To: Mobility Plus Customer Care -- mobilityplusfeedback@york.ca Re: Andrew Morrison-Gurza I.D.

. #24059 Trip on Aug 14th Inclement Weather August 14, 2012 To Whom It May Concern: I write this letter as a new rider of Mobility Plus having just moved into the area less than two months ago. I am extremely concerned with the non-caring manner in which this door to door service handles clientele. As a stakeholder, Person with a Disability who is non-ambulatory, I am shocked at the lack of real service and empathy I have encountered. The Family of Services program states a user can take regular transit part way of the trip. This is fine except in situations of inclement weather (winter looms and deluge rainfalls abound). There must be allowances made due to unsafe circumstances. There has to be some fluidity. We need policies in place that allow for exceptions to be made whereby Mobility Plus vehicles are available to assist persons with disabilities, by escorting them directly from one location to the next in inclement weather conditions. This is something the user cannot predict in advance. Without such user-friendly policies Mobility Plus is a lame-duck service for those of us with special needs. I booked a trip for August 14th from my home at 25 Marshall Street to 581 Davis Drive to see a Surgeon. At that time, the trip reservationist advised me as I was part of the Family of Services, I could only use the Mobility Plus service part way. I expressed that I was going to see my surgeon, and that I needed to get there on time. They advised that I had to take a bus from Stop 9781 (Weldrick & Yonge 2 blocks from my home) to the Newmarket Bus Station. MobilityPlus would pick me up at the station and drive me to the Surgeon. The time that the trip reservationist gave me was 4:30 p.m. I advised that I needed to be there by 5 p.m. It has been raining very hard today. Its dangerous for me to travel in heavy rain in the wheelchair and the chair cannot get wet (electrical connections). Therefore I contacted Mobility Plus Service today Aug 14th 2012 to request Mobility Plus vehicle pick me up from my home, and bring me to the location due to inclement, dangerous weather conditions. They were unable to do so because I was on a Family of Services Program. Ultimately, they advised that they could take me from my home to the Richmond Hill Center Terminal where I would then have to transfer to a bus which would take me to the Newmarket Terminal, where I would finally meet MobilityPlus who would then take me to my appointment. This rerouting would have me out in the inclement weather for hours before I could get to the Surgeons office. This would be tough for an able-bodied person and is much more so for me. When I advised that all of the transferring to and from bus terminals is difficult due to the weather, the trip reservationist Michelle simply suggested that I should have planned ahead. I did plan well ahead, booking this trip 7 days ahead. Then I saw that the pick up time was for 4:50 p.m leaving only a 20 minute window. I had booked for 4:30 pick up.

As it stands right now, I am asked to brave inclement weather in my $20,000.00 electric wheelchair (that cannot get wet or it will become damaged and I will lose mobility altogether) to take 3 buses to get to one appointment (which is a 15 minute car ride from my home) all because I fall under the Family of Services Clause as outlined by MobilityPlus. This does not assist me or others like me. MobilityPlus and YRT/Viva are government funded. They are supposed to help persons with disabilities get around. They are failing to take into account the needs of their clientele. MobilityPlus is meant to help riders with special needs special needs are full time not half-time. What is a Family of Services Rider expected to do in the winter, when the weather is much worse with -20C temperatures? Should they be made to stand in the cold and risk further health complications because the door to door service refuses to help them? I just moved from Ottawa where the services were much better orchestrated. I am shocked at this situation here in a bustling, progressive community like Richmond Hill and indeed the Region of York. I feel frustrated, angered and surprised as a new rider of this service. My needs are being grossly under met. I was advised and believed that proper mobility services were available to me. I was informed that all riders with Mobility issues are extended service when they need it. I booked in advance. Instead, the Mobility Plus Family card leaves me and many other disabled riders in the cold, rain, storms, hail and thunder. This is unacceptable. A proper review of mobility services funded by government agencies to assist persons with disabilities - policies must be conducted by a group of users to ensure their needs are being met. That is the goal. MobilityPlus/YRT Supervisors and staff need to have sufficient, unprejudiced input from users to provide effective and efficient mobility services to persons with disabilities. I would like to meet with you to discuss remedies.

Andrew Morrison-Gurza (St. Kitts) (647) 233-6893