This procedure addresses the Accessible Transportation Standards requirements of Ontario Regulation 191/11 for the Integrated Accessibility Standards Regulation under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA).
This procedure applies to municipal goods, services and facilities, including conventional, specialized transit services and taxicabs, to members of the public provided by Town Council and town employees as well as by volunteers, agents, contractors (personnel) or any individual representing or performing any function on behalf of the town.
The requirements set out in this procedure are being implemented by the town in accordance with the standards and timelines established in the AODA.
In addition to its corporate accessibility plan, the town shall develop a plan for its conventional and specialized transit services. The plan shall outline measures to identify, remove and prevent barriers to persons with disabilities and be reviewed through an annual public meeting including persons with disabilities. The plan will also describe the process for:
Transportation-specific accessibility training will be provided to employees and volunteers and include:
The town shall keep a record of the training in accordance with the Integrated Accessibility Standards Regulation.
The town shall:
The town shall provide current information on the accessibility features of its conventional and specialized vehicles, routes and services, and shall make this information available in an accessible format, upon request.
Reasonable steps shall be taken to accommodate persons with disabilities if the accessibility equipment on a vehicle is not functioning and an equivalent service cannot be provided. The equipment shall be repaired as soon as practicable.
Persons with disabilities using conventional transit services shall not pay a higher fare than persons without disabilities. The town will ensure the same pay structure and payment options will be available for both conventional and specialized transit services.
There shall be no charge for a support person accompanying a person with a disability.
The town shall:
The following services shall be offered and information related to these services shall be available in an accessible format, upon request:
Mobility aids and mobility assistive devices shall be safely stored within reach of the person with the disability. No fees shall be charged for the storage of an aid or device.
Clearly marked priority seating for persons with disabilities shall be provided in close proximity to the front entrance and be clearly marked as intended for people with disabilities.
Where a route or service is temporarily changed and the change is known in advance, alternative arrangements for accessible transportation will be made. Information on alternative arrangements shall be communicated in a manner that takes into account the person’s disability.
Electronic pre-boarding announcements of routes, direction, destination or next stop shall be provided. Upon request, verbal pre-boarding announcements shall be available.
Electronic announcements of all destination points or available route stops on which the vehicle is being operated shall be provided. All destination points shall be legibly and visually displayed through electronic means.
All town transportation vehicles shall meet the technical requirements for features such as grab bars, safe, non slip surfaces and steps, storage for mobility aids, stop-requests and emergency response controls, suitable lighting and signage, indicators and alarms for mobility aids such as lifts, etc. as prescribed by the regulation.
Persons with disabilities must register with Oakville Transit to be provided specialized transportation service. In addition, the following requirements for specialized transportation shall be met:
There will be three (3) categories of eligibility for specialized services:
Unconditional - A person with a disability that prevents them from using conventional transportation services shall be categorized as having unconditional eligibility
Temporary - A person with a temporary disability that prevents them from using conventional transportation services shall be categorized as having temporary eligibility
Conditional - A person with a disability where environmental or physical barriers limit their ability to consistently use conventional transportation services shall be categorized as having conditional eligibility
Eligibility may be granted for emergency uses or on compassionate grounds. A process will be established for use of specialized services by visitors. Personal information collected for the purposes of determining eligibility in this section shall be collected under the authority of the Municipal Act.
An independent appeal process shall be available; appeals are to be made within 30 calendar days of the decision, in accordance with the appeal process. All decisions on appeals will be made within 30 calendar days after receiving the completed appeal applications. All information relating to an eligibility application, including the decisions, will be provided in an accessible format, upon request.
Personal information collected for the purposes of determining eligibility in this section shall be collected under the authority of the Municipal Act.
Origin to destination services shall be provided within the town’s service area and will take the abilities of the customer into consideration.
The town will facilitate coordination of services with neighbouring municipalities/specialized providers.
The town shall ensure specialized transit service operates for the same hours and days as the conventional transit service.
The town shall:
Disruptions and delays shall be communicated with the customer, prior to trip, using the contact method provided by the user.
By licensing taxicabs, the town shall ensure that owners and operators of taxicabs are:
In addition, the town shall ensure that owners and operators of taxicabs place vehicle registration and identification information on the rear bumper of the taxicab, and that this information be made available, in an accessible format, to persons with disabilities who are passengers.
The town will consult with the public, people with disabilities and the Oakville Accessibility Advisory Committee on the appropriate proportion of on-demand accessible taxicabs, and report on the progress in its multi-year accessibility plan and annual status updates.
Assistive device: a piece of equipment or aid a person with a disability uses to help them with daily living (e.g. a wheelchair, screen reader, hearing aid, cane or walker, an oxygen tank). An assistive device may be provided by the individual or may be provided by the town.
Bus: a motor vehicle designed for carrying 10 or more passengers, and used for the transportation of persons.
Conventional transportation service provider: a designated public sector transportation organization that provides conventional transportation services solely within the Province of Ontario.
Conventional transportation services: any public passenger transportation services on transit buses, motor coaches or rail-based transportation that operate solely within the Province of Ontario and that are provided by a designated public sector transportation organization.
Mobility aid: a device used to facilitate the transport, in a seated posture, of a person with a disability.
Mobility assistive device: a cane, walker, or similar aid.
Specialized transportation service provider: a designated public sector transportation organization that provides specialized transportation services that operate solely within the Province of Ontario.
Specialized transportation services: are public passenger transportation services that:
Support person: in relation to a person with a disability, another person who accompanies him or her in order to help with communication, mobility, personal care or medical needs or with access to goods, services or facilities.
Taxicab: a motor vehicle as defined in the Highway Traffic Act, other than a car pool vehicle, having a seating capacity of not more than six persons, exclusive of the driver, hired for one specific trip for the transportation exclusively of one person or group of persons, one fare or charge only being collected or made for the trip and that is licensed as a taxicab by a municipality.
Procedure Number: MS-ACC-001-005
Parent Policy: MS-ACC-001
Section: Municipal Services
Author: Oakville Transit and Municipal Enforcement Services
Effective Date: 2012 Oct 29
Review by Date: 2021
Last Modified: 2016 Dec 12
Service Disruption Guidelines
Accessibility for Ontarians with Disabilities Act, 2005
Ontario Human Rights Code
Integrated Accessibility Standards Regulation - Ontario Regulation 191/11
Town of Oakville multi-year accessibility plan and annual status updates
Oakville Transit Accessibility Plan
MS-ACC-001-001 Accessible Customer Service Procedure
MS-ACC-001-002 Planning Accessible Meetings Procedure
MS-ACC-001-003 Accessible Employment Procedure
MS-ACC-001-004 Accessible Information and Communications Procedure
MS-ACC-001-006 Design of Public Spaces Procedure
G-COM-001-002 Communications Procedure
G-COM-002 Online Communications Policy
G-COM-002-001 Website Content Procedure
G-COM-002-002 Social Media Guidelines Procedure
G-COM-001 Public Notice and Engagement Policy
HR-MNG-006 Employee Code of Conduct Policy
HR-MNG-008-001 RZone Procedure
Other accessibility standards as enacted