USER'S GUIDE - MRC BROME
Contents
1. 13 CAC lal sss 14 CARO T 14 User s responsibilities 15 Penalties YUC Pcec 19 Non payment 19 b PC aba sobas 20 iDTODEFCONOUCL P 20 Non compliance with the rules 20 Unusual circumstances 56066 0 21 SECUC L ua 21 POOF FOAG CONGITIONS 21 Lodging a Compiaint 22 User s Guide 06 GENERAL INFORMATION The MRC Brome Missisquoi MRC paratransit service provides door to door adapted transportation to people with limita tions The service operates strictly by reserva tion and only people who are eligible on the ba sis of the Qu bec Minister of Transport policy regard ing adapted transport eligibility requirements are enti tled to use the service The public transit system consists of transporting many people together on the same trip This manual summarizes the adapted transit policy which is available on the MRC website www mrcbm qc ca For any information membership eligibility re quest reservation cancellation file change or comment please contact us IN WRITING MRC Brome Missisquoi Adapted and Public Transport Service 749 rue Principale Covvansville Qu bec J2K 1J8 BY TELEPHONE 450 263 7010 or 1 8662. 1 fo 4 p m 450 263 7010 1 366 890 5242 toll free 1 866 278 9538 emergency number Service de transport MRC Brome Missisquoi 749 rue Principale Covvansville Qu bec J2K 148 Email transport mrcbm qc ca Website www mrcbm qc ca USER S GUIDE
3. a Monday or a statutory holiday requires the user to reserve no later than noon on the working day preceding the statutory holiday m Group transit 5 working days prior to the trip INFORMATION REQUIRED m First and last name m Date of transportation m Trip frequency if applicable m Address of departure point and destination Time of departure and return Presence of a companion or an animal including guide or assistance dog m Any change in mobility devices since the previous reservation m Visitors status If applicable User s Guide RESERVATION m VISITOR The visitor must reserve his place by contacting the transit service The visiting user will have to comply with transit service regulations and pay the same fare as users residing in the area covered by the MRC Brome Missisquol MEDICAL APPOINTMENTS The return trip from a medical appointment can be made on an on call basis When the trip is between two municipalities the user must select the transit circuit times of departure or return if applicable If the return is on call the user must phone m The transit service m or directly to the transporter if it is past regular office hours The user has to expect a reasonable vvaiting time in relation to peak hours and the avallability of vehicles There may be longer delays for return on call trips outside the area TRANSPORTATION MODE The mode of transportation that is used fo
4. will be regarded as a white trip TOBACCO AND FOOD It is strictly prohibited to smoke drink or eat in any transit service vehicle User s Guide PENALTIES m WHITE TRIP A transport is regarded as a white trip when the transporter has to make a needless trip to pick up the user If the user neglects to cancel his trip the user must compensate for these costs by paying for his transport at the rate in effect even though he did not use the service The user is assessed a white trip for the following reasons 1 Refusal to take the transport 2 Not there at the set place and time and forgot to cancel 3 Residence was inaccessible 4 Not ready at the scheduled time 5 Inadequate wheel chair 6 Non payment After three white trips the transportation will be Suspended for a week or more depending on the circumstance NON PAYMENT Transport is automatically refused to the user that does not pay his fare It will also be regarded as a white trip User s Guide qal PENALTIES NSF CHEQUE If the user issues an insufficient funds NSF cheque the user will be required to pay the amount due along with an additional 20 administrative fees on the next trip After 2 NSF cheques the transportation will be suspended for a week or more depending on the circumstance The transit service may then decide to require a cash only method of payment IMPROPER CONDUCT Depending on t
5. 890 5242 BY EMAIL ransport omrcbm qc ca User s Guide DRIVER S AUTHORITY ual According to the Guide de r f rence des pratiques en transport adapt au Qu bec ASTAQ et coll 2008 the driver signals his presence by ringing the doorbell of the residence calling out the users name and the destination If required the driver provides assistance by taking the user s arm or pushing the wheelchair at both the departure and arrival point The driver s authority begins at the door of the departure point and ends at the door of the place of destination If the user is in a wheelchair and has to transfer from his wheelchair to the seat of the vehicle the user must do so on his own without the driver s help If there are more than three steps to mount the user must be able to do this by himself or with the help of someone other than the driver The driver must never carry a user in his arms or move a wheelchair down the stairs The driver must also ensure in certain cases the authority of the user to the destination User s Guide qul MEMBERSHIP MEMBERSHIP REQUEST The applicant must obtain a membership application form and make sure the second section of the form is filled out by a health professional Application forms are available at the transit service office and on the MRC website Only the original copy of the form duly signed by the applicant is deemed to be valid by the el
6. IC BUILDINGS RESIDENCES AND APARTMENT BUILDINGS The user must be at the main entrance of the building 10 minutes before the time of the scheduled departure If the user is in a public place he must be at the spot indicated at the time of the reservation If there are multiple doors the user and the transit service will agree on the place for boarding The driver will note his presence by calling out the user s name The driver is not allowed to use an elevator or stairs to go and get a user or escort the user back to his floor in the building User s Guide USER S RESPONSABILITIES TUM WHEELCHAIRS There must be an approved restraint system ensuring that the wheelchair is properly secured in the vehicle If this is not the case the user will not be allowed to make the trip and it will be regarded as a white trip The transit service reserves the right to refuse to provide transportation to a user who uses an oversized wheelchair or one that for one reason or another does not properly fit into the adapted vehicle The inability to ensure transportation will also be regarded as a white trip Three or four wheeled scooters These devices must have regulatory anchoring The user then has to be able to move from transfer his mobility device to the car seat without the driver s assistance The user must advise the transit service of the use of these types of vehicles when the user makes his reservation for the serv
7. MRC BROME MISSISQUOI cA TRANSPORT Paratransit Service USER S GUIDE USER S GUIDE WINE January 2013 LHOdSNYEL VD IO IOSISSIW V l W das ite 4 Binasubied4 uonejs A oBpuquejs ma p 2 lil guojue3 obpuqueys op ueg 9JJON Bpuque s p 93euD 1uies b 159 uoj og A Ld VCIV LYOdSNVUL 1 4 8534 T3IOLDPT33 I TABLE OF CONTENTS ual General information 4 Driver s authority 5 Membership Request for membership 6 Membership card 6 iq q z 7 Types of transit PICO UNM SEATS 8 Occasional transit 8 Croup li ruru op 8 Circuits and trips outside the area 9 Schedule II um un 10 OH 0 10 Fares methods of payment 11 Reservation When to 12 Information required 12 uo ii s ii ee 13 Medical appointmenits 13 Transportation mode
8. basis hemodialysis is an example of a recurring trip and they must respect budget limitations The time slot for going is From 9 30 a m to 1 30 p m User s Guide SCHEDULE TRANSPORT Monday to Thursday Friday and Saturday Sunday Group transit OFFICE Monday to Friday From 7 a m to 6 p m From 7 a m to midnight None Daily depending on vehicle availibility and budget From 7 a m to noon From 1 to 4 p m CLOSED Good Friday Easter Monday National Patriots Day Qu bec National Day Canada Day Labour Day Thanksgiving Holiday period Schedule subject to change The user must contact the transit service to find out its business hours User s Guide FARES isla The fare rate in force is subject to change Users can find out the fare rate by calling the tran sit service or checking the MRC website METHODS OF PAYMENT Cash exact amount Tickets sold in a booklet of 10 m 2 types Intermunicipal and Intramunicipal m No refunds m Payable in cash or by cheque made out to the MRC Brome Missisquoi 00001 User s Guide idR RESERVATION WHEN TO RESERVE Users must contact the transit service from Monday to Friday from 7 a m to noon and 1 to 4 p m except for statutory holidays Regular transit 5 working days prior to the trip m Occasional transit no later than noon the working day prior to the trip Trips made on
9. er s file will automatically be deactivated The user will have to contact the transport service to reactive the file User s Guide 445 TYPES OF TRANSIT REGULAR TRANSIT A regular transportation trip is a booking repeated on the same days and at the same time every week Reservation deadline 5 working days prior to the trip The user is not required to reserve his trip every week OCCASIONAL TRANSIT An occasional transportation trip is a booking that occurs periodically on an irregular basis Reservation deadline no later than noon the working day prior to the trip The transport service dispatcher will confirm the departure time to the user only if there is more than a 15 minute gap between the scheduled departure time and the revised time GROUP TRANSIT Minimum of 4 people Based on vehicle availability Compliant with budget limitations Flexible schedule BB H B Cost related rate scale Heservation deadline 5 working days prior to the trip User s Guide CIRCUITS ual REGULAR ROUTES TO COVVANSVILLE m Monday to Friday Two trips going Morning and noon m Two trips coming back Noon and late afternoon OTHER ROUTES m For specific needs TRIPS OUTSIDE THE AREA Trips outside the area are provided for medical reasons only and the trips are to m Saint Jean sur Richelieu m Granby These trips are permitted only if they are on an occasional non recurring
10. he severity of the improper conduct the penalty could be a temporary suspension of one week or more or in some instances a permanent suspension The transit service will work with the various parties involved to find a solution to the problems occurring as a result of unacceptable behaviour NON COMPLIANCE WITH THE RULES Non compliance with any of the rules issued by the transit service may lead to immediate suspension or the charging of additional fees User s Guide UNUSUAL CIRCUMSTANCES TUM DELAY A delay is deemed to be an unusual occurrence when it exceeds 10 minutes The user may then call the transit service which would then be able to provide them with the reasons for the delay or if the office is closed to the emergency number or directly to the transporter ACCIDENT If an accident occurs on the trip the transit service will make every possible effort to contact the user s family POOR ROAD CONDITIONS To ensure the safe transporting of users the transit service reserves the right to temporarily suspend its service because of poor road conditions This decision is made by MRC Brome Missisquof s transit service director in consultation vvith the transporters if required In the event of a closure of service an announcement will be made on the following broadcast networks m Salut Bonjour TVA and m CFXM FM 104 9 The user can also contact the transit service a message will inform the
11. ice Empty wheelchair due to scheduled repair oubject to available space inside the vehicle a user may travel with an empty wheelchair only for reasons pertaining to scheduled repair of the wheelchair When making the reservation the user must mention that he is traveling with an empty wheelchair The user must pay additional transportation charges the price of a trip No wheelchair transportation is allowed without the user s presence User s Guide eee MRC BR M E USSISQUOI cA USER S RESPONSABILITIES CHANGING A ROUTE Under no circumstances may the user change a driver s route LOST OR BROKEN ITEMS If the user forgets an item in a transportation service vehicle the user must contact the transit Service If the item is found it will be turned over to the bus or taxi driver who will give it back to the user at the time of the next trip The transit service is not responsible for items that are lost or broken during the user s trips PUNCTUALITY The user must be ready 10 minutes before the scheduled boarding time It may happen for some unforeseen reason that the vehicles are a few mi nutes ahead of or behind schedule However drivers are not obliged to wait for a user for more than 10 minutes after the scheduled boarding time This wait time is shorter for bus dri vers that have to meet the set bus circuit sche dule If the transporter has to leave without the user this transportation
12. igibility committee An eligibility committee meets at the beginning of every month and will communicate its decision in writing in the 45 days following receipt of the application If the membership request meets the criteria defined in the Qu bec Minister of Transport policy regarding eligibility for adapted transport the service will include a user s manual the fare rates currently in effect and a membership card noting the file number and the user s name MEMBERSHIP CARD The membership card will allow you to go anywhere in the province of Qu bec where paratransit service is available User s Guide MEMBERSHIP ual CHANGES TO FILE The transit service must be advised of any change that needs to be made to your file Address Telephone number Medical condition 2 BB B Mobility aid wheelchair cane walker three and four wheel mobility scooter guide dog assistance dog rolling cart for shopping etc m Accompaniment A change made to the type of admission or accompaniment requires a review by the eligibility committee The evaluation of a professional providing all the details pertaining to diagnostics deficiencies incapacities and transport needs is required If the user moves outside the MRC Brome Missisquoi territory he must request in writing that the transport service transfer his file If the user no longer uses adapted transport during a span of two consecutive years the us
13. n winter as well as summer the user must ensure accessibility to his residence to be sure he can safely access the vehicle Failure to assume this responsibility is regarded as a white trip ANIMALS Pets zm Must travel in a closed cage provided by the user m The cage has to remain on the user s knees so that it does not take up space reserved for other occupants of the vehicle me user must advise the transit service when making the reservation that he will be bringing an animal on board This restriction does not apply to guide or assistance dogs HELP AT THE POINT OF DESTINATION The user s caretaker or custodian must assume the duties of looking after the user once the vehicle arrives at its destination In the absence of a caretaker custodian the driver Will in order contact the transit service the user s caretaker custodian and if required a representative of the Centre de r adaptation en d ficience intellectuelle Mont r gie Est CRDI User s Guide 6 USER S RESPONSABILITIES LUGGAGE PARCELS Luggage and parcels are permitted on board provided the handling of such does not require the involvement of the driver and provided they do not block the passageways or take the place of a user SAFETY BELT Wearing a safety belt is mandatory for all travel PROPER CONDUCT The users conduct aboard the vehicle must be respectful and civil toward the driver and the other passengers PUBL
14. r the trip is at the discretion of the transit service The service is not required to inform the user about the mode of transportation it will be using User s Guide idR RESERVATION CANCELLATION If the user cancels a trip he must notify the office a minimum of one hour before the scheduled departure If the office is closed during noon hour in the evening or on weekends the user must call the transit service and leave the cancellation message and then call the transporter directly or if required the emergency number Hegular as well as occasional reservations must be cancelled in compliance with these instructions and they must take into account statutory holidays which sometimes require notification several days ahead If the user is not there for the departure the return trip is automatically cancelled If the user wishes to keep the return trip he must advise the transit service at the time of cancellation If the user neglects to cancel his reservation his transportation is regarded as a white trip CHANGE Any request for a change in a reservation must be made before noon on the day prior to the transportation Changes to a reservation for weekend or Monday travel must be made on the Friday before noon A driver cannot change a reservation without the approval of the transit service dispatcher User s Guide USER S RESPONSABILITIES TUM ACCESSIBILITY AND MAINTAINING THE PREMISES I
15. user about the closure of service in the event of extreme weather conditions User s Guide 1806 LODGING A COMPLAINT The Brome Missisquoi transit service constantly strives to improve its service The transit service regards complaints addressed to it as an opportunity to review its operational process and the training and support structure of its staff When a user wishes to lodge a complaint about an incident situation or about a staff member the user may submit a written or verbal complaint to the transit service User s Guide Dorval Burlington TAXI BEDFORD Plattsburgh 450 248 4511 Jean Paul St Pierre Cell 514 606 0199 Ex Colis R Survoltage b c M di Bedford et D verrouillage environ s si taxibedford gmail com ANSPORT ADAPT Service 24 heures 7 7 jours t TAXI FARNHAM CO 450 293 5634 Cueillette de colis De s m I 7 Livraison de courrier 2 xi Survoltage Transport medical SAAQ CSST Service en region sur appel 1 888 293 5634 Transport adapte TAXI AB Inc 450 263 2020 450 263 5050 da 7 8 vehicules a votre service i ii 24 heures 7 7 jours Courte et longue distance Personne avec entente pour CSST SAAQ Solidarit sociale R servation 450 263 8080 107 rue Olivier Cowansville MRC BROME MISSISQUOI cA TRANSPORT Any questions Contact us Our offices are open From Monday to Friday From 7 a m to noon and from
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