Rules to Ride by

Please be ready, on time and have your fare ready for the driver. Because of traffic, weather, and other unforeseen events, we are sometimes delayed, but you do not want to be the cause of further delays. We try our best to be there within your 30-minute pickup window; if it looks like we will be delayed by more than 30 minutes and we have a phone number to reach you, we will call you.
If you are to be picked up from a high-rise building, you will need to meet us in the lobby on the ground level at your scheduled time. CATS STS only provides curb-to-curb service. This applies to the front door of all residences and other buildings. The driver will assist to and from the door when requested by the customer.
If you use a wheelchair and there is not a ramp at your home, someone must be there to help you up or down the stairs. All STS vehicles are equipped with 800 lb. capacity wheelchair lifts.
In an effort to encourage STS customers to promptly notify CATS when they need to cancel a scheduled trip and to reduce no-shows and late cancellations, CATS will review no-shows and late cancellations each calendar month. A no show occurs when the vehicle arrives at the pick-up location within the 30-minute pickup window and the customer does not board or the operator cannot reasonably see the customer approaching the vehicle after waiting five (5) minutes. A late cancellation occurs when a customer cancels a trip less than two (2) hours before the scheduled trip.

Any customer who incurs five (5) or more no-shows or late cancellations in a rolling month will trigger a review of their trips to determine if a pattern or practice exists. A pattern or practice exists when the rate of no-shows or late cancellations represent ten percent (10%) or more of the total trips scheduled by the customer. Only no shows and late cancellations that are within the customer's control will be counted. However, it is the customer's responsibility to notify CATS of the circumstances surrounding the no-show or late cancellation as soon as possible by phone or in writing to:

CATS STS
901 North Davidson Street Charlotte, NC 28206
Fax: 310.410.0239  Telephone: 833.656.7699
E-mail: telltransit@charlottenc.gov

Customers should include "Excused No-Show" or "Excused Late Cancellation" in the subject line and their name, contact information and the reason the no-show or late cancellation should be excused.

If a customer has a no-show or late cancellation for one trip and has one or more additional trips scheduled on the same day, CATS will not automatically cancel the customer's subsequent trip(s). It is the customer's responsibility to either take the later trip(s) or cancel it/them in a timely manner to avoid being charged with any additional no-shows or late cancellations.

Customers will receive written warning after each no-show or late cancellation.  Customers that are found to have a pattern or practice of no-shows or late cancellations will be subject to a suspension of service.

English

Suspension Rights of Appeal – (English)Suspension Rights of Appeal – (English)

A suspension will begin ten (10) calendar days from the estimated date of receipt of the Notice of Suspension letter unless the customer appeals the decision.  Repeated violations of the No-Show Policy that occur within the same rolling 12-month period will cause the length of suspensions to increase as follows:

First suspension – Three (3) days

Second suspension – Five (5) days

Third suspension – Ten (10) days

Fourth or more suspension – Twenty (20) days

A customer who receives a Notice of Suspension letter may appeal the suspension in writing or by phone to:

CATS Paratransit Service

901 North Davidson Street
Charlotte, NC 28206

Fax: 704.336.5119

Telephone: 704.336.5055

E-mail: telltransit@charlottenc.gov

Customers should include "No-Show Suspension Appeal" in the subject line and their name, contact information, and the reason for the appeal.

If an appeal is made, CATS will postpone the suspension until a determination is made by the CATS Appeal Board.  The customer will be invited to attend the CATS Appeal Board meeting to present their case.

Spanish

Suspensión Derechos de Apelación -Español

Una suspensión comenzará diez (10) días calendario a partir de la fecha estimada de recepción de la carta de Aviso de Suspensión a menos que el cliente apele la decisión. Las infracciones repetidas de la Política de ausencia que ocurran dentro del mismo período de 12 meses consecutivos harán que la duración de las suspensiones aumente de la siguiente manera:

Primera suspensión - Tres (3) días

Segunda suspensión – Cinco (5) días

Tercera suspensión – Diez (10) días

Cuarta o más suspensión – Veinte (20) días

Un cliente que recibe una carta de Aviso de Suspensión puede apelar la suspensión por escrito o por teléfono a:

Servicio de paratránsito CATS

Calle 901 del norte de Davidson

Charlotte, Carolina del Norte 28206

Fax: 704.336.5119

Teléfono: 704.336.5055

Correo electrónico: telltransit@charlottenc.gov

Los clientes deben incluir "Apelación de suspensión por ausencia" en la línea de asunto y su nombre, información de contacto y el motivo de la apelación.

Si se presenta una apelación, CATS pospondrá la suspensión hasta que la Junta de Apelaciones de CATS tome una determinación. Se invitará al cliente a asistir a la reunión de la Junta de apelación de CATS para presentar su caso.

Vietnamese

Đình Chỉ Quyền Kháng Cáo -Tiếng Việt (Vietnamese)

Việc đình chỉ sẽ bắt đầu mười (10) ngày theo lịch kể từ ngày ước tính nhận được thư Thông báo Đình chỉ trừ khi khách hàng kháng cáo quyết định. Việc vi phạm nhiều lần Chính sách Vắng mặt xảy ra trong cùng khoảng thời gian 12 tháng sẽ khiến thời gian tạm ngưng tăng lên như sau:

Đình chỉ lần đầu – Ba (3) ngày

Đình chỉ lần thứ hai – Năm (5) ngày

Đình chỉ lần thứ ba – Mười (10) ngày

Đình chỉ lần thứ tư trở lên – Hai mươi (20) ngày

Khách hàng nhận được thư Thông báo Đình chỉ có thể khiếu nại việc đình chỉ bằng văn bản hoặc qua điện thoại tới:

Dịch vụ vận chuyển cho người khuyết tật CATS

901 Phố Bắc Davidson

Charlotte, NC 28206

Fax:704.336.5119

Điện thoại: 704.336.5055

E-mail: Telltransit@charlottenc.gov

Khách hàng nên bao gồm "Kháng nghị đình chỉ vắng mặt" trong dòng chủ đề và tên, thông tin liên hệ của họ và lý do khiếu nại.

Nếu kháng cáo được đưa ra, CATS sẽ hoãn việc đình chỉ cho đến khi có quyết định của Hội đồng Khiếu nại CATS. Khách hàng sẽ được mời tham dự cuộc họp của Hội đồng Khiếu nại CATS để trình bày trường hợp của họ.

French

Suspension Droits d'appel – Français (French)

Une suspension commencera dix (10) jours calendaires à compter de la date estimée de réception de la lettre d'avis de suspension, à moins que le client ne fasse appel de la décision. Les violations répétées de la politique de non-présentation qui se produisent au cours de la même période de 12 mois glissants entraîneront une augmentation de la durée des suspensions comme suit :

Première suspension – Trois (3) jours

Deuxième suspension – Cinq (5) jours

Troisième suspension – Dix (10) jours

Quatrième suspension ou plus – Vingt (20) jours

Un client qui reçoit une lettre d'avis de suspension peut faire appel de la suspension par écrit ou par téléphone à :

Service de transport adapté CATS

901, rue North Davidson

Charlotte, Caroline du Nord 28206

Télécopieur : 704.336.5119

Téléphone : 704.336.5055

E-mail:telltransit@charlottenc.gov

Les clients doivent inclure "Appel de suspension de non-présentation" dans la ligne d'objet et leur nom, leurs coordonnées et la raison de l'appel.

Si un appel est interjeté, CATS reportera la suspension jusqu'à ce qu'une décision soit rendue par la Commission d'appel de CATS. Le client sera invité à assister à la réunion de la commission d'appel du CATS pour présenter son cas.

Russian

Приостановка права на апелляцию - русский язык (Russian)

Приостановка начинается через десять (10) календарных дней с предполагаемой даты получения письма с уведомлением о приостановке, если клиент не обжалует решение. Неоднократные нарушения Политики неявки, которые происходят в течение одного и того же скользящего 12-месячного периода, приведут к увеличению продолжительности отстранения следующим образом:

Первая приостановка – Три (3) дня

Вторая приостановка – пять (5) дней

Третья приостановка – десять (10) дней

Четвертая или более дисквалификация – Двадцать (20) дней.

Клиент, получивший письмо с уведомлением о приостановке, может обжаловать приостановку в письменной форме или по телефону по адресу:

Паратранзитная служба CATS

901 Норт-Дэвидсон-стрит

Шарлотта, Северная Каролина 28206

Факс: 704.336.5119

Телефон: 704.336.5055

Электронная почта:telltransit@charlottenc.gov

Клиенты должны указать «Апелляция о приостановке неявки» в строке темы, а также свое имя, контактную информацию и причину апелляции.

В случае подачи апелляции CATS отложит отстранение до вынесения решения Апелляционным советом CATS. Клиент будет приглашен на заседание Апелляционного совета CATS, чтобы представить свое дело.

Chinese-Mandarin

暂停上诉权 - 中文普通话 (Chinese-Mandarin)

除非客户对决定提出上诉，否则暂停将从预计收到暂停通知函之日起十 (10) 个日历日开始。在同一滚动 12 个月内多次违反缺席政策将导致暂停时间延长，具体如下：

第一次暂停 – 三 (3) 天

第二次暂停 – 五 (5) 天

第三次暂停 – 十 (10) 天

第四次或更多次暂停 – 二十 (20) 天

收到暂停通知函的客户可以以书面形式或通过电话对暂停提出上诉：

CATS 辅助客运服务

北戴维森街901号

北卡罗来纳州夏洛特 28206

传真：704.336.5119

电话：704.336.5055

电子邮件：telltransit@charlottenc.gov

客户应在主题行中注明“未出现暂停申诉”、姓名、联系信息以及申诉原因。

如果提出上诉，CATS 将推迟暂停，直至 CATS 上诉委员会做出决定。客户将被邀请参加 CATS 上诉委员会会议并陈述其案例。

عليق حق الاستئناف - لغة الماندرين الصينية (Arabic)

سيبدأ التعليق عشرة (10) أيام تقويمية من التاريخ المقدر لاستلام خطاب إشعار التعليق ما لم يستأنف العميل القرار. ستؤدي الانتهاكات المتكررة لسياسة عدم الحضور التي تحدث خلال نفس فترة الـ 12 شهرًا المتداول إلى زيادة مدة حالات التعليق على النحو التالي:

التعليق الأول - ثلاثة (3) أيام

التعليق الثاني - خمسة (5) أيام

التعليق الثالث - عشرة (10) أيام

التعليق الرابع أو أكثر - عشرين (20) يومًا

يجوز للعميل الذي يتلقى خطاب إشعار بالتعليق استئناف التعليق كتابيًا أو عبر الهاتف إلى:

خدمة CATS Paratransit

901 شارع نورث ديفيدسون

شارلوت ، نورث كارولاينا 28206

الفاكس: 704.336.5119.70

التليفون: 704.336.5055

البريد الإلكتروني: telltransit@charlottenc.gov

يجب على العملاء تضمين "استئناف عدم الحضور للتعليق" في سطر الموضوع واسمهم ومعلومات الاتصال وسبب الاستئناف.

إذا تم تقديم استئناف ، ستقوم CATS بتأجيل التعليق حتى يتم اتخاذ قرار من قبل مجلس استئناف CATS. سيتم دعوة العميل لحضور اجتماع مجلس استئناف CATS لعرض قضيته.

Arabic

عليق حق الاستئناف - لغة الماندرين الصينية (Arabic)

سيبدأ التعليق عشرة (10) أيام تقويمية من التاريخ المقدر لاستلام خطاب إشعار التعليق ما لم يستأنف العميل القرار. ستؤدي الانتهاكات المتكررة لسياسة عدم الحضور التي تحدث خلال نفس فترة الـ 12 شهرًا المتداول إلى زيادة مدة حالات التعليق على النحو التالي:

التعليق الأول - ثلاثة (3) أيام

التعليق الثاني - خمسة (5) أيام

التعليق الثالث - عشرة (10) أيام

التعليق الرابع أو أكثر - عشرين (20) يومًا

يجوز للعميل الذي يتلقى خطاب إشعار بالتعليق استئناف التعليق كتابيًا أو عبر الهاتف إلى:

خدمة CATS Paratransit

901 شارع نورث ديفيدسون

شارلوت ، نورث كارولاينا 28206

الفاكس: 704.336.5119.70

التليفون: 704.336.5055

البريد الإلكتروني: telltransit@charlottenc.gov

يجب على العملاء تضمين "استئناف عدم الحضور للتعليق" في سطر الموضوع واسمهم ومعلومات الاتصال وسبب الاستئناف.

إذا تم تقديم استئناف ، ستقوم CATS بتأجيل التعليق حتى يتم اتخاذ قرار من قبل مجلس استئناف CATS. سيتم دعوة العميل لحضور اجتماع مجلس استئناف CATS لعرض قضيته.

Korean

항소권 정지 - 중국어 북경어 (Korean)

고객이 결정에 이의를 제기하지 않는 한 정지는 정지 통지서를 받은 예상 날짜로부터 10일(역일 기준)부터 시작됩니다. 동일한 12개월 기간 내에 반복적으로 No-Show 정책을 위반하면 정지 기간이 다음과 같이 늘어납니다.

첫 번째 정지 – 삼(3)일

두 번째 정지 – 5일

3차 정지 – 10일

네 번째 이상의 정지 – 20일

정지 통지서를 받은 고객은 서면 또는 전화로 다음 주소로 정지에 대해 이의를 제기할 수 있습니다.

CATS 보조교통 서비스

901 노스 데이비슨 스트리트

샬롯, 노스캐롤라이나 28206

팩스: 704.336.5119

전화: 704.336.5055

이메일:telltransit@charlottenc.gov

고객은 제목 줄에 "No-Show Suspension Appeal"과 이름, 연락처 정보 및 이의 제기 이유를 포함해야 합니다.

항소가 제기되면 CATS는 CATS 항소 위원회에서 결정을 내릴 때까지 정지를 연기합니다. 고객은 CATS Appeal Board 회의에 참석하여 케이스를 발표하도록 초대됩니다.
A subscription trip is a ride that occurs more than three (3) days a week with the same pickup location, destination and same times that is automatically scheduled by the software system. These reoccurring rides are for trips such as work, school, dialysis treatment, etc. and do not require the customer to call in and schedule every trip. Under FTA Section 37.113 subscription trips cannot absorb more than 50% of available trips at a given time therefore receiving a subscription ride request is not guaranteed. A subscription request can be placed with an STS reservationist and will be reviewed to determine if the request can be fulfilled. You will be allowed to suspend your subscription service for up to 15 days without losing your seat to someone else. If you need more time, and you let us know before those 15 days are up, we will give you up to 15 more days, but 30 days is the maximum. After this period, if you do not start riding again, your subscription will be canceled, and you will have to reapply for subscription service. Subscription riders who repeatedly cancel individual trips may lose their subscription service.
You may bring groceries and lightweight packages on board; the bus driver can help you with up to four lightweight packages. If you have more than that, we ask that you are considerate, bringing only what you and your attendant or companion can handle yourselves.
If you use a wheelchair and are able to do so, you may transfer from your chair to a seat on the vehicle.
How you behave on our vehicles is important, and we will refuse transportation to customers who are disruptive or pose a threat or danger to themselves or to other passengers.
If you are using a CATS STS Monthly Pass, you must have it with you on every trip or you will not be permitted to board the vehicle.
You may bring personal portable oxygen bottles.
If you have a commendation or a complaint, call the CATS STS Customer Service Manager at 704.336.6103.