ACCESS Service Policies

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  • OC ACCESS Service Policies

  • OCTA has developed customer safety and code of conduct policies to help ensure the safety, security, comfort, and convenience of all those who use OC ACCESS. OCTA may refuse to provide service to any passenger who engages in violent, seriously disruptive, or illegal conduct, or represents a direct threat to the health or safety of others. Following these policies will also increase the overall efficiency of getting you to your destination quickly on OC ACCESS.

    • Child Protection Policy – A responsible adult must accompany children five years old or younger. If the child five years or under is the eligible customer, the responsible adult may ride free as the Personal Care Attendant (PCA).
    • Child Seatbelt Law – Children must ride properly buckled in the vehicle’s back seat in a car seat or booster seat until they are eight years of age or at least 4’9” tall per California law. OCTA does not provide car seats or booster seats. The driver can assist customers with installing a car seat or booster seat upon request.
    • Customer Conduct – Violent, illegal or disruptive conduct is not allowed on any services provided by OC ACCESS. OCTA has developed policies for handling customers whose conduct interferes with the safe operation of OC ACCESS vehicles. If a driver reports inappropriate behavior by a customer (or parent, care provider, etc.), and the conduct continues to interfere with the safe operation of an OC ACCESS vehicle, a service suspension may occur. OCTA will work with parents, care providers, school or employment personnel, or anyone immediately involved with the customer to educate that customer on appropriate behavior aboard public transportation.

      Hazardous materials, weapons of any kind, explosives, corrosive liquids and flammable materials are not allowed on any OC ACCESS vehicle.

      Additional information on the OCTA Customer Conduct Policy is available at www.octa.net/CustomerConduct.

    • Customers Requiring Supervision – If no one is present to receive a customer who is unable to be left unattended, the customer may be transported back to their pick-up address and/or turned over to local authorities. Additionally, adult or child protective services may be notified.
    • Medications and Other Medical Needs – Customers who require medication or oxygen at regular intervals should be advised that their travel on OC ACCESS should be expected to be the same as to the travel time on the OC Bus for the same trip due to factors outside OCTA’s control including traffic, weather conditions, or length of the trip.
    • Mobility Devices – Customers with scooters are advised to transfer to a seat in the vehicle. All wheelchairs must be secured with the securement belts while the vehicle is in transit.

      To assist in providing quality service, we keep a record of the mobility device used at your in-person assessment. If you change your mobility device, you must call the OC ACCESS Eligibility Office at 714-560-5956 to alert OCTA of this change.

    • Packages – Customers are limited to two packages the size of a grocery bag and may use small shopping carts to transport their items. Drivers are not required to assist customers with packages or shopping carts. Packages and shopping carts must be under the complete control of the OC ACCESS customer.
    • Personal Hygiene – Customers must maintain an acceptable standard of cleanliness. Exposed bodily fluids and/or bloodborne pathogens are not permitted.
    • Seat Belts – Customers are required to use lap and shoulder belts for their safety.
    • Service Animals -
      • Service animals must be leashed or harnessed and be kept with their owner at all times.
      • Service animals must be under the complete control of the OC ACCESS customer they serve.
      • Service animals cannot occupy seats and must remain on the floor at all times, making sure not to block the aisle, path of travel, access doors, or lift.
      • The aggressive or dominant behavior of service animals will not be tolerated and OC ACCESS service may be refused if a service animal is disruptive or poses a direct threat to the health and safety of others.
    • Wheelchair Transfer – Customers who may wish to transfer from a wheelchair to a seat must be booked as wheelchair customers. Drivers must secure all wheelchairs and cannot “fold and stow” wheelchairs on the vehicle. Additionally, due to capacity constraints, customers may be required to ride in their wheelchairs instead of transferring to seats. OCTA drivers do not assist with transfers.
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