misuse of Transit services. Passengers are advised that the situation must be improved and are invited to respond to the first notice.
Step 2.
Should any passenger continue to cancel the subscription trips at a high rate in the month following the first notice letter, they will be notified that the subscribing trip has been permanently cancelled.
3.5 Exclusions/Extenuating circumstances
Any late trip cancellations or passenger no shows due to unusual circumstances will not be considered when determining whether a passenger has exceeded the provision of the policy.
4.0 Fares
4.1 Pay as you go Policy
Transit Services has a pay as you go policy. Passengers must present either exact cash fare or a van pass before being assisted onto vehicle. Failure to do so will result in ride refusal and being levied a no show fee.
4.2 Passenger Accompaniment
Assistants or companions that accompany passengers are required to pay regular fare.
4.3 Van Passes
Van passes can be purchased from drivers or by visiting Hagi offices at 1201 Jasper Dr. during office hours.
4.4 Taxi Scrip Program
Transit Services offers to their registered passengers a taxi scrip program. This program allows improved travel opportunities through city wide subsidized taxi service. Passengers simply purchase Taxi Scrip coupons at a reduced cost from the Hagi office and book service directly with participating taxi companies therefore saving dollars for your transportation needs. Taxi Scrip users must make arrangement for photo identification at the Hagi office.
5.0 Passenger Responsibilities
5.1 Pick up Time
Passengers are responsible for confirming their pick up times and to be ready ten minutes prior to the pick up time.
5.2 Equipment Standard
Wheelchairs are to be well maintained and meet the following standards:
1. Have functioning brakes
2. Motorized wheelchairs need variable speed control and brakes capable of stopping within ten inches
3. All wheelchairs require locations for tie downs
4. No flags or other projections on wheelchairs
5.3 Clear Access to Home
Passengers are responsible for ensuring that drivers have clear access to home and that it be free of snow and debris. Passengers are to ensure that the entrances where they are picked up and dropped off are accessible to a wheelchair. Drivers will only assist a passenger using a manual wheelchair with a maximum of two steps, provided that the driver assesses the assistance to be safe.
5.4 Carry On
Passengers riding on Hagi's Transit services are allowed to carry on the vehicle, as may articles as the individual can carry at one time. Drivers are required to assist with a maximum of two bags. Passengers using mobility aids i.e. wheelchairs, scooters may carry on them as many articles as does not impede the safe and proper use of the QStraint system.
5.5 Passenger Code of Conduct
Hagi Transit Services is a shared ride transportation service; accordingly all passengers are expected to conduct themselves in a manner respectful of other passengers; the driver and the safe delivery of service.
Passenger behavior that is disruptive to the delivery of the service and/or other passengers will not be tolerated; this includes but is not limited tovandalism, inappropriate language, general rowdiness and /or personal interference with other passengers and/or the driver.
The driver reserves the right to refuse transport if a passenger behavior is disruptive.
5.6 Personal Hygiene
Passengers traveling on Hagi's Transit Services are expected to maintain normal standard of hygiene. Drivers reserve the right to refuse transport to passengers who wear soiled clothing that results in odors that may be offensive.
6.0 Passenger Safety
6.1 Wheelchair/Scooter QStraint System
Hagi Transit Services are committed to passenger safety. Passengers that use wheelchair/scooters are required to use the securement and passenger Q-straint system that complies with Standards. Passengers who utilize seats are required to use seat-belts; failure to abide will make passenger ineligible to ride.
Children weighing less than 23 kilograms are to be secured in seats using an approved child car seat, to be supplied by passenger.
6.2 Procedure fo Passenger Not Being Met by Assistant
Hagi Transit Services and other passengers/agencies are considered partners in implementing the mission of Transit services, with each having a complimentary role to play. It is essential to the proper operation of this relationship that each partner understands and respects the needs of the other.
With this mutual understanding, a passenger who requires support at a drop-off site must be met by the appropriate support (agency, family, and friend). If either party does not show consistency to meet the passenger at the designate site, the parties must be notified of these occurrences within twenty-four hours, then, if deemed necessary, services are discontinued until arrangements have been made to correct the situation. It will be the driver's responsibility to immediately inform the dispatch on non-compliance.
Procedure
1. When booking rides for passengers who require assistants, all support parties should be listed with call numbers.
2. When confirming rides each party should be notified of exact ride times
3. If the passenger is not met by assistants the following procedure will be followed:
- Driver will contact dispatch, who will in turn, attempt to contact assistant(s).
- If unsuccessful, the driver will receive direction from dispatcher on whether to do the following:
- Wait an additional 10 minutes
- Return with passenger to pick up point, or
- Depending on time availability, take the passenger to another location such as the supporting agency
- Leave passenger, if instructed by supporting agency.
- Dispatcher will complete a written incident report to be given to Transit Co ordinator for follow up.
- Transit Co ordinator will follow up by notifying the support provider of the incident. After two occurrences within a twelve month period, an official warning will be issued. After the third incident service will only be provided with the condition that the passenger travel with an assistant at all times.
- If alternate trips are to be made, additional fare will be charged.Passengers wishing to have the condition that they travel with an assistant reconsidered may submit a written request to the Transit Service Standing Committee at any time.
6.3 Smoking
Smoking on vans is strictly prohibited.
6.4 Pets on Vans
Passengers can be accompanied by assistive animals if required. Documentation is required to confirm that the animal is an assistive/service animal. This information is to be completed on the registration form for new passengers or submitted to the office for existing passengers. The passenger is responsible for the control of the animal during transportation, and to and from, the vehicle. Special requests for transportation of other small animals may be considered as long as they are contained in a kennel.
7.0 Passenger Complaints/Appeals
7.1 Complaint Process
Hagi Community Services for Independence, Transit Services is committed to providing a quality service to its passengers.
Passengers and concerned citizens providing feedback contribute to improving services and must not, in any way, fear repercussion or loss of their right to transportation.
Passengers/Concerned citizens have a variety of avenues to voice complaints:
- Call the office and provide the details of your concerns.
- The dispatcher will record information and if necessary with provide a copy of the occurrence to the Transit Co ordinator.
- The Transit Co ordinator will follow up and if necessary obtain more detailed information from all parties. The complainant will be notified of the complaint resolution procedure.
- A resolution will be reviewed with the director of community services before proceeding.
- Concerned citizens/passengers may also access our feedback form on our web page www.hagi.ca
7.2 Appeals Process Any passenger/applicant wishing to appeal a decision may do so by submitting itin writing to the Transit Service Standing Committee within thirty days ofnotification.
