Brant Transit General Policies

Brant Transit’s service is powered by Via. Via has a strict Zero Tolerance policy. Driver partners are prohibited from driving on the Via Platform while under the influence of alcohol or drugs, and riders are prohibited from consuming alcohol or drugs inside the vehicle. We do not tolerate inappropriate, threatening or violent behavior by anyone using the Via Platform or towards any riders or driver partners. If you are a rider and observe or believe any of the following, please ask the driver to terminate the trip immediately: your driver may be under the influence of drugs or alcohol, your driver is behaving in a manner that you consider inappropriate or that makes you feel uncomfortable or unsafe, or your driver engages in conduct which could be considered unlawful or illegal.

If you feel that you are in imminent danger, please contact the police directly by calling 911. After the ride has concluded, please provide feedback using the Brant Transit app, reply to the text message confirmation of your ride, email us at support-brant@ridewithvia.com to report the issue, or call us at the Live Support number, 226.773.9347.

Riders must be 12 years of age or older. Children under the age of 12 can ride when accompanied by a parent or guardian. We will not supply car seats, but riders traveling with children who require them may bring their own. Riders are responsible for securing any such car seat and for ensuring that it fits all legal requirements.

Via does not tolerate discrimination of any kind against our riders or driver partners. This includes discrimination on the basis of race, color, national origin, religious belief or affiliation, gender, sex, sexual identity or orientation, age, veteran status, physical, mental or other disability (actual or perceived), rider’s points of departure and destination, or any other characteristic protected under applicable federal or state law. Additionally, Via does not tolerate discrimination of any kind against service animals. Riders or driver partners found to have violated Via’s anti-discrimination policy will lose access to the Via Platform. If you believe that you have been subject to discrimination by a rider or driver partner, please provide feedback in the review function of the Brant Transit app or email us at support-brant@ridewithvia.com.

Smoking of any kind is prohibited, including e-cigarettes, vaporizers, or smokeless cigarettes.

We know that you are on the go, but please help us keep our vehicles clean and fresh and avoid bringing food and drink in our cars, when possible. Please also be mindful that smelly food can be distracting and unpleasant for your fellow passengers. All drinks should have lids and drinking alcohol or carrying open containers of alcohol in our vehicles is not allowed.

Definition of Emergency An emergency includes, but is not limited to:

● Collisions or accidents

● Passenger medical emergencies

● Fires or hazardous material spills

● Threats to personal safety (e.g., violence, harassment, suspicious activity)

● Vehicle breakdowns in unsafe locations

Driver Responsibilities in an Emergency

In the event of an emergency, drivers must:

1. Call 911 Immediately

○ Provide clear information about the nature of the emergency, location, and number of people involved.

○ Follow all instructions from emergency responders.

2. Ensure Passenger Safety

○ If it is safe to do so, assist passengers in evacuating the vehicle, particularly individuals with disabilities or mobility challenges.

○ Use the vehicle’s emergency kit if needed.

○ Stay calm and communicate clearly.

3. Notify Driver Support Line

○ Once the immediate emergency has been addressed and 911 has been contacted, call the Brant Transit line ○ Provide a detailed incident report, including:

■ Date and time of incident

■ Location

■ Description of the event

■ Actions taken

■ Any injuries or damages

4. Complete an Incident Report Form

○ Submit a written or digital incident report within 24 hours, as directed by the support team.

Accessibility Considerations (AODA Compliance)

Drivers are trained to assist passengers with disabilities during emergencies, including:

○ Using plain language to communicate clearly and respectfully

○ Offering and respecting assistance preferences

○ Assisting passengers with mobility aids or service animals

Emergency procedures are reviewed regularly to ensure accessibility for all passengers, including those with:

○ Visual, hearing, and sensory impairments

○ Cognitive or developmental disabilities

Brant Transit has a new Late Cancellation Policy to ensure better access to the service for our riders. The policy comes into effect on June 1, 2024, and is designed to reduce late cancellations and no-shows, ensuring efficient operation and improved service reliability for all passengers. This policy applies to all passengers utilizing Brant Transit.

Late cancellations (defined as a cancellation made after 9:00 pm the night before a booked ride) disrupt the efficient operation of Brant Transit and inconvenience passengers and service providers. Any combination of three (3) late cancellations or no shows in any consecutive month-long period will be deemed excessive and defined as a violation of this policy. Consideration for the number of violations will be made for more frequent users of the service, providing the number of violations does not exceed 10% of trips taken.

To maintain service reliability and minimize disruptions, the following consequences will be enforced for late cancellations:

First Violation

• A written warning will be issued to the passenger for the first violation of this policy. The warning will outline the importance of honouring reservations and the potential consequences for future violations. 

Second Violation

• Seven (7) days suspension from service will be imposed for the second violation of the late cancellation policy.

Third Violation

• 14 days suspension from service will be enforced for the third violation of the late cancellation policy.  

Fourth Violation

• 21 days suspension from service will be implemented for the fourth violation of the late cancellation policy. 

Riders will be notified monthly in writing (email or text) of no-shows and / or late cancellation violations to assist in early resolution of misunderstandings and to identify conditions beyond control of individuals (i.e. medical / family emergencies, sudden illness, etc.).

If you have questions or concerns with respect to the policy, please email Brant Transit or call  519.44BRANT (519.442.7268).

Riders are permitted to bring three medium size bags with them while travelling.

Brant Transit has a strict "No Weapons" policy. This means that if any Driver Partner or rider possesses a weapon, regardless of whether possession of such a weapon is legal or whether they have a lawful permit for that weapon, they will be removed from the service. Note that we reserve sole judgment on what constitutes a "weapon."

Help us make our shared community safer for all riders and Driver Partners by refraining from bringing weapons of any kind when you ride with Brant Transit. If you observed a weapon during your trip in the Brant Transit service, please contact us at support-brant@ridewithvia.com or call us at the Live Support number, 226.773.9347.

Please remember your fellow passengers might not be interested in your phone conversations. We ask that you limit phone calls to quick logistics and emergencies during shared rides.

Can service animals or pets ride with me?

Service animals must always be welcome to ride without restriction. Driver Partners have a legal obligation to provide service to riders with service animals. If you are a rider traveling with a service animal and wish to report any issue you experience related to your service animal, please contact Via support.

Riders traveling with pets that are not service animals should keep their pets in an airline-approved carrier to use the service.