The Owen Sound Transportation Company Limited (OSTC) is committed to meeting its current and ongoing obligations under the Ontario Human Rights Code respecting non-discrimination.
OSTC understands that obligations under the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and its accessibility standards do not substitute or limit its obligations under the Ontario Human Rights Code or obligations to people with disabilities under any other law.
OSTC is committed to complying with both the Ontario Human Rights Code and the AODA.
OSTC is committed to excellence in serving all customers including people with disabilities.
Our accessible customer service policies are consistent with the principles of independence, dignity, integration and equality of opportunity for people with disabilities.
OSTC is subject to CTA regulation and provision of the regulation
PART 1 – Requirements Applicable to Transportation Service Providers
PART 2 – Service Requirements Applicable to Carriers
PART 3 – Technical Requirements Applicable to Carriers
(only Division 3 of PART 3 – Technical Requirements – Marine Carriers) are required for OSTC
OSTC’s Multi Year Accessibility Plan
Owen Sound Transportation Company (OSTC), as a marine carrier, is subject to the Accessible Transportation for Persons with Disabilities Regulations, SOR/2019-244 (the “Regulations”), enacted pursuant to the Canada Transportation Act (S.C. 1996, c. 10). More specifically, OSTC must comply with parts 1, 2 and 3 (Division 3) of the Regulations.
Our staff has received awareness and other training to support and provide the best access possible to persons with disabilities. Whether it’s when making a reservation or when boarding, during the crossing or when disembarking, once staff has been informed of the presence of a person with a disability, the purser will be informed and the crew will make sure that they can communicate with this person, taking the nature of the disability into consideration.
Public announcements are made through audio or visual media as well as by a public call system and through staff members on site, when necessary. If a request for assistance is made in this regard, a staff member will go make sure that the person has understood the audio instructions (public call system).
Service offered and conditions
OSTC strive to meet our customers’ assistance needs as best as we possibly can. Although 48 hours’ notice is not required to access any of the assistance services offered, advance notice will afford us the very best opportunity to ensure your experience is as smooth and enjoyable as we can make it. Regardless of when you notify us, we will make every effort to accommodate your requests up to the vessel departure time. Services available include:
The following assistive devices are available both shipboard and shore-based terminals.
Elevators: Vehicle parking deck and shore-based elevators to assist passengers with boarding and deboarding the ship.
MSCCM: Ship elevator dimension 30″x60″, max weight 800lbs
PITS: NO limitation for mobility aid with the exception of there are no ramps access to the outside decks on the PI2.
Manual Wheelchairs: Located at the terminals and aboard the ship.
Tobermory Terminal: 4 manual wheelchairs 1x 18″ (300lbs), 1x 19″ (300lbs), 1x 22″ (500lbs)
South Baymouth Terminal: 4 manual wheelchairs 1x 18″ (300lbs), 1x 19″ (300lbs), 1x 22″ (500lbs)
Wheelchair 1 29″ max weight 450lbs
Wheelchair 2 29″ max weight 450lbs
Wheelchair 3 24″ max weight 300lbs
PITS: Argo Wheelchair 18″ – 300lbs
Electric Carts: Available for transporting passengers between facilities and vessels. 2023 AGT Ramblers, six seater length = 151.2″ width = 53.5″ Height = 86.6″ , 1544 lbs
Briefing cards: A guide to on-board services and information stations locations where the Steward or a designate is available for assistance or questions.
Designated Seating: Available at the dining room tables and in lounges.
Designated Signage: Accessible parking spaces, washrooms and entry ways are prominently displayed.
We will communicate with people with disabilities in ways that consider their disability. This may include the following:
We will work with the person with a disability to determine what method of communication works for them.
We welcome people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public.
When we cannot easily identify that an animal is a service animal, our staff may ask a person to provide documentation (template, letter or form) from a regulated health professional that confirms the person needs the service animal for reasons relating to their disability.
A service animal can be easily identified through visual indicators, such as when it wears a harness or a vest, or when it helps the person perform certain tasks.
A regulated health professional is defined as a member of one of the following colleges:
If service animals are prohibited by another law, we will do the following to ensure people with disabilities can access our goods, services or facilities:
Service dogs are permitted to travel freely with their owner/ handler including areas where food is normally served, sold or offered for sale. Any service animal, other than a dog, is permitted to travel free with their owner, except where food is normally served, sold or offered for sale.
A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises.
Passenger fare will not be charged for support persons.
We will notify customers of this by posting a notice in the following location(s):
In certain cases, OSTC might require a person with a disability to be accompanied by a support person for the health or safety reasons of:
Before deciding, OSTC will:
If OSTC determines that a support person is required, we will waive the admission fee or fare for the support person
In the event of a planned or unexpected disruption to services or facilities for customers with disabilities OSTC will notify customers promptly. This clearly posted notice will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available.
The notice will be made publicly available in the following ways:
OSTC will provide accessible customer service training to:
Staff will be trained on accessible customer service 7 days after being hired.
Training will include:
Elevators, Manual Wheelchairs, Electric Carts, Briefing Cards
Staff will also be trained when changes are made to our accessible customer service policies.
OSTC welcomes feedback on how we provide accessible customer service. Customer feedback will help us identify barriers and respond to concerns.
Customers will be notified of how to provide feedback in the following ways:
All feedback, including complaints, will be handled in the following manner:
Feedback will be directed to the Manager of Customer & Media Relations
Customers can expect to hear back in 3-5 business days, depending on the nature of the complaint or comment, and if an investigation is required. Complaints will be addressed according to complaint categories already established in our company’s complaint management procedures.
OSTC will make sure our feedback process is accessible to people with disabilities by providing or arranging for accessible formats and communication supports, on request.
OSTC will notify the public that documents related to accessible customer service, are available upon request by posting a notice in the following location(s)/way(s):
OSTC will provide this document in an accessible format or with communication support, on request. We will consult with the person making the request to determine the suitability of the format or communication support. We will provide the accessible format in a timely manner and, at no additional cost.
At OSTC we are committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities. Therefore, no change will be made to this policy before considering the impact on people with disabilities. Any policies of the Owen Sound Transportation Company that do not respect and promote theses principles of dignity, independence, integration and equal opportunity for people with disabilities will be modified or removed.