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Below are answers to some of our most frequently asked questions. While we try to provide you with all the information you need, sometimes other questions come up. Just click the Contact Info tab to the left if you need to contact us directly. We'll be happy to assist you.
How is eligibility for ACCESS determined?
Eligibility is based on your abilities and any limitations resulting from your disability. It is not based on a specific diagnosis. For example, a person who has just recently become blind may be unable to ride a fixed-route bus independently and would therefore qualify for ACCESS. However, a blind person who reads, has a guide dog, or who has received specialized travel training, may not qualify for ACCESS if able to negotiate the fixed-route bus system independently.
There are four (4) different categories of eligibility:
- Unrestricted: individual is not able to use accessible fixed-route bus service under any circumstances and is eligible for all trips on ACCESS.
- Conditional: individual is not able to use fixed-route service in specific circumstances and is eligible to use ACCESS under limited circumstances identified by the certification analyst.
- Trip-by-Trip: individual is not able to use accessible fixed-route bus service for certain trips due to architectural and/or environmental barriers. Individual is eligible to use ACCESS for those trips identified by the certification analyst.
- Temporary: individual is not able to use accessible fixed-route service at this time, but the condition or circumstance(s) leading to eligibility is reasonably expected to change within a specifically determined time frame of less than three years.
What if I disagree with my eligibility determination?
If you disagree with your eligibility determination, you have the right to appeal the decision within 60 days from the date of your eligibility determination letter. To appeal, you must write a letter stating the reason(s) to:
OCTA ACCESS Appeals
P.O. Box 14184
Orange, CA 92863-1584
If you have questions about eligibility, please call the ACCESS Eligibility department at (714)560-5956.
How do I know if my wheelchair will fit on OCTA vehicles?
To assist you in selecting a wheelchair or other mobility aid, the Americans with Disabilities Act (ADA) provides information on how to measure your device to be sure it does not exceed the specifications for transportation on buses and paratransit vehicles.
OCTA will carry a wheelchair and occupants if the lift and the vehicle can physically accommadate them, unless doing so is inconsistent with legitimate safety requirements.
If you would like further information regarding this issue, please call the ACCESS Eligibility department at (714)560-5956, or OCTA's Customer Relations department at (714)560-5700.
How far in advance can I call to book a ride on ACCESS service?
Customers can call up to three (3) days in advance for a trip request.
What is the ACCESS fare?
All ACCESS fares must be paid upon boarding. The base fare for ACCESS service is $3.60 per passenger for each one-way trip.
This standard ACCESS fare is for curb-to-curb service. If you require help getting to the curb, please rely on your personal care attendant (PCA), friend, or relative.
Why did I receive a "No-Show?"
A "No-Show" is counted when a customer is not at the designated location at the scheduled pick-up time or calls to cancel a trip less than one hour before a scheduled pick-up time. If a customer cannot be left alone and must be met by a care provider or a representative, a "No-Show" will be counted if no one is there to receive the rider at the trip destination. When a customer is a "No-Show" for the first part of a round trip, the return ride will not automatically be canceled. The ACCESS customer will be responsible for canceling the return trip if the trip is not needed to avoid receiving another "No-Show."
Letters are sent to customers after their third no-show or late cancellation in a calendar month. A customer may be suspended if the number of no-shows or late cancellations received during any single month exceeds 10 percent of their overall scheduled monthly trips AND the number of no-shows or late cancellations exceeds five (5) during any single month. No-shows and service suspensions can be appealed in writing by following the directions included in the no-show letters. Service will continue while an appeal is pending.