Accessible Transit

How to File a Complaint

To ensure physical distancing for operators and customers, effective Friday, April 3, 2020, HSR has implemented changes in how service will be delivered:

  • All customers are required to enter and exit through the rear doors.
  • This includes Customers using wheelchairs, scooters, walkers and all other personal mobility devices (PMD’s.) They are no longer being loaded from front door. To facilitate access to the bus, customers using wheelchairs, scooters, walkers and all other PMD’s will be required to travel with a companion. The companion will be required to deploy the ramp under the direction of the operator. If there is a requirement for the wheelchair or scooter to be secured, the companion will be required to facilitate this as well. HSR will now only be able to accommodate one (1) wheelchair/scooter per bus regardless of the vehicle size.
  • In addition, effective Saturday, April 4, DARTS will be providing bus-stop to bus-stop service for HSR customers using wheelchairs, scooters and CNIB card holders. This will allow those traveling with personal mobility devices such as wheelchairs and scooters, and CNIB cardholders to travel without a companion. Learn more about Alternative service for HSR customers with wheelchairs, scooters or CNIB card-holders
  • HSR is restricting customer loads to 10 people on a 40 ft bus; and 15 people on a 60 ft articulated bus. Signs will be posted to identify which seats are not available for use. Operators will be by-passing stops if the load on the bus is in excess of the above amounts, or if there are concerns with physical distancing.

 

The HSR is operating on a reduced schedule until further notice. Most routes are operating on a Saturday schedule on weekdays. Weekend service remains the same: regular Saturday service will operate on Saturdays and regular Sunday service will operate on Sundays.

 

Have a question about HSR's response to COVID-19?

Submit your question. We’ll do our best to answer it on our FAQ page. View the FAQ for Transit Customers

If a DARTS driver is rude or insensitive, report the incident by calling ATS Customer Service at 905-529-1212 with a formal complaint. Help ATS-DARTS to investigate the incident by providing detailed information such as:

  • Passenger’s name,
  • ATS-DARTS registrant number,
  • Day of week,
  • Time of day,
  • Pick-up/ drop-off address

DARTS drivers are trained to be sensitive and understanding regarding the needs of persons with disabilities.

DARTS will either find an immediate solution or advise if it will take time to resolve. You can request that ATS Customer Service respond to you once the investigation is complete.

DARTS drivers comply with the posted speed limits on roads when driving.