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| Answering Machine | The Dispatch answering machine takes messages after office hours. You may use the answering machine for cancellations. NO BOOKINGS will be accepted on the answering machine. |
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| Application
Forms | The application form is attached in Acrobat PDF format (download and print). Printed forms are available from the drivers or the Guelph Transit office. Please complete the top portion of the form only and have your physician complete the lower portion. Applications must be returned to the Mobility Service office. Forms will be reviewed by a committee on a monthly basis. |
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| Attendants and Escorts | Riders who cannot be left safely unattended on the vehicle and/or at their drop off location, must be accompanied by an Attendant. A friend or relative who wishes to travel with you may do so provided a seat is available when the booking is made. Attendants and escorts will pay the regular cash fare and must be able to board the vehicle without assistance from the driver. |
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| Bookings | Subscription Bookings: a subscription booking is a permanently scheduled ride where the day of the week, time, pick-up location and destination ALL REMAIN THE SAME. Group Bookings: Any organization wanting to arrange transportation for group activities must designate one contact person who is responsible for making the original booking, as well as, informing Mobility Service and the group passengers of any changes. The contact person must have all registration numbers at time of booking. If you are part of a group outing, direct any questions or changes to the contact person for your group. |
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| Booking Hours | Monday to Friday, 8 am - 7:30 pm (after hours leave cancellations on the answering machine) Call: (519) 822-1811 (#1 on a touch tone phone), TTY (519) 837-5731. Bookings may be made up to seven (7) days in advance and must be made at least 24 hours in advance. Trips are provided on a first come-first call basis. | 4 | Have all information ready, including your name, complete addresses for both your pick-up and drop off locations, date and time of your trip and registration number, before you call to book your ride. | | 4 | Please try to arrange your apppointments during our slower times as it will be easier for us to accommodate you: 9:30am -11:30pm and 1:30pm - 2:45pm. | | 4 | You must book your return ride at the same time as you book your pick-up. If you are not sure how long your appointment will take, call ahead to find out. | |
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| Cancellations | All cancellations are your responsibility. When you find that you have to cancel a ride, call the office IMMEDIATELY (must be at least one hour before your trip time). The trip you cancel may be used for other passengers. Have the date and time of trip. Call if you will be late for your return trip. After hours, weekdays, and on weekends, you may leave a message on the Dispatch answering machine at (519) 822-1811, ext. 1. |
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| Eligibility | The Mobility Service is a service for physically challenged persons regardless of age who, due to a mobility impairment are: - unable to climb or descend steps;
- unable to walk a distance of 175 metres;
- unable to use the conventional transit.
Individuals who are elderly, visually impaired, have epilepsy or a mental or developmental disability may be eligible for our service only if they have a physical disability which prevents them from using public transit vehicles. This is an Ontario Ministry of Transportation regulation. |
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| Fares | All passengers and their attendants are required to pay a fare to Mobility Drivers or Taxi Drivers at the time of each ride. The fare may be paid in cash (exact fare, $2.00) or tickets (10 tickets for $17.00). Tickets can be purchased from the driver or at various ticket outlets throughout the city. Companions may ride for the same fare. Drivers are not required to carry change. |
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| Groceries and Parcels | When you are travelling with the Mobility Service, you and/or your attendant may carry groceries and parcels on the van. The drivers are not required to assist with packages. |
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| No-Shows | A “no-show” is when a passenger is not at the scheduled pick-up location at the scheduled time or a passenger no longer wants the ride but has not called Dispatch to cancel. “No shows” cause inconvenience to other passengers and deny other customers from using the service. A letter will be sent to passengers following a “no show”. Your return trip is automatically cancelled when your pick-up is a “no-show”. You will be charged $5.00 for any additional “no shows” following your first warning to cover the cost of the pick-up. Cancel at least one hour before your pickup time so your trip will not be a “no-show”. |
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| Out-of-town Transportation | The Mobility Service may be chartered for transportation outside of Guelph, depending on the availability of vehicles. For more information contact Guelph Transit Services at (519)822-1811, TTY (519) 837-5731. |
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| Pick-up Policies | Plan enough travel time to and from your appointments. | 4 | Be ready 10 minutes in advance of your scheduled pick-up time. Due to unforeseen circumstances, our vans may run up to 10 minutes late after your scheduled pick-up time as we are a shared-ride system and the bus will be picking up other passengers en route. | | 4 | Allow to be on the vehicle for 40 to 55 minutes. | | 4 | Wait for your ride at the accessible door at your pick- up location (for example, the lobby of an apartment building or medical facility). | | 4 | The driver may wait 3 minutes past your time. If you are not ready the driver must leave. | | 4 | When attending medical appointments, inform the receptionist you are using Mobility Service and the time your bus will be returning. | | 4 | Drivers are not required to assist passengers with steps. You may have a companion accompany you for assistance. | |
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| Safety | For the safety of all our passengers, riders must wear seat belts and use the passenger restraint systems provided. If passengers are seat belt exempt, Mobility Service must have doctor’s note on file. |
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| Taxis | The Mobility Service will, at times, use a taxi to assist us in the delivery of our service. All taxi rides must be booked through Mobility Service, please do not contact the taxi company directly. When a taxi arrives please make sure the taxi was sent for you. If you contact the taxi companies directly, you will be responsible for paying the full cost of the taxi trip as shown on the taxi metre. |
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| Tickets | Books of 10 red adult bus tickets for $17.00 are available from your driver or at various ticket outlets throughout the city. These tickets can be used on the Mobility Service or the regular Transit Service. No other tickets are accepted on the mobility service. |
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| Transportation Hours | Monday to Saturday 5:45 am to 12:15 am within the city limits of Guelph. Sunday 9:15 a.m. to 6:15 p.m. No holiday service. |
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| Transportation Scooters | In order to protect the safety of all riders, passengers in scooters will be required to transfer from the scooter to a seat in the van. If the scooter cannot be safely loaded and secured, the scooter cannot be transported. |
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| Wheelchairs | Please be sure your wheelchair is no larger than 42" in length and 28" in width. Our ramps will not be able to accommodate anything larger. It is important to ensure that your wheelchair is in good repair, ie. air in tires. |
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