REFUSAL OR SUSPENSION OF SERVICE
GRTA is committed to providing safe and reliable service to all customers while putting GRTA's resources to best use. The paratransit service does not discriminate on any basis in providing its services to eligible customers. Under ADA regulations, however, GRTA may refuse or suspend service to individuals who engage in violent, seriously disruptive or illegal conduct.
Below is a summary of the conduct that may result in a service refusal or suspension.
Refusal of service
Operators may refuse service to an individual on a specific occasion at the point of service if the individual's conduct poses an immediate actual or potential risk to the safety of the customer, the operator or others.
Immediate suspension of service
Immediate suspension of service may occur when a customer's conduct
- inflicts serious harm on a customer, GRTA or provider employee, or others,
- results in serious damage to GRTA or contracted provider property,
- creates an immediate actual risk to safety or
- constitutes an illegal activity
Service suspensions for a pattern of behavior generally are imposed for a specified length of time, and only after the customer has been previously warned. The suspension will begin on a specific date after the customer has been informed in writing of the pending suspension and the basis for it and has had an opportunity to present information relevant to the pending suspension.
Conduct that may lead to suspension includes but is not limited to the following:
- No-Show. A demonstrated pattern of no-shows (late cancellations of unneeded rides, not present or ready to board when the vehicle arrives) is seriously disruptive to paratransit service. Within a 30-day period, three or more no-shows, OR no-shows which are 10 percent of completed trips (whichever is greater), will be cause for service suspension. Only no-shows and late cancellations that are within the customer’s control will be counted toward the policy. Cancellations made less than 1 hour in advance of the pick-up time, a cancellation at the door, or not being present or ready to leave within five minutes after the vehicle operator comes to the door are all considered no-show. If a customer is a no-show on a ride starting from their home, they must call dispatch to cancel any other scheduled rides no longer needed that day to avoid receiving additional no-shows.
- Disruption of Service. A demonstrated pattern of behavior that disrupts service will result in a suspension of service. Disruptive behavior includes, but is not limited to failure to remain seated while a paratransit vehicle is in motion, or refusing to board or disembark the vehicle in a timely manner.
- Non Payment of Fare. Failure to present the required fare when boarding a vehicle is in violation of GRTA's fare policy. A demonstrated pattern of fare nonpayment is considered grounds for service suspension.