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Customer File
Please inform us of any changes to your situation, personal information, mobility aids or any other information in your customer file.
Eligibility card and Paratransit customer number
For your safety and to confirm your eligibility to travel, always carry your eligibility card with you when using paratransit.
Present your card upon request and make sure you can clearly identify yourself during each trip.
Your paratransit customer number is shown on your card. It is a unique six-digit number that begins with 3.
If you had a paratransit customer number before January 1, 2026, “300,000” has simply been added to your existing number.
You must always provide your customer number when making a reservation.
If you’re moving outside Laval
Are you moving outside Laval? If you wish to transfer your customer file to the paratransit service in your new city, you must complete the Relocating outside the City of Laval: Authorization to release a paratransit service user’s file to another public transit provider form.
Please send the completed form to the STL Paratransit Service as soon as possible and allow time for processing.
Mobility aids
Do you use a mobility aid such as a cane, walker, rollator, or manual or powered wheelchair?
Please inform our Customer Service of any additions or changes to your file so we can provide the appropriate type of vehicle.
Attendants
To travel with an attendant on paratransit, you must first submit a formal application.
The application must be completed by a specialist, who must explain why you are unable to use the regular transit network, even when travelling with a responsible person.
Once completed, your application will be reviewed by the eligibility committee, and a decision will be sent to you by mail.
Free travel for attendants on the STL regular bus network
Your eligibility card entitles one attendant to travel with you free of charge on the STL regular bus network.
The paratransit eligibility card is not a transit pass. You must pay your fare or present a valid pass when boarding.
Only your attendant may travel free of charge, provided they accompany you throughout the trip.