Customer Policies

Respectful behaviour is expected of all customers and DRT employees. Acts of aggression, intimidation, or harassment will not be tolerated. Those who act in such a manner will be asked to leave DRT property, including vehicles. All interaction between customers and DRT employees are subject to an escalation process:

• Level 1: Verbal reminder to customer that behaviour is unacceptable.
• Level 2: Cease and Desist letter outlining customer expectation, that their behaviour is unacceptable, all correspondence to be in writing, last chance prior to suspension of service.
• Level 3: Suspension of On Demand account for 30 days. Should unacceptable behaviour continue once account is re-instated, account will be further suspended for an additional 60 days.

All passengers should be mindful and aware that people with disabilities may be travelling on DRT services. This includes both visible and invisible disabilities. When travelling, all persons shall:

• Allow passengers using wheelchairs or other mobility devices to board the bus first and exit the bus last. This is referred to as the “First On, Last Off Policy.”
• Vacate a seat in the priority seating area of the bus for a passenger with a disability, visible and invisible.
• Passengers must vacate the seat for a person with disabilities when requested from a Transit Operator or any other DRT identified employee.

All persons on or about any property owned, leased, occupied or used by DRT, including vehicles, transit stops and shelters, shall at all times:

• Pay a full and valid fare when boarding the DRT vehicle.
• Provide proof of payment if requested.
• Wear shoes, boots, sandals or other similar footwear.
• Be fully clothed.
• Remain behind the yellow line on the floor while the bus is in service, except for boarding.
• Use earphones when operating any radio, recording device, digital music, or audio device, musical instrument or similar device, and ensure that the sound level does not disturb other passengers or DRT employees.
• Carry all litter off DRT property, and dispose appropriately.
• Not place feet or shoes on seats, or laying down on seats.
• Not smoke, or carry a lighted cigar, cigarette, pipe, other tobacco product, or any other lighted smoking equipment or material.
• Not consume alcohol.
• Not cause a disturbance with profanity, gestures, fighting, or being offensive.
• Not conduct themselves in a manner that creates public indecency.
• Not interfere with or obstruct a DRT employee or contractor from performing their duties.
• Not use profane, abusive, indecent, foul, insulting or obscene language or behaviours.
• Not urinate, expectorate or defecate, except in designated facilities.
• Not loiter on DRT property or transit stop, or in vehicles or a stop shelter.
• Use DRT property, vehicle, transit stop or shelter, solely for it’s intended purpose or use.
• Not store, keep or accumulate for future use, objects, on DRT property or transit stop, or in vehicles or a stop shelter, unless otherwise authorized by DRT.

No person shall enter any property owned, leased, occupied, or used by DRT, including vehicles and buses, being in possession of:

• A firearm, air gun, air rifle, pellet gun, pellet rifle, gas charged gun, gas charged rifle, imitation firearm, an offensive weapon or a prohibited weapon; or
• Explosives, pyrotechnical material, flammable material, offensive or toxic material, or any other dangerous thing, object, or material.

Passengers who are in possession of a knife must always ensure it is safely secured while travelling on a DRT vehicle in the following manner:

• The blade of the knife must be in a sheath.
• The knife must be secured by the passenger; and
• At no time under any circumstances shall the blade of the knife be exposed while travelling on a DRT vehicle.

Passengers are permitted to take photos and/or record videos for personal use, however, may not be posted on social media, or publicly distributed in any way.

• While taking photos and/or recording videos, the passenger is prohibited from interfering with the safe operation of a vehicle, flow of pedestrians, or any DRT employee during the course of their work.
• Individuals and organizations taking photos and/or recording videos for commercial use involving DRT staff, vehicles or property must receive prior written authorization from DRT.
• Photography, filming, or video recording of DRT staff during the normal course of their duties is strongly discouraged.

Parents and/or guardians are solely responsible for ensuring their children can independently use the transit system before permitting their child, aged 16 or younger, to travel unattended when using DRT services.

If you see something, say something.

• If a customer or passenger observes a suspicious package that is left on the bus, at a stop, in a shelter, or at a facility, please notify a DRT staff member immediately. Do not attempt to open or handle a suspicious package and discourage others around you from going near or handling the package.
• If a customer or passenger encounters anything or anyone suspicious, notify a DRT staff member immediately.

All customers traveling or attempting to travel on the transit system will pay the appropriate and valid fare:

a) Where the amount of the fare charged is disputed, the customer shall pay the amount requested, request a transfer, and communicated with DRT Customer service;

b) A customer who refuses to pay the amount of fare requested by a proper authority shall be refused passage Transfers

• Upon paying a fare, all customers receive unlimited travel for two-hours.
• Transfers are automatically calculated when using PRESTO fare payment system. When using a PRESTO payment solution, a transfer will be automatically applied to the PRESTO payment solution.
• Customers who pay a cash fare must request for a paper transfer from the operator.
• Once your transfer expires, a new fare must be paid when boarding. All transfers must be in good condition with printed information remaining readable.

GO Transit Transfers and Connections

• Customers connecting to or from GO Transit benefit from the fare integration program and are not charged a DRT fare for those trips. PRESTO will automatically calculate a free fare upon tapping. Cash fares will need to show a valid GO Transit Single Ride Ticket or Day Pass to the operator when boarding DRT, no transfer is issued.
• For assistance in planning your trip, consult durhamregiontransit.com or contact DRT customer service at 1-866-247-0055.

DRT operates a fleet of different vehicle types. In order to maintain the safety of our customers and operators, vehicles with bike racks are the only vehicles that can accommodate bicycles.

On Demand vehicles cannot accommodate bicycles at this time. Only buses used in scheduled service are equipped with bike racks.

• Scheduled service buses are equipped with a bike rack at the front of the bus, which can fit two (2) bicycles on a first-come, first-serve basis.
• Power assisted bicycles are allowed on the bike racks if they meet the following size requirements:
  • Tire size minimum 16-inch, maximum 29 inch (700c).
  • Maximum weight of 55 lbs (25 kg).
  • Powered bikes must be electric, or battery powered, no gasoline or combustible fuels are allowed.
• Customers are responsible for loading and unloading their bike from the bike racks. Operators will not assist.
• All loose items on bikes must be removed before loading onto the bike rack. This may include water bottles, saddlebags, carriers or any other object that isn’t secured to the bike.

Bicycles are not permitted on board any DRT vehicles.

• Strollers can be wheeled onto the bus. Customers may ask the operator to deploy the ramp.
• Stroller brakes need to be applied while the bus is in motion.
• If there is not enough space on a bus to accommodate a passenger with a stroller, the customer is required to wait for the next bus.
• Small shopping carts (bundle buggies) must be secured at all times by the customer.
• Play buggies or foldable wagons are allowed on DRT vehicles as long as they remain folded while on board.
• All items brought on board must be safely managed by the customer, kept clear of the aisles and doorways and must not create any safety concerns. Operators will not assist.

Dogs, cats, and all other household pets are allowed to travel on DRT vehicles, provided the following conditions are met:

• Pet is on a leash or is transported inside an enclosed, secure pet carrier or other suitable device.
• Does not create a disturbance or inconvenience to others.
• Pet containers, carriers and strollers must be kept clear of the aisle and doorways and must not create any safety concerns.
• Customers are required to be always in care and control of any animal.
• A pet stroller which fully secures the animal inside the device is acceptable. Service Animals are defined as an animal that has received specific training to assist or support a person with a disability. Service Animals are allowed by law, under the Accessibility for Ontarians with Disabilities Act (AODA).

Customers with disabilities who are travelling with a Service Animal may be requested to provide documentation of:

• The animal's completion of a training program.
• Letter of verification from a licensed healthcare provider stating that the animal is required due to the presence of a disability.

Customers are allowed to travel on DRT with carry-on items if the customer can:

• Independently manage their items, operators are not allowed to assist with carry-on items.
• Keep aisles and doorways of the vehicle free and clear from any items.
• Make sure that their items do not create a safety risk.
• The following carry-on items need to be carried by the customer and not used while on board the vehicle:
• Ice skates, roller blades, kick scooters, skateboards and other similar devices.
  • Ice skates need to have skate guards on the blades.
  • Foldable kick scooters need to remain folded.
  • Skis and snowboards need to be in a case and remain upright.

Customers travelling with any large bulky items on On Demand need to inform DRT of their carry-on items at the time of booking. DRT will not store carry-on items in the trunk of On Demand vehicles and items must be manageable by the passenger.

DRT vehicles do not have luggage or storage areas. The operator has the right to refuse any carry-on items if they are concerned about the item interfering with the safety of the vehicle or customers.

DRT accommodates the following mobility aids and assistive devices:

• Manual wheelchairs and power wheelchairs.
• 3-wheel and 4-wheel scooters or kneeling scooters.
• Wheeled walkers, pediatric walkers, standers
• Canes, crutches and braces.
• Power add-ons (devices added to a manual wheelchair if you do not need a power wheelchair)
• Positioning devices (cushions, back and head supports, power tilt and recline)

All mobility aids and assistive devices must meet Highway Traffic Act (R.R.O. 1990, Reg. 629: ACCESSIBLE VEHICLES) standards, and must be:

• No larger than 30 inches wide (78.74 cm).
• No larger than 48 inches long (123 cm).
• No heavier than a combined weight of 600lbs (device and customer).
• Battery operated only; gas powered devices are not permitted.
• Kept in clean, good working condition.

If you are travelling with a mobility aid or assistive device on scheduled service, all buses have:

• Front door access ramp.
• “Kneel” feature to lower the bus to curb level for easier boarding.
• A minimum of two designated mobility aid securement areas.
• Priority seating at the front of the bus for passengers with disabilities.

If you are travelling with a mobility aid or assistive device on On Demand, you must notify DRT of the device when booking your trip. If your device is not on the approved list above, please contact DRT Customer Service to determine if your device can be accommodated.

Devices that are not allowed on-board DRT vehicles include: bikes, e-bikes, extra-large devices, Segway’s, and any other device that does not meet the above requirements, devices that cannot be safely secured using DRT securement systems or devices that interfere with the safety of DRT operations.

Under the Highway Traffic Act, infants & children are those who are either of: younger than 8 years of age, weigh less than 36 kilograms (80 lb), or measure less than 145 cm (4ft 9in) in height.

When travelling with infants & children on scheduled service:

• It is recommended that the infant be removed from the stroller and held in the arms of the parent or guardian.
• Children who can independently sit upright, should occupy their own seat.
• Customers may choose to have the infant/child remain in the stroller during travel. If so, customers are asked to make sure the stroller isn’t blocking an aisle or doorway and apply the stroller brakes.
• Operators will “kneel” the bus and/or deploy the ramp upon request to help customers using strollers to get on and off the bus.

When travelling with infants & children on On Demand:

• Customer travelling with infants & children younger than 8 years of age, weigh less than 36 kilograms (80 lb), or measure less than 145 cm (4ft 9in) in height, must contact a booking agent at 1-866-247-0055.

• Passengers are permitted to take photos and/or record videos for personal use, provided that the photos and/or videos are not published publicly on social media.
• While taking photos and/or recording videos, the passenger is prohibited to interfere with the safe operation of a vehicle, flow of pedestrians, or any DRT employee during the course of their work.
• Individuals and organizations taking photos and/or recording videos for commercial use involving DRT staff, vehicles or property must receive prior written authorization from DRT.
• Photography, filming, or video recording of DRT staff during the normal course of their duties is strongly discouraged.

• Entrances to residences or facilities used by DRT staff for the purpose of assisting customers shall meet the accessibility requirements under the Ontario Building Code. Please consult with your local municipality for information.
• Residents and/or property managers shall ensure their properties are safe and secure and do not compromise the safety of DRT staff during the conduct of their duties.
• All pathways, sidewalks, ramps, and other surfaces between the appliable vehicle parking location and the accessible entrance shall be clear of snow, ice and any other obstacles or debris prior to customer pick-up or drop off.
• At locations where a ramp or elevator is not provided, and where customers use an electric mobility device, there shall be no steps between the appliable vehicle parking location and the accessible entrance.

• At locations where a ramp or elevator is not provided and where customers use a manual mobility device, there shall be no more than one (1) step between landings of no more than seven (7) inches between the appliable vehicle parking location and the accessible entrance.
• The operator will assist customers between the vehicle and first accessible door by providing help with a mobility service, walking next to the customer, opening/closing a door.  Operators are prohibited to enter a residence or facility beyond the first accessible door.  

Parents and/or guardians are solely responsible for ensuring their children can independently use the transit system before permitting their child, aged 16 or younger, to travel unattended when using DRT services.

• DRT endeavours to maintain service schedules at all times.
• Many DRT routes connect with GO Transit trains at stations. A connecting bus route is defined as a route that includes at least seven minutes between an arriving GO Train and a departing DRT bus route. This connection time enables the customer to transfer between train platforms and bus stops.
• When an eastbound GO train is late, departures of connecting DRT bus trips may be delayed by up to five (5) minutes, or 20 minutes for the last bus trip of the day.

• Strollers can be wheeled onto the bus. Customers are required to ask the operator to deploy the ramp, if needed.

• Strollers can be parked in the priority seating area, with the child in the device, when the area is not occupied by persons with disabilities.

• Stroller brakes need to be applied to prevent it from rolling.

• Strollers must be stored to keep the aisles clear and to not interfere with other customers.

• Aisles and doorways are to remain clear of obstructions at all times and devices shall not interfere with other customers. Devices that impede with the aisle or doorway shall be folded by the passenger and stored accordingly.

• Passengers with strollers must be able to manage the stroller as bus operators are unable to assist.

• When there is insufficient space on a bus to accommodate a passenger with a stroller, the customer is required to wait for the next bus.

• Small portable shopping carts (bundle buggies) or foldable wagons are permitted on a DRT vehicle and must remain folded while on board. The passenger shall maintain control of the device and safely secure the cart at all times.

• Play buggies, pull-carts and children’s wagons are not permitted onboard any DRT vehicle.

• If a customer or passenger observes a suspicious package that is left on the bus, at a stop, in a shelter, or at a facility, please notify a DRT staff member immediately. Do not attempt to open or handle a suspicious package and discourage others around you from going near or handling the package.
• If a customer or passenger encounters a suspicious person, notify a DRT staff member immediately.