Recap: Para Transpo Talk, February 2025

On February 12 and 13, we hosted our very first virtual Para Transpo Talk event. This meeting was the latest addition to our ongoing series of customer engagement events.

Last fall, OC Transpo launched Para Transpo Talk, a new, accessible way for Para Transpo customers to share their feedback and ask questions. Para Transpo Talk is an ongoing initiative that takes place online or in-person, depending on the season. In good weather, in-person events are held in easily accessible locations in Ottawa.

These events are designed to bring Para Transpo customers, their families, companions, and support persons together for meaningful discussions and updates. If you weren’t able to join us this time, don’t worry, The Next Stop Blog is here to fill you in on everything that was discussed!

Here’s a breakdown of what was covered during the event:

Introducing the Customer Care Team and refresher of Para Transpo service

We introduced our team of dedicated Customer Care Officers, highlighting their role responding to customer inquiries and feedback, and supporting other initiatives.

We also provided a quick refresher on Para Transpo services:

• Para Transpo is a shared-ride, book-in-advance, public transit service open to eligible customers unable to take conventional transit sometimes due to a disability.
• Operators provide door to door service on pickup and drop off, and assist with boarding, alighting, and securing customers as well as their mobility devices.
• Trips are offered 365 days a year, seven days a week, from 6:00 am to 12:00 am.

Addressing December 2024 service challenges

We began by taking the time to address the service disruptions that occurred in December and shared the following steps that have since been implemented to ensure that our customers have reliable service:

• Maximizing the use of external accessible taxis and contractor vans to support customer trips
• Prioritizing Para Transpo minibuses for customers who cannot use contracted taxis
• Contacting customers by phone to inform them of trip delays and the type of vehicle that will be provided for their trip
• Reviewing trip planning and operator schedules to ensure the process is as efficient as possible
• Holding daily meetings with the operations, fleet maintenance, and customer service teams to plan service for the following day
• Increasing the number of minibuses undergoing maintenance simultaneously by leveraging external providers to expedite vehicle repairs and return them to service.

O-Payment readers update

In exciting news, we shared details about the new red O-Payment readers now found on all Para Transpo minibuses. These readers are conveniently located in the customer area so that customers can pay by tapping their Presto cards, credit or debit cards, or mobile wallets themselves. Simply tap your card on the reader, and a green screen confirms successful payment – it’s fast, easy, and secure!

Para Transpo minibuses update

An update was provided on the new minibuses for the Para Transpo fleet.

In total, we’ll be receiving six six-metre minibuses and 76 seven-metre minibuses.

The six-metre minibus has:

• up to seven ambulatory seats, and
• up to two wheelchair spots.

The seven-metre minibus has:

• up to ten ambulatory seats, and
• up to three wheelchair spots.

We expect to continue to receive new vehicles throughout this year.

Answering your questions

Finally, we answered several questions submitted in advance and concerns brought forth during our event. Key topics included:

• My Para Transpo: Book cancel or track your trips online with My Para Transpo. You can get started with My Para Transpo by setting up an account online.
• Para Transpo fare zones: Para Transpo fares are classified into two fare zones. This map shows where the urban and rural zones are located.
• Presto: You can purchase a Presto card online at prestocard.ca, at ticket machines, at the Rideau Centre Customer Service Centre or at participating Shoppers, Loblaws or Real Canadian Superstore locations.
• Senior discount: You can set a Senior discount on your Presto card in person at the Rideau Centre Customer Service Centre, or at participating Shoppers, Loblaws or Real Canadian Superstore locations.

We had a great time answering questions this time and look forward to continuing these important conversations and improving the experience for all our Para Transpo customers.

Have more questions? The next Para Transpo Talk event is planned to take place in Early Spring of this year. If you have any questions or feedback before the next event, don’t hesitate to reach out! You can contact our team at parlons_paratranspo_talk@ottawa.ca.