Please make sure that the access ramp is suitable for transportation use and in good condition.
The site must be accessible for embarking/disembarking (e.g., one way).
The trip may be cancelled if a location is deemed unsafe.
Maintenance of building entrances and exits
Building entrances and exits must be kept free of snow and ice in winter, otherwise the trip may be cancelled and the customer will have to reach the vehicle by other means.
A seat belt (upper torso restraint) must be worn across the chest by customers travelling in wheelchairs.
Smoking by the driver or customers is strictly prohibited on board vehicles.
Behaviour on board a vehicle
Respectful behaviour is expected between drivers and customers at all times.
Baggage and shopping bags
Baggage and shopping bags are allowed if the driver does not have to handle them, if it does not take the space needed for another customer and if it does not obstruct movement inside the vehicle. Standard-size carts on wheels are allowed, provided they can be folded and stored in the trunk. You must be able to handle them on your own without the driver’s help.
The rear cargo area of vehicles is reserved for mobility aids only.
Safe transportation of children
If you travel with a child of 63 cm or less when sitting down, you must provide the right seat for his size and weight. If you are unable to do so, you must have a third person available for boarding and disembarking. The driver must make sure that the seat is anchored securely.
Guide dogs or service dogs
A customer may travel with a guide dog or a service dog.
When making his request by phone, the customer must report the presence of the animal. On board the vehicle, the animal must always wear its harness.
The customer is responsible for the control of the animal at all times and the animal must obey its master. The driver can assist with boarding and disembarking without, however, taking charge of the animal.
Pets must travel in closed cages on the customer’s lap. This rule does not apply to guide dogs or service dogs.
Three-wheel or four-wheel scooters
Three-wheel and four-wheel scooters are allowed in vehicles under the following conditions:
The RTL suggests that customers with three-wheel and four wheel scooters travel outside rush hours or use another type of mobility equipment.
You must make sure that your mobility equipment is in good condition. This means:
Transportation of a second wheelchair
If there is enough space on board the vehicle, a customer can bring a second empty wheelchair, for example, to have it repaired. The customer must mention this when making his request.
The transportation of a wheelchair always requires the presence of the customer.
In case of an accident
Should there be an accident during a trip, the Dispatch Centre will do its utmost to inform the customer’s relatives.
Should you be hurt during a trip serviced by the RTL, you must:
- inform the driver
- see a doctor
- call the Dispatch Centre to report the incident
- contact the Société de l’assurance automobile du Québec (1-800-361-7620) to have a file opened
- call RTL Customer Service to report the incident
In case of a claim
RTL Customer Service will give the necessary information to customers or their relatives who wish to file a claim with the appropriate organizations.