Rider's Bill of Rights

Name: Rural Community Transportation
Address: 1677 Industrial Parkway, Lyndonville, Vermont, 05851, United States of America
Telephone: 802-748-8170

TITLE VI OF THE CIVIL RIGHTS ACT

Title VI of the Civil Rights Act – RCT operates its programs and services without regard to race, color, and national origin as stipulated in Title VI of the Civil Rights Act of 1964. If you feel you have been discriminated against based on your race, color, or national origin, you may file a written complaint (Title VI complaint form here) with the Operations Manager, Rural Community Transportation, Inc, 1677 Industrial Parkway, Lyndonville, VT 05851.

A written complaint may also be filed with the Title VI Program Coordinator, FTA Office of Civil Rights, East Building, 5th Floor – TCR, 1200 New Jersey Ave., S.E., Washington, DC 02590, or a complaint may be made to Patricia Martin, Title VI/ADA Coordinator, Vermont Agency of Transportation, Office of Civil Rights by calling 802-595-6959 or by using the complaint form on the agency's website at http://vtrans.vermont.gov/civil-rights/compliance/titlevi.

VERMONT STATE PUBLIC ACCOMMODATION LAW

9V.S.A. 4502 (a) Public accommodations states an owner or operator of a place of public accommodation or an agent or employee of such owner or operator shall not, because of the race, creed, color, national origin, marital status, sex, sexual orientation, or gender identity of any person, refuse, withhold from, or deny to that person any of the accommodations, advantages, facilities, and privileges of the place of public accommodation. If you feel you have been discriminated against, you may file a complaint with Vermont Human Rights Commission by calling 800-416-2010 or by email at human.rights@vermont.gov.

ADA REASONABLE MODIFICATION POLICY

In accordance with FTA 49 CFR, Parts 27 and 37, RCT, is committed to ensuring a reliable, accessible experience for all customers. All requests for reasonable modifications to RCT programs and services will be considered on an individual basis. Please note that RCT may be unable to accommodate requests for reasonable modifications which would result in a fundamental alteration to the nature of RCT programs and services, or which would directly interfere with the health and safety of others. In the event that a barrier to access exists, but the requested modification cannot be granted, RCT will, to the maximum extent possible, assist in determining an alternate reasonable modification to provide equivalent access to its programs and services.

ADA COMPLAINT POLICY

RCT welcomes compliments, complaints, and suggestions. Americans with Disabilities Act (ADA)-related complaints are able to be lodged by phone (802-748-8170), fax (802-748-5275), through the contact form found at riderct.org, by e-mail at hr@riderct.org, by mail at RCT, Attn: ADA Coordinator, 1677 Industrial Parkway, Lyndonville, VT 05851; or by visiting the RCT main office in person at 1677 Industrial Parkway, Lyndonville, VT 05851.

All individuals who have lodged a complaint will be contacted in writing within three (3) days of the submission of the complaint, and RCT will aim for an equitable and prompt response. All fixed route and paratransit-related complaints will be required to be written up in the RCT Record of Complaint Form. Documentation shall include time and date of the complainant's notification; the name of the complainant; the time, date, and nature of the occurrence; and action taken by the investigating employee to resolve the complaint and prevent future occurrences.

RCT must respond to written complaints within three (3) business days in writing. An ADA complaint can be filed using this complaint form.

Safety Pledge

RCT pledges to ensure the safety of its passengers, drivers, rider coordinators, employees, volunteers and community through the following commitments:

• Background checks completed for all staff and volunteers;

• Random drug and alcohol testing program for all drivers and ride coordinators;

• Buses inspected prior to every shift and receive regular preventive maintenance;

• Volunteer vehicles inspected for safety and cleanliness.

• RCT pledges to constantly renew its efforts towards safety and to continuously seek new programs and opportunities to increase system safety.

Emergency Information

Occasionally, RCT needs to cancel a route or close early due to severe weather or other hazardous driving conditions. To sign up for text alerts for route delays and other information, to opt-in, text: 64800 and type RCT Alerts or go to: https://simplifiedsms.com/onli...;

Please be advised: Your cell phone carrier may charge a fee for text messages based on your current calling plan. Call the RCT office at 802-748-8170, visit www.RideRCT.org, find us on Facebook and Instagram.

Safe Service Policy

Please note service may be modified at times on a case-by-case basis due to safety conditions.

Wheelchair Lifts and Special Assistance

Wheelchair lifts are on every bus and drivers are trained to assist riders who need them in getting on and off the bus. To ensure the best possible service, riders needing special assistance are encouraged to call 802-748-8170 ahead of time. Please note, the step height to board our buses is between 10” and 12”.