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 DRT employees and from customers and passengers. 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 persons on or about any property owned, leased, occupied or used by DRT, including vehicles and bus stops, shall at all times:
  • pay a full and valid fare when boarding the DRT vehicle
  • provide proof of payment if requested by a DRT employee or other authority having jurisdiction
  • adhere to the transfer policy
  • vacate a seat in the priority seating area of the bus for persons with disabilities
  • wear shoes, boots, sandals or other similar footwear
  • be fully clothed
  • remain behind the yellow line on the floor while the bus is in service, except for boarding
  • use earphones when operating any radio, recording device, digital music, or audio device, musical instrument or similar device, and that the sound level does not disturb other passengers or DRT employees 

All persons on or about any property owned, leased, occupied or used by DRT, including vehicles and bus stops, are prohibited to:

  • place feet/shoes on seats
  • lay down on seats
  • litter; and shall carry all litter off property
  • smoke or carry a lighted cigar, cigarette, pipe, other tobacco product, or any other lighted smoking equipment or material
  • consume alcohol
  • cause a disturbance with profanity, gestures, fighting, or being offensive
  • conduct themselves in a manner that creates public indecency
  • interfering or obstructing a DRT employee or contractor from performing their duties
  • to use profane, abusive, indecent, foul, insulting or obscene language or behaviours
  • urinate, expectorate or defecate, except in facilities specifically intended for such actions 

No person shall enter any property owned, leased, occupied, or used by DRT, including vehicles and buses, being in possession of:

  • a firearm, air gun, air rifle, pellet gun, pellet rifle, gas charged gun, gas charged rifle, imitation firearm, an offensive weapon or a prohibited weapon; or
  • explosives, pyrotechnical material, flammable material, offensive or toxic material, or any other dangerous thing, object, or material

Passengers who are in possession of a knife must always ensure it is safely secured by the customer while travelling on a DRT vehicle in the following manner:

  • The blade of the knife must be in a sheath
  • The knife must be secured by the PASSENGER; and
  • At no time under any circumstances shall the blade of the knife be exposed while travelling on a DRT vehicle.
  • Paper transfers are free and must be requested from the bus operator when paying a fare by cash or DRT ticket.
  • A transfer is valid for two hours.
  • Passengers paying by cash or tickets must request a transfer from the vehicle operator after paying their fare.
  • Customers using Demand Response (On Demand and Specialized) and transferring to scheduled service must show the On Demand transfer to the bus operator when boarding, and then insert it into the farebox. The operator will then issue a printed transfer.
  • Customers shall not alter paper transfers and must surrender the transfer upon request to an operator or other DRT representative for inspection.
  • Paper transfers shall be maintained in good condition with printed information remaining readable.
  • Paper transfers that are not readable to the vehicle operator are considered invalid and the customer shall pay a fare and a new transfer will be issued.
  • Conventional buses are equipped with bike racks that accommodate two bicycles on a first-come, first-served basis.
  • Electric and pedal powered bicycles that meet the weight and size requirements are permitted to use DRT’s bus bike system:
  • Tire size:
    • minimum 16-inch
    • maximum 29-inch / 700c
  • Weight: maximum 25 kilograms (55 lbs)
  • Loose items on the bicycle, including water bottles, saddlebags, carriers, or any non-permanent fixture, must be removed by the customer before boarding the bus.
  • Customers are solely responsible for loading and unloading their bicycle from the bike rack system. Customers are required to ensure the bike rack is secured after removing their bicycle. Bus operators are prohibited to assist customers with loading or unloading bicycles.
  • Bicycles are not permitted onboard a DRT vehicle.
Travelling with Animals - Scheduled Service

Dogs, cats, and all other household pets are permitted onboard DRT vehicles, provided the dog, cat, or household pet:

  • is on a leash or is transported inside an enclosed, secure pet carrier or other suitable device; and
  • does not create a disturbance or inconvenience to other passengers or DRT employees.
  • A pet stroller which fully secures the animal inside the device is acceptable as a small animal pet transportation crate/carrier on DRT buses.
  • Pet containers, carriers and strollers must be kept clear of the aisle and must not inconvenience or jeopardize the safety of other passengers or DRT employees.
  • Passengers are required to be in care and control of any animal or items brought on board, ensuring they are properly secured.
  • This policy does not apply to a guide dog or service animal, as defined under Ontario Regulation 429/07 of the Accessibility for Ontarians with Disabilities Act, 2005, S.O. 2005, c. 11, provided the guide dog or service animal remains under the care and control of the passenger at all times.
Carry-on Items
  • Passengers are expected to independently manage any items carried onto a DRT vehicle, ensuring that items are stored safely so that the aisles and doorways of the vehicle remain clear and safe at all times.
  • Ice skates, roller blades, scooters, skateboards and other similar devices or equipment are permitted on DRT vehicles. These items must be carried by the passenger and not used on board the vehicle.
  • Ice skates must have skate guards installed or carried in an appropriate carrier.
  • Electric folding scooters are permitted, provided that they are folded and can be carried by the passenger.
  • Skis, snowboards and other large bulky recreational items are permitted on buses, provided there is available space on the bus. Skis and snowboards must be secured within a soft shell or hard shell travel bag and must be carried upright. These items are currently not permitted on Demand Responsive (On Demand and Specialized) service.
Photography, Videos and Audio
  • Passengers are permitted to take photos and/or record videos for personal use, provided that the photos and/or videos are not published publicly on social media.
  • While taking photos and/or recording videos, the passenger is prohibited to interfere with the safe operation of a vehicle, flow of pedestrians, or any DRT employee during the course of their work.
  • Individuals and organizations taking photos and/or recording videos for commercial use involving DRT staff, vehicles or property must receive prior written authorization from DRT.
  • Photography, filming, or video recording of DRT staff during the normal course of their duties is strongly discouraged.
Demand Responsive Accessible-Door to Accessible-Door Assistance (Specialized)
  • Entrances to residences or facilities used by DRT staff for the purpose of assisting customers shall meet the accessibility requirements under the Ontario Building Code. Please consult with your local municipality for information.
  • Residents and/or property managers shall ensure their properties are safe and secure and do not compromise the safety of DRT staff during the conduct of their duties.
  • All pathways, sidewalks, ramps, and other surfaces between the appliable vehicle parking location and the accessible entrance shall be clear of snow, ice and any other obstacles or debris prior to customer pick-up or drop off.
  • At locations where a ramp or elevator is not provided, and where customers use an electric mobility device, there shall be no steps between the appliable vehicle parking location and the accessible entrance.
  • At locations where a ramp or elevator is not provided and where customers use a manual mobility device, there shall be no more than one (1) step between landings of no more than seven (7) inches between the appliable vehicle parking location and the accessible entrance.
  • The operator will assist customers between the vehicle and first accessible door by providing help with a mobility service, walking next to the customer, opening/closing a door.  Operators are prohibited to enter a residence or facility beyond the first accessible door.  
Children Travelling Independently

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.

Transferring Between Routes

DRT recommends customers allow a minimum of 10 minutes to transfer between transit vehicles.

GO Train Arrival Connections
  • DRT endeavours to maintain service schedules at all times.
  • Many DRT routes connect with GO Transit trains at stations. A connecting bus route is defined as a route that includes at least seven minutes between an arriving GO Train and a departing DRT bus route. This connection time enables the customer to transfer between train platforms and bus stops.
  • When an eastbound GO train is late, departures of connecting DRT bus trips may be delayed by up to five (5) minutes, or 20 minutes for the last bus trip of the day.
Strollers, Shopping Carts and Wagons
  • Strollers can be wheeled onto the bus. Customers are required to ask the operator to deploy the ramp, if needed.
  • Strollers can be parked in the priority seating area, with the child in the device, when the area is not occupied by persons with disabilities.
  • Stroller brakes need to be applied to prevent it from rolling.
  • Strollers must be stored to keep the aisles clear and to not interfere with other customers.
  • Aisles and doorways are to remain clear of obstructions at all times and devices shall not interfere with other customers. Devices that impede with the aisle or doorway shall be folded by the passenger and stored accordingly.
  • Passengers with strollers must be able to manage the stroller as bus operators are unable to assist.
  • When there is insufficient space on a bus to accommodate a passenger with a stroller, the customer is required to wait for the next bus.
  • Small portable shopping carts (bundle buggies) or foldable wagons are permitted on a DRT vehicle and must remain folded while on board. The passenger shall maintain control of the device and safely secure the cart at all times.
  • Play buggies, pull-carts and children’s wagons are not permitted onboard any DRT vehicle.
If you see something, say something
  • If a customer or passenger observes a suspicious package that is left on the bus, at a stop, in a shelter, or at a facility, please notify a DRT staff member immediately. Do not attempt to open or handle a suspicious package and discourage others around you from going near or handling the package.
  • If a customer or passenger encounters a suspicious person, notify a DRT staff member immediately.

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