Parallel Transit

You can ask for up-to-date Parallel Transit information in a format that works for you. This may include large print, an accessible electronic document, or help communicating with us.

We will work with you to find the best way to provide the information. There is no extra charge for accessible formats or communication supports.

To request an accessible format, communication support, or help using this webpage, contact Parallel Transit at 519-271-4000 or pdispatch@stratford.ca.

Our Commitment to Parallel Passengers: As required by Ontario Regulation 191/11, this document sets forth the policies and procedures for serving Stratford Transit and Stratford Parallel Transit passengers with a disability under normal circumstances, and in exceptional cases such as the failure of a vehicle accessibility feature. These following procedures are Stratford Transit and Stratford Parallel Transit policies.

Download the Stratford Parallel Transit Application Healthcare Form and have your Healthcare Professional complete. Submit the completed Healthcare Form with your Passenger Application.

This form must accompany all Passenger Applications (see Step 2), whether submitted online or delivered to the Parallel Transit Office in a printed format.

You can complete the Passenger Application yourself, or someone you choose can help you. Choose one (1) of the methods below to complete this step:

For help completing an application, call 519-271-4000 during Office Hours.

We may ask you to complete another assessment if your temporary eligibility needs to be reviewed.

If you do not agree with our eligibility decision, you can ask for an independent review. We will review your complete appeal and make a decision within 30 calendar days. If we do not make a final decision within 30 calendar days, you can use Parallel Transit temporarily until the appeal is decided.

If you need accessible transportation right away because of an emergency or compassionate situation, you can ask for temporary eligibility while we review your application.

Tell us on your application that you are requesting emergency or compassionate consideration. Tell us why you need the service right away. Contact Parallel Transit if you need help making this request.

There is no fee to apply or appeal. Application and appeal information is available in accessible formats on request.

Visitors to Stratford may use Parallel Transit if they cannot use regular Stratford Transit buses because of a mobility need.

You are considered a visitor if you do not live in Stratford permanently and are staying in the city for a short time.

To request service while visiting Stratford, contact Parallel Transit directly. Rides are available based on vehicle and driver availability.

If you become a permanent resident of Stratford, you must complete a Parallel Transit application to continue using the service.

• See Requesting a Ride for booking information
• See Parallel Transit Rates for information on fares and passes

A support person rides free when they are needed to help a passenger use the service. This may include help with communication, mobility, personal care, medical needs, or access to the vehicle.

One (1) support person may travel free with each eligible passenger. Please arrange for your support person before booking.

If the support person is picked up or dropped off at a different location than the passenger, an additional fare may apply.

Another passenger on the vehicle cannot act as your support person.

Infants and young children cannot travel alone on Parallel Transit. They must be accompanied by a parent, guardian, or another responsible adult aged 18 or older.

Each child must have their own seat or approved space for their mobility device. Children must not be held on an adult’s lap while the vehicle is moving.

Children under 5 ride for free.

Contact Parallel Transit before booking if a child will travel with a car seat, booster seat, stroller, wheelchair, scooter, or other mobility device. We will confirm whether the equipment can be carried and secured safely on the vehicle.

Strollers and mobility devices must be secured before the vehicle moves. Brakes must be on, and aisles and emergency exits must be kept clear.

Service animals are welcome on Parallel Transit vehicles and in public areas of Stratford Transit facilities. While on the bus:

• Service animals must remain under the passenger’s care and control at all times
• Service animals must not pose a risk to other passengers or drivers

Pets are allowed on Parallel Transit vehicles, following these rules:

• The pet must be secure in an enclosed pet-purposed carrier at all times
• The carrier must be held on the lap of the rider or fit under their seat/at their feet when they sit/stand

If it is not clear that an animal is a service animal, staff may ask for documentation showing that the animal is needed because of a disability. Staff will not ask about the nature of a person’s disability.

• Allow enough time to travel to and from your appointment. Your trip may take up to 45 minutes.
• When booking a return trip, allow extra time in case your appointment runs late.
• If your appointment ends early, call the office. We may be able to pick you up sooner.
• Keep your driveway, sidewalk, and steps clear of snow, ice, and clutter.

• Be ready at least five minutes before your scheduled pick-up time.
• Wait at the accessible entrance to your pick-up location, such as the main lobby of a medical facility.
• Parallel Transit is a shared-ride service. Traffic, weather, and other unexpected delays may mean your vehicle arrives up to 10 minutes late.

Parallel Transit Drivers can assist with:

• Moving a manual wheelchair up or down one step
• Carrying up to four grocery bags, or an equivalent amount
• Transporting individual passenger shopping carts, where space permits

Drivers cannot move electric wheelchairs or scooters up or down steps.

Please make sure your pick-up and destination locations are accessible. If you are unsure whether your location is accessible, please contact us.

• All passengers must use the passenger restraint system provided in the vehicle.
• Wheelchairs and scooters must back onto the lift. Ask the driver if you need assistance.
• Your wheelchair must be safe to secure in the vehicle. Parallel Transit uses Q’Straint tie-downs to secure wheelchairs.
• Passengers using electric scooters must transfer to a vehicle seat. Drivers cannot assist with transfers.
• If you cannot transfer from your scooter, a signed medical release is required.

Parallel Transit vehicles are smoke-free vehicles, meaning smoking is not permitted in or near a Parallel Transit vehicle.

Stratford Transit has Emergency Procedures to help keep passengers - including our Parallel passengers - safe. 

Our buses are equipped with:

• 911 emergency button
• Two-way radio communication with a supervisor
• Fire extinguisher
• First aid kit
• Emergency reflectors

Emergency procedures and public safety information are available in accessible formats and with communication supports on request.

In an emergency, the driver will help passengers with injuries or disabilities exit the vehicle safely and move to a safe place away from traffic.

In the event the ramp power assist does not function the Operator is to manually deploy the ramp.

If a transit stop is not accessible, the driver will ensure the passenger can get on or off at the closest safe location, as determined by the driver. The driver will consider the passenger’s preference when choosing a safe location.

Drivers are required to provide trip and destination information to boarding passengers upon the passenger’s request.

To ensure consistency of the information presented to passengers and to align with other public information systems, Drivers will use the information displayed on the bus destination screen when asked for route information.

Drivers are to announce the route and destination, including any ‘via’ directions in a clear statement, loud enough to be heard by the passenger requesting the information.

Drivers starting a trip with a known detour are required to announce at the start of the trip and after leaving all time-points along the trip, the detour route and requesting that any passengers needing assistance or support planning an alternate stop location to speak to the Operator.

Sample Announcement: "We apologize in advance for the inconvenience, however this trip will be on detour between [street 1] and [street 2]. Should you need assistance in getting to your destination please speak to me. Thank you."

If accessibility equipment is not working and we cannot provide the same service another way, we will do what we reasonably can to help affected passengers.

We will repair the equipment as soon as possible.

Procedure for Marginal, Minor, Major Defects:

Current legislation and Stratford Transit procedures require Operators with non-functioning automated stop announcement technology to contact Dispatch to arrange a change-off as soon as practicable.

While the bus with non-functioning automated stop announcement technology remains in service the driver is required to announce to customers at the start of the trip and after leaving all time-points along the trip, the bus stop announcement system is not functioning and should customers need assistance to contact the Operator.

Sample Announcement: "We apologize for the inconvenience however the bus stop announcement system is not working at his time. Should you need assistance finding your stop, please see me. Thank you."

The Priority Seating area is a regulatory requirement under the Accessibility for Ontarians with Disabilities Act (Regulation 191-11). In following these requirements, the City of Stratford requires that passengers, other than persons with disabilities, must vacate priority seating when requested to do so by a passenger with a disability or by the vehicle operator.

If priority seating is full, a passenger needing this space may ask those seated to make room.

Please remember that passengers seated in priority seating may suffer from a disability not easily recognized by others and they may be uncomfortable discussing it in public. If the passengers in the Priority Seating area do not move when requested, proceed to the Courtesy Seating area to find a seat.

Please note that Parallel Transit Drivers will not enforce the Priority Seating regulatory requirement by determining who is more entitled to the priority seating area; we expect our passengers to do the right thing.