Accessibility policy
Last updated 15 August 2026
Kelso Mobility is committed to providing service in a way that respects the dignity and independence of people with disabilities, consistent with the Accessibility for Ontarians with Disabilities Act and the Integrated Accessibility Standards Regulation.
Accessible transportation is not a side offering for us. It is the entire service.
You never pay more for accessibility
We do not charge a higher fare because a passenger uses a wheelchair, scooter or other mobility aid. We do not charge anything to load, secure, stow or handle a mobility aid. Our published rates are the same for every passenger, and the fare estimate on our website is the fare regardless of what equipment you travel with.
Assistive devices, service animals and support persons
- You are welcome to use your own assistive devices in our vehicles.
- Service animals are welcome.
- A support person may travel with you at no additional fare. If a support person needs to be with you for safety or communication, that is between you and them — we do not require justification, and we do not charge for the seat.
A second attendant provided by Kelso — someone from our staff, where a transfer needs two people — is a different thing and is priced separately on our rate card. Bringing your own support person is always free.
Securement and safety
Our vehicles are specified with crash-tested four-point tie-downs and a separate occupant belt at every wheelchair position, to CSA D409. We secure your chair properly on every trip, every time, and we will not shortcut it because a journey is short or we are running behind.
Talking to us the way that works for you
You can book and deal with us by phone, by text, by email, or through our website. Our website is built to work with a screen reader and keyboard, and shows your fare in plain language before you commit to anything.
If any part of it is difficult for you to use, call 647-745-6800 and we will book the ride with you over the phone. Tell us what did not work, and we will fix it — a booking form that is hard to use is our problem, not yours.
If service is disrupted
If a vehicle is out of service or we cannot run a scheduled trip, we will phone the affected riders directly — not wait for you to discover it. Where a disruption affects more than one rider, we will also post notice on this website. We will tell you what happened, how long we expect it to last, and what the alternative is.
Training
Before anyone carries a passenger for Kelso Mobility, they complete training on:
- accessible customer service, and interacting with people with different kinds of disability
- safe passenger handling and the correct use of the securement equipment in our vehicles
- the requirements of the AODA and the Ontario Human Rights Code as they apply to serving people with disabilities
- this policy
Training is repeated when this policy changes.
Tell us how we did
Especially when we get it wrong. Feedback about accessibility reaches the owner directly:
- Phone 647-745-6800
- Email info@kelsomobility.ca
We respond within five business days, in whatever format you prefer — phone, email or in writing. You do not have to put a complaint in writing for us to take it seriously.
Accessible formats
This policy is available in an accessible format, or with communication support, on request and at no extra cost. Ask us and tell us what format works for you.