HCT RIDER POLICIES

RIDER CODE OF CONDUCT

PURPOSE

Heritage Community Transportation (HCT) is committed to providing safe, reliable, and equitable transportation to all riders. These rules exist to protect the health, safety, and dignity of passengers and staff, ensure compliance with federal and state law, and maintain service reliability. All riders are expected to follow this Code of Conduct while using HCT vehicles, facilities, and services. This document is available on the HCI website and is referenced in all map & schedules.

OUR COMMITMENT

HCT operates in accordance with Title VI of the Civil Rights Act of 1964, the Americans with Disabilities Act, and all applicable federal and state laws. HCT does not discriminate on the basis of race, color, national origin, disability, age, sex, income level, or housing status or any other characteristic protected under applicable federal, state or local law.

RIDER RESPONSIBILTIES

Riders must:

  • Follow instructions from HCT drivers and staff
  • Pay the required fare prior to boarding
  • Treat drivers, staff, and fellow passengers with respect
  • Use HCT services only for their intended transportation purpose

PROHIBITED CONDUCT

HCT may deny service, request a rider to exit, or suspend service when conduct presents a significant risk to health, safety, or operations, including but not limited to:

 Safety and Security

  • Threatening, aggressive, violent, or intimidating language or behavior
  • Harassment, threats, or intimidation of others
  • Assault, harassment, threats, or intimidation
  • Interfering with the safe operation of the vehicle
  • Blocking aisles, exits, or accessibility features
  • Carrying weapons, explosives, flammable liquids, hazardous materials, fuel containers, or similar dangerous items
  • Standing in restricted areas or ahead of safety lines when prohibited
  • Children must use the provided safety restraints as age appropriate

Health and Sanitation

  • Visible bodily fluids (e.g., blood, feces, urine) creating a biohazard
  • Uncovered open wounds
  • Excessive strong body odor or noticeable personal care/hygiene issues
  • Pest infestation (e.g., bed bugs, lice, fleas)

Substance Use

  • Smoking, vaping, or use of tobacco products
  • Use or consumption of alcohol or illegal drugs
  • Appearing visibly intoxicated to the degree that safety is compromised

Disruptive Conduct

  • Excessive noise or behaviors that disrupts service or other riders
  • Repeated refusal to comply with driver instructions
  • Damage to vehicle equipment or other passenger property

Items and Belongings

  • Personal belongings must be kept under the rider’s control and on their lap or within the limits of their seats
  • Items may not block aisles, doors, or accessibility equipment
  • Strollers, walkers, and mobility devices must be secured by the rider
  • Heritage Community Initiatives is not responsible for any lost or stolen items

Animals

  • Service animals, as defined by the Americans with Disabilities Act (ADA) and other applicable laws, are permitted
  • Service animals must be under the handler’s control at all times
  • No other animals may be taken on vehicles

PROCEDURES FOR ADDRESING INFRACTIONS

Denial of Service & Removal Procedures

  • HCT follows a fair, and documented process:
    • Verbal Notice – The driver or staff will inform the rider of the issue and the required corrective action, when the situation permits
    • Opportunity to Comply – When feasible, the rider will be given a reasonable opportunity to correct the behavior
    • Denial or Removal – If the behavior continues or presents immediate risk, service may be denied or the rider may be asked to exit at a safe location
    • Documentation – Incidents resulting in denial or suspension are documented to ensure consistency and fairness
    • HCT reserves the right to take immediate action to deny service or remove a rider depending on the severity of the circumstances.

Suspension and Appeals

  • Riders may be temporarily suspended from service for serious or repeated violations
  • Suspensions are determined by operator and supervisor
  • Suspension decisions are based on conduct and observations
  • Riders may appeal suspensions by submitting a written request to HCT within the stated appeal period – 15 days from the decision
  • Appeals will be reviewed by designated HCT staff not involved in the original incident
  • Please review the Title VI and ADA complaint policy for further details on our complaint and appeal processes

TITLE VI AND ADA ANTI-DISCRIMINATION POLICY AND COMPLAINT PROCESS

PURPOSE

Heritage Community Transportation (“HCT”) operates in accordance with ADA and Title VI of the Civil Rights Act of 1964, and does not discriminate on the basis of race, color, national origin, limited English proficiency, age, sex, income level, or any other characteristic protected under applicable federal, state, or local law. Through this policy, HCT provides a fair and accessible process for resolving complaints or concerns related to service, conduct, or discrimination.

OUR COMMITMENT

HCT will take all steps to ensure that no person shall, on the grounds of race, color, or national origin, be excluded from participation in, or be denied the benefits of, or be subjected to discrimination under any program or activity of HCT.

WHO CAN FILE A COMPLAINT

Any person who believes that they have, individually, or as a member of any specific class of persons, been subjected to discrimination on the basis of race, color, or national origin, in connection with the services offered by HCT may file a complaint with HCT. A complaint must be filed within 30 days after the date of the alleged discrimination.

A complaint may be filed by:

  • A passenger
  • A representative of a passenger
  • An HCT operator
  • Any member of the community impacted by HCT services

ISSUES COVERED

This policy applies to complaints such as:

  • Denial of service
  • Removal or suspension
  • Operator conduct
  • Safety or enforcement concerns
  • Alleged discrimination under Title VI or ADA
  • Repeated rider misconduct

HOW TO FILE A COMPLAINT

Complaints must be filed within 30 days of the incident. A Complaint must include, at a minimum, the name, address, and phone number of the person filing the complaint, the name or description of the person the complaint is against, the basis of the complaint, and the date of the alleged discrimination.

Complaints may be submitted to the Title VI/ADA Coordinator:

  • By email: ride@heritageserves.org
  • By phone: 412-351-2200
  • In writing:
    • Heritage Community Transportation
      820 Braddock Avenue
      Braddock, PA 15104

INVESTIGATION PROCESS

1. Acknowledgment
HCT will send an acknowledgement of the Complaint to the Complainant within 5 business days.

2. Review
A prompt and impartial investigation into the allegations in the Complaint will be conducted including, a review of reports, witness statements, and relevant documents.

3. Determination
If a violation is found, appropriate corrective action will be taken to address the discrimination and prevent recurrence.  HCT will issue a written response to the Complainant within 30 business days, when feasible. The response will include what, if any, action was taken in response to the Complaint.

APPEALS PROCESS

  • The complainant may appeal the decision within 15 days of the decision
  • Appeals must be submitted in the same manner as set forth in the Complaint procedure
  • Appeals are reviewed by leadership level staff not involved in the original decision
  • The Complainant will be notified in writing of the decision

NON-RETALIATION

HCT strictly prohibits retaliation against any person who files a complaint or participates in an investigation.

RECORD KEEPING AND REPORTING

HCT will maintain Title VI and ADA complaint records and submit reports to its federal or state funding agency as required.