MATAplus Riders Guide

Revision 8 September 2014 MEMPHIS AREA TRANSIT AUTHORITY

Available in alternate format by contacting MATA at (901) 722-7100 and is also available on our Website: www.matatransit.com


TABLE of CONTENTS

Message from General Manager.
Introduction.
Paratransit Service.
Para transit Eligibility.
Applying For Paratransit Service.
Making a Reservation.
No-Show Policy.
Pick up Procedures.
Travel Companions/PCAs.
MATAplus Fares.
Riding MATAplus Vehicles.
Suggestions and Complaints.
Board of Commissioners.

Message from the General Manager

Welcome to MATAplus!

As a part of the Memphis Area Transit Authority's continuing effort to improve service to our passengers, this Riders Guide to MATAplus describes the overall services provided by the paratransit division of MATA. This Riders Guide should answer most questions about the MATAplus services.

I encourage you t familiarize yourself with the policies and procedures of MATAplus that are outlined in this guide. If you have any questions about any aspect of this guide, I encourage you to contact the MATAplus supervisory staff at (901) 722-7196 or (901)722-7138.

Again, welcome to MATAplus and we look forward to serving your transportation needs.

Ron Garrison
President and General Manager

MATA Mission Statement

To provide a reliable, safe, accessible, clean and customer friendly public transportation system that meets the needs of the community.

MATAplus Mission Statement


To provide safe, reliable, affordable and accessible transportation, comparable to fixed - route service, for individuals with disabilities who are unable to use the fixed - route bus system.

INTRODUCTION

MATAplus is a paratransit system that individuals certified with a disability can use the ease and comfort. All MATA transit centers, and all fixed route buses, are designed with accessibility features to accommodate both elderly and persons with disabilities who use mobility devices. All MATA buses are accessible.

MATA Half - Fare Cards

MATA issues discount ID cards that allow senior citizens and riders with disabilities to travel on the fixed-route bus system for half the regular fare. Riders with a MATAplus ID card may use that for fixed route half-fare discounts; no other card is necessary.

To be eligible for discounts on fixed-route service, you must be 65 years of age or older, or be ADA certified with a physical or mental disability. These discounts do not apply to MATAplus. For further information, call us at 532-8134.

MATAs Fixed-route System

MATA's fixed route system consists of MATA's bus and trolley service that operates on set routes, days and scheduled times within the MATA service area.

Paratransit Service

Paratransit service means comparable transportation service required by the ADA for people with disabilities who are unable to use the fixed-route bus system. [37.3]

MATAplus is a shared ride form of public transportation that complements MATA's fixed-route service. MATAplus provides service that is equivalent to that of the fixed-route system. MATAplus provides service for all types of trips such as: Employment, Medical, Educational, and Recreational etc.

Service Area

MATAplus paratransit service operates during the same days and hours as the fixed-route bus system. The service area extends three-fourths (3/4) mile beyond the fixed-routes. Points of origin and destination not within the three-fourths (3/4) mile corridor are not eligible for ADA paratransit service. A trip may require more that one hour from origin to destination due to the size of the MATAplus service area and group trips. We are committed to trips that are not excessive in length and have adopted the standard that the travel times for paratransit trips will be the same as the fixed-route bus system.

To get more information regarding the MATAplus service areas, please call us at 901.722.7191 and speak to one of our MATAplus service representatives.

Important MATAplus Phone Numbers

Reservations    722-7171
Scheduling Problems    722-7171
To Check on Your Pick-up    722-7171
Senior Manager    722-7196
Manager    722-7138
Complaint Line    522-9175
Fax    722-7179    or    722-7123
Relay     523-2817
Application requests    722-7100
Genera] information    722-7191
Interactive Voice Response    722-0311

Paratransit Eligibility

If you have a disability, which prevents you from using MATAs fixed-route service, you may be eligible for MATAplus service. The ADA defines eligibility for complementary paratransit service in [49 CFR Section 37.123] of the federal regulations. Eligibility is limited to people who fall within one of these categories.

Category 1

The first category of eligibility includes people who are unable to use fully accessible fixed-route services. This includes any individual with a disability who is unable, as a result of a physical or mental impairment, (including a vision impairment) and without tire assistance of another individual (except the operator of a wheelchair lift or other boarding assistance device), to board, ride, or disembark from any vehicle on the fixed- route system, which is readily accessible to and usable by individuals with disabilities. [49 CFR Section37.123 (e)(i)]

This applies to individuals who cannot board, ride, or disembark from a fixed route bus, even if they can get to a bus stop or station. Individuals in this category will be unconditionally certified for any and all trips.

Category 2

The second category of eligibility includes any individual with a disability who needs the assistance of a wheelchair lift or other boarding assistance device and is able with such assistance to board, ride, and disembark from any vehicle that is readily accessible to and usable by individuals with disabilities if the individual wants to travel on a route of the system during the hours of operation of the system at a time, or within a reasonable period of such time, when such a vehicle is not being used to provide designated public transportation on the route [37.123 (e) (3)].

Individuals will be expected to use fixed-route service for some trips, but cannot be expected to use fixed-route under some conditions.

Category 3

The third category includes any individual with a disability who has a specific impairment-related condition that prevents such individual from traveling to a boarding location or from a disembarking location on such a system [(49 CFR Section 37.123 (e) (3)].

The "specific" condition must prevent the person from using the fixed-route bus. Conditions that make getting to and from stops more difficult does not apply. Eligibility can be unconditional or conditional.

Category 4 - Not Eligible

An individual can reasonably be expected to use fixed-route service for any trips under all conditions.

Two types of service are offered by MATAplus

Advanced (Demand Response) Reservation Service allows an individual rider to make a reservation for a trip anywhere from three days up to the day before they wish to travel. There is no limit to the number of non-subscription trips that can be booked on any given service day. An unlimited number of trips may be reserved during one telephone call.

Subscription Service is offered to MATAplus customers who have travel patterns to and from the same locations, during the same days and hours, at least three days per week. Individuals who have schedules that change frequently are not eligible for subscription service.

When a person is approved for subscription service, it is necessary for that person to contact the scheduler to confirm the desired days and travel times. Once a subscription schedule is confirmed by MATAplus, the customer does not have to make any further reservations except cancel any trip you do not plan to take, or to make an additional reservation.

Long term or permanent changes to a subscription service must be submitted to MATAplus at least one week prior to the date when the change will take effect. MATAplus cannot guarantee that changes in subscription service can be accommodated.

Temporary changes to subscription service must be in effect for a minimum of two weeks and be submitted one week in advance of the effective date. The regular subscription service can be reinstated with as little as one week's notice. Unfortunately, same day service changes cannot be accommodated. Subscription service is offered as a convenience to our customers. Availability is based on a first come/first serve basis. Subscription is not required under ADA; therefore, certain restrictions apply based upon availability.

Note: All MATAplus riders must call to make reservations for all holiday travel including all subscription riders. MATAplus operates a Sunday schedule on all holidays except Martin Luther King holiday Day after Thanksgiving and Memorial Day when MATA operates a Saturday schedule.

Applying For Paratransit Service

In order to utilize MATAplus service you will need to complete an application. To request an application, please call (901) 722-7171 or by Relay at 523-2817 from 8:00 a.m. to 4:30 p.m., Monday through Friday.

The application for ADA paratransit eligibility asks for general identification information such as your address, the last four digits of your social security number, date of birth, and telephone numbers. If someone completes the application for you, the application asks for general information about the individual or agency that assisted you.

You will also be asked to provide a contact person and their general information. You will be asked to describe how your disability prevents you from using the fixed-route bus service and what conditions make your need for paratransit service necessary. This self evaluation will help MATA personnel determine the category of your eligibility.

Section 7 of the application must be completed by a qualified physician, health care professional, rehabilitation professional or social worker that is familiar with the applicants disability and can confirm the information provided on your application. This section of the application must be legible and the disability must be spelled-out and not abbreviated. If you need assistance completing your application, please contact the MATA Certification staff.

A "release of information statement" to give us your permission to contact a listed qualified person for further medical information, if needed, is also included.

Two (2) recent photos will be required with your application. The photos can be a passport, Polaroid or other photos less than two years old. MATA will take these photos for you if you need help obtaining the photos. MATA will also use an existing photo if you are a current customer in order to assure that there is no cost associated with obtaining these photos.

You may also be required to have a functional assessment to help determine your eligibility for paratransit. Transportation will be provided by MATA at no cost to you.

It is an ADA requirement that all complete applications receive a response within 21 days of receipt or you will have "Presumptive Eligibility" to ride until an eligibility decision is rendered. If a determination of your eligibility has not been determined within 21 days MATA will notify you of your "Presumptive Eligibility." At that time you will be able to call MATAplus to set up your trip or trips. If after the 21 days has elapsed, you may continue to use MATAplus until a certification determination has been made.

The 21-day processing time doesn't apply to incomplete applications. MATA will contact the applicant or their physician in the case of an incomplete or inaccurate application.

Applicants Status Notification

Applicants will be notified in writing or alternate format about their eligibility. Upon approval, you will be sent a MATAplus photo identification card and a MATAplus Rider's Guide, instructing you how to use MATAplus services.

Under the ADA you can receive all written correspondence in an accessible format.

Application Denial

You have the right to appeal any decision that denies your application. An appeal form will be included with your denial letter which must be submitted within sixty (60) days of receiving your denial letter. Appeal forms should be submitted to:

MATA
1370 Levee Road
Memphis, TN 38108

Upon receipt of your appeal form, MATA will notify you in writing of the location and time of the appeal hearing. You will have the opportunity to be represented at the hearing and may present information and arguments at that time.

After your appeal hearing, you will receive a written response regarding the decision within ten (10) working days. Should your disability status change in the future, you may submit a new application for paratransit eligibility.

Recertification

MATAplus requires eligible customers to be recertified every 6 months to five years determined by whether your certification was temporary or not. The eligibility expiration date appears on the ADA photo identification card. It is the responsibility of the customer to maintain a valid photo identification card and to reapply for the service prior to the eligibility expiration date. If not recertified within 30 days of the expiration date, your name will be purged from the MATAplus database.

Temporary Disabilities

Customers with temporary disabilities may obtain a MATAplus ADA photo identification card that is valid for the expected time for your recovery from the disability. If the disability continues beyond the expiration date, MATAplus will require another certification from your physician or health care provider.

ADA Photo Identification Cards

ADA photo identification cards will be sent to all approved applicants. Your MATAplus ADA photo identification card is accepted throughout the United States. It may be used to ride other Paratransit systems wherever these services are provided for up to 21-days during a one year period. You must confirm exact scheduling rules and regulations with local transit authorities.

Visitors with a disability, will be given "Presumptive Eligibility" to ride MATAplus. Visitors must show proof of residency and disability prior to boarding the vehicle.
Your photo ID card may be required each time you use the MATAplus service and is accepted as authorized identification necessary to obtain discounts on MATA's fixed-route services. Please contact MATA at 523-8134 for more information.

Lost ADA Photo ID Cards

If you misplace your photo ID card, a replacement card can be obtained by calling our ADA Certification department at 901-722-7171. The customer must pay the replacement cost of $5.00 for the new identification card. Payment must be in the form of a money order or check. Mail to:
MATAplus Certification Dept
1370 Levee Road
Memphis, TN 38108

Making A Reservation

To make a reservation please call our MATAplus reservation agents at 722- 7171. Customer can make a reservation for a trip or trips from one to three days in advance:
Monday - Sunday and Holidays from 8:00 a.m. to 4:00 p.m.

Individuals with hearing impairments may confirm their reservations through MATA's Relay number at 523-2817.

Please remember, drivers cannot make Change, or, cancel your reservations. In order to change your reservation you need to contact a MATAplus reservation agent.

Reservation Information

Please have the following information available when making a reservation:
  • Customer name
  • The exact street address (origin and destination).
  • Name of apartment complexes or subdivision, as well as building, apartment, or suite numbers.
  • Easily identified pick-up points should be communicated, where applicable, such as a hospital, shopping mall, or doctors office.
  • The appointment or pick-up time. (Remember to indicate if the customer is traveling with a Personal Care Attendant (PCA) or any escorts and companions. Also indicate if the person traveling with you is a wheelchair user.
  • The return trip information.
There is no limit to the number of nonsubscription trips that a passenger can book on any given service day. An unlimited number of trips can be reserved during one telephone call. Every effort will be made to accommodate the requested trips, however, please be aware that at times the requested trip may not be available.
In those instances where demand goes beyond the available service, the MATAplus reservation agents will attempt to provide you with an alternate trip time as close to the original requested time as possible.

"Trip negotiations" are permissible under the ADA. Riders requesting a specific pick-up time, that is not available, will be offered a pick-up time nearest to the requested pick-up time within one hour before or one hour after the requested pick-up time. Negotiations of pick-up times must consider the riders schedule, desired arrival and departure times.

Example: If a rider requests an 8:30 a.m. pick-up to be at work at 9:00 a.m. and a 5:00 p.m. return trip, the a.m. time can be negotiated between 7:30 a.m. and 8:30 a.m. The p.m. time can be negotiated between 5:00 p.m. and 6:00 p.m. Suggesting a 4:00 p.m. pickup when a person works until 5:00 p.m. would not be keeping with the concept of comparable fixed route service.

If the rider refuses a trip provided within one hour before or one hour after the requested pick-up time, depending on the trip purpose such as an appointment, the declined trip will be considered a trip refusal. A rider may still accept an alternate pick-up time that is more than one hour from the requested pick-up time.

Any trip that is more than one hour from the requested pick-up time is considered a trip denial under the ADA. All passengers have the right to reject an alternate trip time.

If only one part of a requested round trip can be booked, it is a trip denial under the ADA, even if accepted.

If a passenger gets a late trip and requires additional time, the rider may call the MATAplus dispatcher at 722-7171 to request a later return trip and the trip will not be charged as a no-show. If you request a later return trip, you will need to call when you are ready and wait for an available bus.

MATAplus customers may call the dispatcher at anytime at 722-7171 prompt # 2 to ask for an estimated time of arrival (ETA).

Please remember that you are responsible for making arrangements for the vehicle to gain access to gated communities or secured complexes. A driver cannot be delayed trying to locate personnel to provide access to a complex.

Confirmation of Reservations

Whenever possible, reservation confirmations are given when you call to make your reservation Reservation changes must be made during regular reservation hours.

Reservation Changes

For you and other passengers' convenience please notify us regarding your reservation changes during the reservation hours the day before or earlier at 722-7171. Late changes for scheduled trips can be disruptive to other passengers. We make every attempt to accommodate your transportation needs.

No-show Policy

Scheduling a trip and then failing to use the service, without properly cancelling the trip, causes delays to the service and other passengers. Passengers who establishes a pattern or practice of missed trips under the ADA could receive imposed sanctions. A pattern or practice involves intentional, repeated or regular actions, not isolated, accidental, or singular incidents which are within the control of the individual passenger.

Missed trips due to errors of the transit agency, operator error, or circumstances beyond the passengers control are not attributed to the passenger. If a passenger is a no-show 5 times within a 30 day period, the passenger will be notified in writing of the No-shows on their record in an attempt to avoid any passenger suspension. If a passenger receives 9 No- shows in a 30 day period the passenger will then receive written notification that on the next No-show within the same 30 day period, the passenger will be suspended from the Paratransit service.

If a passenger feels that any of the attributed No-shows were beyond their control and or were charged in error, they may contact MATAplus to appeal any charged No- show. To request an appeal, call 901-722-7138 or email: mpluscertification@matatransit.com Appeals may also be submitted to:
MATAplus
1370 Levee Road
Memphis, TN 38108

No-show Appeal Process

If a passenger requests an appeal, Paratransit service will continue to be provided to the passenger until the appeal is heard and decided. The passenger will be notified of the appeal date, time and location of the appeal. During the appeal process, the passenger will be allowed an opportunity to be heard and present information and arguments. After your appeal you will receive a response regarding the decision within (5) working days. If any of the appeals are overturned, those No-shows will be removed from the passengers record.

No-show Suspensions

The goal of issuing suspensions to any passenger is not to deny the passenger service, but, ultimately to reduce the number of No-shows and correct the problem which can lead to a disruption in service. If any passengers suspensions are upheld, the passengers suspension will be as follows:

Penalty
  • 1st suspension - 3 days
  • 2nd suspension - 1 week
  • 3rd suspension - 2 weeks
  • 4th suspension - 3 weeks
  • 5th suspension - 4 weeks

Cancelling a Trip

If a passenger has a scheduled trip on MATAplus and does not plan to take the trip, please call and notify MATAplus at least one hour prior to the scheduled pick up time allowing enough time for a trip to be rerouted. If you have a scheduled return trip, MATAplus will not automatically cancel your return trip so as not to strand any passenger. You will need to cancel your return trip to avoid receiving a No-show for that trip.

Please notify us regarding your cancellation at 722-7171 Prompt # 2 at the earliest possible time.

Pick-up Procedures

In order for MATAplus to provide you with safe service you must specifically designate a location and inform us where you will be waiting for your pick-up.

MATAplus has developed the following procedure to ensure safe vehicle movement and standardized connecting point guidelines.

Customers living in large, multiple unit apartment complexes must meet the paratransit vehicle either:

At the curb closest to their address, or at the curb closest to the main lobby, unless instructed otherwise.


MATAplus may use Origin-to Destination pick-up service which means that if you need assistance from a door to the bus and/or bus to a door, it may be provided by the operator, if requested. The request should be made at the time of reservations. MATAplus operators are not allowed to leave sight of their bus.

Difficult Pickup Locations

MATAplus vehicles may not enter dead end streets or coves due to the inability to turn the vehicle around or back up the vehicle. Customers with pick-up locations in coves and dead end streets may be required to make their way to the MATAplus vehicle.

Before any MATAplus vehicle can enter apartment complexes that are not easily accessible, the location must be inspected. If the facility has a guarded gate or limited access, the security staff should be informed by the customer of the scheduled pick-up and return times.

It is your responsibility to notify MATAplus of security procedures when the reservation is made and to arrange access for the vehicle. The paratransit vehicle cannot be delayed due to complicated access requirements.

A customer traveling from a large office complex, medical facility, or other similar area must meet the vehicle at a point closest to the main reception desk or main lobby entrance. MATAplus is committed to arriving within the 30-minute pick-up window. (30 minutes of the scheduled pick-up time).

If the customer is not at the proper pick-up location within 5 minutes from the time the bus arrives during the 30 minute pick-up window, the vehicle will depart and the customer will be declared a "No-show." The MATAplus vehicle will not leave prior to 5 minutes after your scheduled pick up time.
Out of courtesy for other MATAplus customers who are scheduled on the same vehicle, the driver will wait no longer than the five-minute grace period. Customers must be ready to depart at any time during the 30-minute window which starts after your scheduled pick up time.

The MATAplus Interactive Voice Response (IVR) software system will call Demand Response customers by telephone on the day before your scheduled trip to remind you of your scheduled trip. The software will also call you by telephone twenty minutes prior to your schedule pick-up time to alert you that the vehicle is on the way. If you are unable to see the arrival of the Vehicle, and, because of your disability, are unable to wait outside in weather extremes, you may request that the dispatcher notify you of the vehicle's arrival, provided you can be contacted.

It is the customers responsibility to be within viewing distance of the driver when the vehicle arrives. It is not the responsibility of the MATAplus driver to find you. Please note that for your and other customers convenience the MATAplus vehicle cannot wait while customers conduct business at their destination.

Boarding the MATAplus Vehicle

Customers may be required to present their MATAplus ADA photo ID prior to boarding the vehicle. MATAplus customers are required to have the correct fare in cash or an authorized MATAplus fare card when boarding the vehicle.

Drivers cannot make change. Any customer that does not have correct change, will be provided a refund coupon, which is redeemable at the Customer
Service Center at 444 N. Main Street.

Driver Assistance

Drivers will assist the customer from their origin to their destination and on or off the vehicle. Drivers should verbally indicate to a visually impaired customer waiting at the curb that the paratransit vehicle has arrived. In cases where needed and requested, drivers must provide sighted guide assistance to and from the bus.

Travel Companions/PCAs

When you are unable to travel alone, MATAplus encourages you to travel with a Personal Care Attendant (PCA). The need for a PCA is determined by the customer's healthcare provider or the customer. MATAplus may suggest that you provide a PCA if you require assistance beyond that of the driver. PCAs can travel with MATAplus customers at no cost. If you require a PCA at any time, this must be noted on your application. PCAs must travel from and to the same location and at the same time as the MATAplus customer.

When making your reservation, please advise the MATAplus reservation agent if you will be accompanied by your PCA or/and travel escort/companion, and if either will be a wheelchair user.

Additional escorts may travel on a space available basis. Travel escorts or travel companions are subject to the regular paratransit fare and must have the exact same travel arrangements as the customer. It is not necessary for the escort to be certified by MATAplus and they do not need a photo ID.

You should inform the reservation agent at the time of the reservation whether a travel escort or a PCA or both will be accompanying you to ensure an accurate count of individuals traveling on a vehicle. Children age five years and younger must be accompanied by a responsible adult.

MATAplus Fare

See the MATAplus insert for fare structure.

Personal care attendants ride free. All escorts/companions must pay the regular fare per trip, plus any zone fares.

You may purchase MATAplus punch cards by mail by sending a self-addressed, stamped envelope (or $ 1.00 to cover postage) with your payment. You may also use a credit card to purchase punch cards to be sent to you by mail. $1.00 will be added to cover postage.

Punch Cards may be purchased at:

MATA Customer Service Center
William Hudson Transit Center
444 North Main Street
(901) 523-8134
Monday - Friday
7:00 a.m. - 6:00 p.m.
or
American Way Transit Center
3919 American Way
(901) 722-0322
Monday - Friday
7:00 a.m. - 11:00 a.m.
2:00 p.m. - 6:00 p.m.
or
Airways Transit Center
3033 Airways BL
Memphis, TN 38116
Monday - Friday
8:00 a.m. - 12:00 p. m.

Riding MATAplus Vehicles

Ambulatory Customers

Customers unable to use the steps to enter the vehicle may request the ramp or wheelchair lift be extended to board the vehicle. Ambulatory customers who use the lift must be able to stand without assistance to hold onto the handrails.

Wheelchairs

MATAplus will transport any type of three or more-wheeled device and its user as long as they can be accommodated by a MATAplus Paratransit vehicle safely. MATAplus cannot transport customers with inoperative devices such as dead batteries or vehicles damaged where it is unsafe to transport them.

Securement/Seatbelts

It is the responsibility of the MATAplus driver to be sure that mobility devices are properly secured prior to transporting you. Passengers using wheelchairs or scooters are required to have their mobility devices secured, when being transported. It is MATAplus policy that all persons traveling on MATAplus must use seatbelts, where available. Shoulder straps may be used at the customers discretion. Mobility device securement and the use of seatbelts are for your safety. Failure to cooperate with the safety related policies might result in loss of service.

It is also MATAplus policy that operators secure ALL mobility devices when riders transfer from the device to a seat.

Transporting Packages

Each passenger is allowed to board with packages. The passenger must be fully responsible for the packages, which must be secured and cannot occupy passenger seating. If assistance is needed, MATAplus drivers may assist, but are not required to. Excessive luggage and large boxes cannot be accommodated. Ambulatory customers with luggage may also request to use the lift or ramp.

Service Animals

Service animals are allowed to ride with their owners. MATAplus will transport service animals that are properly constrained. It is the customers responsibility to maintain control of their service animal.

If a driver is unsure that an animal is a service animal, you may be asked if the animal is a service animal and what tasks the animal has been trained to perform. If a service animal is not under the owners control or the animal poses a direct threat to the health or safety of others, you will be asked to remove the animal from the vehicle.

Note: For safety reasons, drivers are not allowed to carry cages or handle the service animals. Drivers are not allowed to talk to or touch a service animal or their property without the owners permission.

Your Responsibility When Riding MATAplus Vehicles

The following rules of conduct are provided for your safety and comfort. Each customer must comply with the rules of conduct.

Actions of misconduct, including illegal, violent or seriously disruptive behavior, will be grounds for suspension of services for the customer.

Anyone found acting in an unsafe manner, which may endanger other customers, the driver, or the vehicle will be suspended from service immediately. MATA will consider an appeal for such suspension of services on a case-by-case basis.

Customers requiring physical assistance beyond the operator assistance allowed in this guide should have a PCA or escort accompany them when traveling on MATAplus.

The PCA is responsible for providing additional physical assistance to the passenger.

It is the responsibility of the customer to watch for the bus. MATAplus operators are not responsible for going inside of establishments to look for passengers. Special consideration will be given to customers with vision impairments and delayed dialysis treatments.

Customers requiring medication or oxygen at regular intervals should be advised that travel time on the paratransit vehicle is comparable to that of the fixed-route system. Rides are subject to delays that may result in a customers on-board time being longer than 60 minutes. Public transportation is subject to unpredictable conditions such as traffic delays, inclement weather, and mechanical problems.

Note: MATAplus operators cannot be held responsible for the administering of medications. The administration of medication when in a MATAplus vehicle is the customers responsibility. Any customer requiring assistance in the administering of medication or oxygen while on the vehicle must travel with a PCA or escort. Should the administration of medications or oxygen become necessary while on the vehicle, MATA will contact emergency medical personnel to administer the required medication at the customers expense. Repeated incidents in which medication schedules disrupt or delay other MATAplus customers may result in the evaluation of the individuals suitability to use MATAplus services.

MATA subscribes to "No Smoking" policy throughout the transit system. Customers are prohibited from eating or drinking on the vehicle unless a medical problem exists that requires eating or drinking at specified time periods. In such cases, the customer must advise the driver of that fact.

Customers are prohibited from playing radios without the use of headphones.

Customers may not operate or tamper with any equipment while on the vehicle. This includes the operation of the hydraulic lift, ramp and attempts to remove the wheelchair tie-downs or passenger seatbelts.

Drivers Responsibilities

Drivers are expected to obey the same rules as our customers. The following additional rules also apply:
  •     Drivers will provide assistance to customers in boarding and disembarking the vehicle
  •     Drivers do not accept tips or gratuities or act in a manner that would suggest that tipping is appropriate.
  •     Drivers are responsible for the operation of the hydraulic lift, ramp and securing mobility devices safely in the vehicle.
  •     Drivers can only handle fares when necessary to assist the customer.
  •     Drivers cannot make change.
  •     Drivers are not allowed to touch or speak to a service animal without owner's permission.

Lost And Found Procedure

Any article left on the vehicle will be stored at the MATA Lost and Found Department located at 444 North Main Street. Articles will be held for 10 days. To claim a lost article, please call 523-8134 between 9:00 a.m. and 5:00 p.m. Customers are responsible for claiming lost articles.

Suggestions, Comments and Complaints

MATA seeks to provide its customers with safe, reliable, and customer oriented service. We look forward to working with you to provide the best service possible. If you have a suggestion, comment or a complaint about our services, please call a Customer Service Specialist at 522-9175. If you wish you can write to us at:

MATAplus
1370 Levee Road
Memphis, TN 38108

Specific details will help MATA thoroughly address your suggestions, complaints or comments in an expeditious fashion. Please remember to include the following information when calling or writing to us:
  • Name, address, and telephone number.
  • Location, date and time of experience, if applicable.
  • Vehicle number and/or drivers name/badge number, if applicable.
  • Reservation or service agents name, if concerning a telephone conversation.
  • Explanation of incident, suggestion, or comment.
Complaints received by the Information Center Supervisor will be logged and numbered. They will be processed and forwarded to the appropriate authorities for investigation. Customers should always ask for a complaint number. Customers are advised to refer to their complaint number when tracking their complaint.

For specific paratransit customer support services, you may contact either:
Glenda Wade    722-7196
LaBarbara Houston    722-7138

Or Write to:
MATAplus
1370 Levee Road
Memphis, TN 38108
Or e-mail MATA at: mpluscertification@matatransit.com

Travel Training

MATA offers a free Travel Training Program where individuals with disabilities can learn to ride fixed-route (street buses) and trolleys in addition to using MATAplus.
The trainers are persons with a disability and experienced users of all areas of the system.

MATA BOARD of COMMISSIONERS

John Vergos
Charles Pickard
Lauren Taylor
Shelia Williams
Dr. Martin Lipinski
Sean Healy
Andre Gibson
Kristen Bland
Roquita Coleman

In an effort to support the Federal Transit administrations (FTA) goal to increase outreach efforts directed at consumers having difficulty gaining access to public transportation, we have listed FT A toll-free numbers for our customers, advocates for people with disabilities, and the general public to call with concerns regarding public transit accessibility and related issues.

Voice: 1-888-446-4511

TDD/FIRS: 1-800-877-8339

Assistance for TDD Users: 202-366-0153

Web Site: http://www.fta.dot.gov

E-mail Address: ada.assistance@fta.dot.gov

Comments