Customer Code of Conduct
COAST's Customer Code of Conduct was approved by the COAST Board of Directors on 3/27/2019
The Cooperative Alliance for Seacoast Transportation (COAST) performs a vital public service. COAST’s goal is to ensure that this service is delivered safely, effectively and efficiently, in a manner that safeguards the public and protects its employees from the risks posed by inappropriate customer conduct. COAST reserves the right to refuse service to customers who pose a safety risk to others, or who violate COAST's Customer Code of Conduct.
For the safety and comfort of all COAST customers and employees, COAST has established the following definitions and consequences to address prohibited and inappropriate customer conduct.
Everyone riding COAST must pay the proper fare, use a valid ticket or present a valid pass.
Acts to Avoid or Limit
- Eating is not permitted on board the bus, except for small contained snacks (such as a granola bar).
- Drinking is permitted from secure containers. A secure container being one that, when closed, can be turned upside down and not result in a spill.
It is prohibited for any person to commit the following in a COAST bus stop shelter or building:
- Smoke or carry any lighted tobacco product or expel the residue of any other tobacco product, including chewing tobacco and e-cigarettes.
It is prohibited for any person to commit the following acts on a COAST vehicle or on COAST property, including bus stops and/or shelters:
- Smoke or carry any lighted tobacco product or expel the residue of any other tobacco product, including chewing tobacco and e-cigarettes (it is permitted on COAST property within designated areas and at bus stops away from a shelter);
- Consume any alcoholic beverage or possess an open container of any alcoholic beverage;
- Possess, use or sell any unprescribed or illegal substances;
- Engage in disruptive, disturbing behavior including: loud conversation, profanity or rude insults, or operate any electronic device used for sound without an earphone(s);
- Take any animal onto COAST property, including vehicles, without an appropriate carrier, unless its purpose is to assist a person with a disability or is in training to assist a person with a disability;
- Carry, possess or have within immediate access any dangerous weapon;
- Possess or transport any flammable liquid, combustible material or other dangerous substance such as gasoline, kerosene or propane;
- Vandalize any COAST vehicles or property, including bus stops, shelters and signs, by writing, marking, scribbling, defacing or causing destruction to the item in any manner;
- Beg or solicit by forcing yourself upon another person;
- Excrete any bodily fluid upon or at another person or object;
- Take any large item(s) into the vehicle (e.g., bicycle, skis, etc.) that cannot be adequately secured (as determined by the bus operator);
- Possess or carry any material that has a strong or pungent odor which may be offensive or irritating to other customers or COAST employees.
Types Of Misconduct
An act that is prohibited and unlawful.
An act that creates the potential for injury or death to any customer, operator, staff member or the general public. Threats of violence are included in this category as well. Any other behaviors are deemed to have hazardous or violent consequences, including, but not limited to the carrying of firearms, explosives, or other hazardous materials on a COAST vehicle or property.
A verbal or physical act that is generally offensive, invades the privacy rights of others, or involves physical contact in a rude, insolent, or angry manner. Included in this conduct is the use of profane language found offensive by the bus operator or other passengers. Loud, obnoxious, unpredictable behavior, or other behaviors brought on by intoxication will also not be tolerated by COAST.
Disruptive Conduct of Passengers in Accompaniment:
A customer accompanied by a minor(s) or someone else for whom he or she is legally responsible for has the task of monitoring said person’s behavior. If the person(s) is being disruptive, offensive, or posing a safety risk, the customer legally responsible for the other(s) must be able to remedy the situation in some way found suitable to the COAST operator or staff member.
Consequences of Misconduct
The behaviors outlined previously will not be tolerated on COAST vehicles or property. COAST drivers and/or Management will take direct and fitting action in response to misconduct.
- Conduct that is deemed illegal/hazardous/violent will be addressed immediately, to include assistance from the appropriate police department, if necessary. The severity of the conduct may result in a permanent suspension of service.
- If an individual or group of customers is disrupting the atmosphere for the majority of the customers, that person or persons will be asked to cease the behavior causing the disturbance. If the behavior continues and the driver or COAST staff feels that the customer(s) has been given sufficient warning, the driver or COAST staff then has the right to ask the customer to leave the vehicle or COAST property after first consulting with the COAST dispatcher. If the customer does not leave the vehicle after being asked by the driver or COAST staff, the driver or COAST staff should then notify the COAST Dispatcher or manager of the situation, so they can either respond on-site to provide additional assistance and/or notify the proper authorities to provide the driver or COAST staff with assistance.
- If this behavior becomes a regular problem for a driver, staff, or the organization as a whole, the customer may be notified of a temporary suspension of service. If this suspension occurs, the customer will not be permitted to ride on a COAST vehicle for up to 90-days, depending on the severity of the misconduct. Every driver will be notified of this situation.
- After the temporary suspension of service is concluded and the customer is riding COAST once again, it is expected that the problem(s) will have ceased. If this is not the case, and the behavior for which he or she was suspended continues, a suspension of service for a minimum of one year may be issued. Permanent suspension is an option.
Consequences of Unintentional Misconduct
Unintentional Misconduct is any act that would qualify as misconduct but is the direct and immediate consequence of the customer’s disability.
- A customer may be required to ride with another individual who can assist them, if this misconduct would have otherwise resulted in a suspension.
- A customer may be subject to any reasonable adaptation that will ensure safety. This adaptation may last for a time period sufficient to allow the customer time to learn appropriate behavior or the adaptation may be permanent if the misconduct continues.
Intoxication and Drug Use
Customers are not permitted to be unable to safely control themselves as a result of being under the influence of drugs and/or alcohol.
Should a customer present themselves in this condition or should the driver or COAST staff become aware a customer is in this condition after they have already boarded the vehicle or while on COAST property, the driver or COAST staff has the right to refuse service or ask the customer to leave the vehicle or property after first consulting with the COAST Dispatcher or manager. If the customer does not leave the vehicle or property after being asked by the driver or COAST staff, the driver or staff member should then notify the base Dispatcher or manager of the situation, so they can either respond on- site to provide additional assistance and/or notify the proper authorities to provide the driver or COAST staff with assistance.
If a customer’s condition becomes a regular problem for a driver, staff, or the organization as a whole, the customer may be suspended from riding temporarily. If this suspension occurs, the customer will not be permitted to ride on a COAST vehicle for up to 90 days, depending on the severity of the situation. Every driver will be notified of this situation.
After the temporary suspension of service is concluded and the customer is riding COAST once again, it is expected that the problem(s) will have ceased. If this is not the case, and the condition for which he or she was suspended continues, a suspension of service for a minimum of one year may be issued. Permanent suspension is an option.