My Alerts Paratransit is and will remain open.
Our priority: to respect our commitment on our zero-refusal policy by delivering paratransit services as usual.
The situation at a glance
- The STM will begin the process of transferring its paratransit minibus services to external partners in 2026
- The transfer will support our commitment to a zero-refusal policy
- With the forthcoming service agreements, the STM’s current minibus users will enjoy access to adapted vehicles that meet their needs
- Paratransit services will be maintained and delivered as usual
- The drivers of the new vehicles will receive training that will have been prepared in collaboration with community organizations such as the Regroupement des usagers du transport adapté (RUTA) and Ex-Aequo.
- Service and fares for paratransit customers will not be affected
- The STM is not planning any layoffs. STM employees will continue to be responsible for paratransit eligibility, reservations, planning, service delivery management, and quality management.
Our answers tou your questions
Actually, external partners are already responsible for 90% of paratransit trips. With the current initiative, the remaining 10% of paratransit trips—those made using minibuses—will be transferred to external partners as well. That way, we’ll be using the same system for all our paratransit services. This will improve the performance of paratransit services and support our commitment to a zero-refusal policy by making more paratransit vehicles available.
No. Paratransit services will not be discontinued in any way.
No. No changes to the fares are planned in this context.
No. Vehicles equivalent to the STM’s minibuses will be used to deliver the same services.
The necessary training and quality and service standards will also be part of the agreements negotiated with the new service provider(s) selected.
As per their current collective agreements, no STM employees will be laid off as a result of this initiative. We know this situation is challenging for them. Our teams are deeply committed to their work as paratransit service providers and show a great deal of care towards their customers. This initiative does not call that care or commitment into question. It is simply about finding the best business model for our paratransit services.
The Transport adapté team will continue to handle paratransit eligibility, booking, and planning and to manage service delivery and quality. The necessary training and quality and service standards will also be part of the agreements negotiated with the new service provider(s) selected.
Yes. Paratransit drivers (taxis and minibuses) have been paid an hourly rate since 2019 as per the agreement between the STM and taxi service providers. That will continue to be the case for all paratransit drivers because it allows the STM to have a guaranteed number of vehicles available and uphold its zero-refusal policy for customers.
We are committed to supporting you and keeping you informed throughout this process, which aims to provide safe and reliable paratransit services. Our customer service remains available to answer your questions and concerns at 514 280-8211.
Bus drivers, métro operators and station agents may exercise their freedom of expression by wearing their regular clothes instead of their uniforms, as part of their collective agreement negotiations. This will not affect STM services that are maintained and delivered as usual.
We have some important information we’d like to share with you. But first, we want to reassure you that your paratransit services are staying the same, without any changes. Our intention is to keep providing the same services in the same conditions, for you and everyone who uses our services.
We’re beginning a process to transfer our paratransit minibus services, which are currently provided by STM employees, to external partners in 2026. It’s important to note that external partners are already responsible for 90% of paratransit trips. With the current initiative, the remaining 10% of paratransit trips—those made using minibuses—will be transferred to external partners as well. That way, we’ll be using the same system for all our paratransit services. This will improve the performance of paratransit services and support our commitment to a zero-refusal policy by making more paratransit vehicles available.
Every customer who currently uses our paratransit minibuses will be able to use them with our new partners, whatever their needs. That’s our commitment to you. Our aim is to ensure that these new external partners meet the same quality standards, which is why our agreement with the new partners will include customized training, monitoring and control mechanisms, and performance indicators designed to measure service quality. We’ll also work with paratransit customer representatives to ensure that every user’s situation is fully taken into account.
Will this affect STM employees?
As per their current collective agreements, no STM employees will be laid off as a result of this initiative. We know this situation is challenging for them. Our teams are deeply committed to their work as paratransit service providers and show a great deal of care towards their customers. This initiative does not call that care or commitment into question. It is simply about finding the best business model for our paratransit services.
STM employees will continue to be responsible for paratransit eligibility, reservations, planning, service delivery management, and quality management.
How will this affect my paratransit services?
From now until 2026, there won’t be any changes to minibus paratransit services. Please know that we’re committed to supporting you and keeping you informed throughout the process, and that our goal is to keep providing you with safe, reliable paratransit services.