DARTS Multi-Year Accessibility Plan (2026–2030)

Download a copy of this plan (Word document, 39 KB)

Introduction

DARTS strives to meet the needs of its clients and employees with disabilities and is working hard to remove and prevent barriers to accessibility. We are committed to fulfilling our requirements under the Accessibility for Ontarians with Disabilities Act (AODA) and to going beyond compliance where possible to improve opportunities for people with disabilities. This Multi-Year Accessibility Plan outlines the steps DARTS has taken in the past and will take over the next five years to meet those requirements and to continually enhance accessibility in our services, information, and workplace. It demonstrates how we will play our role in making Ontario an accessible province for all Ontarians.

This plan covers all five key standards under the AODA (Customer Service, Information and Communications, Employment, Transportation, and Design of Public Spaces) as applicable to our operations, as well as general requirements like training and policy development. We have included both past achievements (Section 1) and future strategies (Section 2) to illustrate our ongoing journey toward greater accessibility.

DARTS’ primary client interactions are through our telephone reservation system and our online booking and payment portal. Our plan reflects this by emphasizing improvements in communication accessibility and digital services, along with our core function of specialized transit. We do not operate public-facing self-service kiosks or French-language services, so those aspects of AODA are not applicable, but we acknowledge them in our policies should that change.

This plan is a living document. It will be reviewed and updated at least once every five years (the current plan covers 2026 through 2030) and more frequently if needed. We will engage with people with disabilities (including our clients, employees, and community stakeholders) to get input on our accessibility efforts. The plan is posted on our website and is available in alternative formats upon request. Progress on the plan’s implementation will be reported periodically, and we will continue to file mandatory AODA compliance reports with the Government of Ontario as required (currently every three years for private organizations).

For feedback or questions about this plan, or to request an alternate format, please contact DARTS:

Phone: 905-529-1717
Email: info@dartstransit.com
Mail: 235 Birch Avenue, Hamilton, ON L8L 0B7

(Accessible formats of this document are available free on request.)

Section 1: Past Achievements to Remove and Prevent Barriers (2011–2025)

In this section, we highlight key achievements and actions DARTS has already completed to identify, remove, and prevent barriers for people with disabilities. These achievements span from the enactment of the AODA standards to the present, demonstrating our compliance with legal requirements by their deadlines and our proactive accessibility improvements. We have organized past achievements according to the AODA standards and general requirements:

Customer Service Achievements

Accessible Customer Service Training and Practices: DARTS implemented accessibility and customer service training for employees in accordance with the AODA and the Integrated Accessibility Standards Regulation (IASR). Training addressed how to interact and communicate with people with disabilities, including the use of assistive devices, the accommodation of service animals and support persons, and how to receive and respond to accessibility-related feedback and service disruptions. Accessibility training was provided as part of new employee onboarding and was updated when required to reflect changes to policies, practices, or legislative requirements. DARTS maintained records of accessibility training in accordance with the IASR. These practices supported respectful, inclusive, and accessible service delivery for customers with disabilities.
Feedback Mechanisms: DARTS established processes for receiving and responding to customer feedback related to accessibility. Clients were able to provide feedback by phone, email, and in writing. DARTS also introduced a dedicated feedback email address and phone line procedure to help ensure accessibility-related complaints or suggestions were directed to appropriate management or, where required, the City. Information about these feedback processes was communicated through available channels, supporting the requirement to make feedback mechanisms accessible.
Support Person and Service Animal Accommodation: DARTS welcomed customers with disabilities who were accompanied by support persons and service animals. DARTS ensured that support persons were permitted to travel free of charge when accompanying a customer with a disability who required assistance. Staff and Operators were trained on this requirement and on the principle that support persons were not to be charged a fare. Service animals were permitted on DARTS vehicles, and Operators were trained on appropriate service animal etiquette. These practices supported the dignity, independence, and equal access of customers with disabilities and aligned with the requirements of the AODA.
Notice of Service Disruptions: DARTS developed practices for communicating service disruptions. When service disruptions occurred, such as vehicle breakdowns or weather-related delays, Call Centre staff communicated delays to affected clients by phone where possible. DARTS also coordinated with the City of Hamilton to share service notices on the City website or other available platforms during broader service disruptions. At DARTS facilities, when an accessibility-related feature was temporarily unavailable, signage was posted and visitors were notified. These practices aligned with the AODA Customer Service Standard requirements related to notice of temporary service disruptions.

Information and Communications Achievements

Website Accessibility: DARTS made strides to improve the accessibility of its digital presence. The website was audited for AODA compliance and received a seal of approval. The site was designed to support accessibility best practices, including high-contrast design, screen-reader compatibility, keyboard navigation, and the use of text alternatives for photos and images where appropriate. Where online content was shared, efforts were made to ensure materials were accessible and usable for people with diverse abilities. Website accessibility was reviewed and improved over time as part of these efforts.
Alternate Formats and Communication Supports: DARTS demonstrated its commitment to accessibility by responding to requests for accessible formats and communication supports on a case-by-case basis. While DARTS did not have a formal written procedure or designated staff role for these requests, staff worked directly with individuals to determine appropriate formats or supports. Where feasible, this included providing information in larger font, plain language, braille, or electronic formats compatible with assistive technologies. Public safety information and emergency instructions were also provided in accessible formats upon request. These practices reflected reasonable efforts to meet individual needs in a timely manner while respecting confidentiality.
Telephone Communications Improvements: Recognizing that many clients were seniors or may have experienced disabilities affecting communication, DARTS implemented improvements to its telephone communications. This included introducing a callback feature to reduce the amount of time callers were required to remain on hold. Phone menu options were simplified to make them easier to navigate, and staff focused on communicating clearly and patiently with callers. These changes helped make telephone-based services more accessible and user-friendly.
Documents and Forms Accessibility: DARTS reviewed its approach to documents and forms with accessibility in mind. While DARTS did not maintain public-facing forms or documents, staff made efforts to ensure that information shared with individuals, whether electronically or in print, was clear and usable. Where documents were created, consideration was given to readability, clear structure, and compatibility with assistive technologies where feasible.
Communication of Availability of Accommodations: DARTS communicated the availability of accessible formats and supports as part of its accessibility efforts. Where appropriate, messaging indicated that information could be provided in an accessible format upon request. Staff also informed clients and others that they could contact DARTS if materials were required in a different or more suitable format. These practices helped raise awareness that accommodations could be requested and supported.

Employment Achievements

Workplace Accommodation Practices: DARTS supported employees requiring workplace accommodations through informal, case-by-case practices rather than through a formal written policy or procedure. When accommodation needs arose, DARTS worked directly with the employee to understand individual circumstances and identify reasonable adjustments where feasible. These practices reflected an intent to support employees and address accommodation needs collaboratively, while respecting confidentiality.
Recruitment and Hiring Practices: DARTS made efforts to consider accessibility and accommodation during recruitment and hiring activities. When applicants identified accommodation needs during the hiring process, DARTS responded on an individual basis to support participation where possible. Interview locations and processes were considered with accessibility in mind, and reasonable adjustments were made when required.
Employee Training and Awareness: Beyond mandatory requirements, DARTS took steps over time to promote general awareness of inclusion and respectful workplace practices. While no formal or recurring accessibility-specific training program was in place, staff and management were encouraged to communicate respectfully and to be mindful of individual needs in the workplace.
Performance Management and Career Development Practices: DARTS considered individual circumstances, including accommodation needs, when managing employee performance and workplace responsibilities. Where adjustments were required to support an employee’s ability to perform their role or participate in workplace activities, these were addressed informally and, on a case-by-case basis.
Individual Emergency Response Support: When aware that an employee might require assistance during a workplace emergency, DARTS took reasonable steps to provide appropriate support arrangements. These supports were handled informally and tailored to the individual’s needs, rather than through a formalized written emergency response plan process.
Return to Work Practices: DARTS supported employees returning to work following illness, injury, or disability-related absences through individualized discussions and practical arrangements. These situations were managed collaboratively with the employee, focusing on a safe and sustainable return where possible.
Inclusive Employment Efforts: DARTS demonstrated an interest in inclusive employment by considering all individuals regardless of their abilities and backgrounds. While no formal inclusive hiring initiative was established, DARTS approached employment opportunities with an intent to be fair, flexible, and accommodating where feasible.

Transportation Achievements (Specialized Transit)

Accessible Transportation Practices: DARTS delivered specialized transit services intended to meet the needs of eligible passengers with disabilities. In operating these services, DARTS followed eligibility decisions and service parameters established through the City’s accessible transportation framework. Staff worked within those parameters to provide service in a manner that was consistent, fair, and responsive to individual passenger needs, including supporting temporary or conditional eligibility decisions where applicable.
Fare Consistency and Service Availability: DARTS operated specialized transit services in alignment with the broader municipal conventional transit environment. Efforts were made to ensure that fares, service availability, and operating hours were applied consistently for eligible passengers so that access to transportation was not unduly restricted in comparison to conventional transit services.
Support Persons, Companions, and Service Animals: DARTS permitted customers with disabilities to travel with support persons and service animals. Where applicable, support persons accompanying a passenger who required assistance were accommodated in accordance with established practices. Passengers were also able to travel with companions or children when space permitted. These practices were communicated to staff and supported accessible and dignified travel.
Service Delay Communication: When service delays or disruptions occurred, DARTS took reasonable steps to inform affected passengers. Call Centre employees communicated directly with clients when possible, and broader service disruptions were communicated through available channels in coordination with municipal partners. These practices helped manage expectations and supported accessible customer communication.
Accessible Vehicles and Equipment: DARTS operated vehicles intended to accommodate passengers with disabilities, including those using mobility devices and other assistive equipment. As vehicles were added or replaced over time, accessibility considerations such as boarding, securement, and passenger communication were considered. These efforts supported safe and usable transportation for passengers with a range of mobility and communication needs.
Operator and Staff Practices: Operators and staff supported passengers with disabilities through hands-on assistance, respectful communication, and attention to individual needs. Staff were expected to assist with boarding, securement of mobility devices, and general customer support, recognizing that passengers may experience physical, sensory, cognitive, or age-related disabilities.
Use of Alternative Transportation Options: Where appropriate, DARTS coordinated with other transportation options made available through municipal programs to help meet passenger needs. While not operated directly by DARTS, these complementary services were used to support overall service continuity for eligible clients, including establishing connections with neighbouring specialized transit providers from other regions.
Community Input and Transparency: DARTS participated in accessibility-related discussions and consultations led by the City through established channels. Feedback received indirectly through municipal processes informed service practices and operational awareness, supporting continuous learning and responsiveness to community needs.

Design of Public Spaces Achievements

Facility Accessibility Improvements: DARTS operated from facilities where accessibility considerations were considered. Where renovations or physical changes occurred, efforts were made to reduce barriers and improve access for visitors and staff. These improvements focused on supporting safe entry, movement within the space, and access to common service areas.
Maintenance of Accessible Features: Accessible features within DARTS facilities were maintained as part of regular operations. When accessibility-related elements were temporarily unavailable, staff took reasonable steps to assist visitors and mitigate barriers until issues were resolved. When accessibility barriers were identified, such as automatic door openers, DARTS worked with the property owners (City of Hamilton) to address them.
Self-Service Kiosks: DARTS did not operate public self-service kiosks as part of its services or facilities. As a result, no accessibility barriers related to kiosks were encountered within DARTS-controlled spaces.
Emergency Preparedness Practices: DARTS considered accessibility needs when planning for workplace emergencies. Where employees or visitors may have required assistance during an emergency, reasonable steps were taken to support safe evacuation or response, based on the circumstances and the physical environment.

General Accessibility Practices (Integrated Initiatives)

Accessibility Planning Efforts: DARTS engaged in accessibility planning activities intended to identify barriers and support gradual improvement across services, facilities, and communications. These efforts informed operational decisions and accessibility-related priorities over time.
Training and Awareness: Staff and volunteers received accessibility-related information as part of onboarding or role-specific expectations. This included general awareness of accessible customer service, respectful communication, and the duty to accommodate. Training approaches evolved over time based on organizational needs and available resources.
Policy and Practice Awareness: Rather than relying on a single consolidated accessibility policy, DARTS addressed accessibility through a combination of operational practices, guidance, and informal procedures. Staff were expected to apply these practices in day-to-day work and respond to accessibility needs as they arose.
Engagement and Feedback: DARTS remained open to feedback related to accessibility and service delivery. Input received through passengers, staff, or municipal partners informed awareness of barriers and opportunities for improvement.

Summary: These past practices reflect DARTS’ historical approach to accessibility—focused on practical service delivery, responsiveness to individual needs, and collaboration within the municipal transit framework. While not all efforts were formalized or documented through standalone programs or policies, they demonstrate an ongoing intent to reduce barriers and support accessible transportation and services.

Section 2: Strategies and Actions (2026–2030)

Looking ahead, DARTS will pursue initiatives over the next five years to further remove barriers and improve accessibility. These strategies focus on meeting ongoing requirements (such as training and accessible communications) and on practical improvements informed by client feedback, operational learning, and evolving best practices. Planned actions are organized by applicable AODA standards.