Service Animals & Pets
Service animals are welcome on HARTransit vehicles if you travel with a service animal.
Pets up to 20 pounds may be transported in carriers designed for that purpose. Drivers cannot help passengers carry pets.
Mobility Aids
HARTransit buses accommodate all wheelchairs, scooters or other mobility devices up to the maximum physical dimensions and constraints of the bus. All HARTransit vehicles have lifts and ramps. Drivers are trained to safely operate wheelchair lifts and secure mobility devices on the bus.
Scooter users are asked to transfer to a seat after boarding. Most scooters cannot be tied down as securely as a standard wheelchair and are not designed for use on a moving vehicle.
Other mobility devices such as walkers and canes are accommodated. Passengers that have trouble with steps may use the ramp. Respirators and portable oxygen are also permitted
HARTransit Policies on Complaints and Compliments
The Chief Executive Officer (CEO), or his or her designee, as Complaints Resolution Officer (CRO) is responsible for response and follow through relative to comments from the public. HARTransit will fully investigate any representations made by passengers or other members of the public and work towards the resolution of any apparent problems which may be the fault of the District. Any positive comments shall be relayed to the appropriate parties as soon as possible.
Complaint intake
The Marketing and Graphic Design Coordinator has primary responsibility for initial contact with complainants and for initial write up of complaints. However, any administrative staff member may be in a position to take comments, and should be prepared to do so.
All written comments, letters and e-mail correspondence should be directed to the CRO.
Staff should transcribe verbal comments to writing on the official HARTransit complaint form located in the company forms folder on the HARTransit admin fileserver. The staff member transcribing the complaint shall ensure that a copy is provided to the CRO and the Chief Operating Officer (COO). The form will automatically generate a numeric identifier for the complaint.
The Marketing and Graphic Design Coordinator is responsible for the input of the complaint on the comment form status spreadsheet located in the company folder on the HARTransit Admin fileserver.
Complaint investigation
The Operations Department under the direction of the Chief Operating Officer shall be responsible for investigating complaints against vehicle operators and schedulers. The Chief Maintenance Officer (CMO) shall be responsible for investigating complaints about vehicles and facilities. These staff shall contact complainants for more detailed information within 3 days of the initial complaint and complete and document their investigations with any suggested remedial actions within two weeks. Any relevant documentation should be returned to the CRO.
The CRO is responsible for ensuring that the investigation process is completed in a timely fashion via use of the comment form status spreadsheet and contact with the Chief of Operations or Maintenance.
