Mobility Bus

Eligibility

You are eligible to use the Mobility Bus if you are a resident of the City of Belleville (Ward 1 or 2) and are a person with a disability who experiences challenges in using our fixed route transit system.

When determining eligibility, we consider barriers that affect an individual’s ability to use our fixed route transit system. These factors can include, but are not limited to:

• Distance to an accessible bus stop.
• Accessible paths of travel to and from bus stops.
• Navigation and wayfinding of the fixed-route transit system.
• Safety considerations, including mental health, behavioural, and physical safety.
• Ability of conventional transit buses to appropriately accommodate the use of various mobility or assistive devices when boarding, ease and safety during the trip, and when disembarking.
• Level of support to use public transit successfully and as independently as possible.
• Protection from weather, and condition of paths of travel and bus stops in bad weather.
• Any other individual factors provided through the application process.

Submitting an application

• Complete the Mobility Bus Application Form online.
  • Once you have filled in your personal information, print the form and have the “Request for Professional Certification” portion completed by a health care professional.
• You can obtain a copy of the application form or drop off your completed application at City Hall or the Transit Office. You can also mail us your completed application.
  • City Hall 169 Front Street, Belleville, ON K8N 2Y8
  • Transit Office 400 Coleman Street, Belleville, ON K8P 3J4
• Your application form must be signed by an appropriate health care professional.
• Your completed application form, including medical portion, must be returned to one of the listed locations for review and approval.
• Your eligibility will be determined within 14 calendar days after we receive your application.
  • If your application form is not fully complete, we will return it to you.
  • We may contact you for further information if your eligibility is not clear.
  • We will notify you in writing if your application is denied.

Obtaining your Mobility Identification Card

After your application is approved, you will receive a Mobility Bus package in the mail that contains your Mobility Identification Card with your I.D. number and all the information you will need to book your rides.

Visitors

If you are a person with a disability visiting the City of Belleville and experience challenges using our fixed-route transit system, you may be eligible to use the Mobility Bus. You will be required to demonstrate you are registered with a similar transit service in a different community. Please contact us for more information by email or call 613-962-1925 option 2.

Booking your ride

Travelling with a mobility device

Riders using a scooter or wheelchair that is not equipped with tie down hardware, are required to transfer to a seat on the bus. All mobility devices must be safely loaded and secured or they cannot be transported.

Belleville Transit reserves the right to refuse to transport any mobility devices that cannot be safely secured or are unsafe for use during transportation.

• All mobility aids must be clean, hygienic, and in good repair or they will not be transported.
• All wheelchairs, scooters, and walkers must have functioning brakes.
• All mobility devices must be transported with you, at no more than a 30-degree angle from neutral upright.
• Bags, parcels, baskets etc. attached to or located on mobility devices must not interfere with or limit the driver’s ability to safely secure the device. Trays on wheelchairs must not interfere or prevent the vehicle’s lap belt from being applied properly.
• Oxygen containers must meet Transport Canada guidelines and must be capable of being safely secured.
• Belleville Transit is not medical transportation. Medical equipment must be designed to be portable, easily loaded, capable of being safely secured, and not be of delicate/sensitive nature.
• Most mobility scooters are not designed for use on specialized transit vehicles, nor do they meet minimum crash test standards.
  • 3-wheel scooter: Riders using a 3-wheel scooter must transfer to a seat on the bus during transportation. Under no circumstances will you be transported while on your 3-wheel scooter. You must be able to transfer to/from the 3-wheel scooter and a seat on the bus with minimal assistance from the driver. Riders wishing to use a 3-wheel scooter must ensure that they include this in their application and make sure to let us know if this changes.
  • 4-wheel scooter: It is strongly recommended that riders using a 4-wheel scooter transfer to a seat on the bus during transportation. Belleville Transit reserves the right to require you to transfer to a seat on the bus, if the scooter is deemed to be unsafe for transportation with you on it.
• Walker/wheelchair combo devices (also known as “rollators”) are not designed for use on specialized transit vehicles, nor do they meet minimum crash test standards.
  • Walker/wheelchair combo: Riders using a walker/wheelchair combo device must transfer to a seat on the bus during transportation. Under no circumstances will you be transported while on your walker/wheelchair combo device. You must be able to transfer to/from the walker/wheelchair combo device and a seat on the bus with minimal assistance from the driver. Riders wishing to use a walker/wheelchair combo device must ensure that they include this in their application and make sure to let us know if this changes.

Waiting for your ride

The Mobility Bus may arrive up to 10 minutes before your scheduled pickup time or up to 10 minutes after your scheduled pickup time. You can stay up to date on the status of your ride using the BT Let’s Go app or website.

We ask that you are ready and waiting at the accessible door (e.g. lobby of apartment building or medical facility) 10 minutes prior to your scheduled pickup time.
The driver will wait for you for 3 minutes past your scheduled pickup time. If you are not ready, the driver must leave to maintain their schedule and a “No Show” report will be recorded.

If you are delayed arriving at your pickup location, please contact Transit Dispatch immediately at 613-962-1925 option 2, and either speak with a dispatcher or leave a message on the voicemail.

Note: The Mobility Bus can be delayed because of traffic and road conditions.

Riding the bus

Your fare is required at time of boarding. You can board the Mobility Bus using cash, tickets, passes, reloadable smartcards or the BTap app from a mobile device. The fares for the Mobility Bus are the same as our fixed-route transit.

The service is available 7 days a week within the boundaries of Belleville (Ward 1 and Ward 2). We do not operate on statutory holidays. All bookings are made on a “first come, first serve” basis. Bookings are available from Monday through Saturday between 7 a.m. and 10:30 p.m. and between 8:00 a.m. and 10:30 p.m. on Sunday.

Although this is a door-to-door service, please remember it is not a direct ride. The bus operates as a public transit service, and you will be riding with others during the trip. The length of your trip will depend on the number of bookings for that time and day.

Rider assistance

Belleville Transit Specialized drivers DO:

• Operate power lifts on their vehicle and secure mobility devices.
• Assist you with lap/shoulder straps and belts.
• Assist you on and off vehicles.
• Assist you between the vehicle and the inside of the first exterior set of accessible doors at the place of origin and/or destination.

Belleville Transit Specialized drivers DO NOT:

• Enter your premises under any circumstances.
• Lock any doors to your premises on your behalf.
• Make any repairs or adjustments to your equipment.
• Transfer you from a mobility device to any kind of lift device. You must have an attendant or caregiver who will assist you, if required.
• Help with parcels or baggage. Limit your possessions to those that you can carry or travel with a companion that can assist you. Packages should only be those that you can carry and store on your lap. Bags cannot be stored in the aisle of the bus.
• Take your equipment down the steps and then go back up for you. All equipment must be at ground level when the operator arrives.
• Provide medical assistance, administer medication, or adjust medical equipment.

Cancelling your ride

Please cancel your scheduled ride as far in advance as possible. You can cancel your ride using the BT Let’s Go app or website.

Early notice may permit other riders to use your reservation time. Drivers cannot accept cancellations.

If you are unable to cancel your scheduled ride using the BT Let’s Go app or website you can cancel by contacting Transit Dispatch by email or calling 613-962-1925 option 2.

Failure to cancel

Should you forget to cancel, or the driver arrives and you are not there, the driver will wait 3 minutes past your scheduled pickup time and then will submit a "No Show" report. In fairness to others, it could be necessary to discontinue service to riders who frequently forget to cancel their reservations.

After 3 “No Show” reports a customer service person will contact the rider to advise of the no show reports and advise further instances could result in a service disruption.
If there are 3 more “No Show” instances, a letter will be sent to the rider advising that their service has been suspended for 2 weeks, and they will not be able to book rides.

If following this process, the rider continues to collect “No Show” reports their service could be suspended indefinitely.

Information changes

Please ensure that any changes to your address, name, phone numbers, attendant requirements, and emergency contact information are updated using the BT Let’s Go app or website.

Travelling with a support person or companion

You may designate a person to travel with you as a support person for additional assistance during a trip or at the destination. You must indicate on your application form that you would like to travel with a support person, and this must be confirmed by a medical professional.

You are only allowed one support person per trip, but your support person may change each trip. Your support person will travel free of charge when accompanying you.

You can also have a companion traveler with you, but this is subject to seat availability, and your companion will be required to pay the regular fare. A person would be considered a companion if they are not there to offer direct support and/or a medical professional has not validated your request to travel with a support person.

When booking a trip, you must notify us that you will be travelling with a support person or companion. Your support person or companion must have the same pickup and drop-off locations as you.

Drivers will escort riders to and from street level doors. If there is a step at your departure or destination, wheelchair users must arrange to have another person available to assist.

Guide dogs and service animals

Guide dogs and service animals are permitted on Belleville Transit Buses.

When it cannot easily or clearly be seen that the animal is a service animal, a document from a regulated health professional confirming that the person requires the animal for reasons relating to their disability must be presented to the driver when boarding a Belleville Transit vehicle.

The following are regulated health professionals authorized to issue a service animal letter:

1. A member of the College of Audiologists and Speech-Language Pathologists of Ontario
2. A member of the College of Chiropractors of Ontario
3. A member of the College of Nurses of Ontario
4. A member of the College of Occupational Therapists of Ontario
5. A member of the College of Optometrists of Ontario
6. A member of the College of Physicians and Surgeons of Ontario
7. A member of the College of Physiotherapists of Ontario
8. A member of the College of Psychologists of Ontario
9. A member of the College of Registered Psychotherapists and Registered Mental Health Therapists of Ontario

Any animal that cannot easily or clearly be seen to be a service animal, and a document from a regulated health professional confirming that the person requires the animal for reasons relating to their disability cannot be provided, the pet must be leashed and muzzled or secured in a pet carrier.