• Provincial review

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).

Passenger responsibilities

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.