Suspension of service
Service suspensions for a pattern of behavior generally are imposed for a specified length of time and only after a 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 the opportunity to present information relevant to the pending suspension. Conduct that may lead to suspension includes but is not limited to the following:
An individual with excessive No-Shows Late Cancellations will:
Suspension Notice - Appeals will be handled in accordance with the provisions of the Unified Service Plan and Policy for Complementary Paratransit Services under the Americans with Disabilities Act (ADA). If appealed, the sanction will be stayed pending the outcome of the appeals process. GRTA must continue to provide paratransit service, upon request, to the passenger until the appeal is resolved. However, if the passenger continues to accrue additional No-Shows or Late Cancellations during the appeal period, these may be considered in the determination of the proposed sanction; the passenger will be so notified. If the passenger does not appeal or waives their right to appeal, the following sanctions will be imposed:
Any combination of excessive Late Cancellations or No-Shows (3 or an amount greater than 10% of total trips taken) in any consecutive three-month quarterly period is defined as a ‘violation’ of this policy. Sanctions may be imposed as follows:
If more than two years elapse between any two stages of violations, the progression of sanctions and suspensions would revert to the first violation.
If a rider is a “Subscription Rider,” – subscription services will be cancelled immediately shall any suspension occur.
Service suspensions for a pattern of behavior generally are imposed for a specified length of time and only after a 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 the 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.
An individual with excessive No-Shows Late Cancellations will:
- Receive written notice of the violations citing the specific trips missed over the specific time period of occurrence and the proposed sanction.
- Within five working days (Monday – Friday, excluding holidays) of receipt of the notice, will be allowed to present information and arguments to the Manager of Paratransit Services or designee. Failure to exercise this right will not preclude the individual from filing an appeal regarding the sanction imposed.
- Receive written notice of the decision and, if applicable, the effective date and duration of any suspension.
- Have the ability to appeal the decision by filing an appeal within 60 days from the date of the
Suspension Notice - Appeals will be handled in accordance with the provisions of the Unified Service Plan and Policy for Complementary Paratransit Services under the Americans with Disabilities Act (ADA). If appealed, the sanction will be stayed pending the outcome of the appeals process. GRTA must continue to provide paratransit service, upon request, to the passenger until the appeal is resolved. However, if the passenger continues to accrue additional No-Shows or Late Cancellations during the appeal period, these may be considered in the determination of the proposed sanction; the passenger will be so notified. If the passenger does not appeal or waives their right to appeal, the following sanctions will be imposed:
Any combination of excessive Late Cancellations or No-Shows (3 or an amount greater than 10% of total trips taken) in any consecutive three-month quarterly period is defined as a ‘violation’ of this policy. Sanctions may be imposed as follows:
- First Offense – verbal warning provided to the rider; verbal discussion documented in file
- Second Offense – warning letter provided to the rider, reminder of no-show policy
- Third Offense – Suspension of services for a period of five (5) days starting from the date rider receives written notice of suspension
- Fourth Offense – suspension of services for a period of ten (10) days starting from the date rider receives written notice of suspension
- Fifth Offense – suspension of services for a period of twenty days (20) starting from the date rider receives written notice of suspension
- Sixth and Subsequent Offense – suspension of services for a period of thirty (30) days starting from the date rider receives written notice of suspension.
If more than two years elapse between any two stages of violations, the progression of sanctions and suspensions would revert to the first violation.
If a rider is a “Subscription Rider,” – subscription services will be cancelled immediately shall any suspension occur.