Passenger Charter

The Charter sets out the expectations and responsibilities of TransHelp passengers and employees.

Learn what your responsibilities are as a passenger, and what you can expect.

What passengers can expect

As a passenger, you can expect to:

Be transported safely and travel in a clean and well-maintained vehicle by an operator who practices appropriate personal hygiene.
Be treated with courtesy and respect.
Have your calls answered promptly and courteously.
Be picked up on time within the pick-up window.
Be transported to a safe place if delivery to your original destination is not possible.
Be taken to the first accessible door at your final destination (but not inside).
Expect service that meets the requirements of the Accessibility for Ontarians with Disabilities Act (AODA).

As a passenger, your responsibilities include:

Paying the full fare for the service provided and maintaining a positive account balance.
Wearing a seatbelt at all times.
Being courteous and considerate of other passengers, drivers, and customer service agents.
Practicing appropriate personal hygiene.
Being ready during your pick-up window.
Using paratransit correctly to ensure that the service is available to all.
Using conventional transportation when it's available and accessible.