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Kingston Access Bus (KAB)

Kingston Access Bus (KAB)
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Mission Statement:

To provide, in a safe and courteous manner, a reliable, efficient, transit service for persons having impaired mobility.



Office Hours: (Holiday 2020 update)

  • December 22-24: 7:30am to 6pm
  • December 25: Closed
  • December 26 & 27: 8am to noon
  • December 28-31: 7:30am to 6pm
  • January 1: Closed
  • January 2 to January 23: 7:30am to 6pm
  • Kingston Access Services will continue to operate service throughout the 28-day lockdown from December 26th to January 23rd; however on-road service will be reduced. Please try to ensure that any trips you take are essential. All previous safety measures during Covid (i.e. mandatory masks) remain in effect.

  • It is the responsibility of passengers to ensure that any destination they travel to is in fact operating before booking your trips;
  • If you have permanent bookings to a destination that will be closed during this period, it is your responsibility to contact us to put your permanent bookings on hold (it is not the responsibility of the program to contact us). Provided we receive a minimum of 7 days advance notice of putting your permanent bookings on hold, they will not count as “non-use” of a permanent booking towards meeting minimum usage requirements (i.e. permanent bookings must be used a minimum 75% of occasions over a 3-month period, otherwise they are subject to being cancelled).
  • Fares will continue to be charged for transportation during the lockdown period. If you have already purchased a January monthly pass but will not require it due to the lockdown, it is your responsibility to contact us prior to January 1st to have your payment applied to a future month’s purchase.

  • PERMANENT BOOKINGS (Oct 5, 2020 update)

    There are approximately 400 permanent bookings each week which have been on hold since March/April due to Covid closing many programs and facilities. We have not been accepting any “new” permanent booking requests to ensure space for when the “existing” (i.e. pre-Covid) permanent bookings resume. However most programs and facilities which remain closed at this time have no idea of when they may resume operations. As a result effective November 1, 2020 any “existing” permanent booking which has not resumed being used by that date will be cancelled permanently. Passengers will need to contact us to reapply for permanent bookings when their programs/facilities re-open. We are now accepting “new” permanent booking requests. Please note:

  • Each hour we endeavour to maintain approximately a 50-50 mix of bus availability between permanent bookings and on-demand bookings (i.e. non-recurring trips). Thus to ensure room for “on-demand” bookings not all permanent booking requests can be accommodated.
  • A permanent booking must originate from and travel to the same destination, on the same day of the week at the same time every week. Once set up, each individual permanent booking must be used unchanged a minimum 75% of days over a 3-month period. Permanent bookings are automatically cancelled on stat holidays, or days observed in lieu of a stat holiday by Kingston Access Bus. Those cancellations on stat holidays do not count towards the 75% threshold.

  • Notice to all passengers regarding COVID-19

    Resumption of fares effective Tuesday, September 1, 2020

    Effective Tuesday, September 1, 2020 fares will resume being charged by Kingston Access Services. For each trip passengers will be required to pay either:

  • $3.25 cash (exact change only); or
  • Provide a ticket; or
  • Have a valid September monthly pass*.
  • * Passengers who have a March monthly pass will have those passes extended to cover the month of September. There will be no refunds for March monthly passes.

    If you need to purchase a September monthly pass, we will have details the week of August 17th on payment options.

    For passengers whose qualification for the “Municipal Fee Assistance Program” expired between March 1, 2020 and September 30, Kingston Access Services will extend your qualification for discounted passes until September 30, 2020.


    (as of Thursday, July 2, 2020):

  • Kingston Access Bus is operating with limited service as most community programs and services have been suspended. Bookings accepted starting 14 days in advance of the trip date.
  • Effective June 27, 2020: As per KFL&A Public Health, masks are mandatory in all public commercial establishments. This includes transit. All passengers must wear a mask when using Kingston Access Bus, unless unable to do so due to legitimate medical conditions. Any passengers, companions, and attendants must use the vehicle’s lift for entering/exiting the bus if they are not wearing a mask.
  • To aid in physical distancing, we have reduced passenger capacity on our vehicles. Passengers must inform us at the time of booking if they will be having a companion/attendant travel with them.
  • Our buses are not thoroughly sanitized following every passenger, nor as public transit are you assured of being the only passenger on the bus.
  • For the monthly of July, Kingston Access Bus will not be charging fares for transportation.
  • Our office hours for trip reservations have changed: 7:30am to 5pm
  • o From 5pm to 7:30am our phones will be answered by our after-hours answering service. Please note the after hours service cannot make trip reservations.

  • For the latest information please go to the Kingston Access Bus FaceBook page, or sign up for electronic e-mail alerts.

  • Updated April 7, 2020:

  • We will not be operating on Good Friday (April 10) or Easter Sunday (April12). KAS offices will be closed on Good Friday, Easter Sunday, and Easter Monday.
  • We have temporary on-road hours. Monday-Saturday our buses will cease service at 9:30pm (note: 10pm & 10:15 dialysis patients will still receive their pick-up at KGH). Sunday our service hours will be 8am-8pm.
  • All passengers must use the lift for entering the vehicle. No passengers are to use the stairwell for entering/exiting the vehicle.
  • If you have any signs of cold/flu transportation may be denied.
  • For passengers travelling from grocery stores: Drivers ARE NOT responsible for carrying items on/off the bus for you or carrying them to your door. Any items you bring on the bus you must be able to safely secure. They CANNOT be left on the floor of the bus.
  • We are limiting the number of passengers on the bus to a maximum of 2 passengers using bus seats and 2 passengers on wheelchairs/scooters at a time. If someone is travelling with you, it is your responsibility to let us know at the time of booking.

  • Who Qualifies:

    In order to become a registered passenger of Kingston Access Bus, a person must:

  • Reside in the City of Kingston; and
  • Have a disability as per the integrated Accessibility Standard (Ont. Reg. 199/11) and Accessibility for Ontarians with Disabilities Act 2005 (A.O.D.A.) which prevents the person from using conventional fixed-route transit services offered by the City of Kingston through Kingston Transit.
  • Eligibility is considered on a case-by-case basis, and is not based on a specific health condition; but if the applicants condition(s) prevent them from using conventional transit.

    Eligibility is not based on:

  • age, loss of driver’s license, inability to drive, availability of others to travel with the applicant on conventional transit;
  • conventional transit services not being offered in the area of the applicant’s pick-up/drop-off locations, or lack of proximity to bus stops;
  • unwillingness or reluctance to use conventional services on the part of the applicant.
  • Please Note: Financial need is not a criterion for eligibility.

    Some applicants may only be eligible for service during certain periods of the year.

    Passengers whose medical conditions require specific transportation (e.g. extreme fragility requiring transportation below regular speeds or inability to remain on the vehicle for up to 1 hour) need to contact a non-emergency 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:

    Effective January 1, 2020 the fare is $3.25 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 $32.50. Tickets can be purchased from a driver, or at our office. Please be aware, we only accept cash or cheques (no interac or visa).

    Passengers with blue tickets with a face value of $2.75 are required to provide the extra $0.50 for transportation.

    INFORMATION FOR PURCHASING MONTHLY PASSES (updated August 20, 2020):.

    Effective September 1, 2020 Kingston Access Bus will resume charging fares. Passengers will be required to pay $3.25 cash (exact change only); or provide a ticket; or have a September monthly pass.

    Note: Passengers with “March 2020” monthly passes will have them extended until September 30, 2020. Any trips taken in September prior to the purchase of a September monthly pass are not covered by the September monthly pass. We will not be issuing physical monthly pass cards until further notice.

    Monthly pass info

    For passengers whose qualification for the “Municipal Fee Assistance Program” expired between March 1, 2020 and September 30, 2020 Kingston Access Services will extend your qualification for discounted passes until September 30, 2020 (to allow for purchasing October 2020 passes). For information on how to reapply for the MFAP program, please contact the City of Kingston at 613-546-0000.

    If you need to purchase a September monthly pass, the following methods are accepted (if possible, please use options “a” or “b” as this assists in social distancing and reduces the physical handling of cash/cheques/debit card machines):

    a) Via credit card over the phone (613-542-2512).

  • Monday-Friday from 9am to 5pm only.
  • Please note: debit card payments cannot be done over the phone.
  • b) Via Interac E-transfer.

    Send your payment to: payments@kingstonaccessbus.com

  • Put the name of the passenger in the comments so we know who the payment is for.
  • Please note: Interac E-transfers are ONLY for monthly pass purchases, and is a temporary option during COVID-19.
  • c) Via cash, cheque, credit card, debit card at KAS offices.

  • Please note: As KAS offices are not open to the public at this time, all in-person purchases are BY APPOINTMENT ONLY Monday-Friday 9am to 5pm and will be done outside in our parking lot. Walk-ins are not permitted.
  • All persons coming to our offices are required to wear a mask when in proximity of our staff.
  • d) By providing a cheque or cash (exact payment only) to a driver.

  • Please note: Drivers accepting cash for monthly passes will be in place temporarily during COVID-19.
  • MONTHLY PASS INFORMATION.

    Effective April 1, 2017 registered passengers of Kingston Access Bus will have the option of utilizing a pre-purchased unlimited use monthly pass to pay for their fares with Kingston Access Bus.

    Passengers who do not purchase a monthly pass may still pay for their fares by providing a ticket to the driver, or by providing the fare payment to the driver. Effective April 1, 2017 the price will be increasing to $3.25/trip.

    MONTHLY PASS FARE STRUCTURE (Effective January 1, 2020):

    PassPrice2020

    (1)The Affordable Transit Monthly Pass program is based solely on the passenger qualifying for the Municipal Fee Assistance Program (MFAP) through the City of Kingston. Please note: this program is only available to residents of the City of Kingston. The City of Kingston uses Statistic’s Canada’s most current after-tax “Low Income Cut-off (LICO) to determine eligibility. Kingston Access Services does not determine eligibility or the criteria for the program.

    Completed applications for the MFAP program are reviewed and eligibility determined in-person at City of Kingston Housing & Social Services, 362 Montreal Street. Do not send or bring applications for the MFAP program to Kingston Access Services.

    Information and applications for the Municipal Fee Assistance Program are available at:

  • City of Kingston Housing & Social Services, 362 Montreal Street
  • City Hall, 216 Ontario Street
  • Kingston Branches of the Public Library
  • INVISTA Centre, 1350 Gardiners Road
  • Artillery Park Centre, 382 Bagot Street
  • CityofKingston.ca/fee-assistance
  • If approved for the MFAP program, each member of the household who qualify for the MFAP will be provided a “My Kingston” card which makes transit, recreation, and Grand Theatre Presents performances more affordable to low-income Kingstonians. If approved, the passenger or a designate is responsible for bringing the “My Kingston” card to Kingston Access Services offices at 751 Dalton Avenue. MFAP eligibility is until January 31st of the following year. The name on the MFAP card must match the name of the registered passenger of Kingston Access Services. It is the responsibility of the passenger to reapply to the City of Kingston for the MFAP program annually, and if approved in subsequent years provide confirmation to Kingston Access Services.

    (2)Passenger must be age 65+. Passenger must provide to Kingston Access Services valid government issued identification confirming date of birth. This information only needs to be provided once to Kingston Access Bus.

    HOW TO PURCHASE A MONTHLY PASS:

    a. Passes can only be purchased from/through Kingston Access Services offices. Drivers do not sell monthly passes, nor transport cash payments to Kingston Access Services offices on your behalf.

    Passes are available for purchase from Kingston Access Services (751 Dalton Avenue) on weekdays (Monday-Friday, holidays not included) starting the 15th of the previous month from 9am to 5pm. For example: an April monthly pass is available for purchase on weekdays from 9am to 5pm starting March 15th.

    Passes are available for purchase on weekdays until the 10th of each month. For example an April pass can be purchased on weekdays from 9am to 5pm until April 10th. Monthly passes cannot be purchased on weekends. Should the 10th of a month fall on a weekend, timelines for purchasing a pass are not extended.

    b. Passengers can pay via the following options:

  • Cash: Accepted in-person (exact amount please) at Kingston Access Services offices, 751 Dalton Avenue, weekdays from 9am to 5pm.
  • Cheque: Accepted in-person at Kingston Access Services offices, 751 Dalton Avenue, weekdays from 9am to 5pm.
  • Credit Card: Accepted in-person at Kingston Access Services offices weekdays from 9am to 5pm OR By phone on weekdays from 9am-5pm. Call 613-542-2512.
  • Please Note: At this time we do not have “Pre-Authorized” credit card payment capability where your card is automatically billed each month. We will communicate once this option is available.

  • Debit: Accepted in-person at Kingston Access Services offices weekdays from 9am to 5pm.
  • Please Note: At this time we do not have “Pre-Authorized” debit from bank account payment capability where your card is automatically billed each month. We will communicate once this option is available.

    c. Upon purchase of a monthly pass, the passengers will be provided a card valid for the month indicating they have a monthly pass. It is the responsibility of the passenger to have the card on their possession for all trips. Drivers do not search through purses, pockets, bags, etc on behalf of the passenger for the card. It is the responsibility of the passenger or a person responsible for the passenger to have the pass in a visible, accessible location for the driver. Kingston Access Bus is not responsible for any trips denied due to the passenger not having the monthly pass in their possession at the time of the trip.

    GENERAL INFORMATION:

    a. Passengers must meet eligibility requirements and be registered with Kingston Access Bus. Purchasing a monthly pass does not automatically qualify a person to use Kingston Access Bus. For information on how to apply to use Kingston Access Bus, please visit our website or contact our office.

    b. The monthly pass is valid from the first day of the month until the last day of the same month (e.g. February 1-28, March 1-31, April 1-30, etc).

    Passes must be purchased in advance. Please note:

    - Any trips in a month taken prior to the monthly pass being purchased are not covered by the monthly pass. For example: a pass purchased on the 5th does not cover fares for any trips taken from the 1st - 4th. Passengers will be required to pay the regular single trip fare for any trips taken prior to the purchase of a monthly pass.

    - Any fares paid by a passenger in a month prior to purchasing a monthly pass cannot be applied to the cost of the monthly pass. For example: fares paid from the 1st – 4th cannot be applied to the cost of a pass purchased on the 5th.

    c. Monthly passes do not cover any charges for trips outside Kingston Access Bus service area, which is defined as the City of Kingston boundaries. Any trips outside the service area, the passenger is required to pay the additional kilometre charge in effect at the time of the trip.

    d. Monthly passes are only valid for the registered passenger. They are not transferable. Passengers with a monthly pass may still have one support person or companion travel for free (please note: registered passengers cannot travel as a free companion or free support person of another registered passenger). Fares for any additional companions or support persons are not covered by the monthly pass.

    e. Passes purchased after the beginning of a month are not pro-rated in cost. There are no refunds for unused monthly passes, nor refunds should there not be trips available at the passengers requested time. The purchase of a monthly pass does not guarantee trip availability.

    f. Passes are valid on Kingston Access Bus only. Kingston Access Bus passes are not valid for use on Kingston Transit. Kingston Transit passes are not valid on Kingston Access Bus.

    g. Kingston Access Bus reserves the right to revoke a monthly pass and not sell monthly passes to any passenger who acts in a fraudulent manner, or whose payments for the monthly pass are declined due to “N.S.F.”. Any fees charged by financial institutions for N.S.F. situations will be passed onto the passenger for payment. Passengers are not permitted to purchase a monthly pass if they have outstanding amounts owing to Kingston Access Services.

    h. Any trip fees the passenger incurs for the purpose of purchasing a monthly pass or registering for the MFAP program (see below) are the responsibility of the passenger.

    i. It is the responsibility of the passenger to coordinate payment of the monthly pass if a third party organization is purchasing the pass on their behalf. Kingston Access Bus will not “split costs” between multiple paying parties.

    j. Kingston Access Bus will not send an invoice/bill for the purchase of monthly passes.

    k. Passes must be purchased in advance.

    l. A $10.00 administration fee will be charged for replacement of lost monthly pass cards.

    m. Kingston Access Bus “Late Cancellation/No-show” policy remains in effect for passengers with excessive late cancellations and no-shows in a calendar month. For information on this policy please go to our website.

    n. Kingston Access Bus reserves the right to amend policies and procedures regarding the sale, use, and terms of monthly passes.



    Companions/Support Persons/Passengers who cannot be left alone

    Kingston Access Bus is not an attendant care service. If you require a support person during transportation to assist with communication, mobility, personal care, or medical needs this person must be provided by you. Kingston Access Bus drivers cannot provide special medical assistance to passengers (e.g. feeding tubes).

    Passengers who display unacceptable behaviour that affects other passengers and/or the driver will be required to travel with a support person at all times. Passengers may have one support person travel with them on the bus for free.

    Please note:

  • The person travelling as a support person must be capable of meeting the needs of the passenger at all times during transportation.
  • If you require a support person, this will apply to all trips and destinations you travel to/from.
  • Passengers who do not require a support person may have one companion travel for free. A registered passenger cannot travel as a free companion of a passenger.

    If the passenger can travel on the bus unattended; however cannot be left unattended at their destination please indicate on page 9 of the application form. The passenger may travel independently, however a caregiver must be at the destination to receive the passenger. This designation will apply to all trips and destinations you travel to. To avoid delays to our service, we require the caregiver to be at the destination when the vehicle arrives. If someone is not available to receive you, we may require you to travel with a support person at all times.


    On Road Hours of Service:

    Buses depart at 6:00am (the exact time of first pick-up is contingent upon drive time to location) to 12:00 midnight (last pick-up 11:30pm maximum).

    Please note: 85% of our trip requests are for Monday-Friday between 8am and 6pm. As a result the majority of our buses are scheduled for this time. We have limited service available during non-peak hours (i.e. weekdays before 8am and after 6pm, and all hours on weekends).

    For service on stat holidays please see below section “Stat Holiday Service”.

    Service Area:

    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.

    Office Hours:

    Weekdays: from 7:30 am to 8:00 pm.

    Saturday: from 7:30 am to 8:00 pm.

    Sunday: from 7:30 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.


    Trip Bookings:

    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: kabbookings@gmail.com

    Include in your e-mail:

  • Your full name and passenger identification number (if you know it);
  • The date of your trip;
  • The address where you are being picked up from, and the address of where you are going;
  • The time you need to be at your destination;
  • If there will be anybody riding with you.
  • 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.

    Cancelling Bookings:

    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:

  • Service is provided to/from the vehicle and the exterior entrance of a destination. Drivers do not enter or accompany passengers beyond the building entrance. Drivers are not required to ring a buzzer or doorbell, nor search for you when not present at the exterior entrance.
  • Drivers may arrive within a "window" of 5 minutes BEFORE or 5 minutes AFTER your scheduled pick-up time. Passengers are to be ready accordingly (i.e. ready 5 minutes before their scheduled pick-up time). To ensure other passengers are not inconvenienced, drivers are not required to wait more than 5 minutes for passengers, provided their arrival time is within the “window”. Most KAS vehicles are equipped with Automatic Vehicle Locators which can be used to confirm exact time of arrival and departure.
  • Changes to destinations and or times can only be made with KAB office. Drivers cannot make those changes.
  • Personal items (i.e. luggage, parcels, groceries) are limited to those which the passenger, support person, companions can handle without assistance from the driver and be safely secured by the passenger. Drivers are not required to carry items onto the bus for passengers. Items cannot block aisles.
  • It is the responsibility of the passenger to ensure that laneways, driveways, ramps, sidewalks, etc are maintained in safe condition and clear of snow and ice. Unsafe conditions may result in transportation being denied. Passengers who reside in multi-residence units are to coordinate such with their property manager.
  • On The Bus:

  • All passengers must wear KAB seat belts.
  • No smoking on KAB vehicles.
  • Please refrain from wearing scented products while being transported. Scented products such as perfumes and after-shaves can affect the health of many people.
  • Verbal abuse, physical abuse, or unacceptable behaviours towards passengers or Kingston Access Services employees will not be tolerated and may be grounds for temporary or permanent cancellation of registration with Kingston Access Services.
  • Mobility Devices:

  • Scooters and wheelchairs must be no longer than 50 inches, and no wider than 33 inches in order to fit on the lift. The maximum weight between the passenger and mobility device that can be accommodated on the lift is 800lbs (362kg).
  • Passengers utilizing a 3-wheel scooter are required to transfer to a regular seat during transit. Under no circumstances will a passenger be transported while on a 3-wheel scooter. Passengers must be able to transfer to/from the 3-wheel scooter and a regular seat with minimal assistance from the driver. All passengers wishing to use a 3-wheel scooter must update their registration with Kingston Access Services to indicate that they utilize a 3-wheel scooter.
  • Kingston Access Services reserves the right to refuse to transport any mobility devices that cannot be safely secured and transported.

  • STAT HOLIDAY SERVICE

    Kingston Access Bus operates with limited service on most Stat Holidays. Please contact our office at 613-542-2512 or go to our FaceBook page for information on upcoming stat holiday service.

  • Permanent bookings are automatically cancelled on the following stat holidays: New Years Day, Family Day, Good Friday, Easter Monday, Victoria Day, Canada Day, August Civic Holiday, Labour Day, Thanksgiving Monday, Christmas Day, Boxing Day. Permanent bookings are cancelled and limited service may be operated on a day in lieu if the stat holiday falls on a Saturday or Sunday.
  • If permanent booking trips are required on a stat holiday, passengers must contact our office to book a trip. Regular booking procedures apply starting 14 days in advance, on a first-come, first-serve basis.
  • No trips outside the City of Kingston limits are permitted.
  • When the office is closed, our phones are monitored by an after-hours service, who can take trip cancellation calls from passengers. Please note: Trip bookings can only be made during regular office hours.
  • TRIP REQUESTS OUT OF REGULAR SERVICE AREA

    Kingston Access Services service area is the entire City of Kingston, including the rural areas of the City of Kingston. As the City of Kingston is the only municipality which provides funding to Kingston Access Services, we are not required to accommodate any requests originating from or going outside our service area.

    In order provide availability of trips within the City of Kingston, effective January 1, 2019 all trips originating from or travelling outside the City of Kingston limits will require the bus to be chartered. There will no longer be a per kilometre charge for trips up to 10km beyond the City of Kingston limits. If you have a trip outside the City of Kingston limits, we suggest you contact Modern City Taxi or Amey’s Taxi as they have accessible taxis, which can be considerably more cost effective than chartering one of our buses (chartering a Kingston Access Bus starts at $94/hour, minimum charges apply).

    Pets/Service Animals:.

    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.

    Visitor Policy:.

    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.

    Medical Callbacks:.

    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:.

    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:

  • Must be a minimum of 4 weeks. Requests for subscription bookings are accepted starting 4 weeks in advance of the first date transportation is required.
  • May be put on “hold” for a maximum period of 4 weeks. Any request resulting in a permanent booking being on hold for a longer period will be subject to review by KAS. Please note: Upon 2 week’s notice by the passenger, permanent trips on hold may be reactivated. Failing to provide 2 weeks notice of a permanent trip needing to be reactivated may result in transportation not being available.
  • The established destination of a permanent booking may, upon request, be altered providing change is within reason and can still be accommodated by the scheduled vehicle.
  • All permanent bookings that fall on a statutory holiday are automatically cancelled by KAS. It is the responsibility of the passenger to contact KAS if a trip is required on a stat holiday and/or any day designated in lieu of a stat holiday. Please check the KAS website for more information on stat holiday schedules.
  • A permanent booking must be used at least 75% of the time over a 3 month period. Passengers with a permanent booking not meeting this minimum usage may be contacted to be made aware of possible actions up to and including suspension or cancellation of booking.
  • In order to retain some availability for non-permanent booking requests, Kingston Access Bus may limit new permanent booking requests for certain time periods including:
    1. Monday-Friday inclusive: 7am-9am, 3pm-6pm, 9pm-11pm
    2. Saturday: 4pm-6pm, 9pm-11pm
    3. Sunday: 9am-1pm

    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.



    LATE CANCELLATION & NO-SHOW POLICY

    Approved by KAS Board of Directors: December 14, 2011

    Revision Approval Date: January 22, 2020

    A. GUIDING PRINCIPLES:

    Demand for specialized transit services in Kingston has increased by over 45% since 2012. 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 (KAS) that benefits our passengers and the community as a whole.

    Passengers play a key role in ensuring trip availability. 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 4,000+ registered passengers.

    We recognize that there may be circumstances out of the control of passengers that contribute to occasional no-shows or late cancellations; thus, our policy is not zero tolerance, and provides progressive warnings prior to suspension of service. Each passenger is responsible for maintaining acceptable levels of no-shows or late cancellations. KAS’s policy on no-shows and cancellations is based on the agreed upon late cancellation policy between the City of Hamilton and the Ontario Human Rights Commission.

    B. DEFINITIONS:

    Completed Trip: A trip where the passenger was transported as scheduled.

    Late Cancellations: A trip cancelled by a passenger after 7pm the day immediately preceding the trip.

    No-show: When a passenger fails to show for a scheduled trip at the scheduled pick-up location. This includes the passenger cancelling the bus after the driver has arrived at the pick-up location.

    Pick-up window: 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 or after the scheduled pickup time (for example a bus booked for 2:00pm will be scheduled to arrive between 1:55 and 2:05pm). 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.

    Unmet Trip: 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.

    C. RATIONALE:

    In 2019 there were 3,740 unmet trip requests. For the same 12-month period in 2019, passengers cancelled 10,482 trips on the day of the trip or were a no-show for their scheduled bus. This provides limited opportunity for KAS to coordinate trips for other passengers who requested trips at those times with no availability, and/or results in wasteful used of KAS resources (e.g. fuel). Many of the unmet trip requests could have been accommodated had passengers provided more notice of needing to cancel their trip or had reduced their overall number of cancellations.

    D. POLICY CONDITIONS:

    This policy applies to any Kingston Access Services passenger who exceeds one or more of the following conditions in a calendar month:

    1. Maximum 8 combined late cancellations and no-shows

    2. Maximum 3 no-shows

    This revised policy will become effective April 1st, 2020.

  • Late cancellations and no-shows are recorded on a single one-way trip basis.
  • When a passenger is a no-show, all subsequent trips for that day are automatically cancelled, and recorded as late cancellations. For example: If you have 3 trips booked in a day and no-show your first trip, the remaining trips for that day are cancelled. This results in 1 no-show and 2 late cancellations for that day.
  • Passengers whose trips have been cancelled following a no-show can contact our office to inquire if the cancelled trip(s) can be re-instated. Trips which cannot be re-instated are still considered late cancellations.
  • E. POLICY ACTIONS:

    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 6-month period from the date of the initial advisory letter, Kingston Access Services will send a registered letter to the passenger or guardian of the passenger of further progressive actions that may be undertaken.

    3. Upon exceeding the policy conditions within a 6-month period from the date of the second infraction the passenger or guardian of the passenger will be sent a registered letter informing of a 7-day suspension of services.

    4. Any further infractions within a 6-month period from the date of the third infraction will result in a 7-day suspension of services. When a passenger has no violations for a consecutive 6-month period, their record is reset and the next subsequent violation, if any, will be treated as a first violation as per the above.

    F. Exceptions:

    Late cancellations due to inclement weather on days when school buses are cancelled in the City of Kingston or inclement weather on non-school days at the discretion of the Executive Director shall constitute an exception to the policy and not be factored into determining if a passenger has exceeded this policy. Please note: no-shows on inclement weather days do count towards the policy.

    No-shows by passengers where KAS arrived at an incorrect time, or outside of the pick-up window, or where KAS was at the wrong location are not considered violations of this policy by the passenger. Should a question arise regarding the scheduled time of a trip, the arrival time of the vehicle, or the location of a Kingston Access Services vehicle, the following technology may be used:

  • All KAS vehicles are equipped with “Automatic Vehicle Locators” (AVL) which updates the exact location of vehicles at all times. AVL technology is accurate to 15 seconds and 3 metres (10 feet). AVL technology will be utilized to confirm exact arrival, departure, and location of KAS vehicles.
  • All inbound/outbound phone calls to Kingston Access Services are recorded and will be used should there be question regarding a passenger’s booked time, pick-up location, or time of cancellation.
  • On-board video surveillance technology which can be utilized to confirm vehicle location. For more information on Kingston Access Services Video Surveillance policy please go to Kingston Access Services website.
  • All Kingston Access Services passengers must adhere to this policy. KAS is not permitted by the Accessibility for Ontarians with Disabilities Act (AODA) or Ontario Human Rights Commission (OHRC) to make allowances for:

  • The number of disabilities/medical conditions of a passenger.
  • The severity of disabilities/medical conditions of a passenger.
  • The length of time a passenger has been registered with Kingston Access Services.
  • The availability of a person to call on behalf of the passenger to cancel buses.
  • G. APPEALS PROCESS:

    For policy violations resulting in suspension of service, the passenger may appeal in writing to the Kingston Access Services Board of Directors at:

    Kingston Access Servicess
    Attn: Board of Directorss
    751 Dalton Avenues
    Kingston, Ontario K7M 8N6s

    Or e-mail to info@kingstonaccessbus.com

    The appeal must provide specific details regarding any disputed late cancellations/no-shows. Appeals must be received within 14 days of the mailing of the suspension letter.

    Upon receipt of the notice of appeal, the President of Kingston Access Services Board of Directors shall appoint forthwith a 3 person panel to review the appeal. From the time the appeal is received by Kingston Access Services until a decision by the Appeal Panel is issued, the passenger will continue to have access to services.

    The Appeal panel will review:

    a) Active letters on record to the passenger regarding exceeding this policy;

    b) Information submitted by the passenger regarding disputed violations of this policy;

    c) Supporting documentation and records from the Executive Director regarding disputed violations of this policy.

    Upon reaching a decision, the Appeal Panel will respond to the appellant with information on their decision.

    H. FRIVILOUS APPEALS :

    Passengers who engage in frivolous appeals may be subject to actions up to and including suspension of service.



    DIGITAL RECORDING SURVEILLANCE SYSTEM USAGE POLICY & PROCEDURES

    I. Purpose

    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).

    II. Definitions

    “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:

  • a) enhance the safety and security of employees and passengers and assist Law Enforcement in conducting investigations of breaches of law;
  • b) safeguard KAS assets, by assisting in efforts to reduce vandalism and protect against the theft and/or destruction of property;
  • c) investigate and evaluate claims that may be or have been made involving KAS, including potential or actual claims in respect of a workplace incident and, in the case of an employee who reports that he/she was injured at work, to review and as necessary, forward Digital Recordings to adjudicators, regarding the workplace injury;
  • d) assist KAS in substantiating and making claims against others including passengers;
  • e) limit loss due to fraud, theft or breaches of operational procedures and/or policies;
  • f) investigate and evaluate claims of injury by passengers while being transported on KAS vehicles;
  • 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:

  • a) monitor the work performance of an employee in real-time;
  • b) discover improper conduct or behaviour on the part of an employee, unless a digital recording is being viewed as part of an Internal Investigation that is triggered by an event or complaint giving rise to an investigation;
  • c) cause the release of a digital recording or part thereof except as required under MFIPPA, legal requirements and/or case law. Such release is to be authorized by the Executive Director or designate; or
  • d) use the records in a manner that violates the legislated privacy rights of the individuals depicted in the digital recording. All use of records will be in accordance with the foregoing, sections 1 and 2.
  • 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.

    Securing Images

    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.

    Retaining Images

    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

    All personnel who fulfill a role as designated above shall have training prior to performing related duties. The training will address this policy, Kingston Access Services Privacy policy, the specific expectations of the individual and the consequences of failing to meet these expectations (noting the consequences include corrective action and disciplinary measures).

    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:

  • date and approximate time of incident giving rise to the request
  • bus and route number if possible
  • location(s) of incident
  • description of issue, suspect, vehicle, etc. being sought
  • officer badge number (person making the request)
  • occurrence number
  • 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.


    Accessibility Policies for Kingston Access Services

    Kingston Access Services (KAS) is committed to improving accessibility. We will put the following policies into practice as required by the Accessibility for Ontarians with Disabilities Act.

    General

    KAS is committed to training staff on Ontario’s accessibility laws and on accessibility aspects of the Human Rights Code that apply to persons with disabilities. Training will be provided in a way that best suits the duties of employees, volunteers and other staff members.

    Information and communications

    KAS is committed to meeting the communication needs of people with disabilities. When asked, we will provide information and communications materials in accessible formats or with communication supports. This includes publicly available information about our goods, services and facilities, as well as publicly available emergency information.

    Employment

    Kingston Access Services welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. Kingston Access Services is committed to ensuring that workplace information for employees is made available in an accessible format if required and requested. This may include any information that you need to perform your job (eg. job descriptions), and general information that is available to all employees (eg. company information, health & safety information, etc). Should you require information in an accessible format, please inform the Executive Director so that accommodations can be made for such.



    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:

    Kingston Access Bus,
    751 Dalton Ave,
    Kingston, Ontario.
    K7M 8N6

    email: info@kingstonaccessbus.com.

    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.