Frequently Asked Questions (FAQ)

Here are some of the most frequently asked questions. If you don’t see your question here, please contact us.

Boundaries & Addresses

Who determines transportation eligibility?

The School Boards set the home to school distance criteria. Distances vary based on grade and whether it is an urban or rural setting. The distance criterion for both member boards is outlined in the HSTS Policy Statement which can be located under the Policies/Procedures tab. The role of HSTS is to administer the member boards’ transportation policies, HSTS does not have the authority to change the distance criteria or grant an exception to the Policy.

What is a student’s ‘primary’ address?

The primary residential address is the address on file with the school for your student. Transportation eligibility is based on this address. Your child can only have one primary address.

What is an attendance boundary?

Each School Board sets an attendance boundary for the school. Children who reside within the attendance boundary are entitled to attend that school. Please contact your school board regarding the school attendance boundaries.

What is a transportation boundary?

The transportation boundary is the boundary that determines transportation eligibility and is based on the distance criteria outlined in the School Board’s Transportation Policy.

I am moving. Who do I need to notify?

Contact the school and register your child, or, if the school remains unchanged, provide the new address information to the existing school. HSTS arranges transportation based on the information provided by the school and does not take change of address information from the parent/guardian over the phone for security reasons.

Transportation Arrangements

How long does it take for transportation arrangements to come into effect?

It typically takes 5 business days to organize transportation arrangements once HSTS receives the information from the school. In September changes may take up to 15 business days.

Routes are prepared prior to the start of the school year. Once the annual route arrangements have been completed (generally August 15th annually), altering arrangements requires communication between the bus company, HSTS and the other students/schools that are on the route. Changes may impact other children already scheduled on the vehicle as well as children attending different schools. In light of the above, and due to the volume of requests received during the month of September, route changes may take up to 15 business days.


Why can’t my child eat on the bus?

Children cannot eat or drink on the bus. First, there is the possibility that your child will choke and the driver will either not see them or will be in an area where they cannot safely stop the bus.  In addition to the choking hazard, there are many students who share the same vehicle, some of which have life threatening allergies.  We want to minimize the risk for all passengers, your child and those who have life threatening food allergies.  We ask that you please reinforce this very important rule with your child, it may save someone’s life.

I do not think the bus stop location is safe. What can I do?

Fill out the bus stop request form, under the policies/forms tab. Bus stop requests received in September will be reviewed starting in October and may take a month to be completed due to the large volume of requests received.

The stop location will be reviewed by the Regional Transportation Officer who makes a determination based on several factors, (eg. distance to stop policy, sight lines, distance between stops, other students assigned to stop, etc.). The decision may or may not result in the stop being changed. Requests for bus stop location changes for convenience purposes will not be considered.

The types of concerns typically raised by parents are no sidewalks, traffic speed, no posted school zone signs, no cross walks, no crossing guards, no railroad crossing signs and/or construction. These potential concerns are under the jurisdiction of the municipality and HSTS may not consider these types of situations as safety concerns in and of themselves.

General Procedures

How do I find out if my child’s bus is delayed?

Visit and go to Delays and Cancellations

Any bus that is delayed greater than 10 minutes will be posted by the bus operator under Delays and Cancellations as soon as the driver has made the dispatch office aware that the bus is delayed. The posting will list the bus route #, the bus run# and the length of the delay so remember to keep your bus route # handy or sign up to receive email notifications.

Sign up to receive email notifications

If/when your child’s bus is delayed, you can receive an email notifying you of the delay.  Visit to review the instructions on how to sign up to receive email notifications.  The email will display the bus route #, the bus run# and the length of the delay.

My bus has been delayed, who should I contact to discuss this?

Bus Delays:

Contact your bus operator to discuss your concerns and they can provide you with specific information regarding the delay and the length of the delay.  Halton bus operators are listed on the website under “About Us”.

Ongoing bus delays:

Contact HSTS at or 905-637-4009/1-888-803-8660 and provide us with the bus route # and school.  We will investigate with the bus operator to ensure that your concerns are being addressed and/or that they are working on a solution to minimize or eliminate the delay.

My child’s bus has different drivers all the time and I was told it was an “Open Route”. What does that mean?

An “open route” means that there is no permanent driver on the route and there may be other drivers assisting to cover the route until a permanent driver can be assigned. Currently there is a significant driver shortage in and around the GTA however, bus operators are always working diligently to minimize or eliminate open routes through ongoing driver recruitment.

How does Halton Student Transportation Services select a bus stop location?

Many factors are considered when selecting bus stop locations. HSTS is responsible for selecting stop locations and considers road & traffic conditions, size of the bus, distance between stops, sight lines and overall safety. Community stops are selected whenever possible, meaning accessible for more than one student. In a rural environment, the bus will pick up close to the residence, but is not required to stop directly at the residence.  In rural areas where there are groupings of homes, community stops will be established.  Bus stops will not be located in townhouse complexes, cul-de-sacs or constructions areas including new housing developments.

My child left their backpack on the bus. Who do I contact?

Contact the bus company for lost items. Be ready to provide the school and route number to the bus company. The operator contact information can be located on the HSTS website.

Can I make special arrangements directly with the bus driver?

No. The bus driver is an employee of the bus company and the bus company is under contract with HSTS. HSTS develops and monitors the routes on an ongoing basis.  HSTS does not permit the bus driver or bus company to make, alter or amend the service provided. All changes to the routes, including the student stop assignment must be arranged through HSTS. Student bus stop assignments are based on the student’s primary address.

I have a concern with the bus driver. Who do I contact to remedy this situation?

Contact HSTS if you have a concern regarding your child’s bus driver. When a concern is received it is formally documented, the bus operator is contacted and the situation is investigated. You must provide your child’s name, route number, time and date of occurrence as well as a detailed description of what occurred. Bus drivers are employed by the bus company; HSTS does not have the authority to terminate employment.

I have a concern about some of the behaviour on my child’s bus, who should I speak to?

If you have a concern regarding student behaviour on the bus, please contact the principal. The school bus is considered an extension of the school day and as such the students are responsible to the principal or their designate for their behaviour. The principal/designate has the authority to revoke individual student transportation privileges should student responsibilities not be met.

Any serious allegation (e.g. assault) must be reported to the local authorities for investigation.

Do I have to call someone to register my child to ride on the bus?

No, our transportation system automatically assigns students who are eligible for transportation to the closest bus stop to their primary address based on the school board’s transportation policy.

Will my child have the same route number and bus driver morning and afternoon?

Not necessarily, generally the route numbers the students are assigned to are different morning and afternoon, this means you will probably have different bus drivers and possibly a different bus company in the morning and afternoon. It is very important that you take note of your child’s morning and afternoon route numbers in the event that you have to contact the bus company.

Can I drive my child to the bus stop?

We encourage you to walk with your children to the bus stop however, if you must drive please park away from the designated bus stop, do not block driveways or Double Park and please make sure you arrive in plenty of time, the bus driver cannot pull over to let your child on the bus if you are running late. Make sure you do not block the bus and remember, you must not pass the bus when the lights are flashing and the stop arm is extended, it’s the law!

I have an infant at home; can I have a closer bus stop?

No, your child’s transportation is governed by the same policies as other families who do not have infants at home. It is the responsibility of the parent/guardian to get your child to and from the bus stop in both the morning and afternoon.

I provide daycare in my home for children attending different schools; can I have a closer bus stop?

The distance to stop policy applies equally to parents and daycare providers, therefore you are required to use the designated stop for the area. It is the responsibility of the parent/guardian to get to and from the bus stop in both the morning and afternoon. As the designated guardian of the students for which you provide daycare services it is your responsibility to ensure their safe arrival and departure at the respective bus stop locations in the morning and afternoon.

Is it ok if I wait for my child across the street from their bus stop in the afternoon?

We encourage the person who is meeting the student at the bus stop to wait on the same side of the road where your child will be exiting the bus. The reason for this is to eliminate the risk of your child running across the street to meet you. You can then cross the street with your child after the bus driver has given the ‘all clear’ signal that it is safe to cross (all traffic is stopped).

If your child must cross the street, please reinforce with them that they must stay away from the danger zone, cross in front of the crossing gate and wait for the bus driver’s signal that it is safe to cross.

Frequently Asked Questions (FAQ)