Service Policies

SMART is a specialized public transit service supported by member municipalities for the benefit of their residents with physical or mental challenges (including visual and cognitive impairments) that impede reasonable personal mobility.

It is the goal of SMART to provide, to the best of our ability, a safe, dependable and affordable transportation service to any eligible client who wants service when they want it.

SMART’s public transportation service is defined as ‘door to door’ meaning that our drivers will assist our clients as requested from the door of their residence to the door of the vehicle. Our drivers will also assist with packages or bags.

Our drivers will NOT:
– enter a client’s residence beyond necessary or requested
– assist clients with dressing, outerwear or footwear
– physically lift a client
– assist a client with errands, appointments or registrations
– shovel snow or otherwise clear a path to their vehicle
– lift a client in a wheelchair more than 1 step

It is the responsibility of the client to be ready for their ride and to have a safe, clear path available from their residence to our vehicle.

It is also the responsibility of the client to have an attendant or companion with them to assist with any errands they may wish to make while out or with any hospital registrations they may be making. This attendant/companion rides for no extra charge.

Clients are expected to have completed a Client Registration Form before they receive service. A doctor’s note or other assessment may be required.

Please note that wheelchair size is limited to 48” in length and 32” in width with a maximum total weight of 700 lbs (320 kgs).

Rides should be booked through our dispatch desk (519-881-2504) at least 2 business day in advance. Short notice rides will be accommodated where possible.

Please provide your complete itinerary when booking your ride. Drivers have multiple clients and their time is often not flexible.

Cancellations should be made as soon as possible. ‘No shows’ are disruptive and clients with a pattern of not cancelling unneeded rides may be discharged from the service.

A charge of $25 will be invoiced for any individual ride not needed by a client that is NOT cancelled by 1:00pm the business day before.

Conversely, if your ride is more than 10 minutes late, please contact our dispatch desk immediately. Your ride should arrive at least 5 minutes before your departure time.

Clients are NOT allowed to ride scooters while being transported. We will happily transport scooters but clients must transfer to a seat.

Clients are expected to wear seatbelts while being transported.

Perfumes, fragrances, colognes, etc can be strong triggers for migraine headaches and various allergic reactions. Clients are asked to refrain from using them.

Current service status can be obtained by contacting our dispatch desk at 519-881-2504.

Payments can be made as follows:
– at the office – cash, cheque, money order, debit or credit card
– by mail – cheque or money order – please do NOT send cash
– by phone – major credit card
– through our drivers – cash, cheque or money order
– on-line – through our secure PayPal account or e-transfer

SMART is a public transit service which means that, unlike a taxi or limousine, you may be sharing a vehicle with another client.

On behalf of SMART’s staff and directors, I hope this service will be helpful to you and will enhance your quality of life.