Passenger Responsibilities

The City of Santa Rosa requires that all contractors, and specifically the paratransit contractor, complies with Part 37 – Transportation Service for Individual with Disabilities Regulations provided by the Federal Transportation Administration (FTA), Department of Transportation. This regulation guides the implementation of the Americans with Disabilities Act of 1990 (ADA) that prohibits discrimination and ensures equal opportunity and access for persons with disabilities.

It is the policy of the City of Santa Rosa to ensure safe and effective transportation for all passengers and staff along with the proper operation of all vehicles. The following list of Passenger Responsibilities has been established to ensure this policy; however, they are not meant to be all inclusive. Violation of any Passenger Responsibility can result in the passenger receiving a warning letter to temporary suspension from Santa Rosa Paratransit services.


1. Inappropriate Social Behavior

  1. All passengers, including paratransit staff, have the right to participate without any threat or fear of physical or verbal abuse and with personal comfort. Passengers are therefore expected to exhibit appropriate social behavior while interacting with other passengers and with paratransit staff.

2. Disruptive Behavior

  1. Sudden or loud verbal outbursts which could threaten the health of fragile riders or the driver’s safe attention while driving
  2. Soiling the vehicle with bodily fluids or waste, or thereby creating a hazard to others.
  3. Failing to maintain reasonable personal hygiene, resulting in excessive body odor.

3. Dangerous Behavior and Physical Abuse

  1. Dangerous behavior and physical abuse are defined as any threat or action that could cause any physical harm to the driver, other passengers, the individual or Santa Rosa Paratransit staff or equipment, including the vehicle.
  2. The penalty for a proven incident of dangerous or unsafe behavior or physical abuse will be determined by Santa Rosa Paratransit. Penalty can range from a warning letter to permanent suspension from Santa Rosa Paratransit service.

4. Verbal Abuse

  1. Verbal abuse is defined as any oral presentation that is offensive to a passenger, driver, or Santa Rosa Paratransit staff. The penalty for a proven incident of verbal abuse will be determined by Santa Rosa Paratransit. Penalties can range from a warning letter to temporary suspension from Santa Rosa Paratransit service.

5. Causes for Refusal of Service

  1. Dangerous behavior or physical or verbal abuse towards drivers or other passengers on the vehicle, are grounds for immediate refusal of Santa Rosa Paratransit service.