Quality Service Policy

QUALITY SERVICE POLICY

ADOPTED BY ADMINISTRATION COUNCIL
2022, June 1^st

PARATRANSIT

TRANS APPEL Paratransit is a door-to-door service. This means that in an apartment building, the limit is set to the entrance of the building. Our driver assists the user to reach the minibus, to come on board and to be seated. Our driver’s offers the same assistance for the return trip.

Paratransit Features
Paratransit is different from regular transportation’s service by its door-to-door service and that possibility to have a companion on board.

Door-to-Door service means that the driver helps the user from the door of his house, get on board, push the wheelchair, if needed, fasten the belt. It is the same procedure for the returning trip.

ATTENTION, Door to Door service means from the front door of your house to the front door of your destination’s building. Our drivers are not authorized to get inside your house, neither from your apartment block.

All user can be accompanied on board of our Paratransit service. Reservation must be done for the user AND his guide. Payment is required for both user and guide.

COLLECTIF TRANSPORTATION

Collectif transportation is available to all citizen on Val-Saint-Francois MRC territory for any reason for travelling with us. There are 141 buses stops spread all over the MRC territory. All municipalities have, at least, one bus stop on their territory.

How works our collectif transportation’s service
First, you must register on our web site: www.trans-appel.com IT IS FREE!

We need a 48 to 72 hours to set your registration before you can use our services.

Where are we going ?
We go to the following municipalities

Bonsecours
Cleveland
Kingsbury
Lawrenceville
Maricourt
Melbourne
Racine
Richmond
Saint-Claude

Saint-Denis-de-Brompton
Sainte-Anne-de-la-Rochelle
Saint-François-Xavier-de-Brompton
Stoke
Ulverton
Val-Joli
Valcourt Canton
Valcourt
Windsor

Out of MRC Val-Saint-Francois Territory
Monday to Thursday, we are going to Sherbrooke. We are not aloud to go anywhere in Sherbrooke. Mostly the commercial area, Hospital, Medical services, Dental clinics, Carrefour de l’Estrie, King Street stores.

How does it work

RESERVATION PROCESS
All reservation must be made before 2 pm the day before your transportation’s needs. If you need transportation on Monday, you must call us before 2 pm on Thursday.

CONFIRMATION OF DEPARTURE TIME
The day before your transportation needs, our dispatcher will call you around 3 pm to tell you the exact time of your departure.

THE DAY OF YOUR TRANSPORTATION
You must be ready to get on board 10 minutes before your confirmed time.

SNOW, SNOWSTORM & FREEZING RAIN
In a security issue, all transportations will be cancelled in case of a snowstorm or a freezing rain. Our employees will be calling everyone on the day scheduled.

RETURNING ON CALL
In case of a medical appointment, you don’t know the time you will get out of there. You will have to call at the office to get your return service.

Please note: It is important that you call at the office at the end of your appointment or ask the secretary at medical’s office to do so. Because of our driver’s schedules, we can not go back from Sherbrooke later than 4 pm.

CANCELLATION
You must call at the office as soon as possible for any cancellation. This may serve other users who needs transportation.

In any case, TRANS-APPEL may ask for full payment if the cancellation is made after 2 pm the day before the transportation service needs.

WHEELCHAIR
In any cases: residence and destination must be accessible to people with reduced mobility.

ACCOMPANIST
You may need someone as an accompanist on our vehicle. You must mention it on reservation. All accompanist must pay the fare.

SECURITY
No eating, no drinking, no smoking and no vaping onboard. This is a high-level security issue.

All user must use seat belts at all time during the trip to their destination or back home. If you can’t use your seat belt, you must provide a medical certificate.

A wheelchair’s user must have a seat belt on his/her chair. They must buckle up all the time during the trip. Driver must check that everyone is attached.

TRANS-APPEL COMMITMENT

We are committed to providing the best possible service, but the quality of our commitments also depends on the good collaboration of users. Below you will find Trans-Appel’s commitments, as well as Trans-Appel’s expectations of its users.

OUR COMMITMENT

OUR EXPECTATIONS

BUS CLEANLINESS

Clean bus
Clean & Safe Floor
Clean Windows
Clean Seats

Do not touch the Windows
Do not litter
Shake your boots
Call Trans-Appel’s office if you have a cleaning issue

In Winter, buses get dirty more quickly. Weather variations can cause dirt, Slush, Ice etc.

PONCTUALITY

Our dispatcher confirms your transportation time, the day before your transportation needs around 3 pm
Driver must be there at previous time
Trans-Appel will call you in case of lateness

Be ready 10 minutes before your scheduled time
Call Trans-Appel’s office if your bus is late
You must pay on boarding

In Winter, buses can be late due to Storm, ice on road, accidents, road works. In any cases, trans-Appel will call you about any delay.

COURTESY

A Respectful Welcome
Politeness
Refer you to Trans-Appel’s Office when necessary

Have your money ready
You must pay the exact cost
Be nice with our drivers and other users on board

SAFE
DRIVING

Soft and mellow driving
Speed set through weather conditions
Respect for Driving rules

Any problem, Please call trans-Appel’s office

Any questions, informations, complaints call us.