Rider Policies

  1. When the vehicle arrives at the client’s home, this starts the client’s five-minute boarding time. The driver may attempt to get a response by using the horn where allowed. 

 

  1. If the client is not in the van within five minutes, the driver will mark the client as a no-show and move on to the next pick up.

 

  1. If a no-show occurs, all subsequent trips on the same day will be cancelled. 

Riders will have to call the office in order to be put back in the schedule for that day. Riders will have to wait until the next available van.

 

  1. OUTS will notify the agency on a daily basis of any no-shows. 

 

  1. OUTS understands clients may miss scheduled trips or be unable to cancel trips in a timely manner for reasons that are beyond their control. OUTS staff will ensure accuracy before recording them in a client’s account.

 

  1. Suspension of transportation will occur if a client shows a pattern or practice of missing scheduled trips. 

 

  1. If a client is riding under an OUTS program, the suspension process is as follows:

a. 1st occurrence = no action taken

b. 2nd occurrence = warning letter mailed to client’s residence

c. 3rd occurrence = service is suspended for 30 days

d. 4th occurrence = service terminated until next fiscal year

 

  1. To dispute a No-Show, the client will need to contact the office via phone, email, or website to a the no-show removal. Clients must contact the office within five (5) business days of receiving the suspension letter. 

A client’s transportation may be terminated by OUTS due to misconduct, disruptive, abusive, or inappropriate behavior towards other clients or driver. This behavior will not be tolerated. 

 

  1. North Carolina Law requires the driver and all clients to wear seatbelts and the shoulder harness attached to the vehicle when the vehicle is in motion.  

 

  1. No person will be permitted to board any vehicle unless:

 

  1. The person is a bona-fide fare paying client
  2. The person’s name appears on the driver’s manifest
  3. The person has been verbally added to a schedule by the dispatcher
  4. The person is an OUTS employee

 

  1. Five minutes is the maximum waiting time for any scheduled client.  Repeated delays will be reported to the supervisor for appropriate action.  

 

  1. Eating, drinking, and the use of tobacco products including electronic cigarettes are not permitted on the vehicle. 

 

  1. Use of profanity is not allowed.  Continual use of profanity may result in suspension of service. 

 

  1. Misbehavior on the van will not be tolerated.  Examples of misbehavior include but are not limited to a client not remaining seated and/or buckled when the van is in motion, yelling or talking loudly, and fighting on the vehicle. 

 

  1. Two (2) carry-on items (i.e., grocery bags, backpacks, etc.) are limited to availability of space and whether the client can safely control and handle them. Clients must secure items by holding them in their lap.

 

  1. Lack of personal hygiene is offensive to others.  Clients should be clean before boarding the vehicle. 

 

  1. No horseplay of any kind is allowed.  

 

  1. Possessions of alcohol and/or illegal drugs are not allowed.  Prior use of alcoholic beverages or illegal drugs before boarding the vehicle will result in denial of transportation. 

 

  1. Weapons (knives or firearms and other items that may be used as a weapon) WILL NOT be allowed on an OUTS vehicle. 

 

  1. No inappropriate display of affection or sexual activity with the driver or another client. 

 

  1. No release of human waste, including spitting, on the vehicle will be permitted.  This does not include instances of vomiting due to treatments, medication, illness, or disability. 

 

  1. Aside from the collection of fares, drivers will have no other financial dealing with clients.  This includes but is not limited to the borrowing or lending of money, the acceptance of monetary gifts or the acceptance of tips or other remuneration for services rendered.  

 

  1. Infraction of van rules and regulations could result in termination or suspension from riding the vehicle.  However, if it is decided that a client will be suspended for an offense, the following is the suspension policy for clients:

 

  1. First offense 3 days
  2. Second offense 5 days 
  3. Third offense 10 days 

 

After the third offense OUTS may suspend the offender for an indefinite period or terminate all transportation privileges. 

 

The driver will reserve the right to refuse transport to any client who appears to be intoxicated or under the influence of drugs.

Onslow United Transit System, Inc. requests that all clients conduct themselves with courtesy and consideration to the driver and other clients.  OUTS van rules are to be obeyed.  The driver will monitor on-vehicle behavior. OUTS reserves the right to refuse service based on violation of agency rules and regulations.   OUTS van rules are posted on all vehicles, and a copy is available upon request.  

OUTS is committed to being responsive to the client’s experience with transportation services and welcome feedback.  Any comments/complaints may be addressed by calling the Executive Director or Chief Operating Officer at 910-346-2998; submitting it online through OUTS website; or writing to the following address:

Onslow United Transit System, Inc.
Executive Director
PO Box 1548
Jacksonville, NC  28541

 

Comment and complaint procedures are as follows:

  1. The Executive Director will review the complaint and if needed obtain further details from the client within 24-48 hours.  

 

  1. Personnel interviews and data investigations will be conducted, if necessary, within 24-48 hours.   

 

  1. Corrective measures will be taken upon completion of investigation immediately.

 

  1. The client making the complaint will be notified within five (5) working days of the status of the complaint. 
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