Safety

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Customers have the right to:

1. Trips in air-conditioned and heated vehicles;
2. Safe, clean, properly equipped, and smoke-free vehicles;
3. Properly fastened seatbelts and/or mobility device tie downs;
4. Vehicle transfer points that are sheltered, secure and safe;
5. A properly identified driver;
6. Adequate seating, to include ample space for service animals;
7. Assistance in maneuvering mobility devices up and down at a minimum one step; and
8. Community Transportation Coordinator (CTC) policy on medical emergency during transport.

Customers are responsible for:

1. Being ready and waiting for vehicle in a safe location for   *   minutes;
2. Keeping seat belts and mobility device tie downs secure until vehicle stops;
3. Remaining seated until vehicle comes to a complete stop;
4. Reporting any safety hazards;
5. Keeping wheelchairs or other mobility aids in good condition;
6. Not tampering with or operate vehicle equipment;
7. Addressing car-seat provision with the CTC;
8. Making CTC aware of customer's physical and/or mental conditions prior to transport; and
9. Adhering to policy for violent and/or disruptive behavior.

Courtesy

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Customers have the right to:

1. Professional, courteous, and properly trained drivers;
2. Assistance while getting in and out of vehicle and to the seat; and
3. Assistance with up to   *   packages;

Customers are responsible for:

1. Calling in trip cancellations within   *  ;
2. Informing CTC of all pertinent information regarding trip;
3. Presenting the correct fare;
4. Being ready at time of pick-up; and
5. Ensuring personal hygiene.

Complaints

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Customers have the right to:

1. File complaints without fear of retaliation;
2. Prompt investigations and effective resolutions; and
3. Current and complete program information.

Customers are responsible for:

1. Filing complaints in a timely manner (state local time frame), and
2. Providing CTC with pertinent information.

Service

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Customers have the right to:

1. Pick-ups between   *   minutes before and   *   minutes after;
2. Expect driver to wait   *   minutes, but no longer than   *   minutes;
3. Toll-free accessibility to the CTC;
4. Be delivered to an appointment on time;
5. The CTC's policy on standing orders; and
6. The CTC's policy on no-shows.

Customers are responsible for:

1. Advising the reservationist of appointment times;
2. Accepting a shared-ride service;
3. Scheduling trip requests   *   days in advance; and
4. Providing own wheelchair and/or escort.