Guide Dog and Service Animal Policy

In keeping with our values of safety, accountability, and continuous improvement, Ontario Northland Transportation Commission (ONTC) adheres to the Accessibility for Ontarians with Disabilities Act (AODA), Blind Persons’ Rights Act (BPRA) and Ontario Human Rights Code (OHRC), and the regulations thereunder, with respect to service animals onboard its passenger services fleet.

To comply with the Integrated Accessibility Standards Regulation (IASR) under the AODA, along with the BPRA and OHRC.

To use reasonable efforts to ensure that this policy is consistent with the following principles:

1. The services or facilities are provided in a manner that respects the dignity and independence of persons with disabilities.
2. The provision of services or facilities to persons with disabilities is integrated with the provision of goods, services, or facilities to others, unless an alternative measure is necessary, whether temporarily or on a permanent basis, to enable a person with a disability to obtain, use or benefit from the services or facilities.
3. Persons with disabilities must be given an opportunity equal to that given to others to obtain, use and benefit from the services or facilities.

ONTC is committed to welcoming people with disabilities who are accompanied by a service animal on premises which we own or operate that are open to the public, and on all our passenger transportation services. ONTC will provide appropriate accommodation to customers travelling with service animals to the point of undue hardship.

ONTC will also ensure that all employees, volunteers, agents, and contractors dealing with the public on behalf of ONTC are properly trained how to interact with people with disabilities who are accompanied by a service animal.

The Guide Dog and Service Animal Policy applies to all ONTC customers, and ONTC employees, agents and contractors dealing with the public on behalf of ONTC.

“service animal” means (1) a guide dog as defined under the BPRA or (2) an animal as described below in Section IV.2 of the IASR:

1. the animal can be readily identified as one that is being used by the person for reasons relating to the person’s disability, due to visual indicators such as the vest or harness worn by the animal; or
2. the person provides documentation from one of the following regulated health professionals confirming that the person requires the animal for reasons relating to the disability:
   1. A member of the College of Audiologists and Speech-Language Pathologists of Ontario.
   2. A member of the College of Chiropractors of Ontario.
   3. A member of the College of Nurses of Ontario.
   4. A member of the College of Occupational Therapists of Ontario.
   5. A member of the College of Optometrists of Ontario.
   6. A member of the College of Physicians and Surgeons of Ontario.
   7. A member of the College of Physiotherapists of Ontario.
   8. A member of the College of Psychologists of Ontario.
   9. A member of the College of Registered Psychotherapists and Registered Mental Health Therapists of Ontario.

Note: ONTC accepts documentation from equivalent health professionals licensed in other Canadian provinces or territories to support travel with a service animal.

ONTC requests that, where possible, the customer provide 48 hours advance notice for travel with a service animal. This will better assist in our efforts of providing appropriate seating and space both for the customer travelling with a service animal and other passengers.

The following conditions apply for travel with a service animal onboard ONTC passenger vehicles:

1. The customer must keep their service animal under control and with them at all times
2. The service animal must be properly restrained (i.e., harnessed, tethered, leashed and/or in a carrier) at all times unless this would interfere with the service animal’s safe and effective performance of its work, or the customer’s disability prevents their use. In such cases, the service animal must still be otherwise under the physical or vocal control of the customer and must not disrupt the enjoyment of other passengers or the operation of the vehicle.
3. The service animal may not block any aisles or exits
4. The service animal must be up to date on any vaccinations that may be required by law and be in good health (or its medical conditions controlled appropriately).
5. Customers must clean up after their service animal. ONTC requests that animal waste not be disposed of onboard.

ONTC may disallow boarding onto or into, or require customers to remove their service animal from the bus, train or station premises if:

1. The service animal is not properly controlled and effective action is not immediately taken to control the service animal (for example, if the service animal is not under the physical control of the customer, or is vocalizing repeatedly and uncontrollably or the animal is not housebroken);
2. The service animal is acting aggressively or appears to be dangerous, distressed or in pain;
3. The service animal poses a threat to the health or safety of others; or

Note: Ontario Northland does not allow animals which are excluded under applicable law, on any of our services. This includes "pit bulls" as defined under the Ontario Dog Owners Liability Act.

If the customer is asked to remove the service animal but would like to remain on the premises of the station or continue travel without the service animal, the customer must make arrangements at their cost for another person or animal control to assume custody of the service animal.

ONTC encourages customers to travel with documentation supporting their needs and the status of the animal as a service animal (if applicable), in the event it is requested.

This policy will be initially reviewed within the first year after the effective date, and subsequently, at a minimum of every two years, or as required by law.

The policy exists to achieve service excellence to customers with disabilities. Any question about the policy, or if the purpose of a policy is not understood, an explanation should be provided by, or referred to the Senior Director of Passenger Operations.