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:
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 rider's conduct
- inflicts serious harm on another rider, GRTA employee, provider employee, or others
- results in serious damage to GRTA property or contracted provider property
- creates an immediate actual risk to safety or
- constitutes an illegal activity
Suspension of service:
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 an opportunity to present information relevant to the pending suspension.
Conduct that may lead to suspension includes but is not limited to the following:
- Disruption of Service
- Non Payment of Fare
GRTA does not count as no-shows or late cancellations, any missed trips due to transit agency error, such as:
- Trips placed on the schedule in error.
- Pickups scheduled at the wrong pickup location.
- Drivers arriving and departing before the pickup window begins.
- Drivers arriving late (after the end of the pickup window).
- Drivers arriving within the pickup window, but departing without waiting the required five (5) minutes.
GRTA does not count as no-shows, or late cancellations, situations beyond a rider’s control that prevent the rider from notifying us that the trip cannot be taken, such as:
- Medical Emergency
- Family Emergency
- Sudden illness or change in condition
- Appointments that run unexpectedly late or are cancelled at the last minute