Service Details

Operation Lift - Public Specialized Transportation

Monday to Friday	7:30 A.M. to 11:00 P.M. last call at 10:30 p.m.
Saturdays	8:00 A.M. to 11:00 P.M. last call at 10:30 p.m.
Sundays	8:00 A.M. to 8:00 P.M. last call at 7:30 p.m.
Statutory Holidays: New Years Day Good Friday Canada Day Thanksgiving Christmas Day Boxing Day Based on Pre-Bookings	8:00 A.M. TO 8:00 P.M.
Office Reception Hours
Monday to Friday	9:00 a.m. to 6:00 p.m.

Call 519-756-2170, ext. 1 to pre-book your rides,

Monday to Friday; 7:00 a.m. to 6:00 p.m.

FARE DETAILS

Sheet of 10 tickets	$30.00 -ticket sheets provide you with a receipt
One way fare	$3.00
Same Day Service	$6.00
Exact Fare Required

TICKET SALE LOCATIONS

• 140 West Street
• Drivers
• Conventional Transit Bus Terminal, 64 Darling Street
• Avenue Pharmacy,  221 Brant Ave.
• Brierwood Pharmacy, 525 Park Rd. North
• Northview Pharmacy, 222 Fairview Drive

METHODS OF PAYMENT

• From 140 West Street - cash, debit, Visa or Mastercard
• From drivers - exact cash
• Transit Bus Terminal on Darling Street - cash or debit
• All 3 Pharmacy locations - cash or debit

Monday to Friday daytime:	Bus service is based on pre-bookings
Monday to Friday evening from 6:00 p.m.:	Pre-booked with automatic returns.  This means that you have given your pick-up time with your booking.
Saturday and Sunday:	Pre-booked with "will-calls" This means you call when you are ready to be picked up
If you have questions please call 519-756-2170 for further details.

ALERT! ALERT! YOUR SCOOTER OR WHEELCHAIR WILL NOT FIT ON THE BUS LIFT IF IT IS LARGER THAN:
50" LONG AND 32" WIDE.  PLEASE BE AWARE OF THE DIMENSIONS OF YOUR MOBILITY DEVICE.

WAR VETERANS AND SILVER CROSS RECIPIENTS

Canadian or Allied Veterans who participated in active service in any war involving Canadian Soldiers or Silver Cross (Memorial Cross) recipients who can provide verification and who have completed an Operation Lift application for service would be eligible for free regular pre-booked trips. 

OUT OF TOWN TRIPS

If you would like to get a group together for an out of town trip, please call to discuss your plans.

Charters are subject to availability and destinations must be within an hour drive of Brantford.

Call 519- 756-2170 ext 115 for details.

GENERAL INFORMATION

Operation Lift provides pre-booked, door to door, transportation service for seniors and persons with disabilities who meet eligibility criteria.  Read under 'Applications' for details.

Trip bookings can be made up to 1:00 p.m. the day before the required trip, and up to six weeks in advance for medical appointments.

Professional, courteous First Aid certified drivers will assist you from your door.

ATTENDANT: SAME FARE	As determined through the application process, a registered customer may require a person (referred to as an attendant) to travel with them. An  'Attendant' performs functions the rider cannot.
COMPANION: SAME FARE	A registrant may have a companion travel with them if space allows. Both the registered rider and the companion are responsible for paying the same fare. The registrant must indicate at the time of booking that they wish to travel with a companion.

COMPLAINT PROCESS 

Operation Lift makes every effort to resolve concerns or complaints quickly.  A C3 (Compliment, Complaint or Concern) is investigated within a 48 hour   timeframe with a goal of reaching resolution as soon as possible.  If you have a compliment, complaint or concern don't hesitate to call.
Further, language regarding the complaint process within the contract agreement between Operation Lift and the city reads as follows:
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.

AODA AND CUSTOMER SERVICE
6.1.1 POLICIES

Operation Lift will recognize the diversity of its community.
Operation Lift will provide service related information to those it serves.
Operation Lift will respect the confidentiality of information received from those it serves.
Operation Lift will incorporate the principles of integration, independence, dignity and equal opportunity for all into the development of its policies, procedures and practices.

6.2 Support Persons
DEFINITION: Support person is defined as "in relation to a person with a disability, another person who accompanies him or her in order to help with communication, mobility, personal care or medical needs or with access to goods or services."
POLICY: Operation Lift will within reason accommodate support persons on its buses or in its offices where the person with a disability has deemed it necessary and where the support person meets the 'support person' standard criteria.
Where two separate charges come into play, Operation Lift will notify the person with the disability and/or the support person as directed.  (ie. an event hosted by Operation Lift separate from regular bus fare).

6.3 Service Animals
DEFINITION: is defined as "if it is readily apparent that the animal is a service animal for a person with a disability, if it is used by the person for reasons relating to his or her disability, or if the person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability; or as defined in section 1 of the Blind Persons Rights Act."

POLICY: Operation Lift will allow a person with a disability to bring their service animal with them when accessing either bus service or Operation Lift offices. (verification of service animal status will be required).
Operation Lift will require that the person take responsibility for the care and control of their service animal including the removal of urine and/or excrement produced by the animal.

Operation Lift will have the right to remove any service animal should the person be unable to control the animal's behaviour or where there is the risk of conflict placing other passengers, staff or service animals in harms way.
Where accommodation cannot be made reasonable, options for alternate service will be discussed.

6.4 Assistive Devices

DEFINITION: Assistive device is defined as "a device used to facilitate the transport of a person with a disability."
POLICY: Operation Lift will allow persons with disabilities to use their own personal assistive devices when using specialized transportation (on the bus) and/or when on Operation Lift premises.
Operation Lift will make every effort to ensure access to its bus service and/or offices for persons using mobility devices without risking the safety of the individual or staff involved in providing the service.
Operation Lift will notify the person with the disability when alternate service is necessary.

6.5 Documents

DEFINITION: Information related to the service - ie. application, service guidelines, OL brochure)
POLICY: Operation Lift will may every effort to respond to service information requests in the most practical manner and to the satisfaction of the requestor. 
Materials printed in-house will contain information that denotes that "alternative formats are available upon request."

6.6 Service Disruption
DEFINITION: A service disruption occurs when registered customers are temporarily unable to benefit from, in whole or in part, the use of specialized transportation provided by Operation Lift. (service disruption may include but not be limited to severe weather, mechanical breakdown (bus), inability to pick up the customer(s) due to unplowed streets, road construction, detours etc.
POLICY: Operation Lift will notify customers who have pre-booked trips scheduled and for whom the service disruption would impact immediately.
Notification of extended service disruption will involve one or several formats to accommodate customers' disability needs.

6.7 Training
 DEFINITION: All customer service training 'about the provision of its goods and services to persons with disabilities', as outlined in the AODA Customer Service Standard.
POLICY: Operation Lift will provide customer service training to all persons who are involved with the organization in an employee or volunteer capacity.

6.8 Feedback Process
DEFINITION: 'A process for receiving and responding to feedback about the manner in which it provides goods or services to persons with disabilities."
POLICY: Operation Lift will provide varied methods of access for customers who wish to provide feedback on the service (C3 - compliment, complaint, concern).