Staff Report #1 – Enclosure I – Summary of Public Feedback – AODA Accessibility Requirements

Summary of Public Feedback – AODA Accessibility Requirements

Requirement Not Satisfied Satisfied N/A
Accessibility Plan 33% 53% 13%
Procurement of Goods 28% 45% 28%
Training for Employees 45% 38% 17%
Comments provided:

· The current Accessibility Plan does not outline strategy to prevent and remove barriers

· American Sign Language (ASL) training for all employees

· Bi-annual retraining of all employees

Information & Communications Not Satisfied Satisfied N/A
Options to provide your feedback 34% 59% 7%
Formats of public reports 32% 54% 14%
Website and Web contents 25% 68% 7%
Information about emergency plans 46% 29% 25%
Comments provided:

· More formats available for public reports, such as large print and Braille

· Public information is difficult to find intuitively on the website

· Participation in feedback events for transit rarely ever get advertised on all forms of public transit (including paratransit)

Customer Service Not Satisfied Satisfied N/A
Posted accessible customer service policy 43% 47% 10%
Policy re: service animals 30% 47% 23%
Policy re: support persons 37% 40% 23%
Notice of temporary disruptions 43% 43% 13%
Comments provided:

· Some of the LTC employees are downright rude and very discriminatory towards individuals simply because they require the use of a service dog.

· There isn’t a reasonable response time for many complaints, concerns or questions

· Have better information about service delays and interruptions

· Wasn’t aware of support person policy

Employment Not Satisfied Satisfied N/A
Recruitment ads and options 33% 22% 44%
Recruitment selection process 30% 26% 44%
Informing employees of supports 19% 22% 59%
Workplace emergency information 12% 23% 65%
Individual accommodation plans 19% 19% 63%
Return to work process 15% 19% 67%
Career development and advancement 19% 19% 63%
Public Transit Services Not Satisfied Satisfied N/A
Information on accessibility equipment 33% 44% 22%
Policy – non-functioning accessibility equip 41% 30% 30%
Free support person fares 37% 37% 26%
Conventional Service Not Satisfied Satisfied N/A
Alternative service 57% 30% 13%
Fare parity with specialized service 40% 43% 17%
Accessible transit stops 50% 37% 13%
Priority seating area 55% 31% 14%
Policy regarding service disruptions 37% 40% 23%
Pre-boarding announcements 40% 40% 20%
On-board announcements 41% 45% 14%
Accessible buses 31% 52% 17%
Comments provided:

· Better planning on drivers leaving stops early making it harder with people who have disabilities to make it to the bus

· Making sure all routes are available on Sundays and stat holidays

· Using mystery shoppers to assess services to ensure drivers are adhering to needs of disabled and physically challenged users (start/stop, quick braking, moving before everyone is seated)

· People who have balance problems should be able to sit in the priority seating area and not for strollers

· The customer service policy should address how people travel with cargo on buses but also ensure access.

· The customer service policy should allow for drivers to assist people with disabilities onto conventional transit buses when they get stuck in the snow.

· Move and accommodate others that need the accessible seating

· Bus announcements not working and plan for addressing same

· Priority should be given to wheelchair users

· Bus should be lowered/ramp deployed upon request

· Too many people being left behind at bus stops since the priority seats are filled with strollers and cargo

· Most stops don’t have shelters

· Shelters can’t accommodate larger assistive devices such as scooters and larger wheel chairs

· There are stops without a pad so people with assistive devices are forced to block sidewalks while waiting for the bus

· It’s difficult to reach the stop requested strings, bus drivers do not always pull right up to the curb which makes it difficult to safely board and deboard the bus.

Specialized Service Not Satisfied Satisfied N/A
Clear eligibility criteria/temporary eligibility 22% 48% 30%
Application process 31% 46% 23%
Fare parity with conventional service 30% 48% 22%
Access to service for visitors 30% 33% 37%
Service hour parity with conventional 32% 43% 25%
Booking process 50% 25% 25%
Comments provided:

· Increased service

· There is a huge backlog of calls every morning

· Is it possible to book under 3 days?

· Not enough transportation for medical patients and call in and booking arrangements not adequate

· Not enough room for traveller and 2 companions at times

· Online booking please

· Addressing the particular needs of dialysis patients that account for a large percentage of the rides

· Not enough service hours during peak times

· There needs to be cameras like there are on conventional buses to ensure the safety and security of passengers and drivers

· Often have to book rides at inopportune times since rides are unavailable in the morning or evenings

Public Spaces Not Satisfied Satisfied N/A
Ticket office at 150 Dundas Street 28% 62% 10%
Office at 450 Highbury 10% 55% 34%
Parking at 450 Highbury 7% 38% 55%
Comments provided:

· More effective snow removal during winter months

· Get the City to shovel down to the bare sidewalk to stops

· Working with the city to ensure cleared paths of travel to bus stops, facilities, etc. especially when it comes to weather, construction, etc.

· More effective policies regarding removal of snow and ice at bus stops.

· 150 Dundas – Needs to be larger, easy way in and out with actuators on both doors

· 150 Dundas – limited to no seating for those that can’t stand long while waiting to be served

· 150 Dundas – service counters too high for wheelchair