Frequently Asked Questions

How do I begin to use the service? 
If you meet the eligibility criteria and have fully completed the application you will be notified by phone that you have been approved for service. A full package of information that explains how the service works and how you can book rides will be mailed to you.

What will the cost be and how do I pay?  
The cost is $3.00 cash fare one way - $6.00 dollars return - exact fare. The fare is given directly to the driver upon boarding. Tickets are also available for $30.00 a sheet. Ticket purchase locations can be viewed under the "Services" tab.

Can I bring someone with me on the bus? 
Yes. If you require a support person to accompany you, simply advise the dispatcher when you book your ride. A companion can travel with you if space allows. In both cases a support person or companion pays the same fare.

What if I do not know I need the ride until the last moment?  
If you become aware of the need for the trip before one o'clock the day prior you can book then. Otherwise, you can call and request a Same Day Service. A Same Day Service trip is not guaranteed as Operation Lift is a pre-booking service; however every effort is made to accommodate such requests.

What is the cost of a Same Day Service trip? 
A Same Day Service trip is double the regular fare - $6.00 one way. Or, two tickets each way.

How far in advance do I have to book a ride? 
Bookings can be made up to one week in advance or as early as by 1:00 p.m. the day prior of the required trip. Medical appointments can be booked as far as six weeks in advance.

What size is the lift on a bus?
All lifts range from 50 to 53" in length and from 32 -34" in width.  If you are unsure of the size of your personal mobility device please check its dimensions before you book your ride to be certain it can be accommodated.

Will someone come to the door to help me? 
Yes. The driver will assist you from your door and at your point of destination. Advising the driver of your need for assistance is helpful.

Do you provide service to other cities? 
No. Operation Lift is funded to provide service only in the city of Brantford. Charter service for group trips can be arranged based on availability.

Can I book my rides at one time if I am going the same place every week?  
Discuss your booking needs with the dispatcher who will do their best to accommodate your scheduled appointments. In most cases a series of bookings to the same place at the same time may be possible.

What if my doctor's appointment runs longer than anticipated? 
Don't panic. When you book an appointment that doesn't have a set end time you can use what is referred to as a 'will call'. This means that you will call when you are ready to go. If however your pick up time is needed after office hours (6 p.m.) you would have to book a return time.

Can my child travel on the bus without me? 
Children over 5 years of age may be able to travel independently however individual disability and destination circumstances are assessed for safety first.

What if I travel to another community for a visit and need specialized transportation?
As a visitor to another community should you need to use their specialized transportation,  the service provider in question may contact Operation Lift to confirm that you are a registered customer. Your signed application allows us to do so.

What if I have a concern or complaint? OR A COMPLIMENT!

Operation Lift takes all concerns and complaints very seriously.  A 'C3', or Compliment, Complaint or Concern report gets our full attention with resolution set for 48 hours maximum.  However, weekends, holidays and the unavailability of those who would need to provide input into the investigation may delay the process.  Compliments are always a welcome addition to an Operation Lift employee's day.

Further, through the contractual agreement with the municipality, the following reflects the language from the agreement.

The Operator will receive and make reasonable efforts to resolve any complaints made by the public in respect of its services hereunder. Complaints may be submitted to the Operator personally or through an agent, including, but not limited to the Mayor of the City or a Municipal Councilor. Upon request the Operator will meet with the Complainant and his or her agent.

In the event that a Complainant is dissatisfied with the results of a complaint advanced pursuant to Section 2.16, he or she may make a further complaint to the General Manager and the General Manager may require the affected parties and their agents to attend a further meeting to discuss the issue. In the event that the General Manager is not satisfied with the result of such further meeting, the General Manager shall meet with the Executive Director and the Chairperson of the Board of the Operator to resolve the issue.