Policies | Seniors on Wheels

POLICIES
General Policies:
Seniors on Wheels provides services to both members and non-members.

Priority of service booking is given to members.
There is a nominal annual membership fee, as well as a per-kilometer charge.
The membership fee is payable in advance, while individual members may choose their method of billing for transportation or companionship services.
For the comfort of all members and drivers, smoking, eating and drinking are prohibited in Seniors on Wheels vehicles.
A driver may refuse to transport a member who appears to be under the influence of excessive alcohol, or illegal or dangerous substances. The driver may also refuse to transport any member whose behaviour or language appears abusive, offensive, disorderly or dangerous to other members or the driver.
Members must be independently mobile (this includes using collapsible walkers, canes or collapsible wheelchairs for mobility) to ride in the Seniors on Wheels vehicles.
Seniors on Wheels requires that all passengers wear seat belts. The driver will provide assistance in fastening seat belts upon request.
Service animals trained to assist an individual in living independently (for example a Guide Dog) are permitted in Seniors on Wheels vehicles.
Pets are permitted at the discretion of the driver.

Geographic Area Served
Pick up locations for seniors are: Pickering, Ajax, Whitby, Brooklin and Oshawa, to be dropped off as far as a 150 kilometer radius.

Days and Hours of Operation

Regular hours of operation are Monday through Friday, 7 am to 6 pm. Services provided outside of these hours, and on weekends, will be subject to additional charges.
Seniors on Wheels will provide services on provincial and statutory holidays, such as Canada Day, Labour Day, and Thanksgiving Day. Advance booking is required and services will be subject to additional charges.

Advanced Reservation Policy

Members have priority over nonmembers.
For guaranteed booking, please schedule at least one week in advance
Seniors on Wheels will make every attempt to accommodate members at shorter notice than this, depending upon availability.
Emergency calls will be evaluated on an individual basis, and every reasonable effort will be made to accommodate them at the highest possible priority.
Reservations will be accepted as far as two (2) months in advance.

Fare Policy

Per-kilometre charge (premium rate for members)
Optional companionship fee (premium rate for members)
Specific rates and prices are subject to change without notice.
Members may bring their own Personal Support Worker (PSW) to accompany them to provide assistance for no charge.
If a member wishes to use the Seniors on Wheels driver as a limited assistant (see Member Assistance Policy below) and companion for the duration of the service, the companionship fee applies.

Cancellation Policy

A member who is unable to make a scheduled trip may cancel without penalty at least two (2) hours in advance of the scheduled pick-up time.
Last minute cancellation may incur a cancellation fee.

Late / No-Show Policy

It is the responsibility of the member to be ready at the scheduled pick-up time. A client who is more than five (5) minutes late is considered to be a late cancellation or a no-show.
Within reason, members will not be charged a cancellation / no-show fee; non-members will incur the fee.
If a member misses his/her ride, every attempt will be made to accommodate the member, depending upon availability of drivers and vehicles. Seniors on Wheels CANNOT guarantee that the ride will be rescheduled for the same day.

Member Assistance Policy
All Seniors on Wheels drivers will provide basic member assistance in boarding and disembarking from the vehicle.

Member assistance may include guiding the passenger to the vehicle, lending a steady arm for balance in boarding the vehicle, and when necessary, securing a collapsible walker, cane, or collapsible wheelchair.
The Seniors on Wheels drivers will NOT provide assistance that involves bearing weight, including lifting and / or carrying the member. If this kind of assistance is required, members must bring their own Personal Support Worker with them.
A Personal Support Worker (PSW) is someone designated or employed specifically to help an individual with the activities of daily living, such as personal care, transferring location (lifting or significant assistance in moving), and other duties as required. Individual members requiring such assistance must arrange for a PSW to accompany them.
PSWs may travel with a member at no additional charge. It is strongly recommended that a person who requires the use of a PSW to travel, always travel with their Worker since Seniors on Wheels drivers cannot provide assistance beyond that which is described in the above paragraph.

Guest Policy

Each annual membership includes three (3) free guest passes allowing the member to have a guest accompany them three times at no additional charge. After three times, a guest may accompany them for the regular per-kilometer charge. The guest must be picked up and dropped off at the same address and at the same time as the member.

PROCEDURES

How to Register for Seniors on Wheels
'Seniors on Wheels' provides services to both members and non-members. There are benefits to membership, such as priority of service booking over non-members, and premium per-kilometre and companionship rates. Registration is required for all clients, both member and non-member, so that residential, emergency contact, and billing information is on file.
To register for 'Seniors on Wheels', an application form must be completed and signed, and submitted in person to a 'Seniors on Wheels' representative, or mailed to the address below. Payment of the membership fee, if applicable, must accompany the application.

Seniors on Wheels
20 Mapson Crescent
Ajax, ON L1T 3N2

For further information, contact (647) 224-2879.

How to Schedule a Trip
Email is the preferred method of booking. Email us at info@seniorsonwheels.ca or call Seniors on Wheels at (647) 224-2879. Bookings can be scheduled between the hours of 7 am and 6 pm, Monday – Friday.
You will need to provide the following information:

Your first and last name
Your telephone number
Time of pickup required from home
Name of destination
Physical address of destination
Time of pick-up from destination; or, request that the driver remain as paid companion
Special considerations (for example, if a guest or PSW will be accompanying you, or you will be travelling with a service animal).

How to Cancel a Trip
If you change your mind or are unable to make your scheduled trip, please inform Seniors on Wheels as soon as possible. We would prefer 24 hours notice when possible; however, up to two (2) hours notice will be accepted. If a trip is cancelled less than two (2) hours in advance, cancellation fees may apply.

How to Pay the Fare
Non-members will be required to pay at the start of the trip. Distance charges will have been calculated based on the information provided when the trip was booked. Any additional charges accrued on the trip will be payable upon the trip’s completion. — Ex: Parking etc…
Members have the option of pay-as-you–go, or to be billed on the first of the month for full month of services.
Payment for both members and non-members may be made by cheque or cash, and are Non-Refundable in compliance with the Cancellation policy .
Invoices are provided on a monthly basis.

How to File a Compliment, Complaint, or Suggestion
If you would like to recognize a member of our staff for excellent service, to file a complaint, or to make a suggestion for how we can provide you with better service, please let us know. Be sure to provide your name and telephone number or address if you would like a response. Letters may be mailed to:
Seniors on Wheels
20 Mapson Crescent
Ajax, ON L1T 3N2

Or call:

Seniors on Wheels

(647) 224-2879

or email:

info@seniorsonwheels.ca

MEMBER RIGHTS AND RESPONSIBILITIES

The member has a right to:

Safe, comfortable and courteous service.
On-time service as scheduled.

The member has the responsibility to:

Be ready for the driver by the scheduled pick-up time.
Inform Seniors on Wheels of any special assistance needs.
Inform Seniors on Wheels of cancellations at least two (2) hours before the scheduled pick-up time.
Inform Seniors on Wheels of transportation / companionship needs a minimum of four (4) hours in advance (24 hours minimum is preferred).
Inform Seniors on Wheels of any service problems (or exemplary service).