Eligibility is restricted to citizens of the City of Cornwall and is considered on a case-by-case basis.  It’s not based on a particular disability, age, income level or lack of availability of Conventional transit in the applicant’s area. Visitors can qualify for a Temporary term.

Specialized Service is not intended for those who find it inconvenient or more difficult to use Conventional Service or for those who are reluctant or unwilling to use Conventional Service for other reasons. The service is also not an attendant care service, a subsidized taxi service or an emergency medical service.

Eligibility for specialized transit, if approved, falls under one of these categories:

• Unconditional – a person with a disability that prevents them from using Conventional Service.
• Temporary – a person with a temporary disability that is expected to improve, that prevents them from using Conventional Service (example: surgery recovery).
• Seasonal – a person with a disability where winter conditions limit their ability to consistently use Conventional Service.

Registered Specialized Service users will be reviewed for eligibility at a minimum of every three (3) years unless otherwise specified.

The application package must be completed and signed by you and your Health Care Professional (to avoid delays in processing).  Any fees charged by your Health Care Professional to fill out the application forms are the responsibility of the applicant. Please note the completion of this application does not guarantee eligibility. 

Forms are made Available:

• Online (mobile and desktop applications or PDF download)
  • Mobile and Desktop Link - https://tinyurl.com/46vna7w3
  • PDF Download
• In Person at the Cornwall Transit Office: 863 Second Street West, Cornwall ON, K6J 1H5 

Application Review Process

Cornwall Transit will review the application and determine eligibility.  You may be requested to provide additional information.  You will be notified when a decision has been made, within 14 calendar days (after the completed application is received by the Specialized Service).

Appeals

Cornwall Transit has established an appeal process to review decisions respecting eligibility. To view the Specialized Service Eligibility Appeals Form, click here.

Cornwall Transit shall decide on an appeal with respect to eligibility within 30 calendar days after receiving the complete appeal application, but if a final decision is not made within the 30 days, the applicant shall be granted temporary eligibility until a final decision is made.

If your application is denied and you wish to appeal, please contact the Cornwall Transit office to acquire the proper documentation to start the appeal process.

Hours of Bus Service:

Booking Hours:

Step by Step – How to Book a Ride on the Cornwall Transit Booking App

1. Download the “Cornwall Transit Booking” app from the Apple or Google Play Store.
   
   
2. Once downloaded, open the app. You’ll be asked to sign up with your phone number, then you will wait for a verification code and be able to create your profile. If you already have an account, use the same steps but you will not need to create a profile!
   
   
3. Now it’s time to schedule your ride. Select the “where to?” button and type in the address of your destination. Select the date and time you would like to leave or arrive by. Press confirm and proceed to “choose a ride option”. Specify any accessibility needs you have and your method of payment, then press “select specialized service”.
   
   (Remember, this service can be booked 14 days in advance and therefore may be subject to availability if this is a last-minute booking).
4. You will now be directed to the “ride confirmation” screen. This is where you want to make sure your pickup and drop off date, locations and times are accurate then press “request ride”. Your trip is now scheduled! You now have the option of choosing to book a return trip or book another trip. If neither is needed, then you can simply exit your app, and you will receive confirmation that your ride was scheduled via email or mobile app notification.

That’s it! The Cornwall Transit Booking app is here to help you get where you need to go — easier and faster.

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• Trip bookings may be requested through the Cornwall Transit Specialized Service app, available to download for iOS or Android devices by searching “Cornwall Transit Booking” in the Google Play Store or Apple Store.
  • IOS (Apple) https://apps.apple.com/us/app/cornwall-transit-booking/id6742413532
  • Google (Android)
  • Mobile or Desktop Link
    

• All bookings are made on a “first come, first serve” basis. 
• Trip bookings can also be made by calling Cornwall Transit during normal office hours (listed above)
• You may book up to 14 days in advance.
• Trip requests for same day service will be accommodated subject to availability.

Given the high demand for the service, it is critical for customers to call and cancel any trips they do not require.

• People who have booked a trip by calling the Cornwall Transit office directly will need to cancel the trip by calling The Cornwall Transit office no later than 2 hours before the trip.
• People canceling a trip later than 2 hours before will be required to pay one regular fare for the cancelled trip. This payment must be made prior to further use of the Cornwall Transit Service.
• People who have booked a trip through the Cornwall Transit Booking app will need to cancel the trip 2 hours before the scheduled pick up. A cancellation fee will be required if you cancel the trip later than 2 hours. 
• People cancelling due to inclement weather will be permitted to cancel the morning of with a minimum of 30 minutes notice.
• People may make up to three trip cancellations by telephone or through the Cornwall Transit Booking app in any one month. Any cancellation of more than three in any one month will result in a charge of one regular cash fare for each excess trip cancelled in that month. Payment for excess cancellations must be made prior to further use of the Specialized Service.
• People who do not respond after 3 minutes past their scheduled pick-up time of the Specialized Service arriving at the door shall be deemed a “no show”. A “no show” charge is equivalent to one regular cash fare and must be paid by the person involved prior to further use of the Specialized Service.  A Letter will be sent out if you have 5 or more “no show”.

Service

• Specialized Service shall be operated such that the bus arrives within 10 minutes before the scheduled pickup time.  Drivers may arrive late due to situations out of their control.
• Customer trips shall be scheduled such that a customer is not on the vehicle for longer than 30 minutes.
• Intermediate stops will not be allowed unless booked and confirmed in advance.

Driver & Customer

• Drivers are responsible for assisting customer travel between the exterior accessible door at the trip origin and/or destination and the Specialized Service vehicle, including pushing a wheelchair or other mobility device or assisting an ambulatory passenger.
• Drivers are responsible for assisting the customer in boarding the vehicle, including the sole operation of the wheelchair lift equipment.
• Drivers are responsible for securing mobility aids in vehicles and fastening passenger seat belts. Customers using a scooter or transfer chair must transfer to a fixed seat on the bus and the scooter must be secured.
• Drivers are not permitted to carry parcels or personal effects belonging to Specialized Service customers.
• Customers are not permitted to have more than two bags of groceries/goods. Customers should not have heavy bags or packages on the rear handles of wheelchairs that cause instability.
• Specialized Service customers requiring additional assistance or supervision to ensure personal safety during the trip must arrange to have an attendant to travel with them. One attendant is allowed, and may travel at no charge, only if this person is required to assist or attend to the customer during their transport. Space for an attendant must be reserved at the time of the trip booking.

Subscription Service is permanently scheduled when the day of the week, time, pick-up location and destination is always the same. Cornwall Transit reserves the right to limit subscriptions to availability. Provision of the subscription trips will be subject to the frequency of the trips and availability of service at the requested time. 

Guidelines and application information are available here.

All customers shall be required to pay the regular fare for services. There are no exceptions. Fare pricing can be found on the Cornwall Transit website under the “Fares and Passes” tab.  

10-Ride Cards and Monthly Passes can be purchased at the following locations throughout Cornwall:

• Shoppers Drug Mart – (Cornwall Square, Eastcourt Mall, Brookdale Avenue)
• Fullerton Drug Store (Pitt & Second)
• Baxtrom's Independent Grocers (31 Ninth Street East)
• Pop Shoppe Convenience Store (101 Emma Street)
• City Hall (360 Pitt Street)
• Cornwall Transit (863 Second Street West)
• St. Lawrence College (2 Belmont Street) - Student Passes only
• Salvation Army (401 Fourth Street West) - Community Passes only
• Medical Arts Pharmacy (173 Montreal Road)

Reloadable Cards are available:

• For pick up in Person at the Cornwall Transit Office
• Loading / reloading your card can be done online at https://cornwall.usetransit.com/#/login once you create an account!

Pick up and Drop off Locations

• Service is provided from “accessible exterior door to accessible exterior door”. For the safety of both the customer and the Driver, Drivers will not take mobility devices up or down more than one step. It is the customer’s responsibility to provide a ramp where there is more than one step.
• It is the customers’ responsibility to ensure that all ramps are safe and in good repair. This includes ensuring ramps are clear of debris, ice and snow, surfaces are non-slip and ramp angles allow for safe motion.
• Customers are responsible for ensuring that their residence is accessible for travel between the exterior door and the Specialized Service bus. Stairs, steep slopes and narrow paths should be avoided. During winter months, it is the customer’s responsibility to keep the path between the exterior door and the bus stop area clear of snow and ice. If conditions do not meet acceptable accessibility standards, the customer must arrange for their own assistance to travel to and from the Specialized Service bus or service may be suspended until the situation is improved to an acceptable accessibility condition.
• Bus stops and paths to doorways at major activity centers and destinations must be reasonably accessible and maintained clear of snow and ice during winter months. Where problems are identified, the situation will be confirmed by supervisory staff and the agency or owner will be advised of the problem. If the problem cannot be resolved, service to that location may be suspended until the situation is improved to an acceptable accessibility condition.
• For the safety of both the customers and the Driver, it is the customer’s responsibility to ensure that their mobility device is in a safe condition (air in tires, working brakes, etc.) for transport, or service will not be provided. The Driver will notify the Supervisor if they feel the device is unsafe and the customer will be responsible for bringing the device to a safe standard before further trips are provided. Drivers will not pick up passengers with defective mobility equipment.
• Our Specialized Service buses are equipped with hydraulic lifts & ramps to transport customers in mobility devices. See below for size and weight restrictions for mobility devices that must be met with the Specialized Services.

Wheelchair Dimension

• All wheelchairs cannot exceed the following measure 30” wide x 50” long. (76cm x 127cm)
• Maximum combined weight of passenger and mobility aid may not exceed 800lbs (363kg).

Emergency or compassionate grounds

Cornwall Transit has developed procedures respecting the provision of temporary specialized transportation services earlier than in the 14 calendar days:

• where the services are required because of an emergency or on compassionate grounds; and
• where there are no other accessible transportation services to meet the person’s needs.

Visitors

Cornwall Transit:

• makes specialized transportation services available to visitors; and
• consider as eligible,
• visitors who provide confirmation that they are eligible for specialized transportation services in the jurisdiction in which they reside, or
• visitors who meet the specialized transportation services eligibility requirements of the specialized transportation service provider.
• Cornwall Transit has developed criteria to determine who falls into the category of visitor for the purposes of this section.
• Cornwall Transit has policies respecting the collection, use and disclosure of personal information collected for purposes of determining eligibility under this section.

Companions and children

Cornwall Transit allows companions to travel with people with disabilities if space is available and will not result in the denial of service to other people with disabilities.

Cornwall Transit allows dependents to travel with a person with a disability who is the parent or guardian of the dependent. Please note our buses are not equipped with child restraint securement systems and equipment.