| Safety |
| Customers have the right to: |
Customers are responsible for: |
- trips in air-conditioned and heated vehicles;
- safe, clean, properly equipped, and smoke-free vehicles;
- properly fastened seatbelts and/or mobility device tie downs;
- vehicle transfer points that are sheltered, secure and safe;
- a properly identified driver;
- adequate seating, to include ample space for service animals;
- assistance in maneuvering mobility devices up and down no more than one step; and
- Prompt attention to a medical emergency during transportation.
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- being ready and waiting for vehicle in a safe location five minutes before scheduled pick up
- keeping seat belts and mobility device tie downs secure until vehicle stops;
- remaining seated until vehicle comes to a complete stop;
- refraining from eating or smoking on the vehicle
- keeping wheelchairs or other mobility aids in good condition;
- not tampering with or operating vehicle equipment;
- addressing car-seat issues when requesting travel;
- making staff aware of customer's physical and/or mental conditions prior to transport; and
- adhering to policy for violent and/or disruptive behavior.
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| Courtesy |
| Customers have the right to: |
Customers are responsible for: |
- professional, courteous, and properly trained drivers;
- assistance while getting in and out of vehicle, if disability is registered, and
- travel that is curb to curb.
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- informing staff of all pertinent information regarding trip;
- calling in trip cancellations at least one hour in advance of pick up
- presenting the correct $2.50 fare at time of pick up;
- loading and unloading all personal items, and
- ensuring personal hygiene.
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| Complaints |
| Customers have the right to: |
Customers are responsible for: |
- file complaints without fear of retaliation;
- prompt investigations and effective resolutions; and
- current and complete program information.
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- filing complaints in a timely manner (within 24 hours of event), and
- providing staff with pertinent information.
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| Service |
| Customers have the right to: |
Customers are responsible for: |
- pick-ups between five minutes before and thirty minutes after scheduled time
- expect driver to wait five minutes
- 24 hour accessibility to the rider assistance staff; and4. be delivered to an appointment on time.
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- scheduling trip requests in advance daily deadline; and
- scheduling requests for all programs 24 hours in advance, and
- advising the reservationist of appointment times; correct addresses, etc.and
- accepting a shared-ride service; and
- providing own wheelchair, ramps and/or care attendant.
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StarMetro Customer Rights and Privileges