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OC ACCESS 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. 

  • Denying Services To Riders – 49 CFR Part 37 Section 37.5(h) of the ADA allows transit agencies to refuse service to anyone engaging in violent, seriously disruptive, or illegal conduct, or represents a direct threat to the health and safety of others. Therefore, riders who engage in such conduct may be subject to immediate and indefinite suspension from receiving OC ACCESS services. Riders may also be subject to criminal prosecution, which may include fines. Riders who violate rules of courtesy and conduct or who engage in any activity that disrupts the safe or effective operation may be subject to penalties up to and including suspension from OC ACCESS. Any rider who is suspended from service will be notified in writing and will be given an opportunity to appeal the suspension following the OC ACCESS appeals process.

    Similarly, personal care attendants or guests who violate rules of courtesy and conduct, engage in any activity that disrupts the safe and effective operation of OC ACCESS services, engage in physical abuse, or cause physical injury to another rider and/or the driver, or engage in other illegal activities may be subject to immediate and indefinite suspension from riding OC ACCESS. Personal care attendants and guests may also be subject to criminal prosecution, which may include fines.

  • 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

  • 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.

  • Traveling with a Large Mobility Device – The OC ACCESS fleet consists of buses, minivans, and sedans. These vehicles are dispatched to riders according to availability. All OC ACCESS riders using a mobility device, such as a manual wheelchair, powered wheelchair, or scooter, are dispatched an accessible vehicle to complete their trip. As outlined in the OC ACCESS Rider’s Guide, OC ACCESS vehicle lifts and ramps can accommodate mobility devices up to 30” wide x 52” long, and up to 1,000 lbs. In some cases, OC ACCESS may be unable to transport a rider in a mobility device that exceeds the lift or ramp dimensions or design load specified by the manufacturer.

    Riders always have the opportunity to attempt to board an accessible vehicle. However, if a mobility device is too large or too heavy to be boarded, OC ACCESS will not dispatch a second vehicle as these requests are not mandated by the ADA and have been observed to cause operational challenges and service delays.

  • Fare Collection - As outlined in the OC ACCESS Rider’s Guide, all riders must pay the full fare when boarding the vehicle. Riders paying less than the full fare will not be transported and will be marked a no-show. Requests from facilities or institutions to allow for the collection of fare at the destination is not mandated by the ADA and has been observed to cause operational challenges and service delays.

  • 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.

  • Transferring from Mobility Device – 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.

    Additionally, Customers with scooters are advised to transfer to a seat in the vehicle. All wheelchairs must be secured with 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.