FL CTD - Rider Rights and Responsibilities
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CTD / Rider Information

Customer's Rights and Responsibilities

Picture of a disabled person boarding a bus

Safety

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

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

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

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.
 

Note - The information containing an asterisk (*) is determined by each Community Transportation Coordinator (CTC) and should be available in the Rider's Guide and/or local Transportation Disadvantaged Service Plan (TDSP).


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