The Central Pennsylvania Transportation Authority is authorized by federal and state regulation to establish an administrative process to suspend, for a reasonable period of time, the paratransit/shared ride service of customers who establish a pattern or practice of missing scheduled trips, except where the trips are missed for reasons that are not under their control. This Policy implements the administration of "no shows."
CPTA will record each customer “no-show” or “late cancellation” as a missed trip. Customers whose missed trips are excessive, as defined by this Policy, may be suspended for a reasonable period of time. This policy applies to both advance reservation and subscription trips. A "no-show" that occurs due to a rabbittransit error does not count against the transit customer.
· A "no-show" occurs when the vehicle arrives at the pick-up location within the pick-up window, waits the required 5 minutes and the customer does not board the vehicle.
· A late cancellation occurs when a customer cancels a trip less than one hour before the scheduled pick up window.
CANCELLING A TRIP
Customers are responsible for cancelling any trips they no longer need. To cancel a trip, customers must call either 717-846-7433 or cancel through the IVR system the night prior to their trip.
If a customer “no shows” their first trip of the day, subsequent trips will be automatically cancelled. It is the responsibility of the customer to call in to rabbittransit to alert us if they will need their return trip that was cancelled. The trip will be reentered into the system with a note explaining trip is associated with another cancelled trip and is not a same day trip.
EXCESSIVE MISSED TRIPS
No-Showed trips are considered excessive and will be considered a “pattern or practice” of missed trips when a customer meets the following three criterion:
• Customer has reserved 7 or more trips within any month
• Customer “no shows” or late cancels 3 trips within any month
• The “no showed” trips make up 20 percent or more of the scheduled trips within the month
The customer will be sent written notification that he/she has violated the Paratransit/Shared Ride No Show and Suspension / Termination Policy and is subject to suspension.
NO SHOW POLICY SUSPENSIONS
Customers incurring excessive missed trips, as defined in this Policy, are subject to suspension for a reasonable period of time. Repeated violations of this Policy will cause the length of the suspensions to be increased. The following suspension periods shall apply to violations of this Policy that occur within the same rolling 12-month period.
1st Violation: The customer receives a warning letter.
2nd Violation: The customer receives a one week suspension. Customer will not be eligible for subscription (standing order) service for six months.
3rd Violation: The customer receives a 14 day suspension
4th Violation: The customer receives a 21-Day suspension
In addition, subscription service will be cancelled for any customer who is suspended under this Policy. Any suspended subscription service customer must reapply if he/she wishes to be considered for a new subscription. The application will not be considered until 6 months after the end of the suspension period.
Non-No Show Service Suspension/Termination
rabbittransit has the right to suspend or terminate service to a client when the following occurs:
The client no longer needs service.
The client misuses the service.
The client displays uncooperative behavior.
Actions leading to suspension and/or termination of service include, but are not limited to the following:
Any action that impedes on safe vehicle operation
Use of obscene language
Uncooperative, offensive, or immoral behavior
Smoking on the vehicles
Eating or drinking on vehicles
Willful damage to rabbittransit property
Willful injury or assault to another passenger, employee or volunteers
Willful damage to the property of any rabbittransit representative
Reoccurring or unresolved hygiene or incontinence issues
Issues related to health and safety of others
Any unlawful actions
Any transfer of transit script or tickets
NOTICE OF SUSPENSION
CPTA will send a notice of suspension to customers in violation of this Policy. The notice will identify each late cancellation and/or "no-show" that customers made. All suspensions will go into effect ten (10) calendar days from the date of the letter notifying the client of service suspension. The notice will also advise customers of the dates when the suspension begins and ends, as well as the date customers can begin to use paratransit service again.
Anytime rabbittransit must suspend or terminate a customer’s service or they make an ADA eligibility, decision the customer has the right to appeal rabbittransit’s decision.
For suspension or termination purposes, upon receiving rabbittransit’s letter notifying them that their service will be suspended or terminated, the customer must complete a Service Suspension/Termination Appeal Form and return the form(s) along with why they believe that the violations were charged in error and/or should be excused, including any supporting documentation. These documents must be postmarked within 4 calendar days of the date the suspension was scheduled to begin. If a Service Suspension/Termination Appeal Form cannot be completed within the appropriate timeframe, the customer must call the rabbittransit Call Center at 717-846-RIDE (7433) or 1-800-632-9063 and a rabbittransit staff member will complete this form over the telephone. The appeal should be sent to the Executive Director of rabbittransit at 415 Zarfoss Drive, York, PA 17404.
Upon receipt of the Service Suspension/Termination Appeal Form, rabbittransit, will respond to the customer’s appeal within 10 business days. All appeals will be reviewed by the Service Suspension/Termination Review Committee. The customer must continue to receive service while the suspension is under appeal, with the exception of issues of safety. If service is suspended for a MATP customer, the customer must have service available for an additional two weeks, so that alternate service can be arranged.
For ADA certification purposes, if your application for paratransit services for ADA is denied (or you are denied recertification), you may file an appeal on the form that was mailed to you. (You must submit the appeal form within 60 days of receiving the decision. The ADA requires that the appeal process include an opportunity to be heard and to present information and arguments. The decision on the appeal must be made by someone uninvolved with the initial decision to deny eligibility. Written notification of the result must be provided, with reason(s) stated. If the transit agency has not made a decision within thirty days of the completion of the appeal process, paratransit service must be provided until and unless a decision to deny the appeal is issued.
If you wish to file an appeal, and you need assistance, you can call rabbittransit at 717-846-7433 or toll free at 1-800-632-9063 and we will assist you.