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Milton access+

Milton Access Plus logoMilton access+ is a door-to-door, shared ride specialized transit service for persons with disabilities. Eligibility for the service is application-based and determined on a passenger's ability to consistently use conventional transit services because of a disability, either short-term or long-term.

Hours of Operation

  • Monday to Friday: 5:20 a.m. - 11:10 p.m.
  • Saturday: 7:10 a.m. - 8:10 p.m.

How to Apply 

Apply for Milton access+ service by completing the application linked below (hard copies are also available at Town Hall, 150 Mary St.), which includes the additional option to apply for Specialized Transit service in Burlington and Oakville. Please only select the municipal Specialized Transit service provider(s) you will require. The application form must be fully completed and signed by you and your health care professional to avoid delays in processing. The completion of this application form does not guarantee eligibility. Applications will be reviewed within 14 calendar days from the date of receipt of a fully completed form. Please read the Milton access+ Pre-Application Information document before filling out the application, and print both forms for your records.

Completed forms are to be returned to:

Specialized Transit Application Office c/o Oakville Transit

1225 Trafalgar Rd. Oakville, ON L6H 0H3

Fax: 905-338-4166

Email: mobility@oakville.ca

Once approved, you will be contacted by mail and assigned an identification card / number with the level of eligibility: unconditional, conditional or temporary. Enclosed will also be some information about how to use Milton access+.

 

Appeals 

If you are found to be ineligible for service, you may appeal the decision in writing within 60 days of the date on the denial letter. All letters of appeal are to be sent to the Specialized Transit Application Office (address above). Once received, an independent appeal committee will review your appeal and make a decision. As part of the review, you may be asked to attend an in-person interview with the appeal committee. If an interview is required, a meeting date will be set and transportation will be provided for you. Once a decision has been reached, you will be notified by letter.

If your appeal is denied, you must wait 12 months before re-applying for Milton access+ service unless there is a significant and documented change in your disability.

 

Frequently Asked Questions 

What is the phone number to call for booking trips with Milton access+? 

Milton access+ has a special reservation line for booking trips: 905-875-5417. Please call this number to book all your trips with Milton access+. 

When can I call to book trips with Milton access+? 

You can call the Milton access+ reservation line (as noted above) during the reservation period:

  • Monday to Friday, 8:00 am - 5:30 pm

  • Saturday, 8:00 am - 5:30 pm

There is no reservation service available on Sundays or statutory holidays.  Bookings must be made by 5:30 pm the day prior to travelling. For trips on a Monday, booking must be made by 5:30 pm on the previous Saturday. 

What if no one answers when I call? Can I book my trip by leaving a voicemail message? 

No. All trips must be confirmed by the reservationist. If you reach the voicemail message when you call, please leave your name and phone number and the reservationist will call back to book your trip. Trip bookings left in voicemail messages will not be processed.

When can my trips occur? 

When can my trips occur?

Trips with Milton access+ can occur within the following service hours:

  • Monday to Friday, 5:40 am – 11:10 pm

  • Saturday, 7:10 am - 8:10 pm

Please note, there is no Milton access+ service available on Sundays or statutory holidays

I booked a trip for 2:00 pm. Why is the Milton access+ vehicle not at my requested location at 2:00 pm? 

All bookings will include a 30-minute trip pick-up window. This means that your actual pick-up time may be up to 15 minutes before or 15 minutes after the pick-up time you requested. For example, if you book a trip for 2:00 pm, you may be picked up anytime between 1:45 and 2:15. When booking for scheduled appointments, please make sure you leave extra time to accommodate travel time and the trip pick-up window. Please be ready at least 15 minutes before your requested pick-up time and wait at the pick-up site location (e.g. front door) for the duration of the pick-up window. 

Can I call to book my initial trip only and call back later when I want to be picked up? 

It is important to book both your initial and return trips at the same time when you call Milton access+. This way, you will not have to call back when you want to be picked up; your trip will already be scheduled and a vehicle will be on its way to pick you up within the 30-minute pick-up window of your requested pick-up time. This will help reduce the number of calls we receive and offer the most efficient service to registrants.

If you are unsure of the exact time you will need to be picked up, give the reservationist an estimate, based on your previous experience (e.g. at a doctor’s office or hair salon). If you find that you may be longer than the time you originally estimated, call the reservation line and we will attempt to reschedule. Keep in mind that the trip pick-up window still applies (see the previous question). 

Can I call Milton access+ on the same day that I want to book a trip? 

Yes, but same-day bookings are best used for unforeseen circumstances, e.g. if a prescription refill is ready and you need it later that same day. Milton access+ is not a subsidized taxi service, and will not operate in the same way as a local taxi company. Milton access+ has a limited number of vehicles available, so please call the reservation line at least one hour prior to your intended time of departure for all same-day booking requests. Even with this advance notice, not all same-day booking requests can be accommodated at your requested time. If your trip is important, it is best to book it at least one day in advance. 

Why is there someone else in the vehicle when Milton access+ picks me up? 

Milton access+ is a shared-ride service – you may not always be the only passenger on board. The operator may have to drop off someone else at their destination before he or she drops you off at yours. Please keep this in mind when booking your trip and allow for adequate time to reach your destination. 

How long will the operator wait for me? 

Operators will wait up to five minutes beyond their arrival time. If you are not ready upon Milton access+ arrival, a no-show will be recorded. 

I booked a trip to my doctor’s office, but may also need to stop at the bank on the way home. Can I ask the operator to make the extra stop? 

Because Milton access+ is a shared ride service and there may be other passengers in the vehicle during your trip, operators are not authorized to make extra stops other than your initially requested destination. These extra stops would count as additional trips. Operators must stay on schedule to ensure all trips are made on time, and unscheduled stops interfere and delay trips. 

I live in Burlington, but am eligible for Milton access+ service. Can Milton access+ pick me up at my home in Burlington? 

No. All requests to travel to or from a municipality or area outside of the urban and rural boundaries of Milton must be accommodated through a service other than Milton access+. It is your responsibility to arrange alternate transportation to the Milton access+ service area before travelling with Milton access+. Alternate transportation may include one or a combination of:

  • Other municipal paratransit service providers (e.g. Oakville care-A-van, Burlington Handi-Van, Peel Trans-Help, etc.)

  • GO Transit train or bus services

  • Non-profit transportation provider (e.g. Red Cross)

  • Local taxi operator

I live in the rural area of Milton. Can I book a trip to travel within the rural area? 

No. Rural-to-rural destined trips are not permitted. Registrants living in the rural area of Milton (including Campbellville, Moffat and Brookville) can book trips destined to the service area, and subsequent trips can be made within the service area. However, return trips must be to the registrant’s residential address only.

Example 1: I live in Campbellville. Can I book a trip to Milton Mall?

Yes. This trip is permitted; the destination is in the service area. The return trip must be to the original residence in Campbellville.

Example 2: I live in Campbellville. Can I book a trip to Mohawk Raceway?

No. This trip is not permitted because the initial trip is not destined to the service area.More information about the Milton access+ service area, including a map, is available in the Milton access+ How-to Guide.

I recently moved. How do I notify Milton access+ of my new address? 

It is your responsibility to contact Milton access+ by phone or email (listed below) upon moving to a new address. Important information about the service is often delivered by mail, so it is crucial that we have your current address on record.

I can no longer make my trip. How do I cancel it?

If you cannot make your scheduled trip, you must call the Milton access+ trip reservation line by 5:30 pm on the previous service day to cancel your trip. If a cancellation is made on the same day of your requested booking, it will be recorded as a late cancellation. A no-show is recorded if you do not show up for your scheduled trip, or cancel your trip at the door.Passengers with excessive cancellations and repeated late cancellations and/or no-shows will have their eligibility privileges reviewed, which may result in a suspension of services. See the Milton access+ How-to Guide for information about the Milton access+ cancellation and no-show policy.