The rules we drive by
These standards apply to every trip, across every program, unless a specific program, project or client amendment says otherwise — in which case the more stringent requirement applies.
What "on time" actually means
| Measure | Standard | Note |
|---|---|---|
| On-time pick-up | At the scheduled time, or within 15 minutes after | Arriving early is allowed, but the member is never required to board before the scheduled time. |
| Late pick-up | Arrival more than 15 minutes after schedule | Late pick-ups are tracked; we aim well under a 5% monthly rate. |
| Monthly average wait | ≤ 15 minutes after schedule | Averaged across all pick-ups. |
| Any single wait | ≤ 30 minutes after schedule | Hard ceiling, not an average. |
At the door, and at the appointment
Confirmation, 24 hours ahead
We confirm the scheduled pick-up time with the member at least 24 hours before the ride.
Announcing arrival
On arrival the driver makes their presence known to the member — and, where the entrance is not obvious, identifies themselves at the building entrance.
The 10-minute no-show rule
The driver waits at least 10 minutes past the scheduled pick-up time before a member may be considered a no-show. If the member is not there, dispatch is notified before the driver leaves, and the attempted pick-up is documented on the trip log.
Delivery to the appointment
Members are dropped off within 15 minutes of the appointment time, and never more than 15 minutes before a medical office or facility opens.
Will-call returns
For return trips from an appointment, we arrive within 60 minutes of being notified the member is ready — or by the close of the facility's business day, whichever is earlier.
Hospital discharges
Same-day discharge reservations are picked up within three hours of accepting the trip.
Delays & appointment timing
If a delay of 15 minutes or more affects pick-ups, we call waiting members with the new arrival time, and offer alternatives where appropriate. If a member will be late to an appointment, we notify the broker promptly so the provider can be told.
Return times
Return trips are honoured at pre-arranged times. We do not change a pre-arranged time without prior written permission.
In the vehicle
Everyone secured
All members are safely secured with seat belts or appropriate restraints. Wheelchairs and wheelchair users are verified as secured before the vehicle moves.
Comfortable cabin
Interior temperature is kept comfortable, and special needs or accommodations are addressed.
Assistance with devices
Help with wheelchairs, lifts, ramps, walkers, rollators and folding wheelchairs — and with loading them into the vehicle.
Never left unattended
No member is left alone at any time during the trip.
Packages secured
Packages are secured before the vehicle moves. Crew are not responsible for members' personal belongings.
Parked for safe access
We park so the member can reach the entrance without crossing a street, and confirm they have safely entered before departing.
Escorts, attendants and service animals
Adult escorts
An adult escort aged 18 or older may accompany a child under 18 — and is provided at no additional charge when directed. Minors ride in the rear seat, never the front.
Attendants & assistants
A transportation attendant or personal assistant may ride when needed to assist the member, and assists both the member and the driver.
Service animals
Service animals are allowed in the vehicle as needed. No other animals may board.
Kept to standard, on paper too
Vehicles
- Registered vehicles meet all minimum standards, with proof of insurance, registration and required regulatory approvals kept current.
- Any vehicle that loses or lets an approval expire is removed from service immediately.
- Vehicles are kept clean and in good repair, inspected regularly, and removed from service if they fail inspection.
Driver records
- A clear copy of each driver's licence and locally-issued operator's licence is kept on file.
- Only drivers and vehicles registered and pre-approved may perform trips.
- Records and qualifications are subject to initial, annual and interim inspection.
Daily trip logs
Each log records provider name and ID, date of service, vehicle ID, driver name and signature, members transported and their drop-off signatures, attendant details, actual pick-up and drop-off times, any no-show indicator, and authorisation.
Retained for 10 years
Trip, invoicing and related records are preserved for ten years from final payment, longer where the law requires — and produced within three business days of a request.
Conduct that is never acceptable: soliciting or accepting money (beyond authorised co-pays) or controlled substances from members; sexually explicit comments or activity; smoking or vaping in the vehicle; firearms, open alcohol containers or unauthorised controlled substances on board; and wearing headphones while on duty (hands-free headsets excepted).
Questions about a standard?
Facilities and case managers are welcome to ask how we measure any of these commitments.