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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.
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, h...
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