Rider's Guide - RTC Regional Transportation Commission

Effective May 2011Rider’s GuideRTC ACCESS is the ADA TransportationService for the Reno/Sparks AreaEffective June, 2011

RTC ACCESS TicketsRTC ACCESS tickets are used to payRTC ACCESS fares and sold in books of 10.Will-Call service requires double fare. Tickets maybe purchased at over 25 outlets, listed in theenclosed RTC ACCESS Ticket Outlets brochure, bymail or from rtcwashoe.com. Anyone may purchaseRTC ACCESS tickets. To ride you must have a validRTC ACCESS ID. Drivers do not sell tickets oraccept cash or tips.Paid by ticket only (Effective August 30, 2009)ADA1 ticket $3.00ADA2 tickets $6.00ADA1 ticket $3.00Non-ADA area fare:Non-ADA Will-Call fare:Children Under Age 6:Fare Free Zone2 tickets $6.004 tickets $12.0010 tickets $30.00FREERTC does not charge a fare for the RTC SIERRASPIRIT bus service in downtown Reno. Therefore,under ADA regulations, RTC ACCESS trips thatbegin and end within 3/4 mile of the RTC SIERRASPIRIT route are fare free. RTC ACCESSreservations will inform riders whether their tripsare fare free at the time the rides are scheduled.

WELCOME ABOARD RTC ACCESSThis booklet will introduce you to RTC ACCESStransportation and provide the basic informationyou need for an enjoyable ride.RTC ACCESS provides transportation for peoplewhose disabilities prevent them from using the RTCRIDE transit system independently some or all of thetime. RTC ACCESS is door-to-door, prescheduledtransportation which operates in the Reno/Sparksarea 24 hours a day, every day.Please note: if you use a wheelchair, scooter orother mobility device that is larger than 48” longx 30” wide and/or weighs more than 600 poundswhen occupied, RTC ACCESS may not be ableto transport you in that mobility device.RTC ACCESS is a service of the RegionalTransportation Commission (RTC) and has beenoperating since 1988. Our goal is to offer you safe,convenient, and reliable transportation.If you have questions after reading this booklet,please phone RTC ACCESS Customer Service at348-0477. The area code for all numbers is 775.For Hearing or Speech Assistance, contact RelayNevada at 1-800-326-6868 (TTY, VCO9 or HCO).

RTC ACCESS Service AreaFront inside coverRTC ACCESS One-Way Fares 1SECTION 1: Qualifying and Eligibility for RTC ACCESSCriteria for Qualifying 5RTC ACCESS CertificationEligibility Evaluation 6Eligibility of Visitors 7SECTION 2: Using the RTC ACCESS SystemStandards of Service 8Service Area 9Schedule Your Trip 10Taking Your RTC ACCESS Trip 13Subscription Service 14Shopper Routes 15Will-Call Rides 19Canceling or Rescheduling Your Trip 19Taxi Service 20Companions, Attendants and Children 21Service Animals and Pets 21Lost and Found 22Using RTC RIDE Buses 22RTC ACCESS Rider Responsibilities 22SECTION 3: RTC ACCESS Policies and ProceduresPolicies and Procedures 24No-Shows Policy 24Cancellations 25Rider Suspension 26Disciplinary Procedure 28Appeal of Service Suspension 31Your Comments are Welcome 32

QUALIFYING AND ELIGIBILITYCriteria for QualifyingAll applicants for RTC ACCESS eligibility mustmeet the federal requirements for Americans withDisabilities Act (ADA) paratransit eligibility. Eligibleindividuals must have one or more of the following:• Disabilities which prevent them fromindependently getting to/from a bus stop orthrough major transfer points.• Disabilities which prevent them from independentlyboarding, riding, and exiting a RTC RIDE bus.• Disabilities which prevent them fromindependently recognizing the correct busstops and key landmarks.

Eligibility EvaluationAll new and renewing applicants for eligibilityare to complete an application, have in-personevaluations and may be required to provide amedical professional’s verification of disability.The eligibility evaluations may include afunctional assessment for physical abilities orcognitive abilities as related to using the RTC RIDEtransit system independently.Eligibility is for up to 3 years and may beunconditional or limited to certain conditionssuch as when carrying packages. Conditionaleligibility includes “feeder service” or paratransitto connect to RTC RIDE transit buses. Feederservice rides are free and can be requested byall clients.If your eligibility is approved, your RTC ACCESSID will be mailed to you. This card must be shownto the driver each time you ride. Allow up to 21 daysfrom your evaluation for the eligibility process.If your eligibility is limited or denied, you may appealthe decision.If you are approved to ride RTC ACCESS, it isyour responsibility to notify both RTC ACCESSreservations and customer service of address orother changes in personal information.

Applications for RTC ACCESS ADA ParatransitEligibility are available from:RTC ACCESS Customer ServiceRegional Transportation Commission600 Sutro StreetReno, NV 89512Phone: 348-0477You may also print the application from the RTCACCESS website at rtcwashoe.com.The application packet includes a description ofthe eligibility application process and an Applicationfor RTC ACCESS ADA Paratransit Eligibility.Eligibility of Visitors to theReno/Sparks AreaVisitors who are ADA paratransit eligible in otherparatransit systems will be considered eligiblefor up to 21 days of riding RTC ACCESS in a year.After that time, riders must have a RTC ACCESSID. For more information, call Customer Service at348-0477.

USING THE RTC ACCESS SYSTEMStandards of Service• Door-to-door service.• Clean, well-maintained vehicles.• Safe, courteous, and punctual transportation.• Well-trained professional drivers.• Drivers will assist you between the RTC ACCESSvan or the taxi and the outside door of your triporigin or destination. (Drivers are not allowed pastthe threshold of a residence or beyond the lobby.)• Drivers will help carry as many packagesbetween the vehicle and your door as they cansafely take in 2 trips while escorting you.No furniture or bulk items will be transported.• Prompt, thoughtful responses to your questionsand concerns.

Service AreaRTC ACCESS serves a 250 square mile area thatincludes the Reno-Sparks area of Washoe County(light gray on service area map, on front insidecover). Within that is an area of approximately 100square miles known as the ADA service area thatis within ¾ mile of the RTC RIDE bus routes (whitearea on map, on front inside cover).Under the federal ADA paratransit regulations,RTC ACCESS is required to serve all ride requestsfor trips that begin and end within the ADA servicearea and are received 1 to 3 days in advance. Inorder to comply with this federal requirement,the 250 square mile service area has beendivided into ADA and non-ADA zones. Trips inthe ADA (white) zone have priority; trips in thenon-ADA zone are more difficult to obtain andare charged double fare. Trips outside the ADAzone cost twice as much to provide, therefore,the fare is higher.RTC ACCESS is mostly funded by the WashoeCounty sales tax and, due to funding shortages,service to the non-ADA zone has beensignificantly reduced.The RTC regrets having to do this, but all othermeasures tried over the years have not beenenough. If you have questions, call the RTCParatransit Administrator at 335-1906.

Schedule Your TripCall 348-5438 to schedule your trip. Any numberof trips may be requested from 1 to 3 days inadvance. Trips are only scheduled through348-5438 reservations. Drivers cannot reserve,cancel or modify trips for you. If you have a medicalemergency call 911. Do not call RTC ACCESS.Reservation Hours:• Monday-Friday: 6:00 AM to 6:00 PM• Weekends and Holidays: 9:00 AM to 6:00 PMScheduling Tips:• Please be flexible (We may be able to take youearlier or later than the time you first request.)• Allow enough time (The driver will probablypick-up/drop off other passengers.)• Always give your appointment time.• Your ride may be equal to the time the tripwould take on a RTC RIDE bus plus 20 minutes.Trips to, from, or within outlying areas maybe longer.• If you call early to schedule and no trip isavailable, call again. (You may be able toschedule 1 or 2 days prior to your trip sincespace often becomes available.)

• To be at a destination at a specific time,schedule your arrival for at least 15 to 30 minutesbefore your appointment.• RTC ACCESS has designated pick-uplocations at large facilities and shopping malls.Always confirm these numbered locations withthe reservationist.• Traffic, road construction, and bad weatherwill increase travel time.• Book your return trip at the same time you bookyour trip out.• Schedule return trips with extra time for possibledelays.• Have the reservationist repeat the informationto you.• Always get your trip confirmation number(s).There will be one for each time you boardthe vehicle.• Ask whether a van or a Reno-Sparks Cabwill pick you up.• Combine errands in order to take the fewesttrips and make the best use of your timeand money.• Reserve only trips you intend to take as there isa penalty for “no-shows”.

• Call the Cancel Line 348-0444 at least onehour in advance if you won’t be taking yourreserved trip. The earlier you call, the better.Have the following ready when you call:• Your name, your RTC ACCESS ID number andthe number of people traveling.• The day and date you wish to travel.• The time of your trip including arrival time; IFYOU ARE GOING TO AN APPOINTMENT GIVETHE APPOINTMENT TIME.• The pick-up street address, apartment numberand city.• The address of your destination.• Your phone number.• Tell us about any special needs. (Are youvisually impaired, use a walker, wheelchair orservice animal.)Interactive Voice Response (IVR) SystemYou may receive an automated call from RTCACCESS one day before your trip to confirm pickuptimes. The automated operator (IVR) will give youthe option to cancel your trip by using your touchkeypad,or leave a message on the cancel line, orspeak to a live agent to assist you.

Taking Your RTC ACCESS Trip• RTC ACCESS has a 30 minute pick-up window.For example, if your pick-up time is 10:00 a.m.,RTC ACCESS will pick you up between 9:45 a.m.and 10:15 a.m. RTC ACCESS is on time if theyarrive within that window. Please be ready.• Drivers can only wait 5 minutes.• Look for the RTC ACCESS or Reno-Sparks Cabdriver. (RTC ACCESS drivers all carry RTCACCESS photo ID cards, wear shirts with theRTC ACCESS logo, blue slacks and jackets.RTC ACCESS vehicles are teal, blue and whitewith the RTC ACCESS logo.)If Reno-Sparks Cab picks you up, let the driverknow immediately that it is a RTC ACCESS trip.• If RTC ACCESS arrives before the “pick-upwindow” you can either travel or tell the operatorto return at the scheduled time.• For pick-ups at large buildings, wait at theentrance that you and the RTC ACCESSreservationist have agreed upon. If you go to adifferent entrance, the driver may not find you.

RTC ACCESS Special ServicesSubscription ServiceSubscription service (a “standing ride”) is providedon a regular basis to or from the same location atthe same time, one or more times a week. Onereservation covers all rides. Subscription servicehas limited availability and is only for trips that beginand end within the ADA area.Subscription service does not operate on majorholidays. If you have a subscription ride that fallson a holiday and you wish to travel, schedule itseparately with RTC ACCESS reservations.No subscription service on these holidays:• New Year’s Day• Martin Luther King Jr. Day• Presidents’ Day• Memorial Day• Independence Day• Labor Day• Nevada Day• Veterans Day• Thanksgiving Day• Family Day• Christmas Day

Subscription riders may cancel pick-ups for up to2 weeks due to vacations or other reasons. Be sureto tell the reservationist the date you want to restartsubscription service.Shopper RoutesShopper routes operate Monday through Fridayfrom 8:45 a.m. to 3:00 p.m. in specific geographicareas where there is a high demand. Shopperroutes provide same day service to popularlocations within those areas. Shopper routeboundaries and days of service may change asdemand in specific areas change. There are4 shopper routes:• Route 650 covers northeast RenoMcCarran BlvdMcCarran Blvd395Boundaries ofShopper Route 65014th St445Sullivan LnPyramid Blvd395Oddie BlvdN Rock BlvdTrident WayPrater Way

N McCarran Blvd651651Sutro StBoundaries ofShopper Route 660395Oddie BlvdSullivan LnN Wells Ave39580N Virginia StS Kietzke LnKuenzli St• Route 660 covers northwest Reno. It also servesthe Mae Anne Avenue and McCarran Blvd.corridor on Tuesdays and Thursdays.

Wells AveLiberty/RylandMill StSkylineArlington AveMoana LnPeckham Ln395Terminal WayGentry WayRedfield ParkwayBaker LnSouth McCarran BlvdKietzke LnNeil RdBoundaries ofShopper Route 670395Sierra Center ParkwaySouth Virginia Street CorridorDamonte Ranch Parkway• Route 670 covers southwest Reno

Military RdMoya BlvdLemmon Dr395W 7th AveBoundaries ofShopper Route 680N Virginia St395Sun Valley DrPyramid HwyEl Rancho DrSparks BlvdN McCarran Blvd651Oddie Blvd445• Route 680 covers the North ValleysFor more information, call RTC ACCESSreservations at 348-5438.Feeder ServiceFree “feeder service” is available to all RTCACCESS clients. RTC ACCESS will transportbetween your trip origin or destination and an RTCRIDE bus stop. You pay $0.50 on RTC RIDE andnothing on RTC ACCESS. Request feeder servicerides when you schedule your trips.

Will-Call Rides — Medical Return Trips OnlyRTC ACCESS offers pre-scheduled Will-Callreturn rides from medical trips to home for twicethe regular fare, payable by using 2 RTCACCESS tickets (inside the ADA area). Theserides are for people who don’t know when they willbe ready after medical appointments and wish tocall after the appointment for pick-up. Will-Callrides to or from the non-ADA area will be charged4 tickets. Will-Call rides are scheduled at thetime the rides are reserved. RTC ACCESSreservationists will ask whether you want toschedule a regular return trip or a Will-Call pick-up.If you select a Will-Call ride, RTC ACCESS willpick you up within 1 hour of being notified you areready. If they are later than 1 hour, you will only becharged the usual fare.Canceling or Rescheduling Your TripCancellations must be made earlier than one hourbefore your pick-up on the day of your trip. Tocancel, call the Cancel Line (348-0444). If youneed to cancel more than 1 trip, be sure to saywhich trips you are canceling and give the trip IDnumbers. If you have scheduled more than 1trip in a day and miss any of those trips withoutcanceling, RTC ACCESS will consider you to be a“no-show”. Passengers who consistently no-showor repeatedly cancel on short notice may facesuspension of service.

You will not be responsible for no-shows due tocircumstances beyond your control such as medicalemergencies or a RTC ACCESS error.Reminder: you are responsible for canceling allRTC ACCESS rides.Taxi ServiceReno-Sparks Cab provides all rides for RTCACCESS customers between 8:00 p.m. and 6:00a.m., plus some daytime rides. RTC ACCESS taxirides operate the same as the van service and mustbe scheduled through RTC ACCESS reservations.Always get your trip ID numbers.Have your RTC ACCESS ID on hand if you call tocheck on a ride. Show your RTC ACCESS ID cardto the taxi driver when you get into the taxi. Give thedriver either 1 or 2 RTC ACCESS ticket(s) per riderat that time. Do not tip the taxi driver.Cancellations for RTC ACCESS taxi service arenormally made through RTC ACCESS. However,if it is after 6 p.m. on the day of your ride, cancelwith Reno-SparksCab at 333-3333.Taxi trips canceledless than 1 hourin advance willbe considered ano-show.

Companions, Attendants and ChildrenAttendants are designated personal care assistants(pca) needed by some riders. Only responsibleparties may be attendants. Attendants ride RTCACCESS free when accompanying riders who have“Attendant Authorized” on their RTC ACCESS IDcards. It is your responsibility to arrange for anattendant to help you.Companions — friends, family or significantothers — of any age may ride RTC ACCESS withyou. If there is more than one companion, theymay ride on a space-available basis. Children andcompanions over 5 years old pay the same fare asthe eligible rider. Children must be accompanied byan adult while on RTC ACCESS. Children weighing60 pounds or less must travel in an approved childsafety seat supplied by the attending adult. Childrenmay not ride on a passenger’s lap. The attendingadult is responsible for securing the child safetyseat and taking both the child and the seat on andoff the van.Service Animals and PetsAll animals must be fully under the handler’s controlat all times.Service animals are welcome on RTC ACCESS atall times.Pets must be in a suitable pet carrier and travelingwith their owners.

Lost and FoundLost and Found may be reached at 348-5438.Please tell us your name, what was lost, a completedescription of the item, the date and time you rode,and where your trip began and ended.Using RTC RIDE BusesYour photo RTC ACCESS ID allows you toride RTC RIDE transit buses for 50¢. Show theRTC RIDE coach operator your photo RTCACCESS ID when you board. Attendants ride freeon RTC RIDE when accompanying someone with“Attendant Authorized” on his/her RTC ACCESS ID.RTC ACCESS Rider ResponsibilitiesAs a rider, it is your responsibility to follow RTCACCESS rules and policies so everyone has thesafest and most comfortable ride possible. Wereserve the right to deny service when riders donot comply with their responsibilities.Important Policies to Remember:• All passengers are expected to behave safely andcourteously on RTC ACCESS.• RTC ACCESS will not transport riders under theinfluence of alcohol/illegal drugs.• No smoking, eating, or drinking is allowed onRTC ACCESS vehicles.

• Seat belts must be worn at all times.• Playing radios or noise generating equipmenton RTC ACCESS vans is prohibited.• Cooperate with RTC ACCESS drivers andfollow their instructions.• Show the driver your valid RTC ACCESS IDCard each time you board.• Give the driver your ticket(s) each time you board.• Contact RTC ACCESS Customer Service for arenewal application at least 2 months before youreligibility expires.• RTC ACCESS is a shared ride service like a busso allow extra travel time.• Trips are provided on a first-come, first-servedbasis and are not prioritized by purpose.• RTC ACCESS cannot make trip changes onthe day of travel.• RTC ACCESS drivers are paid employees andare not permitted to accept tips.• Standees are permitted on the lift; just tell theoperator you need to ride the lift.• RTC ACCESS will transport individuals withrespirators or portable oxygen supplies consistentwith applicable U.S. Department of Transportationrules.

• Wheelchairs, scooters, and other equipmentmust be secured in vans.• Mobility aids must be in good condition.• RTC ACCESS may not be able to transport awheelchair, scooter or other mobility devicelarger than 48” long x 30” wide or weighingmore than 600 pounds when occupied.SECTION 3RTC ACCESS POLICIES ANDPROCEDURESThe Regional Transportation Commission has madea commitment to provide high quality, specializedpublic transportation for people with disabilities.In order to serve as many people as possible, itis important that the rides reserved are the ridestaken. A ride not used is either a cancellation or ano-show. When rides are canceled a day or morein advance they can be used by other people, whilethose rides canceled on shorter notice are wasted.No-ShowsWhen a rider is not ready, not present, or choosesnot to go within the 30-minute pick-up window, it isconsidered a no-show. Rides canceled less than 1hour before their scheduled pick-up times are alsoconsidered to be no-shows.

RTC ACCESS service may be suspended or deniedfor those individuals who do not comply with RTCACCESS guidelines.CancellationsUnder ADA paratransit service regulations, it is therider’s responsibility to cancel all trips that willnot be used. RTC ACCESS ride cancellations mustbe made a least 1 hour before the pick-up time.Rides not canceled or canceled later than 1hour before the scheduled time are consideredno-shows and are subject to the RTC ACCESSno-show suspension procedures. By cancelingat least 1 hour before your pick up time, the vancan be rescheduled to pick up another patron. Ifyou need to cancel more than 1 trip, be sure to saywhich trips to cancel and which to keep.You will not be responsible for no-shows dueto circumstances beyond your control (for examplea medical appointment not completed on time),if RTC ACCESS is early or late, or if there is aRTC ACCESS error. Riders who consistentlyno-show, or repeatedly cancel on short notice mayface suspension of service.Free Ride BonusTo encourage RTC ACCESS riders to reduce thenumber of no-shows, you will receive a free ride forevery 30 rides you take without a cancellation ornow-show.

Rider SuspensionRTC ACCESS may suspend rider privileges basedon the following criteria:• Verbal or physical abuse toward a RTC ACCESSemployee or rider.• Continued or repeated violation of the no-showor cancellation policies.• Behavior which presents a clear and presentdanger to an individual’s health or safety or toothers within the vehicle. (These behaviorsinclude conduct which is violent, seriouslydisruptive, or illegal.)For those riders who accumulate no-shows, thefollowing procedures apply:• If a person has 3 no-shows in any consecutive90-day period, a warning letter will be issued.• If a person has 6 no-shows in any consecutive90-day period, the rider will be suspended fromRTC ACCESS for 14 calendar days.• If a person has 9 no-shows in any consecutive90-day period, the rider will be suspended fromRTC ACCESS for an additional 30 calendar days.

• If a person has 10 or more no-shows in anyconsecutive 90-day period, the rider will besuspended. To be reinstated, she or he mustappeal and provide evidence of behaviorimprovement.3 No-shows: Warning letter6 No-shows: Suspended for 14 calendar days9 No-shows: Suspended additional 30calendar days10 No-shows: Longer suspension. Must appealto be re-instated plus show behavior improvement.• Suspensions will start 20 days after the date theletter was issued.• All letters of suspension will contain a form whichcan be mailed to RTC ACCESS to challenge anyno-shows or its circumstances.• Subscription ride privileges may be denied toriders upon their second no-show suspensionwithin any consecutive 12-month period.Subscription privileges may be reinstated, butwith no guarantee that the original subscriptionride will be available.• Notifications of no-show sanctions will be madeverbally and in writing by RTC ACCESS to theindividual and/or their representatives.

• All written notifications will include a form that therider can complete stating the no-show did notoccur or it was due to reasons beyond the rider’scontrol. (Trips missed for reasons beyond therider’s control or due to RTC ACCESS error shallnot be used in determining that a pattern orpractice of no-shows exists.)• If the rider feels that the sanctions have beenunfairly applied, an Appeal of Service Suspensionmay be filed with RTC (see Page 31). Servicewill be provided pending the outcome of theappeal for no-shows suspension.Disciplinary ProcedureThe following disciplinary procedure of due processwill be followed before denying RTC ACCESStransportation for any individual. All communicationsto the individual and/or his or her representativewill be in accessible format, where appropriate ornecessary. When the action prompting thesuspension of service is corrected, service willbe reinstated.The following steps will be followed for disciplinaryprocedures:1. Incidents will be carefully and completelydocumented.

2. RTC ACCESS management will communicateverbally with the individual and/or his or herrepresentative, explaining the infractions andrequesting corrective action. This verbal sessionwill also include an opportunity for the individualand/or his or her representative to respond.3. RTC ACCESS management will send writtenconfirmation of the conversation to theindividual, reiterating the conversation andagreed upon points. This written confirmationwill be mailed to the individual within 6 workingdays of the verbal conversation.4. All conversations or written communications willbe reviewed by more than one member of RTCACCESS management staff.5. If the infractions continue, a second verbalcommunication session will occur and a firstwritten warning will be issued to the individual.This written warning will state that if theinfractions do not cease immediately, RTCACCESS service will be suspended to theindividual. This written warning will state thespecific basis for the proposed suspensionand the nature and extent of the proposedsanction. This session will also include theopportunity for the individual and/or his or herrepresentative to respond.

6. The individual and/or his or her representativewill be given an opportunity to be heard andpresent information and arguments.7. RTC ACCESS management will provide theindividual with written notification of the decisionand the reasons for it.8. If corrective action does not occur, RTCACCESS management will officially notifythe individual, by certified return-receipt mail,that RTC ACCESS can no longer providetransportation for a specified period of time.Included in this communication will be aprovision that when the individual candemonstrate that the objectionable behaviorno longer exists, RTC ACCESS service willagain be provided. There will be an appropriatetrial period of reinstatement not to exceedthree weeks.9. RTC staff will be notified in writing at all stagesof this procedure.10. If the problem continues to occur after goingthrough this disciplinary process three times,services may be terminated permanently.11. RTC and RTC ACCESS reserve the right toimmediately refuse RTC ACCESS service toan individual when necessary to protect thehealth and safety of other passengers orRTC ACCESS employees.

Appeal of Service Suspension:An individual may appeal a RTC ACCESSsuspension of service. The following appealprocess will be used and will include an opportunityto be heard and to present information andarguments. The following procedures will befollowed in regard to service suspension:1. Appeals must be submitted to the RTCParatransit Administrator within 60 days ofnotification of suspension.2. The Paratransit Administrator will notify otherRTC staff, including the RTC Executive Director,of the appeal. RTC will engage the services ofdisability experts in hearing the appeal andmaking a determination.3. RTC will present the individual and his/herrepresentative(s) an opportunity to be heardand to present information and arguments.4. Based on the information available, a decisionwill be made by the RTC Executive Director orhis/her representative. The individual will beprovided written notification of the decision andthe reasons for it.5. If the suspension is for excessive no-shows,RTC ACCESS service will be provided untilthe appeal is heard and decided.

6. If the service suspension is for reasons otherthan excessive no-shows, RTC ACCESS isnot required to provide service to the individualpending a decision. However, if a decisionhas not been made within 30 days ofcompletion of the appeal process, servicewill be provided from that time until or unlessthe appeal is denied.Communications will be in alternate format,if appropriate or necessary.Further appeals of the suspension process maybe made to:Federal Transit AdministrationOffice of Civil Rights1200 New Jersey Avenue S.E.Washington, DC 20590YOUR COMMENTS ARE WELCOME!We want to hear from you. Your comments areimportant to us. Please include:• Your name, address, and phone number.• The date, time, and location of the incident.• The RTC ACCESS van number and/or theoperator’s name.• Your compliment, suggestion, or complaint.

Mail to:Paratransit AdministratorRegional Transportation CommissionP.O. Box 30002Reno, NV 89520-3002Or call:348-0477 or for those requiring hearing or speechassistance, Relay Nevada 1-800-326-6868 (TTY,VCO or HCO).Postage-paid comment cards are mailed with allRTC ACCESS Rider’s Guides and ID cards for yourconvenience.Notes

RTC ACCESS PHONE NUMBERSReservations775-348-5438Cancellations775-348-0444Customer Service775-348-0477Eligibility Information and Applications775-348-0477Lost and Found775-348-5438Hearing or Speech AssistanceRelay Nevada1-800-326-6868 (TTY, VCO, HCO)1-800-326-6888Night Taxi Ride Cancellationsat Reno-Sparks Cab(after 6:00 PM on day of ride)775-333-3333Visit our website at rtcwashoe.com