My Alerts Our priority is not to refuse any requests for service while meeting your current and future needs.
New contractual agreements
Following the announcement of the transfer of the remaining 10% of paratransit minibus service to external partners, new service contracts were awarded to three suppliers.
New adapted vehicles
The vehicles that will be made available to minibus users starting in 2026 will be accessible vans that meet criteria that have been carefully reviewed to optimize accessibility, comfort and safety.
The process for selecting the type of vehicle that would meet these criteria was established in collaboration with the users concerned as well as paratransit associations, namely the Regroupement des usagers du transport adapté (RUTA) and Ex Aequo.
The criteria that have been defined mainly include:
- Improved suspension
- Improved air conditioning
- Improved soundproofing
- Sufficient space to accommodate the largest mobility scooter covered by RAMQ
- Special safety considerations for people of short stature or with precarious balance
- Positioning of guide dogs near their owners
Appropriate training and rigorous quality control
In addition, we made the development of driver training for these new vehicles a priority.
- Drivers will receive training equivalent to what is currently being provided.
- The training has been specifically developed by and for persons with disabilities, in conjunction with related associations.
- The drivers will also be carefully selected by the STM from among those already working for suppliers.
- Customer representatives will be able to exchange and monitor the performance indicators of this change within the User-Carrier Committee, which meets regularly.
Such a transition will enable us to maintain our commitment not to refuse any requests for service and there will be no changes to existing service.
Ongoing discussions with the STL
With a view to continuing to provide quality service to users, while ensuring sound management of public funds in the wake of recent government performance audits, the Société de transport de Laval (STL) and the STM have begun discussions to have the STL’s delivery of paratransit service transferred over to the STM. This potential partnership would include the reservation call centre, logistics and operationalization of customer transportation. There is no scenario in which positions held by STM or STL employees will be cut. Further details may be provided following the discussions.
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.
Yes. Training for the drivers of the new vehicles is a priority for us.
- Drivers will receive training equivalent to what is currently being provided.
- The training has been specifically developed by and for persons with disabilities, in conjunction with related associations.
- The drivers will also be carefully selected by the STM from among those already working for suppliers.
- Customer representatives will be able to exchange and monitor the performance indicators of this change within the User-Carrier Committee, which meets regularly.
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.