Customer Policies
Our customer policies came into effect in 2006 with the formation of Durham Region Transit (DRT). We have updated these policies to ensure that clarity is provided to customers, reflect advancements in technology and the modernization of our service delivery model. The policy updates are consistent with neighbouring transit agencies and furthermore promote the health and safety of customers.
Passenger Code of Conduct |
Respectful behaviour is expected of all customers and DRT employees. Acts of aggression, intimidation, or harassment will not be tolerated. Those who act in such a manner will be asked to leave DRT property, including vehicles. All interaction between customers and DRT employees are subject to an escalation process:
All passengers should be mindful and aware that people with disabilities may be travelling on DRT services. This includes both visible and invisible disabilities. When travelling, all persons shall:
All persons on or about any property owned, leased, occupied or used by DRT, including vehicles, transit stops and shelters, shall at all times:
No person shall enter any property owned, leased, occupied, or used by DRT, including vehicles and buses, being in possession of:
Passengers who are in possession of a knife must always ensure it is safely secured while travelling on a DRT vehicle in the following manner:
Passengers are permitted to take photos and/or record videos for personal use, however, may not be posted on social media, or publicly distributed in any way.
Parents and/or guardians are solely responsible for ensuring their children can independently use the transit system before permitting their child, aged 16 or younger, to travel unattended when using DRT services. If you see something, say something.
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Fares and Transfers |
All customers traveling or attempting to travel on the transit system will pay the appropriate and valid fare: a) Where the amount of the fare charged is disputed, the customer shall pay the amount requested, request a transfer, and communicated with DRT Customer service; b) A customer who refuses to pay the amount of fare requested by a proper authority shall be refused passage Transfers
GO Transit Transfers and Connections
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Bicycles |
DRT operates a fleet of different vehicle types. In order to maintain the safety of our customers and operators, vehicles with bike racks are the only vehicles that can accommodate bicycles. On Demand vehicles cannot accommodate bicycles at this time. Only buses used in scheduled service are equipped with bike racks.
Bicycles are not permitted on board any DRT vehicles. |
Strollers, shopping carts, play buggies and wagons |
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Travelling with Pets and Service Animals |
Dogs, cats, and all other household pets are allowed to travel on DRT vehicles, provided the following conditions are met:
Service Animals are defined as an animal that has received specific training to assist or support a person with a disability. Service Animals are allowed by law, under the Accessibility for Ontarians with Disabilities Act (AODA). Customers with disabilities who are travelling with a Service Animal may be requested to provide documentation of:
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Carry-on Items |
Customers are allowed to travel on DRT with carry-on items if the customer can:
Customers travelling with any large bulky items on On Demand need to inform DRT of their carry-on items at the time of booking. DRT will not store carry-on items in the trunk of On Demand vehicles and items must be manageable by the passenger. DRT vehicles do not have luggage or storage areas. The operator has the right to refuse any carry-on items if they are concerned about the item interfering with the safety of the vehicle or customers. |
Travelling with Mobility Devices |
DRT accommodates the following mobility aids and assistive devices:
All mobility aids and assistive devices must meet Highway Traffic Act (R.R.O. 1990, Reg. 629: ACCESSIBLE VEHICLES) standards, and must be:
If you are travelling with a mobility aid or assistive device on scheduled service, all buses have:
If you are travelling with a mobility aid or assistive device on On Demand, you must notify DRT of the device when booking your trip. If your device is not on the approved list above, please contact DRT Customer Service to determine if your device can be accommodated. Devices that are not allowed on-board DRT vehicles include: bikes, e-bikes, extra-large devices, Segway’s, and any other device that does not meet the above requirements, devices that cannot be safely secured using DRT securement systems or devices that interfere with the safety of DRT operations. |
Travelling with Infants & Children |
Under the Highway Traffic Act, infants & children are those who are either of: younger than 8 years of age, weigh less than 36 kilograms (80 lb), or measure less than 145 cm (4ft 9in) in height. When travelling with infants & children on scheduled service:
When travelling with infants & children on On Demand:
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Policies Specific to On Demand
Travelling with On Demand (and Specialized Transit) |
On Demand service is offered to the public and delivered using smaller vehicles that are booked by the customer. On Demand helps customers connect to DRT scheduled service, or to areas within Durham Region where scheduled service is not available. How it works:
The operator of a On Demand trip will:
The operator of a On Demand trip will not:
Customer expectations for On Demand trips:
Specialized Transit trips are booked by the customer and delivered according to the customers’ needs and abilities. The trip may be delivered through a combination of On Demand and scheduled services consistent with the customers eligibility. The operator of a specialized service trip will:
The operator of a specialized service trip will NOT:
A customer using specialized transit is expected to:
Locations for Specialized service pick up/drop off must meet the following criteria:
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Eligibility for Specialized Transit |
A customer may be eligible for specialized transit if a disability prevents them from using conventional buses for all or part of a trip. Disabilities may be short-term or long-term, and may include physical, cognitive, sensory, or mental health conditions. Having a disability alone does not automatically result in eligibility. Eligibility is based on the functional ability to use scheduled service. Eligibility is assessed on an individual, case-by-case basis, it is not based on:
Eligibility categories: The Accessibility for Ontarians with Disabilities Act (AODA) requires transportation providers to have three (3) categories of eligibility. Through the application process DRT will determine which category matches the functional abilities of a customer.
Mandatory Support Persons may be required if the customer does not have the ability to use travel safely and independently. Appealing Eligibility Decisions DRT provides customers with a mechanism to appeal the eligibility decision should there be a disagreement. The decision can be reviewed upon request. Appeal forms and processes can be found at Registration and forms - Durham Region Transit |
Cancellation & No-Show Policy |
Customers who are booking On Demand or Specialized Transit trips are required to provide reasonable notice when cancelling their trip. This allows DRT to offer the trip to another customer. Trips that are cancelled or result in a no-show, are a wasted resource that negatively impacts DRT’s ability to provide affordable and available public transportation. Cancellations
No-Shows
DRT uses a point system to track no-shows and late-cancellations. Points stay on a customer file for one year. Customers are given the following points for no-shows and late-cancellations:
For round-trip bookings, if a customer cancels or is a no-show the outgoing trip, the return trip will be automatically canceled. Once a customer accumulates 6 points within a 12-month period, the following applies. Actions for On Demand or Specialized Service Trips
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Support Persons |
Customers with disabilities may need help with travelling on DRT. A Support Person is someone who assists the customer with communication, mobility, personal care or medical needs or with access to goods, services or facilities. Support Persons:
Customers travelling on On Demand:
This includes documented and verified risk of:
If a Mandatory Support Person is required, the customer is not able to travel alone. |
Contact Us
For any questions related to the customer guidelines, please contact Durham Region Transit Customer Service at 1-866-247-0055 or fill out a customer comment form.