Mobility Service

Scheduling a ride

Dispatch hours

Monday – Friday: 7 a.m. – 9:45 p.m.
Saturdays: 8 a.m. – 9:45 p.m.
Sundays: 10 a.m. – 6 p.m.
519-822-1811 extension 2801
TTY 519-837-5731

Scheduling a ride

Booking requests may be made seven days in advance, and up to three hours before the end of service on the day before the preferred day of travel. Same day service is subject to availability. Please note that trips are booked in the order in which they are received, and are on a first call, first schedule basis. The passenger must speak directly with a dispatcher to schedule a new trip, or modify a pre-booked trip.

Drivers provide assistance from a street-level-door-to-a-street-level-door, but will not enter a building past the second set of doors or assist passengers with stairs if there is more than one stair at the pick-up or drop-off location. Attendants and companions can accompany passengers on Mobility Services if additional assistance is required. Please view the fares section for information on attendants and companions.

The following information is required when booking a trip on Mobility Services:

• Name and registration number.
• Date of required transportation. 
• Pick-up address.
• Drop-off address. Please confirm that the drop-off location is accessible prior to scheduling a ride.
• Preferred arrival time.
• Return trip information, if required. Please plan adequate time between appointments.
• Attendant or companion information. Please view the fares section for information regarding attendant and companion fares. 
• What mobility device (if any) will be used.
• If a service animal will be used.

Passengers should be ready and waiting at the accessible door (e.g. lobby of apartment building or medical facility 10 minutes prior to the scheduled pick-up time). Please note that the Mobility Services vehicle can be delayed as a result of traffic and road conditions.

Passengers are asked to contact Mobility Services dispatch office immediately, and either speak with a dispatcher or leave a message on the voicemail, if they will be delayed arriving at their pick-up location. Drivers will wait up to a maximum of three minutes past the scheduled departure time before leaving.

Cancellations

If a passengers needs to cancel a ride, they must contact the Mobility Services dispatch office immediately, and no later than one hour prior to the scheduled trip time. Cancellations can be left on the Mobility Services dispatch voicemail. When calling to cancel service, please have the following information available:

• Name and Mobility Registration number;
• The scheduled date for service;
• The scheduled pick-up time; and
• Return trip information, if this is also being cancelled.

Penalty for no-show

A “no-show” is when a passenger is not at the pick-up location at the scheduled time, or a passenger no longer wants the ride but has not called Mobility Services dispatch office to cancel. Please note that associated return trips are automatically cancelled.

Mobility Services will place a note on a passenger’s file indicating that they have failed to show up for a scheduled pick-up. A letter will be mailed to the passenger and a $5 fee will be invoiced to the passenger for any subsequent “no-shows”.

Specialized bookings

Mobility Services also allows for specialized bookings for passengers with regular transportation needs as a subscription booking, and for groups wishing to book service for multiple passengers.

Subscription bookings

A subscription booking is a permanently scheduled ride for a medical appointment only. The day of the week, time, pick-up and drop-off location must remain consistent. Passengers can contact Mobility Services dispatch to arrange for a subscription booking.

Group bookings

Mobility Services prioritizes service for individual registered passengers, with service on a first call, first schedule basis. Organizations wishing to arrange transportation for group activities may contact Mobility Services to inquire if service is available for their preferred booking date and time. A minimum of two weeks notice must be provided, and service is not guaranteed.
Please note that Guelph Transit can assist with the coordination of a charter service, which guarantees dedicated service for a pre-planned group booking. There is an hourly fee associated with booking this type of service on a mobility or conventional bus. A minimum of two weeks’ notice is also required when booking a charter service. Please contact Guelph Transit’s administration office at 519-822-1811, or email transit@guelph.ca for more information.

Eligibility and application forms

Eligibility

To be eligible for Mobility Services, applicants must meet one of the following criteria:

• be physically unable to climb/descend steps of a conventional transit vehicle; or
• be physically unable to walk a distance of 175 metres.

This person may be eligible for Mobility Services on a temporary basis if they have a temporary disability (i.e. fractured limbs). Mobility Services is also available during winter months (November 15-March 15) if an individual is:

• Blind or has partial vision; or
• is unable to walk 175 metres as a result of weather conditions (ice, extreme cold, snow).

To register for Mobility Services, applicants are required to complete an application form. Applications can be faxed to 519-822-5549 or mailed to Guelph Transit Mobility Services, 170 Watson Road South, Guelph, ON N1L 1C1. Applications will be reviewed on a monthly basis. 

If an applicant is approved for service, a letter will be mailed to the address on file, which provides them their registration number, along with an information package providing details on Mobility Services.

If an applicant is denied service, a letter detailing the reason for denial and the options for available to them to apply will be mailed to the address on file.

Visitors

A visitor to Guelph may register with Guelph Transit Mobility Services for a maximum of four months. Prior to booking a trip with Guelph Transit Mobility Services, a visitor must provide proof of eligibility to another specialized transit service, such as:

• A note from a physician;
• A copy of their approved application from their current specialized transit services provider; or
• A letter confirming current registration from their current specialized transit services provider.

Once this information is provided to Mobility Services, it may take up to 48 hours to process the approval for service and issue a temporary registration number. Applicants can contact Mobility Services directly to inquire as to their application status. Approval notification will also be mailed to the address on file, which provides them their registration number, along with an information package providing details on Mobility Services.

Collection and use of information

Personal information, as defined by the Municipal Freedom of Information and Protection of Privacy Act (MFIPPA) is collected under the authority of the Municipal Act, 2001, and in accordance with the provisions of MFIPPA. Personal information on this form will be used for the purpose of determining eligibility for the Mobility door-to-door service as to ensure the adequate resources are provided at the time of service. For more information regarding the Mobility program and your eligibility please contact the Supervisor of Mobility, at 519-822-1811 extension 2461 or mobility.transit@guelph.ca

If you have questions about this collection; use, and disclosure of this information, contact the City of Guelph’s Access, Privacy and Records Specialist at 519-822-1260 extension 2349 or privacy@guelph.ca.

Fares

View Guelph Transit’s current fare structure.

Fare programs

Guelph Transit’s conventional fare structure was extended to Mobility Service passengers in January 2012. All fare programs will also be valid for use on Guelph Transit Mobility Services. This means that registered Mobility Services passengers, who are also registered with the Canadian National Institute for the Blind (CNIB), hold a Guelph Transit Veterans Pass, or are under five years of age, ride for free.

Mobility Services passengers can also apply for the Affordable Bus Pass Program and use this monthly pass on Mobility Services.

The City of Guelph’s Personal Assistant for Leisure Access (PAL) Card is also valid fare on Mobility Services. The PAL card is issued to the person with the disability and allows him or her to be accompanied by a friend, relative, support worker, etc., as their support person who participates as an attendant at no additional cost.

Attendants and companions

If a passenger cannot be left safely unattended on the vehicle and/or at their drop off location, they must be accompanied by an Attendant. A friend or relative who wishes to travel with a Mobility Services passenger, may do so provided a seat is available when the booking is made. Attendants and companions must pay the appropriate fare and must be able to board the vehicle without assistance from the driver.

Service vehicles and mobility devices

Mobility Services vehicles

Each mobility services vehicle is equipped with seat belts and wheelchair restraint systems. For the safety of all our passengers, passengers must wear seat belts and use the passenger restraint systems provided.

Mobility Services vehicles are able to accommodate wheelchairs and scooters that are no wider than 86.36 centimetres (34 inches) and no longer than 101.6 centimetres (40 inches). Our vehicles will not be able to accommodate anything larger. Wheelchair lift/ramps can accommodate a maximum of 273 kilograms (600 pounds). Therefore the combined weight of the passenger and wheelchair/scooter must not exceed 273 kilograms (600 pounds).

Taxi vehicles

Mobility Services will, at times, use a taxi to assist us in the delivery of our service. Mobility Services will notify passengers if their service will be provided by a taxi service, rather than by a Mobility Services vehicle. If a passenger schedules service directly with the taxi, the passenger will be responsible for paying the full cost of the fare as shown on the taxi metre.

Mobility devices

Wheelchairs and scooters must be in good condition. To ensure the safety of the driver and of all passengers, Mobility Services will not provide transportation to passengers using wheelchairs or scooters that are not in good condition.

Please note that 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.

Rules and Guidelines

Guelph Transit is committed to upholding all aspects of the Ontario Human Rights Code

Guelph Transit serves a multi-racial, multi-cultural and multi-linguistic city that encompasses people from every religion, race, and place of origin. Guelph Transit will ensure that every person receives equal treatment in receipt of its services without discrimination due to race, religion, place of origin, age, sex, sexual orientation, disability, or marital or family status.

Guelph Transit recognizes and values the diversity of its riders and employees by striving to show everyone the respect they deserve. For more information, please contact Guelph Transit or the Ontario Human Rights Commission.

Rules and regulations

Guelph Transit Operators are responsible for the operation of the bus and administering the rules and regulations that ensure a safe and comfortable ride for all passengers:

• No food or drink is permitted on buses
• No skis, toboggans, snowboards, wagons or bikes are permitted on buses
• No playing radios unless using headphones
• No swearing or use of profane or discriminatory language
• No pets (unless in a small pet carrier) are permitted on buses. Service Animals are permitted on buses.
• No smoking is permitted on buses or in shelters in accordance with City of Guelph by-laws
• Shoes and shirts must be worn at all times on the bus. Inline skates cannot be worn on the bus.

Service animals

Guide Dogs and Service Animals are permitted on Guelph Transit vehicles. When it is not readily apparent (can’t easily and clearly be seen) that an animal is a Service Animal, a letter from a physician or nurse confirming that the person requires that animal for reasons relating to their disability, must be presented to the driver when boarding a Guelph Transit vehicle. All other animals, not classified as a Guide Dog or Service Animal, must be secured in a small enclosed pet carrier that can fit between the seats.

Transportation of articles

Transportation of bulk items will be at the operator’s discretion. Passengers may bring a maximum of three bags of groceries or three parcels on the bus.  Passengers, or their attendants or companions, may carry groceries and parcels on the van, but the drivers are not required to provide assistance. Firearms, offensive or prohibited weapons, chemicals, toxic substances and flammables are not permitted on Guelph Transit vehicles. Parcels and personal items must be kept clear of the aisles.

taxiSCRIP

Please note that this program is only for registered Mobility Services and registered as requiring the use of a wheelchair or scooter.

About taxiSCRIP

The taxiSCRIP program provides discounted coupons for Red Top Taxi accessible vehicle service provided within city limits of Guelph. To be eligible for taxiSCRIP, a passenger must have a permanent Mobility Services registration number and be registered as requiring the use of a wheelchair or scooter. Passengers may reserve a trip directly with the taxi company.

How to purchase taxiSCRIP

A $40 taxiSCRIP coupon book can be purchased for $20. A maximum of two taxiSCRIP coupon books can be purchased each month. taxiSCRIP coupons do not expire. Books of taxiSCRIP coupons may be purchased at the following locations:

• ServiceGuelph, City Hall, 1 Carden Street
• Guelph Transit’s Administration Office, 170 Watson Road South
• Evergreen Seniors’ Centre
• West End Community Centre