care-A-van

Oakville Transit provides a door-to-door transportation service called care-A-van for people with a physical functional mobility challenge.

The service is provided
Monday to Friday, 6 a.m. to 2 a.m.;
Saturday, 7 a.m. to 2 a.m.; and
Sunday and statutory holidays, 8 a.m. to 8 p.m.

Who is eligible for this service?

Anyone who is unable to use conventional transit service due to their physical functional mobility can apply for Para-Transit service. In Oakville, this service is known as care-A-van.

How can I apply for this service?

To apply for care-A-van service (Para-Transit service), you must first complete an application form available at:

  • Oakville Transit office, 430 Wyecroft Road
  • Town Hall, 1225 Trafalgar Road
  • call 905-337-9222 to have one mailed to you
  • print the online form care-A-van application form (pdf, 241 kB)

Completed forms can be returned to

Para-Transit Application Office
c/o Oakville Transit
1225 Trafalgar Road
Oakville, ON L6H 0H3
Fax: 905-338-4166
mobility@oakville.ca

Applications for Para-Transit service must be certified by a medical practitioner and will be reviewed for approval. Once approved, you will be contacted by mail and assigned a registration number. Applications will be reviewed within 14 calendar days from date of receipt of a fully completed application form. If approved, eligibility will be granted on an unconditional, conditional or temporary basis.

My application for service was denied. Can I appeal the decision?

Yes, if you are found to be ineligible for service, you may appeal the decision in writing within 60 days of the date on the denial letter. Send your appeal letter by regular mail, fax or email:

Para-Transit Application Office
c/o Oakville Transit
1225 Trafalgar Road
Oakville, ON L6H 0H3
Fax: 905-338-4166
mobility@oakville.ca

An independent appeal committee will review your appeal and make a decision. As part of the review, you may be asked to attend an in-person interview with the appeal committee. If that is required, a meeting date will be set and transportation will be provided for you. Once a decision has been reached, you will be notified by letter.

If your appeal is denied, you must wait 12 months before re-applying for service unless there is a significant and documented change in your physical functional mobility.

How do I book a ride?

  • Call 905-337-9222, Monday to Friday, 8:30 a.m. to 4:30 p.m. to make a booking.
  • Know the addresses of the origin and destination of the ride, pick-up and drop-off times, and whether or not you will be travelling alone or with an attendant/support person.
  • If you wish to book a ride to the same location at the same time each week (known as subscription trips) contact the dispatcher one week in advance of the first ride.

To where can I travel?

Oakville care-A-van services can be used to travel within the municipal boundary of Oakville. Connections are possible between Burlington Handi Van and Peel Transhelp. It is the responsibility of the customer to make their own bookings that connect at transfer points.

Is care-A-van service accessible?

Yes. Oakville care-A-van uses wheelchair accessible vehicles to provide service to riders with physical functional mobility challenges. This service is a door-to-door program. Outside sources, such as taxis, are used when overflow situations occur.

Keeping the system fair for everyone

To ensure that the service is available to everyone who requires it, the following policies have been approved by Town Council:

  • Customers must be ready and waiting for the vehicle ten minutes on either side of the scheduled pick-up time. Vehicles cannot wait for late passengers.
  • A no-show will be logged for all passengers who do not show up for their ride or who cancel at the door. Customers with repeated no-show violations (in excess of three per month) will have their eligibility privileges reviewed, which may result in a suspension of services.
  • Customers who have booked trips and cancel in excess of three times in one month will have their privileges reviewed.
  • Companions are permitted, space permitting.
  • Drivers are not required to carry groceries or parcels.
  • Drivers are not permitted to enter a customer's place of residence.
  • Drivers cannot make unscheduled stops or stop-overs.
  • Infractions of care-A-van policies will be addressed through written warnings. Continued eligibility will be reviewed by staff after three written warnings at which time privileges to use the service may be suspended for a period of up to two weeks.
  • Where a customer's actions against the policies outlined here incur a cost to the program, the customer will be charged for that cost.

Customers of care-A-van are encouraged to use wheelchairs and scooters that comply with Canadian Standards Association (CSA) standards when travelling on care-A-van services to optimize safety for all passengers:

  • The combined weight of the wheelchair/scooter and passenger shall not exceed 600 pounds.
  • The maximum base dimensions for wheelchairs, scooters or walkers shall not exceed 30 by 50 inches.
  • All wheelchairs shall be equipped with a seat belt (lap belt), which must be used.
  • Wheelchairs and scooters shall have functioning brakes.