USER GUIDE Paratransit Service

Transcription

1 USER GUIDE Paratransit Service

2 MY PERSONAL INFORMATION My STL customer no.: My Internet/telephone access code for automated services: My OPUS card no.: (Don't forget to inform the STL's Paratransit Service of any new OPUS card numbers and to register your OPUS card to protect it in case of loss, theft or breakage.) MY VIRTUAL PASS Last cheque sent to the STL on: The latest update of the User Guide may be downloaded from the STL's website ( The User Guide is also available in an alternate format: an audio version on CD or on the Internet. To obtain your copy of the User Guide in an alternate format, just: us at or phone us at

3 Table of Contents 1. At your service Our service Who is eligible for this service? Territories served STL territory AMT territory General information Types of transportation Regular transportation Occasional transportation Institutional transportation Unauthorized transportation Hours of operation Paratransit Service and Reservation Centre Holidays Service disruptions Planning your transportation Reservation, confirmation or cancellation of transportation and reporting that a vehicle is late Information to provide in order to reserve transportation On-call return Changing a reservation Cancelling a reservation No-show Same-day reservation Transportation to repair another wheelchair P A R A T R A N S I T U S E R ' S G U I D E

4 6. Companions Companion on PARATRANSIT network Companion on REGULAR public transit network Fares Cash Paper paratransit tickets VIRTUAL monthly pass Monthly pass on OPUS card How to protect your OPUS card What to do in case of loss, theft or breakage of an OPUS card Where to obtain paper tickets or an OPUS card On-time performance and pick-up On-time performance and confirmation of reservation Late arrival of vehicle When the driver arrives The driver's assistance Accessibility of locations Eligibility card Your responsibilities Boarding Mobility aid Use of a 4-wheeled scooter Seatbelt Safe transportation of children Animals Guide dog or service dog Pets Luggage and shopping bags P A R A T R A N S I T U S E R ' S G U I D E

5 10. Additional information Conduct aboard vehicles Transportation time In case of an accident Your file Updating your file Moving? Means of transportation Visitors Tips Lost belongings Transportation outside STL territory (metropolitan trips) How to register With or without a transfer? Fares Direct transportation Transportation with a transfer Time between an outbound trip and return transportation On-call return Group outings Complaints, comments and penalties How to reach us back cover P A R A T R A N S I T U S E R ' S G U I D E

6 Reservation Centre Transportation within Laval Metropolitan transportation Reservation deadlines Regular transportation Occasional transportation From 3 weeks to 3 days in advance 3 days in advance, and up until 5 p.m. the day before the trip 3 days in advance For Central Montréal*: 3 days in advance, and up until 5 p.m. the day before the trip For the entire AMT territory, except for Central Montréal*: 3 days in advance Time between outbound and return transportation 1 hour 2 hours, except for Central Montréal* 1 hour for Central Montréal* On-call return Authorized Not authorized, except for Central Montréal* *For operational purposes, the transportation destinations served within the territory between Pie IX and Décarie boulevards are referred to, in this guide, as being in "Central Montréal".

7 AT YOUR SERVICE 1 At the Société de transport de Laval, our everyday objective is a very simple one: to provide you with the best possible transportation experience. We have prepared this User Guide so you can travel worry-free, with confidence. On the following pages, you will find all the information you need to use paratransit service and to plan your trips. This Guide is for you. Read it over carefully.you will quickly note that it is a handy travel companion. Imagine how far we can go together. P A R A T R A N S I T U S E R ' S G U I D E 1

8 2 OUR SERVICE The STL offers door-to-door paratransit service, upon reservation. It is a public paratransit service, requiring rigorous planning, taking all passengers' needs into consideration. To provide everyone with efficient, effective service, the STL strategically combines its passengers' trips on routes of its fleet of taxis, accessible taxis and mini-buses to serve paratransit users, and it counts on each and every user to be on time. 2.1 Who is eligible for this service? Paratransit service is for the disabled whose disability severely impairs their mobility. To benefit from this service, you must meet the eligibility requirements defined by the Ministère destransports du Québec (MTQ) in its Paratransit Eligibility Policy, which is available on the websites of the MTQ and STL: (Click on General Public, then on Public Transportation, then on Paratransit and lastly on Eligibility for Paratransit.) (Click on Paratransit Service, then on Eligibility.) To obtain paratransit application forms, go to (click on Paratransit Service, then on Eligibility) or phone P A R A T R A N S I T U S E R ' S G U I D E

9 TERRITORIES SERVED STL territory The territory served by the STL is Ville de Laval. 3.2 AMT territory Integrated paratransit service enables you to travel throughout the territory of the Agence métropolitaine de transport (AMT). Trips within this territory, excluding the STL's territory, are called "metropolitan trips". See Section 11 for further details on metropolitan trips. PLEASE NOTE Particularly for the Central Montréal zone, (between Pie IX and Décarie boulevards) please note that the departure times for the inbound and outbound trips are mostly pre-scheduled and differ depending on whether you travel on a weekday or on the weekend.to find out what these schedules are, please contact our Reservation Centre at For any other destinations on AMT territory, the schedules are planned according to demand. P A R A T R A N S I T U S E R ' S G U I D E 3

10 4 GENERAL INFORMATION 4.1 Types of transportation Regular transportation This involves repetitive transportation at fixed times and locations, any day of the week. In order to reserve regular transportation, you must make the request by phone to an agent at the Reservation Centre, at least three (3) days beforehand, and at least three (3) weeks in advance for transportation to a destination in great demand, such as a school, a day camp or a centre for structured activities, so that we can plan properly Occasional transportation This involves non-regular transportation for a specific day. You may make a reservation for any day of the week, either by phone, in speaking to an agent at our Reservation Centre, or on the Internet. A reservation for occasional transportation for the following day must be made before 5 p.m. the day before. However, occasional transportation can t be reserved more than three (3) days in advance. These time limits apply to trips made on Laval territory. We encourage you to consult Section 11 to find out the reservation time limits for metropolitan trips. 4 P A R A T R A N S I T U S E R ' S G U I D E

11 4.1.3 Institutional transportation Transportation between two establishments within the health network Unauthorized transportation Paratransit service is solely for people making individual trips. Transportation for groups, institutions or schools is not authorized. 4.2 Hours of operation Paratransit Service and Reservation Centre Paratransit service and the agents at the Reservation Centre are available at the following times of day: Start of service End of service Monday Thursday 6:30 a.m. 11 p.m. Friday 6:30 a.m. Midnight Saturday 8 a.m. Midnight Sunday 8 a.m. 11 p.m. P A R A T R A N S I T U S E R ' S G U I D E 5

12 4.3 Holidays On statutory holidays, and between Christmas and New Year's (December 27-30), regular transportation is automatically cancelled. If you want to keep your regular transportation arrangements for one of these days, you must inform the Reservation Centre. You may also reserve occasional transportation on a holiday or between Christmas and New Year's (December 27-30). Service on holidays is provided according to the Saturday schedule (8 a.m. midnight). Between Christmas and New Year's (December 27-30), the regular schedule is in effect. The statutory holidays are: December 24 (the day before Christmas) December 25 (Christmas) December 26 (Boxing Day) December 31 (the day before New Year's) January 1 (New Year's Day) January 2 (the day after New Year's) Good Friday (variable date) Easter (variable date) Easter Monday (variable date) The Monday before May 25 (Journée nationale des patriotes) June 24 (Québec holiday) July 1 (Canada Day) First Monday in September (Labour Day) Second Monday in October (Thanksgiving Day) 6 P A R A T R A N S I T U S E R ' S G U I D E

13 4.4 Service disruptions In order to protect our transit users, paratransit service may be temporarily interrupted when weather conditions or other situations disrupt traffic or jeopardize road safety. Service might be disrupted, for instance, in the event of a snowstorm or ice storm. At the time of a service disruption, the STL makes an announcement to this effect on the Reservation Centre line ( ) as well as on the Home page of its website. In cases of fortuitous events, such information is broadcast on major radio and television stations as well. You may also receive notices of service disruptions by . To register on our mailing list, us your request at: transportadapte@stl.laval.qc.ca. Given the volume of calls to be handled, the Reservation Centre unfortunately can't personally communicate with each customer in case of a disruption in service. If the service disruption occurs after you have been transported to your destination, we will do our utmost to provide you with return transportation within a reasonable amount of time. P A R A T R A N S I T U S E R ' S G U I D E 7

14 5 PLANNING YOUR TRANSPORTATION 5.1 Reservation, confirmation or cancellation of transportation and reporting that a vehicle is late Your requests are handled 7 days a week, according to the schedule indicated in Section 4.2. You have two options in planning your transportation: either phone us or use our website. 8 P A R A T R A N S I T U S E R ' S G U I D E

15 Contact the Reservation Centre BY PHONE 450 ON THE INTERNET Enter your customer number and your access code in the appropriate boxes. Your customer number is marked on your eligibility card. Your access code is made up of the month and year of your date of birth. For example, if you were born in February 1965, your access code will be 0265.You may customize your access code by phoning us at Using our automated services on the Internet, you can carry out the following operations: 1. Reserve occasional (non-regular) transportation. 2. Find out the details of a trip (addresses, time frame, etc.) 3. Confirm a time frame. 4. Cancel a trip. Please note that the automated services on the Internet can't be used to reserve a regular or occasional trip whose destination is outside Laval territory. P A R A T R A N S I T U S E R ' S G U I D E 9

16 5.2 Information to provide in order to reserve transportation In order to make it easier to handle your reservations, please provide us with the following information: 1. Your customer number and, if you use the automated services by phone or Internet, your access code as well 2. The type of transportation you want (regular or occasional) 3. The date of the occasional transportation OR the day of regular transportation, with the starting and ending dates of this service 4. The exact addresses of the following locations: Departure: the place where you want us to pick you up for your outbound trip Destination: the place where you want us to drop you off on this outbound trip Return: the place to where you're returning, if it's different from your point of departure 5. The time you want the vehicle to arrive at your destination, and the access door the driver should use 6. The time you want a driver to come and pick you up for your return 7. The mobility aid you will be using during your trip (wheelchair, walker, etc.) 8. Whether you will be: travelling with a companion and what method of payment that companion will use travelling with a guide dog or service dog bringing along a second wheelchair 9. The method of payment you will be using to pay for your trip (cash, paper ticket, virtual monthly pass or OPUS card) Please note that: 1. The desired time of arrival at your destination is the time at the door to the building. Arrange to arrive sooner if it takes you time to get from the door of the building to the location of your appointment. 2. For public places, the STL determines what access door to use. 3. Allow for at least 60 minutes between your outbound trip and your return. This time may be shortened to 30 minutes if resources are available. 10 P A R A T R A N S I T U S E R ' S G U I D E

17 5.3 On-call return Normally, you arrange the time of your return when you reserve your outbound trip. However, if you are unable to do so, due to special circumstances for example, in the case of a medical appointment, a court appearance or a repair to your wheelchair your return will be handled on an on-call basis. You will then have to contact one of our agents at our Reservation Centre as soon as you are ready to be picked up. When you take advantage of this "on-call return" service, you must allow for a reasonable amount of time for a vehicle to be free to come and pick you up. It should be noted that the driver will pick you up at the same address where he left you off on your outbound trip. 5.4 Changing a reservation To change a reservation, you must contact one of our agents at our Reservation Centre, before 5 p.m. the day before your trip. A request to make a change to your transportation arrangements on the same day as your trip may be considered, if we receive it at least two hours before the departure time of your outbound trip. In such a case, we agree to change the time or destination of a reservation under the following conditions: if there is an empty seat in a vehicle and if your change fits into a vehicle's planned route. If we are unable to comply with your request for a change, you will have the option of keeping your initial reservation or cancelling it. Please note A driver CANNOT modify a reservation. Only our agents at our Reservation Centre can authorize a change in time or destination, and they do so conscientiously, taking all users' needs into account. 5.5 Cancelling a reservation If you have to cancel any transportation arrangements, please let us know as quickly as possible, even if you can do so only a few minutes before the scheduled arrival time of the vehicle, or after that time if the vehicle hasn't yet come to the pick-up point. In this way, we will be able to avoid needless trips and let other customers benefit from any seats that become available at the time of such cancellations. P A R A T R A N S I T U S E R ' S G U I D E 11

18 Since the return trip is handled separately at the time of a transportation reservation, a cancellation of one doesn't result in the cancellation of the other. Remember to cancel both the outbound trip and the return if the entire transportation reservation is no longer required. 5.6 No-show If you are not at the arranged pick-up point for your outbound trip, your return trip is automatically cancelled. To keep your reservation for your return trip, you MUST notify an agent at our Reservation Centre within 30 minutes following the scheduled departure time for the outbound trip. If you are not at the arranged pick-up point for your return trip and if you contact the Reservation Centre to request another time for that return trip, your request will be handled according to seat availability at the time of your call and might be refused. Customers who are declared a no-show several times or who make frequent cancellations may be subject to restrictive measures with regard to their transportation. 5.7 Same-day reservation We accept last-minute reservations solely in the case of transportation for urgent medical reasons and provided that there is an empty seat in a vehicle. The transportation is then provided to a medical clinic or hospital near your point of departure. However, please note that paratransit drivers are not qualified to administer emergency pre-hospital care. You should use ambulance services if your condition requires immediate care. 5.8 Transportation to repair another wheelchair The STL always gives priority to transporting passengers; nevertheless, subject to the availability of seats aboard a vehicle, you will be able to bring an empty wheelchair to have it repaired. Upon making your reservation, you must mention that you want to bring this second wheelchair with you. In addition, no wheelchairs may be transported unless the passenger makes the trip as well. 12 P A R A T R A N S I T U S E R ' S G U I D E

19 COMPANIONS Companion on PARATRANSIT network You may travel with a companion if you have been pre-authorized to do so by the STL s eligibility committee. In that case, when making your reservation, you must mention that you will be travelling with a companion, so that the driver is informed accordingly. If you fail to do so, the driver will not be allowed to let your companion board the STL vehicle. Aside from certain exceptions, your companion must pay his or her own fare, in keeping with the STL s fare structure. Only one companion may assist you and this person must get on and off at the same location as you do. We encourage your companion to inform the driver of any information likely to improve your comfort and safety. In addition, your companion must make sure that your condition is such that everyone aboard can travel safely. For the protection of all transit users, anyone who is aggressive or uncooperative won't be allowed to board a vehicle. 6.2 Companion on a REGULAR public transit network If you are able to use our regular public transit network when you have a companion, please note that your companion is entitled to travel for free when you show your paratransit eligibility card.this card must be issued by the STL or by an organization recognized by the STL. P A R A T R A N S I T U S E R ' S G U I D E 13

20 7 FARES Paratransit fares are the same as the STL's regular fares. Transportation provided by the STL outside Ville de Laval territory is double the price, however. You have four methods of payment to choose from: cash, paper tickets, a virtual monthly pass or a monthly pass on an OPUS card. CASH Exact change billets Transport adapté Tarif ordinaire Vérifier le Billet valide sur le réseau du nombre transport adapté de la STL seulement. de billets Sujet aux règlements en vigueur. à l achat. Non remboursable. PAPER PARATRANSIT TICKETS Valid only on the paratransit network VIRTUAL MONTHLY PASS Valid only on the paratransit network; see Section 7.3 for further details. MONTHLY PASS ON OPUS CARD Please note that tickets for the regular network that are downloaded on the OPUS card aren't valid on the paratransit network. Valid on regular and paratransit networks Protect your card against loss, theft or breakage! See Section 7.4 to find out how. 14 P A R A T R A N S I T U S E R ' S G U I D E

21 7.1 Cash If you're paying cash, you must pay the exact fare, as the driver doesn't give change. 7.2 Paper paratransit tickets The tickets are valid only on the paratransit network. You may obtain paper tickets at one of our points of sale, as indicated on our website (at & fares/points of sale). 7.3 VIRTUAL monthly pass If you use ONLY paratransit service and you travel on a regular basis, a virtual monthly pass is your wisest choice. With a virtual pass, you travel without ever showing proof of valid fare. You pay your monthly pass by mailing a cheque to the STL. As soon as we receive the cheque, we make a note on your file that your payment has been made in full for that month and we notify the drivers not to ask you for any fare when boarding. In this way, you benefit from all the advantages of a monthly pass, without having to go anywhere to get one and without worrying that you might forget or lose it or have it stolen. Here is the procedure for obtaining a virtual monthly pass: Prepare a cheque for the current price of the pass and dated on the first day of the month for which you want a pass. Make the cheque payable to the Société de transport de Laval. Write your name, file number and full address on the front of the cheque. Mail the cheque to the address below by the 22nd of the month: Société de transport de Laval Service de transport adapté 2250, avenue Francis-Hughes, Laval (Québec) H7S 2C3. P A R A T R A N S I T U S E R ' S G U I D E 15

22 To make it easier for yourself, you may send us a series of cheques to pay for a number of months of passes at a time. In this case, each cheque must be dated on the first day of each month for which you want a pass. If you change your mind and no longer want a monthly pass after you have sent us your cheque, phone the Paratransit Service before the 1st of the month of that pass, at to let us know. Your cheque will be destroyed or returned to you, whichever you prefer. 7.4 Monthly pass on OPUS card You must load the OPUS card either at a metropolitan ticket office or at one of our points of sale. See Section 7.5 to find out how to get information on our points of sale. You must show your OPUS card as you board, each time you travel, in order to be allowed to benefit from such transportation. However, you don't have to show your OPUS card when you pay your fare with tickets or with a virtual pass How to protect your OPUS card You can protect your OPUS card against loss, theft or breakage by asking that it be REGISTERED. Just fill out the special registration form and return it to us. By registering your OPUS card, you will be able to have us restore the valid fares it contained at the time of the incident. To obtain the form, phone the Paratransit Service at or go to our website at (click on Paratransit Service and then on How to protect your OPUS card). You may fax us the duly completed form to or send it to us by mail, at the address below: Société de transport de Laval Service de transport adapté 2250, avenue Francis-Hughes, Laval (Québec) H7S 2C3 Please note that this information must be sent to us in writing, as a signature is required. 16 P A R A T R A N S I T U S E R ' S G U I D E

23 7.4.2 What to do in case of loss, theft or breakage of an OPUS card If you have registered your OPUS card, go to the metropolitan ticket office in your area, along with photo ID. Upon payment of the current replacement charges for an OPUS card, the lost, stolen or broken card will be deactivated and you will be issued a new card with the valid fares that the old one contained. PLEASE NOTE: Remember to inform the Paratransit Service of the number of your new OPUS card, by phoning Where to obtain paper tickets or an OPUS card You may obtain a booklet of paper tickets or an OPUS card from one of our authorized agents or at a metropolitan ticket office. To find out the point of sale nearest your home: Check our website at (click on Services & fares and then on Points of sale). or Phone the STL's Customer Contact Centre at or Phone the Paratransit Service at P A R A T R A N S I T U S E R ' S G U I D E 17

24 8 ON-TIME PERFORMANCE AND PICK-UP 8.1 On-time performance and confirmation of reservation When you reserve transportation, we confirm your pick-up, within a 30-minute time frame, for both your outbound and return trips. A vehicle may therefore come to pick you up at any time between the start and end of that time frame. You must be ready to board the vehicle from the very start of that time frame, in order to avoid any delays and inconveniences for you and the other transit users. Unless an incident occurs that is beyond our control (unforeseen detour, snowstorm, etc.), we agree to honour the time frame we have confirmed with you. It may happen, however, that when you make your reservation, we can't give you confirmation of a time frame, particularly in the case of a destination outside Laval or to a location in great demand. In such cases, an agent from the Reservation Centre will phone you back later to confirm the time frames of your pick-up for your outbound and return trips. You will also be able to obtain confirmation of the time frames by contacting the Reservation Centre by phone or by using our automated service on the Internet. To find out how to use our automated services, refer to Section 5.1. In order to efficiently handle all transportation requests, we might have to change the time frames even after they are confirmed. In such situations, an agent from the Reservation Centre will notify you of any changes. In this case, as well, you can also obtain this information through our automated services. PLEASE NOTE: Once you obtain confirmation of the time frames for regular transportation, take care to make a written note of the following information: the starting and ending dates of this service the 30-minute time frames we have specified the locations where you will be picked up and left off 18 P A R A T R A N S I T U S E R ' S G U I D E

25 8.2 Late arrival of vehicle If the confirmed time frame has passed and no vehicle has come to pick you up, contact an agent at our Reservation Centre to report the late arrival of a vehicle. An agent will take appropriate action to check into the matter and will quickly inform you about the situation. After reporting the late arrival of the vehicle, go back, as soon as you can, to the agreed upon location for your pick-up. If the driver gets there in the meantime, he will then be informed to wait for you. 8.3 When the driver arrives When you leave from your home, the driver generally lets you know he has arrived by ringing your doorbell; however, if you live in an apartment building, please wait in the lobby. When your point of departure is at a public location, the driver will go to the lobby and call your name. In order to ensure fast service and prevent misunderstandings, the STL has fixed locations for its transit users to board and get off its vehicles at certain public places and shopping centres. You will be informed of these places at the time of your reservation. 8.4 The driver's assistance The driver helps you as you board and get off his vehicle. You may count on him to help you: go to or from the vehicle and the door of your point of departure and destination get into and out of the vehicle store your mobility aid in the trunk of the vehicle cross the threshold of the door of your point of departure and destination P A R A T R A N S I T U S E R ' S G U I D E 19

26 Please note that the driver doesn't have authorization to take an elevator or stairway to go and get you or to take you to your floor. Nor is he authorized to wait for you or change your reservation. If you use a wheelchair and you take a taxi, you must be able to go in and out of it alone or with minimum assistance, from your wheelchair to the seat of the vehicle. If you can't manage to do so, please notify the Paratransit Service so that this restriction is marked on your file. In addition, at the point of departure and destination, the driver unfortunately will not be able to help you cross a threshold that has more than one step if you are in a wheelchair and there is no access ramp. You will have to do so alone or with the assistance of someone other than the driver. 8.5 Accessibility of locations The points of departure and destination must be accessible and their access ramp must be safe. If an access ramp is considered to be unsafe, your transportation may be cancelled. If need be, we might ask you to have the necessary corrective measures taken so that this ramp meets the safety requirements. During the winter, make sure that before the driver arrives, the snow and ice are removed from the places where you will be getting into and out of the vehicle. If they aren't and if this can't be done in a timely manner, you must cancel your transportation as soon as possible so that the driver doesn't waste his time going there for nothing. If the driver feels that the area between the vehicle and the door to the building is not properly cleared, he may cancel your transportation unless you can make your way along there on your own. 8.6 Eligibility card For security and validation purposes, you must show your paratransit eligibility card, upon request, or show satisfactory ID on all your trips. 20 P A R A T R A N S I T U S E R ' S G U I D E

27 YOUR RESPONSIBILITIES 9 In order to ensure the safety of its transit users aboard or near its vehicles, the STL asks you to follow certain rules of prevention and to adopt proper behaviour during your transportation. The user, or the user's companion, has the responsibility of asking the driver for his assistance, if necessary, as well as informing him of any precaution required due to your condition and the particularities of the access to the places where you will be boarding and getting off. 9.1 Boarding Once you arrive at your destination, make sure you get the required assistance from the access door of the building to the place where you are going. 9.2 Mobility aid Please take the following precautions with regard to your mobility aid: Make sure it is clean and in good working order. Make sure its dimensions are not greater than those of the platform lift: 1372 mm (54 inches) long by 83 mm (33 inches) wide. Make sure the weight of the mobility aid, combined with your own weight, isn't over 363 kg (800 lbs). Be careful... Bags hung on wheelchairs and 4-wheeled scooters take up more space and may interfere with handling on the platform lift. Please note that flags and other similar accessories are not allowed on mobility aids. P A R A T R A N S I T U S E R ' S G U I D E 21

28 9.3 Use of a 4-wheeled scooter If you use a 4-wheeled scooter, we suggest that you: travel outside rush hours check whether it has any anchor points so that it can be secured to the floor of the vehicle use another technical aid available to you or on the premises (e.g., at a hospital) arrange your return time in advance, instead of on an on-call basis, in order to avoid too long a wait It is preferable that you board the vehicle using the steps. If you are unable to do so, you may stay in your scooter when it is raised by means of the platform lift; however, once inside the vehicle, you MUST sit on the seat of the vehicle. 9.4 Seatbelt You must wear a seatbelt for all your transportation aboard paratransit vehicles. If you can't fasten it yourself, it is the driver's duty to do so for you. If you refuse to use the seatbelt, your transportation will immediately be cancelled. This obligation will be waived only for people with a certificate of exemption from wearing a seatbelt.this certificate is issued by the Société de l assurance automobile du Québec. They nevertheless must have sent a copy of this certificate, beforehand, to the STL's Paratransit Service. In a minibus, a seatbelt MUST be worn across the chest when being transported with a wheelchair. If you don't have your own seatbelt, you will have to accept the one we give you. If you refuse to use the seatbelt, your transportation will immediately be cancelled. 22 P A R A T R A N S I T U S E R ' S G U I D E

29 9.5 Safe transportation of children As stipulated in the Highway Safety Code, all children under 63 cm tall, when seated and travelling in a road vehicle other than a taxi, must sit in a seat adapted to their height and weight. Parents therefore can't travel with a child on their lap. If you are travelling with your child, it is your responsibility to provide the appropriate seat for that child. This seat will be secured to the vehicle by the driver; however, you will have to place your child in that seat yourself. If you can't do so, you will have to count on someone else at your point of departure and destination. You may travel with your child age 13 or under, if you have been authorized by the STL's eligibility committee. 9.6 Animals Guide dog or service dog If you use Paratransit Service with a guide dog or service dog, please mention this when submitting your application for eligibility. Having a dog with you does not prevent you from having a companion as well. In a minibus, as in a taxi, your dog must always wear its harness Pets Your pet must be in a closed cage or in a carrying bag if it is travelling with you. In addition, it must stay on your lap throughout the entire trip. P A R A T R A N S I T U S E R ' S G U I D E 23

30 9.7 Luggage and shopping bags Luggage and shopping bags are allowed aboard provided that the driver doesn't need to handle them and that they don't interfere in any way with a transit user's transportation or mobility aid. A driver may refuse transportation if he considers the luggage or shopping bags in question don't meet these two conditions. You must always make sure that your luggage and bags don't hinder the other passengers getting into and off a minibus or taxi, and that these items are well-secured or kept on your lap. Shopping carts are not allowed on vehicles. Have you considered using a delivery service for your groceries and other purchases? 24 P A R A T R A N S I T U S E R ' S G U I D E

31 ADDITIONAL INFORMATION Conduct aboard vehicles Courtesy and respect are a must aboard paratransit vehicles, both among transit users and between these users and the driver. We therefore ask all transit users to adopt proper conduct, to be sober and to have acceptable personal hygiene. It is prohibited to smoke, drink or eat aboard vehicles as well as engage in any activities that may be detrimental to the health or safety of the other transit users Transportation time The transportation time for paratransit service is comparable to that on a regular bus, if you exclude the time spent getting on and off the vehicle. The total transportation time, however, is subject to the variable road and weather conditions or to any other situation beyond our control In case of an accident In case of an accident during your transportation, the STL will do its utmost to contact your close relations. If you get injured while travelling with the STL, you must: 1. inform the driver. 2. consult a doctor. 3. phone the Customer Contact Centre ( ) to report the incident. 4. contact the Société de l assurance automobile du Québec to open a file. P A R A T R A N S I T U S E R ' S G U I D E 25

32 10.4 YOUR FILE Updating your file Please inform the Paratransit Service ( ) of any change to your file occurring after your registration. Among other details, don't forget to inform us of any changes made to: your address your telephone number your functional limitations your mobility aid The faster you inform us of this essential information, the better we will be able to provide you with quality services Moving? When you move, let us know in advance what your new address will be and when it will take effect, so that we can reprogram your future transportation accordingly. If your new address is outside Laval, we will be able to transfer your file to the appropriate paratransit service upon written request from you. For further details in this regard, phone us at or write to us at 10.5 Means of transportation The choice of means of transportation (taxi, accessible taxi or minibus) is up to the STL, which takes into account the limitations of its transit users and the resources available. 26 P A R A T R A N S I T U S E R ' S G U I D E

33 Guide TA ang:mise en page 1 12/05/10 14:29 Page Visitors Depending on the seats available, the STL may be able to accommodate a visiting transit user, if that person is registered for paratransit service elsewhere in Québec Tips Paratransit is a public service; tips are not required Lost belongings Contact the Reservation Centre (at ), which will advise you on what to do to try and find what you have lost. There may be charges for this service. PA R AT R A N S I T U S E R ' S G U I D E 27

34 11 TRANSPORTATION OUTSIDE STL TERRITORY (METROPOLITAN TRIPS) To better meet the needs of paratransit users, the Agence métropolitaine de transport (AMT) offers integrated paratransit service so that you can travel throughout its territory, which includes Laval, Montréal, Longueuil and the northern and southern off-island suburbs of Montréal (see Section 3 or the AMT's website at adapté).the STL, STM, RTL and other paratransit organizations take part in the service by providing transportation with their fleet of minibuses and taxis. Please note that your request for a metropolitan trip (i.e., transportation outside STL territory) might be refused due to a lack of resources or budget. For operational purposes, the transportation destinations served within the territory between Pie IX and Décarie boulevards are referred to as being in "Central Montréal" in this guide How to register You are automatically registered for the service as soon as you make your first request for a metropolitan trip. For trips on the island of Montréal, the reservation time limits described in Sections and apply. We advise you, however, to reserve hours in advance, especially if your trip is to the tip of the island of Montréal. For all other metropolitan trips, elsewhere on AMT territory, expect a hour time limit, as your trip may involve a transfer to another carrier. We advise you to plan your metropolitan trips outside rush hours. PLEASE NOTE: In order for us to process your first request for transportation outside STL territory, you must send us, beforehand, the duly completed personal information consent form, which will enable us to plan your transportation with the other transit authorities, if need be. To obtain this form, 28 P A R A T R A N S I T U S E R ' S G U I D E

35 phone the Paratransit Service at or go to our website at and click on Paratransit service, and then on Territories served With or without a transfer? When you travel outside its territory, the STL can either provide you with such transportation itself or call upon another transit authority to do so. Your transportation may therefore include a transfer. In that case, the STL will transport you up to a transfer point that it will identify beforehand, and from there, a second transit authority (the RTL or the STM, for example) will take you to your destination. Moreover, since transportation on the regular network is more and more accessible, this might be taken into consideration in planning your trips Fares Transportation outside STL territory is double the price Direct transportation You may pay your fare with: a monthly TRAM pass for zones 3-8 (depending on the territory) on an OPUS card an STL monthly pass (virtual or OPUS card) PLUS an additional cash payment or a paratransit paper ticket a cash payment of double the STL's cash fare two paper tickets for the STL's paratransit service Transportation with a transfer You may pay your fare with: a monthly TRAM pass for zones 3-8 (depending on the territory) on an OPUS card a monthly local pass valid on each of the networks used cash payment to each transit authority, according to the current fare on each network two tickets one valid on the STL's paratransit network and the other on the network of the second transit authority, if applicable or otherwise in cash P A R A T R A N S I T U S E R ' S G U I D E 29

36 11.4 Time between an outbound trip and return transportation Considering the time it takes for a metropolitan trip, the time spent at your destination between your outbound trip and your return transportation must be two hours or more (but only one hour for the downtown area of Montréal).We can occasionally authorize having a driver pick you up sooner for your return trip if resources are available. Just as for your other transportation, the driver cannot wait for you at your destination On-call return On-call returns are not authorized for metropolitan trips, except for returns from downtown Montréal Group outings Group outings are not authorized for transportation outside STL territory. 30 P A R A T R A N S I T U S E R ' S G U I D E

37 COMPLAINTS, COMMENTS AND PENALTIES 12 Complaints and comments Your comments are important to us. They are the main source of information we use to make our services better. By informing us of any situation that you consider inappropriate or unusual, you help us make your transportation experience more pleasant. Don't hesitate to give us your suggestions and inform us of your concerns, either by phone at or by at Your input helps us improve and in no way interferes with the quality of service that you are entitled to receive. Penalties Repetitive abuses that go against the rules described in this guide may result in restrictive measures, and even cancellation of a transit user's transportation. Because we understand that exceptional circumstances do occasionally occur, we carefully analyse each situation before imposing any restrictions. P A R A T R A N S I T U S E R ' S G U I D E 31

38 Notes 32 P A R A T R A N S I T U S E R ' S G U I D E

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40 HOW TO REACH US Reservation Centre: For reservations, cancellations or confirmation of transportation and to report a vehicle that's late. Complaints and comments: (Monday Friday, 6:30 a.m. 8 p.m.; Saturdays, Sundays and holidays, 8 a.m. 6 p.m.) Information, eligibility and updating files: You have information to give us and the telephone isn't the most practical method for you? You may do so: By fax: By mail: By Société de transport de Laval Service de transport adapté 2250, avenue Francis-Hughes Laval (Québec) H7S 2C3 transportadapte@stl.laval.qc.ca The rules on using paratransit service, as specified in this User Guide, may be changed without notice. The STL wishes to thank ALTA for its collaboration in updating this guide. Produced and published by: Société de transport de Laval (STL), April 2010