Kingston Access Bus (KAB)
To provide, in a safe and courteous manner, a reliable, efficient, transit service for persons having impaired mobility.
Kingston Access Bus services are for residents of the City of Kingston who are unable to use conventional fixed-route transit (provided in the City of Kingston by Kingston Transit) due to physical disability as per the Integrated Regulations of the AODA. Those with cognitive disabilities may be eligible if their cognitive disability severely impacts their physical ability to use conventional transit facilities and vehicles (e.g. physical ability to board a conventional bus).
It is necessary to register in order to use the service. Eligibility is considered on a case-by-case basis and is not based on a specific health condition, but how a specific medical condition impacts mobility. Health care providers cannot guarantee eligibility. Eligibility with Kingston Access Bus is not based on:
Some applicants may only be eligible for service during winter months (November 15 to March 31 annually).
Passengers whose medical conditions require specific transportation (i.e. extreme fragility requiring transportation below regular speeds) need to contact a medical carrier for transportation.
For an application form, please call our office at 613-542-2512, or obtain electronically by clicking the “KINGSTON ACCESS BUS (KAB) REGISTRATION” tab.
Registered passengers who are inactive (i.e. do not use the service) for 3 years may have their registration cancelled and be required to reapply.
If you do not reside in the City of Kingston please contact your local municipality regarding specialized transit services. Visitors to the City of Kingston may use the service. Please see the below section “Visitor Policy”.
Cost of Service:
$2.75 per person, each way. Drivers accept cash (exact fare please as drivers do not provide change) or bus tickets which are available in books of ten for $27.50. Tickets can be purchased from a driver, or at our office. One traveling companion or support person may accompany passengers during peak hours of Monday-Friday 8am-6pm. Additional companions or support persons may travel during all other operating hours provided there is seating available when the trip booking is made. Please advise the booking agent when you are making your trip reservation that you will be accompanied. Companions and support persons travelling with a passenger must pay regular fare as well.
Passengers may apply for a “Support Person Pass” which will provide free transportation to one support person. A support person is a person whose presence is required to assist the passenger with communication, mobility, personal care, or medical needs. Passengers are required to complete an application and have a healthcare practitioner confirm the need for a support person. To obtain an application for a support person pass, please ask your driver, or contact our office at 613-542-2512 or firstname.lastname@example.org. Any additional companions or support persons must pay the regular fare.
On Road Hours of Service:
Weekdays: from 7:00am to 10:30pm.
Saturday: from 9:00 am to 10:30pm.
Sunday: from 9:00 am to 8:30pm.
For service on stat holidays please see below section “Stat Holiday Service”.
As the City of Kingston is the only municipal government that provides funding to Kingston Access Services (KAS), we limit our “regular service area” to the geographic area of the City of Kingston.
If you do not reside in the City of Kingston please contact your local municipality regarding specialized transit services.
Weekdays: from 7:30 am to 8:00 pm.
Saturday: from 9:00 am to 8:00 pm.
Sunday: from 9:00 am to 6:00 pm.
After hours, KAB uses an answering service. Please note that trip bookings can only be made during regular office hours. KAB offices are closed on most stat holidays.
Once registered, passengers may book trips up to 14 days prior to the day of the trip (for example bookings for June 22nd start being accepted on June 8th) and up to one hour in advance of the required time provided there is remaining availability. Please note that the more advance notice provided increases chances of availability. If a vehicle is not available at the time you request, an alternate time may be available. Depending on the time, origin and destination of the trip, transportation may not be available. Kingston Access Bus accommodates 97% of trip requests we receive.
All bookings are made on a “first come, first served” basis. Kingston Access Services does not prioritize trips based on the purpose of the trip.
Kingston Access Bus is a "shared-ride" service. We in many instances will pick-up/drop-off other passengers during your trip. We try to minimize your travel time; however you may be on the bus for up to 60 minutes. If you have a specific appointment time at your destination, please make us aware of this at the time of booking so we can factor this into your pick-up time.
To make a booking by phone:
Call our office at 613-542-2512 during regular office hours. Please note that our after-hours answering service does not accept trip bookings.
Kingston Access Services audibly records all calls. This is done to monitor and confirm the accuracy of bookings, and the information provided to passengers.
To make a booking by e-mail:
Send an e-mail to: email@example.com
Include in your e-mail:
You will receive a return e-mail within 24 hours with your trip time (48 hours for requests received on weekends/stat holidays). If your requested time is not available, we may contact you via phone to discuss alternative times.
Regular booking procedures apply starting 14 days in advance. Requests submitted more than 14 calendar days in advance will not be accepted NOR will requests be held by KAS until the booking window of 14 advance days opens. Please note: This will be strictly enforced.
It is strongly recommended that you call our office at 613-542-2512 for bookings if your trip request is for a time KAS operates with limited service (e.g. weekends; stat holidays; and weekdays before 8am or after 6pm). Additionally trip requests for a time within 7 days we recommend you call our office.
To cancel a trip, please call our office at 613-542-2512. After our offices are closed, our answering service will accept cancellations.
Approximately 12% of all booked trips are cancelled by the passenger with less than 24 hours notice or the passenger does not show for the bus. This limits or provides no opportunity for KAB to provide service to other passengers who wanted trips at those times. Please see the below section “No-Show and Late Cancellation Policy” regarding our policy on passengers with excessive late cancellations or no-shows.
At Your Pick-Up Time:
On The Bus:
STAT HOLIDAY SERVICE.
Kingston Access Services operates on all stat holidays with limited service.
TRIP REQUESTS OUT OF REGULAR SERVICE AREA
We do receive frequent requests from registered passengers for trips to/from areas outside our regular service area. KAS is not obligated to accommodate trip requests outside the regular service area. However such requests will be evaluated based on the following criteria:
Pets are not permitted unless being transported directly to/from a veterinary clinic.
Passengers who use service animals must complete a "Service Animal Registration Form". Contact Kingston Access Services to obtain a copy of the form.
Individuals with disabilities who visit Kingston may use Kingston Access Bus service for 14 days each calendar year. Individuals must be registered with a specialized transit provider where you live OR meet KAB eligibility criteria (please note that an assessment may be required). Please call Kingston Access Services in advance of your visit at (613) 542-2512 to set up this temporary service. Persons requiring service for periods in excess of 14 days per calendar year MUST register with Kingston Access Services. All visitor trips utilizing KAB services must be within City of Kingston limits.
As we all have experienced, it is difficult to know when a medical appointment will be finished. Therefore KAS offers a “medical callback” option, whereby as opposed to booking a bus for the return trip at a specific time (and possibly missing that bus if the appointment runs long) the medical callback option permits passengers to call us when their appointment is complete. Then when a bus is available we send it to pick up the passenger and complete their return trip home. We are one of the few cities to still offer the callback option.
Several factors affect the wait-time for callbacks such as the number of callbacks we receive, the time of day, and the destination. Thus we cannot provide an exact time of when a bus will arrive to do a callback.
For those passengers who dislike the wait time, or uncertainty of not knowing exactly when the bus will show, they should book a bus for their return trip (adding in extra time should their appointment run late).
Callbacks are limited to legitimate medical trips only, on weekdays from 8am-4:30pm. There are some geographical areas we cannot offer callbacks to.
For more information on callbacks please call our office.
Permanent bookings (also known as subscription trips) are available for those who travel on a regular pre-determined basis to/from the same destination at the same time. Approximately 52% of all trips completed by Kingston Access Services are permanent bookings. The following rules apply:
Please note: Passengers can still call to book trips for those times (starting 14 days in advance); however we may not approve such requests on a permanent basis. We will maintain a wait list for permanent requests as availability permits them to be accommodated.
NO-SHOW & CANCELLATION POLICY
Passenger no-shows and excessive cancellations, particularly when they are received with limited notice have a direct impact on the effectiveness of Kingston Access Services (KAS) to meet the needs of our over 2,400 registered passengers. Providing a high level of trip availability and fulfillment within the funding provided through passenger fare revenue and the City of Kingston is a priority of Kingston Access Services that benefits our passengers and the community as a whole. We recognize that there may be circumstances out of the control of passengers that contribute to occasional no-shows or late cancellations. However each passenger is responsible for maintaining acceptable levels of no-shows or late cancellations. KAS’s policy on no-shows and cancellations will be similar to established policies at many other specialized transit organizations in the Province of Ontario.
From the period of June-November 2011 all trip requests Kingston Access Services receives can be allocated to the following categories:
Nearly 13% of all trip requests KAS receives are cancelled with less than 24 hours notice or the passenger is a no-show. This provides limited opportunity for KAS to coordinate trips for other passengers who requested trips at those times with no availability. Each year the number of trip requests that KAS receives increases thus the demands on our service grow as well.
Completed Trip: A trip where the passenger was transported as scheduled.
Late Cancellations: A trip cancelled by a passenger where less than 24 hours notice has been provided to KAS.
Cancellation with Notice: A trip cancelled by the passenger where they have provided more than 24 hours notice to KAS of the cancellation.
No-show: When a passenger fails to show for a scheduled trip at the scheduled pick-up location. Passengers are required to be ready 5 minutes before their scheduled time as the KAS vehicle may arrive at a pickup point up to five (5) minutes before the scheduled pickup time. When a passenger is not at the designated pickup area, drivers will wait five (5) minutes from the time of arrival, upon which they will depart. Note: Most KAB vehicles are equipped with Automatic Vehicle Locators (AVL) technology that confirms the time that the KAB vehicle was at the required location should a passenger question the time of arrival and departure of the vehicle. Cancelling a trip “at the door” with the driver is considered the same as a no-show.
Unmet Demand: Trip requests that cannot be accommodated by KAS due to no availability as a result of previously booked passenger trips at the requested time. KAS maintains a “wait list” in the event a trip becomes available due to passenger cancellations.
This policy applies to any passenger who in a calendar month has more than ten (10) late cancellations and no-shows of any combination.
1. This policy will become effective March 1st, 2012.
2. Late cancellations and no-shows are recorded on a single one way trip basis. A late cancelled round trip is two trip cancellations.
3. Return trips are automatically cancelled when a no-show occurs on the first trip of a round trip. A no-show round trip is two no-shows unless the passenger contacts KAS in advance to indicate they still require the return trip.
1. After exceeding the policy conditions for the first time in a calendar month period, an initial advisory letter will be issued outlining this policy, and informing the passenger (or their registered guardian) of further progressive action that might be undertaken.
2. Upon exceeding the policy conditions within a 4 month period from the date of the initial advisory letter, Kingston Access Services will contact the passenger (or their registered guardian) directly to discuss this policy and inform of further progressive action that might be undertaken.
3. Upon exceeding the policy conditions within a 4 month period from the date of the second infraction the passenger and/or registered guardian will be required to meet with the Executive Director to explain their continued non-adherence to this policy.
4. Upon exceeding the policy conditions within a 4 month period from the date of the third infraction the Kingston Access Services Board of Directors will review and implement further progressive actions potentially including restrictions on service. Passengers and/or their registered guardian will be invited to make submissions to the Board before any service restrictions are imposed.
Circumstances (i.e. major snowstorm) that results in late cancellations or no-shows by a substantial number of passengers may be considered by the Executive Director in advance of determining if a passenger has exceeded the policy. Other unusual circumstances beyond the control of the passenger will be given consideration by the Board of Directors at step 4.
Unusual circumstances beyond the control of the passenger may include, but are not limited to:
DIGITAL RECORDING SURVEILLANCE SYSTEM USAGE POLICY & PROCEDURES
The installation of Digital Recording Surveillance Systems in vehicles operated by Kingston Access Services (KAS) is meant to assist in the collection of information related to the safety and security of employees, passengers, property, and to assist with the investigation of unlawful activities, accidents, claims or potential claims involving Kingston Access Services, including investigations into inappropriate behaviour which potentially violates KAS policies.
Kingston Access Services recognizes the need to balance the right to privacy of individuals whose images and voice are captured on digital recordings made by the digital recording surveillance system with the need to provide for the safety and security of employees, customers and property, to detect and deter unlawful and/or inappropriate behaviour/actions and to assist with Internal Investigations.
Buses equipped with digital recording surveillance systems display a written notice informing customers of the use of this equipment consistent with Section 29 of the Municipal Freedom of Information and Protection of Privacy Act (MFIPPA).
“Authorized Personnel” means Management and those Kingston Access Services supervisors directed by Management to gain access to Digital Recording Camera Devices and to undertake one or more of the following functions: to retrieve, download, view, secure, copy and distribute Digital Recordings. “Digital Recording Surveillance System” means audio/visual surveillance equipment capable of recording images and sound in a digital format used on buses.
“Digital Recording(s)” means the data (audio and video) created and stored as a result of the use of Digital Recording Surveillance System.
“MFIPPA” means Municipal Freedom of Information and Protection of Privacy Act. “Internal Investigation” means an investigation undertaken by Kingston Access Services.
III. Scope of Use
The following are guidelines recognizing that any use of Digital Recordings must not be inconsistent with existing employment policies and agreements (collective agreement) in place with employees and Kingston Access Services as an employer and not contrary to law including privacy legislation.
1) Kingston Access Services installs Digital Recording Surveillance Systems and uses the Digital Recordings generated by this equipment to:
2) Where inappropriate conduct or behaviour on the part of an employee has been captured on a digital recording camera and is observed by authorized personnel, Kingston Access Services may use the digital recording as part of an Internal Investigation into the observed improper conduct or behaviour.
3) Kingston Access Services did not install the Digital Recording Surveillance System and use related digital recordings to:
IV. Installation and Notice of Digital Recording Surveillance Systems
Digital Recording Surveillance Systems that are permanently installed in Kingston Access Services vehicles are placed in overt locations and are accompanied by signage alerting the public, employees and others of the presence of such equipment. In addition, policies regarding digital recording are available to the public through the KAS website.
V. Procedures for Securing, Retaining, and Disseminating Digital Recordings
Images captured by the Digital Recording Cameras are retained by the on-board memory device for up to 30 days (dependent upon amount of use of bus) and then automatically recorded over.
The downloading of information from the on-board recording devices to the systems central computer system is triggered in two ways:
1. Incidents such as accidents and alarms are ‘flagged’ by the driver for automatic downloading at the end of the day.
2. Images defined by a certain time/location based upon complaint or request through management, public or police in accordance with the foregoing defined uses.
Only the Executive Director or authorized personnel who are qualified Kingston Access Services staff and so designated by the Executive Director are permitted to perform digital recording downloading. A list of qualified staff will be kept indicating the dates of training of each authorized staff.
Investigation files containing a copy of the incident download and a copy of the incident occurrence documents will be kept by KAS Management as is required by Kingston Access Services for documentation/investigation/resolution/adjudication, or as required by law.
Training and Authorization of designated Personnel
VI. Dissemination/Disclosure of Digital Recordings
If Law Enforcement officials request a copy of the digital recording as part of an investigation, a copy will be made by Kingston Access Services, and that will be turned over to the investigating Police service as soon as possible.
Requests by Law Enforcement Officials must be in writing, either by means of written or emailed requests, with such written requests containing the following information:
Further, KAS, in its recording, shall document the copy of the disk being turned over, the release date and time, and the name of the employee who released the disk. If at any time there is unintended or improper disclosure of personal information contained in Digital Recordings, Management will immediately notify the Executive Director who will undertake such remedial action as he deems appropriate.
Only an authorized maintenance contractor, as approved by the Executive Director, will be given access to effect repairs, conduct routine maintenance, and provide for hardware replacement or address warranty issues. All site visits will be scheduled through Management. All replaced hard drives will be returned to Management for disposal.
Employees who are not authorized personnel shall not have access to Camera Recording Devices or Digital Recordings made by this equipment without first receiving the approval of the Executive Director, or designate.
The digital recording cameras and digital recordings generated by said equipment are the property of Kingston Access Services. Kingston Access Services retains custody and control of all Digital Recordings not provided to law enforcement. Any recordings provided to law enforcement where the recordings depict passengers or members of the public not directly involved in the incident prompting viewing of Digital Recordings, the recordings of faces will be pixilated.
Digital recordings may also be subject to disclosure to third parties in accordance with legal requirements including common law.
Use of Individual’s “Still” Pictures
As the result of an investigation for which the Executive Director has authorized release of digital recordings, from time to time it may be necessary to use an excerpted “still picture” of an individual. The two circumstances foreseen in which this may be necessary are:
1. Use of still picture to assist in contacting potential witnesses or participants to the event being investigated. In order to assist KAS to contact potential witnesses or individuals involved in the situation under investigation, the use of still pictures may be required;
2. Banning Notices- To be effective, the banning procedure requires a photograph in order to communicate the subject of the ban to KAS staff. Typically, individuals are banned for conduct which is violent, harassing, or unsafe towards KAS employees or other KAS passengers. The legislative authority to use still pictures for these purposes is either explicit or implicit in the governing legislation (Occupational Health and Safety Act, Ontario Human Rights Code).
VII. Contested Planned or Actual Use of Digital Recordings
Individuals, whose image and/or voice are viewed under this policy by Kingston Access Services, have the right to an explanation upon request as to why the image/voice is being used. All inquires are to be made to the Executive Director. If after receiving the explanation, if the individual is not satisfied with the response, he or she may lodge a complaint with the Board of Directors. The complaint will outline the records in question, their use, and the reason that the Executive Director’s response is unsatisfactory. The Board of Directors will respond in writing to such complaints, conducting such investigation and analysis as the Board deems appropriate.
Finally, from time to time KAB may have more demand than capacity, so we may not be able to accommodate you every time, however we will do the very best that we can.
Questions, problems, concerns, can be directed to the Executive Director, Trevor Fray, at the numbers listed on the contact page, or write to:
Please do not hesitate to contact the Executive Director as we welcome your comments and would like to know if our service did not meet your expectations. It is our intent to resolve all complaints to the satisfaction of the complainant - whenever and wherever possible. However , at the very least we will provide an explanation for our actions.
Remember that Kingston Access Bus is a non profit charitable organization. As such we sincerely welcome and appreciate donations. All donations are used to supplement the funding of our Operating and Capital requirements, in an effort to maintain and/or improve service levels. We will acknowledge your donation by sending you an official Receipt for Income Tax purposes. Please make your cheque payable to Kingston Access Bus. (Be sure to provide us with your name, and address in order for us to mail out the receipt.)THANK YOU.
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