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Adoption of the Customer Code of Conduct and Enforcement Policy (SEC 2)
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DESCRIPTION: Adoption of the Customer Code of Conduct and Enforcement Policy (SEC 2) |
AGENDA NO: Click or tap here to enter text. |
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ACTION REQUEST: ☒ Approval ☐ Review Comment ☐ Information Only ☐ Other |
RECOMMENDATION:
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Authorize the Chief Executive Officer to adopt and implement the Customer Code of Conduct and Enforcement Policy (SEC 2), establishing formal rules of conduct, enforcement procedures, and due process protections for all persons using the RTA transit system.
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ISSUE/BACKGROUND:
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The RTA is committed to providing a safe, secure, and welcoming transit environment for all customers, employees, and the general public. While RTA has long maintained basic rider rules and etiquette guidelines on its website, as well as procedures and training for operators and front-line staff on the enforcement of policy, the RTA has never formally adopted a single comprehensive policy governing customer conduct and enforcement.
In early 2024, RTA staff undertook a structured process to gather input for this policy. Efforts began with research into industry standards, best practices, and applicable state and local laws, followed by extensive public outreach and stakeholder engagement.
Beginning in March 2024, RTA staff presented an initial policy framework to the Riders Advisory Committee (RAC) and invited input from both riders and operators. A public survey launched in March 2024 yielded 466 responses, providing actionable data on the behaviors and issues riders encounter most frequently and the types of rules riders want codified. Operator feedback was gathered through the RTA’s Labor-Management Committee and an Operator Committee meeting, surfacing practical concerns about fare compliance, non-destination riding, luggage limits, and the need for clearer enforcement tools.
RTA’s outreach team continued engagement through the summer and fall of 2024, holding meetings with a broad cross-section of community stakeholders, including youth organizations, transit equity groups, mental health awareness groups, houselessness advocacy organizations, senior living communities, ADA-mission-driven groups, the healthcare industry, the hospitality industry, and neighborhood associations.
The resulting policy consolidates existing rules, establishes clear enforcement mechanisms, and creates a structured due process framework that is consistent with RTA’s values of fairness, equity, and transparency.
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DISCUSSION:
This policy establishes a comprehensive, system-wide framework governing rider conduct on all RTA vehicles, facilities, and property. The policy’s principal components are as follows:
• Scope and Application: The policy applies to all RTA employees, contractors, and customers across all modes of service (bus, streetcar, paratransit, and ferry). In cases of conflict with collective bargaining agreements, those agreements prevail.
• Customer Code of Conduct: The policy codifies prohibited behaviors on RTA vehicles, facilities, and property, aligned with applicable New Orleans ordinances, state law, and existing RTA policy. It should be noted that while signage onboard some RTA vehicles and guidance on RTA’s website previously existed, neither was based on any formally adopted policy. This has resulted in inconsistent application of policies and procedures, rider confusion, and at times, unnecessary escalation or mishandling of reported violations.
• Enforcement Framework: When necessary to uphold the Code of Conduct and maintain a safe and comfortable experience for all RTA customers, this policy outlines specific provisions for RTA to issue Warnings, Suspensions, and/or Exclusions following an internal investigation of a violation that is non-criminal. Criminal matters are referred to RTA Transit Police for investigation and handling according to New Orleans Police Department (NOPD) standard operating procedures.
• Due Process and Appeals: Persons subject to a Suspension Notice may appeal within ten (10) business days. Enforcement actions are reviewed either by the Chief Safety, Security and Emergency Management Officer (CSSEM) or a cross-departmental Exclusion Review Board depending on severity. A detailed process is included as an attachment to the policy.
• Transparency and Posting: The policy and its attachments, including a Notice of Suspension/Exclusion form and Appeal Procedures, will be published on the RTA website (norta.com), made available on transit vehicles and in RTA facilities, and accessible through the Le Pass mobile application.
• Fare Forfeiture: Consistent with RTA Fare Policy (GEN11), any person who violates the Code forfeits any remaining fare value on their fare media during an enforcement action. A successful appeal of any enforcement action will result in a full refund.
The policy aligns with existing RTA policies including the RTA’s Fare Policy (GEN11) and is consistent with all applicable local, state, and federal law. It also consolidates and replaces all previous rider rules and their associated procedures for front-line staff (i.e., for enforcement) into a single policy. This will contribute to a more standard application across all transit modes and serve as a new baseline for all future policy updates.
FINANCIAL IMPACT:
There is no direct financial impact associated with the adoption of this policy. Implementation costs, including staff training, signage, and website publication, are expected to be absorbed within existing departmental budgets.
NEXT STEPS:
Upon Board approval, RTA staff will take the following actions:
• Publish the policy, Notice of Suspension/Exclusion form, and Appeal Procedures on the RTA website at norta.com.
• Distribute updated rider conduct information on transit vehicles, at facilities, and through the Le Pass mobile application.
• Conduct training for customer-facing staff on policy provisions, reporting responsibilities, and enforcement procedures.
• Coordinate with RTA Transit Police on criminal referral protocols and enforcement coordination.
• Monitor implementation and policy effectiveness, with periodic review as operational experience develops.
ATTACHMENTS:
1. Board Resolution
2. Customer Code of Conduct and Enforcement Policy (SEC 2)
Prepared By: Craig Toomey
Title: Senior Director, Emergency Management
Reviewed By: Michael J. Smith
Title: Chief Safety, Security, and Emergency Management Officer
Reviewed By: Tracy Tyler
Title: Chief Legal Officer
5/12/2026
Lona Edwards Hankins Date
Chief Executive Officer