Rider and Driver Code of Conduct

This Code of Conduct establishes the policies and procedures necessary to ensure a safe, accessible, and efficient transit system for riders using Wheelchair Accessible Vehicles.

1. General Conduct

All riders must conduct themselves in a manner that promotes a safe, respectful, and efficient transit experience. This includes but is not limited to:

  • Treating all individuals with dignity, respect, and courtesy. Harassment, discrimination, or abusive language will not be tolerated.
  • Refraining from disruptive behavior, including excessive noise, disorderly conduct, or interfering with the operation of a vehicle.
  • Adhering to local, state, and federal laws while using transit services.

2. Safety and Security

To ensure the safety of all passengers, the following rules apply:

  • Possession of weapons, explosives, hazardous materials, or illegal substances is strictly prohibited.
  • Smoking, vaping, and open containers of alcohol are not allowed on any vehicle.
  • Riders must remain seated while the vehicle is in motion and use seatbelts.
  • Physical altercations, verbal threats, or other aggressive behavior will result in immediate removal from the service and potential suspension.

3. Accessibility and Assistance

  • Wheelchair Accessible Vehicles are intended to be used by those with a disability as defined by  ADA Title II. Riders who do not need special transportation assistance may be asked to utilize the accompanying rideshare service. 
  • Drivers will provide assistance with boarding and exiting vehicles, including securing mobility devices. However, drivers are not permitted to enter residences or provide personal care assistance.

4. Cleanliness and Maintenance

  • Riders must maintain personal hygiene to ensure a comfortable environment for all passengers.
  • Eating is prohibited on vehicles; beverages are permitted only in spill-proof containers.
  • Littering is not allowed. Riders must dispose of trash in designated receptacles.
  • Vandalism or intentional damage to transit property will result in suspension and potential legal action.

5. Fare and Identification

  • Riders must pay the correct fare upon boarding.
  • Riders may be required to show identification when requested.

6. Service Animals and Pets

  • Service animals trained to assist individuals with disabilities are allowed on transit vehicles.
  • Non-service animals must be contained in a secure carrier that fits on the rider’s lap.
  • Owners are responsible for the behavior of their animals and any damage they may cause.

7. Prohibited Behaviors

  • Loud conversations, playing music without headphones, and any disruptive behavior are not allowed.
  • Soliciting, panhandling, or distributing materials without prior approval is prohibited.

8. Compliance and Enforcement

  • Drivers, transit staff, and City personnel have the authority to enforce this Code of Conduct. Failure to comply may result in refusal of service.
  • Violations may lead to verbal warnings, temporary suspensions, or permanent bans, depending on severity.
  • Appeals for suspensions will follow the process outlined in Section 12.

9. Additional Provisions for Paratransit Services

  • Riders must follow scheduling procedures and provide advance notice for cancellations.
  • A personal care attendant (PCA) may accompany an eligible rider at no additional cost.
  • Excessive no-shows or last-minute cancellations may result in service suspension.

10. Personal Care Attendant Terms and Conditions

By scheduling, requesting, or accepting a Wheelchair Accessible Vehicle (WAV) trip under this program, the rider acknowledges and agrees to be bound by these Terms and Conditions.

The City and its transportation partners reserve the right to modify, suspend, cap, or terminate WAV services at any time due to safety concerns, budget constraints, operational capacity, or policy changes, without prior notice.

For any WAV trip occurring immediately following dialysis, surgical procedures, medical treatments, or the administration of anesthesia, sedation, or medications that may impair strength, balance, cognition, or awareness,a personal care attendant is required. Drivers are not permitted to provide medical, physical, or custodial assistance beyond standard curb-to-curb transportation.

Failure to comply with program policies, safety requirements, or reasonable driver instructions may result in suspension or permanent removal from participation in the WAV program.

11. Reporting and Feedback

  • Riders are encouraged to report incidents, safety concerns, or service issues through designated customer service channels.
  • Complaints will be reviewed promptly, and corrective actions will be taken as necessary.

12. Rider Eligibility and Suspension Notification Process

Rider Eligibility

  • Public transit services are available to all riders who begin and end service within official program service areas.
  • Riders must provide accurate information when registering for service. Any false or misleading information may result in service denial.

Service Suspension and Notification Process

  • Riders may face temporary or permanent suspension from services for:
    • Repeated violations of the Code of Conduct.
    • Engaging in violent, threatening, or fraudulent behavior.
    • Fare evasion or fraudulent use of discounted services.
    • Excessive no-shows or late cancellations.
  • Progressive Disciplinary Process:
    • First Violation: Verbal or written warning.
    • Second Violation: Temporary suspension (length determined by severity).
    • Severe or Repeated Violations: Permanent suspension from transit services.
  • Notification of Suspension:
    • Riders will receive a formal written notice outlining the reasons for suspension, effective dates, and any corrective actions required for reinstatement.
  • Appeals Process:
    • Riders may appeal a suspension within 14 days of receiving the notice.
    • Appeals must be submitted in writing or via an accessible format.
    • If the appeal is denied, the rider will receive a final written notice including the suspension duration and reinstatement conditions.