Why do customers have to re-register?

Under the Accessibility for Ontarians with Disabilities Act (AODA) 2005, specialized transportation service providers are required to categorize persons with disabilities for eligibility based on three categories: Conditional, Unconditional, and Temporary. Providers were to comply with this requirement by January 1, 2017. On January 1, 2017, Wheel-Trans introduced a new eligibility criteria and application process to comply with the AODA deadline. The eligibility application form that was in place prior to January 1, 2017 did not capture the information required. Wheel-Trans requires all customers to be assessed using the same eligibility criteria. This re-registration process for customers who applied prior to January 1, 2017 ensures a fair and equitable approach for all Wheel-Trans customers. A customer with a disability who applies for Wheel-Trans service in 2023, should feel confident that all Wheel-Trans customers, including those who originally applied prior to 2017, are assessed equitably using the same process and criteria, and assigned a similar category of eligibility. 

What are the new eligibility categories?

Unconditional eligibility: a person with a disability that prevents them from using conventional transportation services. They always receive door-to-door service.

Temporary eligibility: a person with a temporary disability that prevents them from using conventional transportation services for a specified period of time. They always receive door-to-door service.

Conditional eligibility: a person with a disability where environmental or physical barriers limit their ability to consistently use conventional transportation services. When none of the customer’s conditions are present, the customer has the ability to use accessible conventional TTC for all or part of their trip. When one or more conditions are present, the customer will receive door-to-door services.

Is re-registration a new requirement for customers?

No, customers who were registered with Wheel-Trans prior to 2017 have been re-registering under the current eligibility process for the last six years. To date, over 9,000 customers who were registered before 2017 have gone through the re-registration process. In total, over 20,000 seniors and persons with disabilities have successfully applied under the current eligibility process

You can re-register either by visiting portal.ttc.ca, or by contacting Wheel-Trans Customer Service by phone at 416-393-4111 or via e-mail at wtcs@ttc.ca.

Will I still have access to door-to-door Wheel-Trans service?

Customers will still have access to Wheel-Trans service. Customers who qualify for Unconditional or Temporary eligibility will be able to travel door-to-door for all of their trips. Customers with Conditional eligibility will be able to travel door-to-door when one or more of their conditions are present and use Family of Services when none of their conditions are present. Currently, a Family of Services trip is optional, meaning all customers can choose to travel door-to-door at all times. 

What is Family of Services (FOS) and how does it work?

The Family of Services (FOS) delivery model connects customers with accessible conventional TTC bus/streetcar/subway for all or part of their trips, allowing for more equitable and spontaneous travel options for customers with Conditional eligibility. A customer with Conditional eligibility with low vision who cannot travel and transfer on the conventional system at night might be able to use the system during day light hours. At present, FOS travel is voluntary and any Wheel-Trans customer regardless of their category of eligibility can choose to travel on one vehicle door-to-door.

How do I know if I have to re-register?

You are required to re-register if you applied for service prior to January 1, 2017 and haven’t re-registered/submitted an updated application. If you are unsure of whether you have to re-register for Wheel-Trans, you can contact Customer Service by phone at 416-393-4111 or via e-mail at wtcs@ttc.ca. Alternatively, you can look for the following information on the Self-booking Website:

If you have any questions about your eligibility or if you would like more information on Travel Training, please contact Wheel-Trans Customer Service by phone at 416-393-4111 or via e-mail at wtcs@ttc.ca.

Thank you,
Wheel-Trans Customer Service