A record will be kept of all incidents of no-shows and late cancellations, with a client's explanations. It will be reviewed on a regular basis by YATS staff to determine if any policies are being abused. Yellowknife Transit recognizes that YATS passengers' schedules or ability to travel may change, beyond their control, with little or no notice. Incidents with valid explanations will not be considered violations of the policies.
If passengers have unsatisfactory explanations for more than three (3) No-Show reports or more than six (6) Late Cancellation reports in one calendar month, a warning letter will be issued.
Letters shall inform the customer of the late cancellation and no-show policy, warn of possible suspension of service, and request the passenger to discuss their situation with YATS staff. The letter will also state an appeal period during which the customer may appeal the sanctions against them.
Any additional incident within a one-month period will result in a second warning.
A second letter within a six-month period will result in a two-day service suspension, and cancellation of subscription trip arrangements.
A third letter within a twelve-month period will result in a seven-day service suspension.
A fourth and each subsequent letter within twelve months will result in a suspension of service, and require the passenger to meet with YATS staff to discuss their situation prior to the resumption of service.
Violent, Disruptive, Illegal Behaviour
Yellowknife Transit will not tolerate any behaviour that endangers the safety of the driver, other passengers, bystanders, or pedestrians. Actions that can cause damage to City or personal property will also not be tolerated.
Any of these types of behaviour will result in a written warning. The warning will include the offense and the potential for suspension of service if the behaviour is repeated. In the case of a rider with a cognitive disability, YATS may need an attendant to accompany the rider on future trips.
YATS response to such behaviour
If an offense is repeated after a warning, YATS will respond by:
Second Incident: 30-day Suspension
A third and each subsequent incident within twelve months will result in a suspension of service, and require the passenger to meet with YATS staff to discuss their situation prior to the resumption of service.
For serious offenses, YATS reserves the right to suspend service immediately and indefinitely until such time as the rider can prove he/she is not a danger to other passengers or the driver.
Appeals
Appeals are available to people who want reconsideration of a decision with respect to service eligibility, or service suspensions or warnings. All Warning Letters will state the period available for appeals.
Appeals must provide new information, or be based on a claim of misinterpreted information. Appeals based simply on compassionate grounds should not be considered through this appeals process.
Prospective customers may appeal a decision where:
- Eligibility for transportation is denied;
- No-show or late cancellations are assessed; or
- Transportation service is suspended.
For eligibility decisions and service suspension or warnings, customers will be notified in writing, with a full description explaining the reason for the decisions. For no-show and late cancellations, customers will be informed that a no-show or late cancellation has been assessed at the time of their next booking, or by telephone in the case of a subscription trip.
For no-show and late cancellation assessments, customers may provide justification to YATS staff by phone or in person. Written support may be requested by YATS staff following the initial discussion.
For first and second warning letters, customers may provide justification to YATS staff by phone or in person. Written support may be requested by YATS staff following the initial discussion.
For third and subsequent letters and eligibility decisions, the customer must appeal in writing to the YATS Manager.