Responsibilities, Rules & Policies

General Responsibilities

  • If a rider’s pick-up or drop-off address is not accessible for a RTP bus, van or volunteer driver, it is the rider’s responsibility to ensure access for vehicles in advance or to make arrangements where the rider will meet the vehicle for their pick-up. If the vehicle is not able to enter the pick-up location and the rider fails to meet the vehicle at a designated place, a the trip will be considered a No-Show. Click here to view RTP’s No-Show Policy
  • Riders must call in trip cancellations as soon as possible, but at least 2 hours before the scheduled pick-up time.
  • Trip cancellations can be left on our voice mail when the office is closed. All cancellations left on our voice-mail will be immediately forwarded to RTP’s on call dispatcher. The office phone number is 207-774-2666.
  • If trip is before 9:30 am, must cancel before 5:00 pm the day before.
  • Riders should be ready when the bus arrives. Drivers will only wait 5 minutes after a rider’s scheduled pick up time. If the rider fails to show for their ride, then the trip will be considered a No-Show.
  • RTP has a one-hour pickup window. If your appointment is at 10am, you should be ready to leave at 9am.
  • All riders must wear seat belts while on RTP vehicles. It’s the Law. Drivers will assist with seat belts if needed.
  • Riders are expected to treat reservationists, schedulers, dispatchers, drivers and other passengers courteously and with respect.
  • Wheelchairs, scooters and other mobility devices must be properly maintained. Riders must know the limitations regarding the use and transport of their specific mobility devices.
  • No smoking, eating or drinking is allowed while on a RTP vehicle.
  • Riding a RTP vehicle under the influence of illegal drugs or alcohol is not permitted.
  • Radios, cassette, disc, or mp3 players are not permitted to be played aloud when on-board a RTP vehicle.
  • A rider may not bring explosives, flammable liquids, acids, or other hazardous materials onto the vehicle.
  • If a rider is traveling with a child who needs a car seat, the rider must supply the child’s car seat. Riders are responsible for securing it in the vehicle and for its removal.

Seat Belts, Child Restraints and Wheelchairs

  • A rider 18 years of age or older is required to wear a seat belt while traveling on a RTP bus or van.
  • A child rider less than 18 years of age is required to be properly secured while traveling on a RTP bus or van. Depending on age, height and weight, a child must be properly secured in a federally approved child restraint system, child safety seat, or seat belt.
  • A rider is required to have his or her common wheelchair secured while traveling on a RTP bus or van

Seriously Disruptive Behavior

Regional Transportation does not permit riders to engage in violent, illegal or seriously disruptive behavior.

Seriously disruptive behavior includes the following:

  • A rider who is physically abusive causing injury to the driver or other clients may be subject to criminal prosecution. The rider will be suspended immediately or service will be refused.
  • Disturbing a vehicle driver
  • Disturbing other riders
  • Physically or verbally threatening the driver, another client or RTP employee
  • Acting in a way that is a danger to himself/herself, the driver, other riders or RTP employee
  • Damaging or destroying equipment

Cancellation Rule

  • Cancellations should be made as soon as possible, but no later than two hours before the appointed pick-up time.
  • Trip cancellations can be left on our voice mail when the office is closed. All cancellations left on our voice-mail will be immediately forwarded to RTP’s on call dispatcher. The office phone number is 207-774-2666.

Penalties for “No Shows”

  • A rider who fails to cancel a ride according to the cancellation rule, or fails to be at the scheduled location at the scheduled pick-up time, will be assigned a “No Show”. A rider who shows a pattern or practice of “no shows” that is at or above 25% in a three month period is subject to penalties, up to and including suspension. Penalties will be assigned within the rules and guidelines of MaineCare and the ADA.

Please click here for RTP’s No-Show Policy

Suspensions and Appeals

  • RTP may suspend a rider for incidents of disruptive behavior, repeated no-shows, breaking of RTP rules / policies or breaking the law.

A rider may appeal an assigned suspension or penalty. Appeals must be submitted in writing to: Regional Transportation Program, Attn: Appeals Department, 127 Saint John Street, Portland, ME 04102. To qualify for acceptance, appeals must be received by RTP within ten business days of the suspension or penalty. The appeal must include the rider’s name, mailing address, telephone number and the reason for the appeal. RTP will make a decision on the appeal and notify the rider within ten business days.

  • Regional Transportation Program reserves the right to cancel, suspend or delay transportation due to circumstances beyond its control.

Civil Rights Notice

RTP is committed to ensuring that no person is excluded from participation, denied benefits, or otherwise subjected to discrimination under any program or activity on the basis of race, color, national origin, sex, age or disability. For a copy of RTP’s Title VI Plan (including external complaint form), please click on RTP Title VI Plan

Any person who believes that he or she has been subjected to discrimination or retaliation based on their race, color, national origin, sex, age or disability may file a Title VI complaint. Complaints may be filed directly to RTP or to the MeDOT. Complaints must be filed in writing and signed by the complainant or a representative and should include the complainant’s name, address, and telephone number or other means by which the complainant can be contacted. Complaints must be filed within 180 days of the date of the alleged discrimination.

Complaints should be filed to: Regional Transportation Program, Attn: Executive Director, 127 Saint John Street, Portland, ME 04102. RTP will respond to any written Title VI complaint within 10 business days. or Civil Rights Office, MDOT, 16 State House Station, Augusta, ME 04333-0016

Service Animal Policy

RTP Riders with disabilities accompanied by a service animal are welcome. The service animal is the responsibility of its owner and must be under the control of its owner at all times (i.e., leash, harness or carrier). The service animal must ride in the vehicle within the rider’s space. The service animal may not travel in the aisle or occupy a seat. RTP reserves the right to refuse passage to any service animal that poses a direct threat to the health and safety of other riders, RTP personnel or volunteers.