CUSTOMER GUIDE PARATRANSIT SERVICE Réseau de transport de Longueuil My RTL user number :______My online reservation access code :______My OPUS card number :______
TELEPHONE 450-670-2992 WRITE US Réseau de transport de Longueuil Paratransit department 1150 boul. Marie-Victorin Longueuil QC J4G 2M4 EMAIL [email protected] FAX 450-443-3768 WEBSITE http://rtl-longueuil.qc.ca/en-CA/ rtl-paratransit-service/our-services/
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Select an option Menu 1 Menu 2 RESERVATIONS TRAVEL INFO 7 days a week, 9 a.m. to 7 p.m. To : - report a delay - cancel a reservation 1 CHANGE YOUR - consult a schedule RESERVATION - report a lost item Monday-Thursday 6:30 a.m. to midnight Monday-Thursday 6:30 a.m. to midnight Friday and Saturday 6:30 a.m. to 1 a.m. Friday and Saturday 6:30 a.m. to 1 a.m. Sunday 6:30 a.m. to 11 p.m. Sunday 6:30 a.m. to 11 p.m.
RTL CUSTOMER SERVICE • Eligibility application form • Fares, comments and other information 2 Monday to Friday: 7 a.m. to 8 p.m. Saturday, Sunday and statutory holidays: 8:30 a.m. to noon 1 p.m. to 4:30 p.m. Menu 1 Menu 2 Application, file update and OPUS card Address and mobility aids For a request for admission, a modification to your personal file, 3 For a change of address, mobility aid a personal attendant request, a or other restrictions, choose 2. transfer of your file or an OPUS card, choose 1.
TTD 4 Substitute voice telephone media
2 USER GUIDE • PARATRANSIT SERVICE Table of contents
Our services______4 Territory served______5 Trip request______6 Operating hours______6 Statutory holidays______6 Automated web service______7 Information needed for the reservation______8 Regular trips______8 Occasional trips______9 Metropolitan trips______9 Secondary trips______10 On-call return______10 Group activities______11 Reminder of deadlines for trip requests______12 Updating your user file______13 Changing a reservation______14 Cancelling a reservation______15 Personal attendants______16 Pick-up at destination______17 Payment methods______18 Helpful hints______19 Safety measures______22 Accessibility - RTL universel______26 Lost items______27 Visitors______27
3 Our services
The RTL offers paratransit services by minibus, accessible taxi or taxi car. In all cases, the RTL determines the choice of transportation method, taking into consideration the user’s limitations. It is also up to the driver to assign seats in the vehicle, depending on the specific needs of each person. You cannot request a specific seat.
The RTL tries to respond to as many transportation requests as possible and does its utmost to offer a convenient, comfortable service.
Pairing trips and punctuality of all are essential to delivering an efficient service. Minibus
The RTL does not provide school bus service.
Taxi car
Hybrid van Regular van
4 USER GUIDE • PARATRANSIT SERVICE Territories served
The RTL provides door-to-door transit service to eligible people in the Agglomération de Longueuil, including Boucherville, Brossard, Longueuil, Saint-Bruno-de-Montarville and Saint-Lambert. These are local trips. Trips to the downtown Montréal area are subject to the same reservation An integrated paratransit service enables you to deadlines as local trips. However, travel throughout the metropolitan territory. These metropolitan fares apply. are called “metropolitan trips” (see page 11).
L.-H. LaFontaine
blvd. Gouin
Downtown Montréal*
Décarie
local trips
metropolitan trips
5 Trip request
Operating hours Trips may be made during operating hours (which are different from reservation hours).
MONDAY TO THURSDAY 6:30 a.m. to midnight Important FRIDAY 6:30 a.m. to 1 a.m. Paratransit service may be SATURDAY 6:30 a.m. to 1 a.m. cancelled when weather or unexpected situations could disrupt SUNDAY 6:30 a.m. to 11 p.m. the use of vehicles or compromise users’ safety. If necessary, notices will be broadcast on 103.3 FM, on Users must leave the the RTL website, on social media, and via recorded phone messages bus before the end of at our Dispatch Centre number. operating hours.
Statutory holidays • Holiday period (from December 24 to January 2, inclusively) • Good Friday • Easter Monday • National Patriots’ Day • Québec’s National Holiday • Canada Day • Labour Day • Thanksgiving
NOTE Saturday and Sunday operating hours apply on statutory holidays (6:30 a.m. to 1 a.m). Operating hours are announced in advance on board vehicles, on our website, and via recorded messages at 450-670-2992.
6 USER GUIDE • PARATRANSIT SERVICE
You can request a trip 7 days a week :
BY TELEPHONE at 450-670-2992 (option 1, menu 1) between 9 a.m. and 7 p.m. OR ONLINE WITH OUR AUTOMATED WEB SERVICE at rtl-longueuil.qc.ca/TA/deplacement
Enter your user number and access code in the appropriate boxes :
• Your user number is on your OPUS card
• To obtain an access code or if you’ve forgotten yours, call 450-670-2992, option 3, to ask for help 00000_TA_RTL
You can use our online service to do the following : • Request an occasional trip • Obtain trip details (origin-destination, time, etc.) • Confirm trip time • Cancel a trip • Report a delay Note that the online service cannot be used to reserve a regular or metropolitan trip, or an on-call return.
7 Trip request (cont.)
Information needed for the reservation
Please have the following information on hand :
1. Your user number 8. The presence of your personal 2. The types of trips you need (on a attendant, his method of payment and regular basis or occasionally) his mobility aid, if any 3. The type of mobility aid you use 9. The return address (if different) (walker, wheelchair, etc.) 10. The time you want to leave (to return) 4. The day of the trip 11. Your method of payment 12. Whether you will be accompanied by 5. The pickup address a guide or service dog 6. The destination address 13. Whether you will bring a second 7. When you need to be at your wheelchair destination (time)
Types of trips There may be a short waiting period Regular trips to confirm your trip. • Recurrent • From the same point of origin to the same destination • Occur at least once every two weeks, at the same times You must place your request at least seven days in advance. The Dispatch Centre will confirm a 30-minute pick-up slot. Your time slot will not change unless you make a change (see Change request on page 14).
Please note that regular trips are always cancelled on statutory holidays and during the Holiday period, between December 24 and January 2, inclusively.
8 USER GUIDE • PARATRANSIT SERVICE
Occasional trips An occasional trip is not recurrent (e.g., movies, shopping). Same-day request You request an occasional trip at the earliest five Same-day trip requests must be made days in advance and no later than the previous at least two hours before departure and day before 7 p.m. The Dispatch Centre will offer are subject to vehicle availability. you the most appropriate time slot, taking into account other trips that day.
Metropolitan trips The origin or destination of a metropolitan trip is outside of the RTL territory. A second fare will apply. How it works The RTL can take you directly to your destination or ask another paratransit service to do so. We may also take you to an authorized transfer point from which another paratransit service will complete the trip. In this case, you must pay the applicable fare to each transport service. Requests for metropolitan trips are subject to vehicle availability.
You must make your request : Request for an • 7 days in advance for a regular trip occasional metropolitan trip • 5 days in advance for an occasional trip if it is your If your trip You must first time is on... call on... • 2-5 days in advance (not including the day of the trip) Monday Saturday for an occasional trip (e.g., the request must be made Tuesday Sunday by Wednesday between 9 a.m. and 7 p.m. for a trip on Wednesday Monday Friday) Thursday Tuesday For an occasional trip within the downtown Montréal Friday Wednesday area, you can make your request until 7 p.m. the day Saturday Thursday before the trip. Sunday Friday
9 Secondary trips The point of origin and destination are outside the RTL territory (e.g., following a medical appointment in Montréal, you want to attend an event at the Bell Centre). You must make your request to the RTL Dispatch Centre at the same time as your metropolitan trip. Schedules and fares vary according to the itinerary. The RTL will give you all the necessary information on the return trip you wish to make. NOTE : The decision to accept or refuse secondary trips is at the discretion of the transport service that will be making them. Our Dispatch Centre will keep you informed. On-call return Your return time is normally decided when you reserve your trip. Should you be unable to do so for exceptional reasons (as for a medical appointment, a court appearance, or an appointment to repair your wheelchair), your return will be on-call. On-call returns are not available for same-day reservations or for metropolitan trips. On-call returns are subject to vehicle availability. To arrange for a return trip, call our reservations centre as soon as you are ready to leave. When you request an on-call return, expect a minimum waiting period until a vehicle is available.
NOTE Your return trip will be to the address indicated in your reservation, i.e., the location where the driver dropped you off. It must be reserved at least 1 hour before the end of operating hours.
10 USER GUIDE • PARATRANSIT SERVICE Group activities
A group is five or more persons who have a paratransit user number.
Reserve a trip Organizers of a group activity requiring paratransit service must fill out the trip request form and send it to our Dispatch Centre at least seven days before the planned date. The form is available on the RTL website and can be emailed to: [email protected]. The request will be approved based on vehicle availability and customer limitations. The group could be divided among several vehicles.
Responsabilities of the participants Participating users are responsible for confirming that they will be attending the activity; the Dispatch Centre will confirm their time slot.
11 Reminder of deadlines for trip requests Dispatch Centre 450-670-2992
Metropolitan Local trips trips
Regular At least 7 days in advance. trips 2-5 days in advance (not including the day of the trip). Trips to the downtown Earliest 5 days in advance Occasional Montréal area can be and until 7 p.m. the day trips requested until 7 p.m. the before the trip. day before the trip Allow 5 days for opening a new file.
Minimum delay between an outbound 30 minutes 90 minutes trip and return trip Authorized according Not authorized (except for On-call return to set conditions downtown Montréal). (see page 10)
Downtown Montréal is the area bordered by boulevard Louis-H.-La Fontaine, boulevard Gouin, boulevard Décarie, and the St. Lawrence River.
12 USER GUIDE • PARATRANSIT SERVICE Updating your user file
Between 8:30 a.m. and 4:30 p.m. at 450-670-2992, option 3, or by email at [email protected]
Please let us know if there are any changes to your user file: • Address • Telephone number • Medical condition • Mobility aids (wheelchair, cane, walker, three- or four-wheel mobility scooter, guide dog, service dog, etc.) • Need for a personal attendant • Etc. Contact us to renew your OPUS card. Metropolitan ticket offices do not issue paratransit OPUS cards.
If you are moving outside the RTL territory, send us a written request to have your file transferred to the new transit company. Include your new address.
Your file will be automatically deactivated if you do not use paratransit for more than two years. Please contact us to reactivate your file. Note that the Dispatch Centre does not process this information. To update your file, contact us at 450-670-2992, option 3.
13 Changing a reservation Seven days a week, at 450-670-2992, option 1, menu 1
You must call our Dispatch Centre to change a reservation : • No later than 7 p.m. the day before for a local trip • At least two days before, not including the day of the trip, for a metropolitan trip
Same-day trips A change to a planned same-day trip must be made at least two hours before departure, as of 6:30 a.m., and is subject to vehicle availability.
RTL recommendation The RTL recommends that you plan your medical, business and leisure trips whenever possible : • Between 10 a.m. and 3 p.m. • After 6 p.m. This will ensure greater scheduling flexibility.
14 USER GUIDE • PARATRANSIT SERVICE Cancelling a reservation 7 days a week, between 9 a.m. and 7 p.m. at 450-670-2992, option 1, menu 2
Please let the RTL know at least 60 minutes before the start of the time slot if you must cancel a reservation. Allow a 90-minute advance notice when cancelling a metropolitan trip. Cancellations without reasonable notice or upon the vehicle’s arrival deprive other users of a place on board the vehicle.
Absent If you are not present at the departure point for your trip, your return trip is automatically cancelled. To keep it, you must inform a Dispatch Centre representative no more than 30 minutes after the end of the time slot for which you were absent. For example, if you are absent for a planned outbound trip between 12:30 p.m. and 1 p.m., you must call us no later than 1:30 p.m. to keep your return trip. If you must be absent for your return trip, we ask that you advise the Dispatch Centre. A new return trip will then be scheduled according to vehicle availability.
What you need to know : The RTL will contact users who repeatedly fail to show up for their trip or who cancel at the last minute. Cancelling a trip without reasonable notice reduces vehicle availability and prevents other users from having access to a place on board the vehicle. It is important to keep your reservation as this makes it possible to provide reliable service to everyone. Note that drivers are not permitted to change established schedules or routes.
15 Personal attendants
When analyzing your admission request, the eligibility committee may, according to the Paratransit Eligibility Policy, authorize you to be accompanied by a personal attendant during your trips. In this case, you must : • Mention his presence when you make your trip reservation • Indicate whether he has a functional limitation (manual or motorized wheelchair, walker, cane, etc.) Personal attendants (except for mandatory attendants) must pay for their trip. Your personal attendant must always get on and off at the same places as you.
Maximum Type of Payment Guaranteed authorized Requirements personal attendant required place number • Age 14 and over Mandatory No 1 Yes • Can assist during the trip and at destination
Occasional Yes 1 No —
Depending Related to For children under Yes on number Yes parental duties age 14 of children
Temporary for Adult acting No 1 Yes familiarization as an educator
• Age 14 and over To assist at Yes 1 Yes destination • Can assist during the trip and at destination
16 USER GUIDE • PARATRANSIT SERVICE
Personal attendant on the regular RTL network Eligibility for paratransit service also allows you to be accompanied when using the regular network. However, you must show your paratransit OPUS card to the RTL network bus driver and pay your fare. Your personal attendant travels free of charge.
Pick-up at destination
To ensure the safety of users with an intellectual disability or mental illness, a “pick-up at destination” requirement may be entered in the file. This procedure is mandatory and means that a person with this requirement must be met by a responsible person (age 14 or older) at destination. A user who is autonomous enough to be left alone at destination may obtain an exemption from this requirement. To request an exemption, a declaration of autonomy for transportation purposes must be filled out by a recognized professional. For more information about this procedure or to request a form, please contact the paratransit department at 450-670-2992, option 3, or consult our website at http://rtl-longueuil.qc.ca/en-CA/rtl- paratransit-service/our-services/.
17 Payment methods
The payment of your trip is required at each embarkation. You can take advantage of the reduced fare granted to children, students, and seniors age 65 and over only if you have a reduced fare OPUS card. To obtain a student card, you must be a full-time student and send us proof of registration for the current school year. This card expires on October 31 of each year. For more information, contact the RTL.
You must have your valid paratransit OPUS card on you at all times during your trips. You can obtain your OPUS card with photo from our paratransit department by calling 450-670-2992, option 3.
Cash Prepare the exact amount, as the driver does not give change.
Paratransit ticket (not valid for the regular transit network) Pay to the driver using paper ticket(s). Transit tickets loaded on the OPUS card are not accepted for paratransit.
Monthly pass on OPUS card You must always show the driver your OPUS card and have it on you during your trip. Your OPUS card has an expiry date. Check the date on your card or consult www.carteopus.info. Make sure to renew your card at least two months in advance.
For more information about our points of sale and for a list of current fares, visit our website or contact a Customer Service representative at 450-670-2992, option 2.
18 USER GUIDE • PARATRANSIT SERVICE Helpful tips
Driver arrival Upon his arrival, the driver will ring your doorbell and mention your name. If you are in a multi-unit building (high-rise apartment building, residence, office tower, etc.), we ask that you wait in the lobby. The driver is not authorized to use an elevator or the inside stairs to pick you up or to bring you back to your floor. If you are in a public place, you must wait in the area indicated when you made your reservation and make sure you are visible to the driver. If there are several doors to the building, make sure to specify the exact location when making your reservation. Pick-up time The Dispatch Centre always confirms a 30-minute time slot for pick-up. Make sure to be ready at the beginning of that time slot so as not to be late or to miss your pick-up time.
The driver is not authorized to wait for you or change your reservation. Arrival at the destination Arrival at the destination is based on the requested time. However, situations beyond our control (weather, traffic, user cancellation, etc.) can cause the trip time to fluctuate. You are responsible for checking opening hours at your destination.
19 Helpful tips (cont.)
Help provided by the driver This is limited to the assistance required to get you in and out of the vehicle. You can depend on the driver’s help for the following : • Cover the distance between the vehicle and the entrance door of your point of origin and destination • Get in and out of the vehicle • Store your mobility aid in the trunk • Cross the threshold on the ground floor of your point of origin or destination
Make sure you know in advance the accessibility status of the buildings you will be visiting. If you use a manual wheelchair and there is no access ramp, or if there are more than three (3) consecutive steps to go up, you must be able to clear this obstacle on your own or with the help of someone other than the driver. If you are wheelchair bound, an access ramp is required at the origin and destination.
1-3 STEPS MORE THAN 3 STEPS
Non-transferable There must absolutely be an access ramp at the point person in wheelchair of origin and destination
Must be able to climb up Person in manual Help from the driver and down on your own, or wheelchair (user and mobility aid) with the help of someone other than the driver
Drivers are not allowed to accept tips.
20 USER GUIDE • PARATRANSIT SERVICE
Use of a manual wheelchair
If you use a manual wheelchair and you take a standard taxi, you must be able to transfer from your wheelchair to the taxi seat without help from the driver or an attendant. The driver will place the wheelchair in the trunk. If you are unable to do so, your trips will always have to be by minibus or wheelchair-accessible taxi.
Punctuality The RTL is committed to providing on-time service, but given the nature of the trips, following the schedule requires a certain flexibility on the part of the user.
If a vehicle fails to arrive, please report the delay using one of the following means : • Calling the Dispatch Centre at 450-670-2992, option 1, menu 2 (travel info) • Visiting our website (see page 7) We also ask that you notify the Paratransit department.
Always wait for the end of the pick-up time slot before reporting a delay.
21 Safety measures
Accessibility of locations The access ramp must be in good condition and compliant with established standards. A location must be accessible at all times for getting on and off. The trip may be cancelled if a location is deemed unsafe. Maintenance of building entrances and exits Building entrances and exits must be kept free of snow and ice in winter, otherwise the trip may be cancelled unless you are able to get to the vehicle on your own.
Seat belts The driver must enforce the use of seat belts, which are mandatory for all trips aboard paratransit vehicles. The driver must ensure that they are properly fastened. A seat belt (upper torso restraint) must be worn across the chest by users travelling in wheelchairs (a wheelchair seat belt will not protect you in the event of an accident). The driver will assist you if you cannot fasten your seat belt yourself.
Refusal to use a seat belt will result in the immediate cancellation of your trip. Only persons with a seat belt exemption certificate issued by the Société de l’assurance automobile du Québec are not required to comply with this obligation. A copy of the exemption certificate must be sent beforehand to the RTL Paratransit department.
Smoking Smoking and the use of e-cigarettes by the driver or users is strictly prohibited on board vehicles.
22 USER GUIDE • PARATRANSIT SERVICE
Behaviour on board a vehicle The paratransit team is committed to providing on-time, reliable and safe service, in a respectful manner, on a daily basis. Inappropriate behaviour on board the vehicles will not be tolerated. Baggage and shopping bags Baggage, shopping bags and folding shopping carts are allowed if the driver does not have to handle them, and if they do not take up additional space. Baggage must not hinder circulation on board the vehicle (must be stored on your lap or at your feet), and you must be able to handle it without the driver’s help. The rear cargo area of vehicles is reserved for mobility aids only. Safe transportation of children in a minibus Any child shorter than 63 cm when seated, measured from the buttocks to the top of the head, must sit in a car seat appropriate for his height and weight (infant seat, child seat, or booster seat). The parent or guardian provides the seat, which the driver will install in the vehicle, and retrieve it when you exit the vehicle. The child must be buckled into the seat by the parent or guardian. Guide or service dog You are allowed to travel with a guide dog or a service dog. When making the trip request, report the presence of the animal. On board the vehicle, the animal must always wear its harness. The user is responsible for control of the animal at all times and the animal must obey commands. The driver can help with getting on and off without, however, taking charge of the animal. Pets Pets are required to travel in a closed cage or a carrying bag placed on your lap. This rule does not apply to guide or service dogs.
23 Safety measures (cont.)
Three-wheel or four-wheel scooters Three-wheel and four-wheel scooters are allowed in vehicles under the following conditions : • There must be enough available space • Anchors are in good working condition • The equipment does not exceed the size of the platform lift, i.e., 32 x 50 in. (82 x 127 cm) We suggest travelling outside peak hours or using another type of mobility aid. You must sit on the vehicle seat during the trip and be able to transfer unassisted from your mobility aid to the vehicle seat.
Mobility aids You must ensure that : • The mobility aid is in good working condition • The mobility aid has four anchor points (two front and two rear) for securing it safely to the vehicle floor • The mobility aid does not exceed the platform lift dimensions of 32 in. (81 cm) wide by 50 in. (127 cm) long • The combined weight of you and your mobility aid does not exceed 750 lb. (340 kg)
24 USER GUIDE • PARATRANSIT SERVICE
Transportation of a second wheelchair If there is enough space on board the vehicle, you are allowed to bring a second wheelchair, for example, to have it repaired. You must mention this when making your trip request. The transportation of a wheelchair always requires the presence of the user. In case of an accident Should there be an accident during a trip, the Dispatch Centre will do its utmost to inform the user’s relatives. Should you be injured during a trip serviced by the RTL, we ask that you : • Inform the driver • Call the Dispatch Centre to report the incident • Inform the RTL Customer Service department by telephone at 450-670-2992, option 2 • See a doctor • Contact the Société de l’assurance automobile du Québec at 1-800-361-7620 to have a file opened If you wish to submit a claim The RTL’s Customer Service department will provide you the information required to file a claim.
25 Accessibility – RTL universel
Through its universal accessibility policy and the actions set out in its accessibility development plan adopted in 2012, the RTL aims to ensure a gradual increase in accessibility of the regular network for people who get around in a manual or motorized wheelchair, or using another mobility aid. While the regular network represents another option for paratransit users, it does not replace this service. It simply allows them to choose the type of transportation that best meets their needs. It also makes it easier for users with a functional limitation to get around on the regular network using a walker, cane, guide dog, or a stroller, for example. Under the banner , the Réseau de transport de Longueuil offers increased flexibility while allowing users to be more autonomous and spontaneous.
An increasingly accessible network In addition to identifying the specific needs and obstacles faced by our users with reduced mobility, the RTL works with numerous associations and municipal authorities in developing its services. The interior of the low-floor buses are designed for these specific users, and the front of all buses can be lowered to make it easier to get on and off. The RTL’s regular network currently has 8 universally accessible lines. Other lines will be added in the coming years. For more information and to find out the list of accessible lines, visit our website at rtl-longueuil. qc.ca/rtluniversel.
26 USER GUIDE • PARATRANSIT SERVICE Lost items
Did you forget something in a paratransit vehicle? Call the Dispatch Centre at 450 670-2992, option 1, menu 2. If it is found, it will be given to the minibus or taxi driver, who will make sure to give it back to you on your next trip. The RTL is not responsible for items that are lost or forgotten in a paratransit vehicle. Visitors Visiting outside the territory of the RTL network? Should you wish to use paratransit outside the RTL network as a visitor, call 450 670-2992, option 3 to submit your request. Are you already eligible for paratransit service elsewhere in Québec? The RTL can accommodate you as a visitor depending on the places available. Call your paratransit service to : • Have your user file opened ; • Obtain a user number ; • Plan your first trip.
Transit companies offering paratransit services in Québec Company/Network Website Telephone number Laval www.stl.laval.qc.ca 450-662-8356 Lévis www.stlevis.ca 418-837-2401 Montréal www.stm.info 514-280-8211 Outaouais www.sto.ca 819-773-2222 Québec www.stacquebec.ca 418-687-2641 Saguenay www.ville.saguenay.qc.ca 418-545-2489 Sherbrooke www.sts.qc.ca 819-564-2687 Trois-Rivières www.sttr.qc.ca 819-373-1778
27 A major partner
The RTL reminds you that the Association des usagers du transport adapté de Longueuil (AUTAL) has a mission to support and advise paratransit users. For all requests, contact AUTAL at : 150 rue Grant, Suite 211 Longueuil QC J4H 3H6 Telephone : 450-646-2224 Fax : 450-646-2292 Email : [email protected]
28 Production RTL, October 2017
ISBN 978-2-921426-32-9 (Édition originale : ISBN 978-2-921426-29-9, Réseau de transport de Longueuil)
Dépôt légal - Bibliothèque et Archives nationales du Québec, 2017
To lighten the text, the masculine includes the feminine. The information in this guide is subject to change without notice.