Rider Policies

1. When the vehicle arrives at passenger’s home, this starts the passenger’s five minute boarding time. The driver may attempt to get a response by using the horn where allowed.

2. If the passenger is not on the van within five minutes, the driver will mark the passenger as a no-show and move on to the next pick up.

3. If a no-show occurs, all subsequent trips on the same day will remain on the schedule unless the rider specifically cancels the trips. To avoid multiple no-shows on the same day, riders are strongly encouraged to cancel any subsequent trips they no longer need that day.

4. OUTS will notify the agency on a daily basis of any no-shows.

5. OUTS understands passengers may miss scheduled trips or be unable to cancel trips in a timely manner for reasons that are beyond their control. OUTS staff will ensure accuracy before recording them in a passenger’s account.

6. Suspension of transportation will occur if a passenger shows a pattern or practice of missing scheduled trips.

7. If a passenger is riding under an OUTS program, the suspension process is as follows:

  • 1st occurrence = no action taken
  • 2nd occurrence = warning letter mailed to passenger’s residence
  • 3rd occurrence = passenger transportation service is suspended for 30 days.
  • 1st occurrence after reinstatement = service terminated until next fiscal year
  • Any further occurrences = service may be terminated indefinitely

8. To dispute a no-show, the passenger will need to contact the office via phone, email, or website to explain the circumstances and request the removal of the no-show. Passengers must contact the office within five (5) business days of receiving the suspension letter.

9. NO SHOW POLICIES VARY FOR EACH AGENCY. PLEASE MAKE SURE YOU CHECK WITH YOUR AGENCY TO FIND OUT THEIR NO SHOW POLICY.

A passenger’s transportation can be terminated by OUTS due to misconduct, disruptive, abusive, or inappropriate behavior towards other passengers or driver. This behavior will not be tolerated.

1. North Carolina Law requires the driver and all passengers to wear seatbelts and the shoulder harness attached to the vehicle when the vehicle is in motion. Passengers will be denied transportation services if they choose not to abide by the seat belt policy.

2. No person will be permitted to board any vehicle unless:

  •  The person is a bona-fide fare paying passenger
  • The person’s name appears on the driver’s manifest
  • The person has been verbally added to a schedule by the dispatcher
  • The person is an OUTS employee

3. Five minutes is the maximum waiting time for any scheduled passenger. Repeated delays by the same passenger will be reported to the supervisor for appropriate action.

4. Eating, drinking, and the use of tobacco products including electronic cigarettes are not permitted on the vehicle.

5. Use of profanity is not allowed. Continual use of profanity may result in suspension of service.

6. Misbehavior on the van will not be tolerated. Examples of misbehavior include but are not limited to: a passenger not remaining seated and/or buckled when the van is in motion, yelling or talking loudly, and fighting on the vehicle.

7. Two (2) carry on items (i.e., grocery bags, backpacks, etc.) are limited to availability of space and whether the passenger can safely control and handle them. Passengers must secure items by holding them in their lap.

8. Lack of personal hygiene is offensive to others. Passengers should be clean before boarding the vehicle.

9. No horseplay of any kind is allowed.

10. Possessions of alcohol and/or illegal drugs are not allowed. Prior use of alcoholic beverages or illegal drugs before boarding the vehicle will result in denial of transportation.

11. Weapons (knives or firearms and other items that may be used as a weapon) WILL NOT be allowed on an OUTS vehicle.

12. No inappropriate display of affection or sexual activity with the driver or another passenger.

13. No release of human waste, including spitting, on the vehicle will be permitted. This does not include instances of vomiting due to treatments, medication, illness, or disability.

14. Aside from the collection of fares, drivers will have no other financial dealing with passengers. This includes but is not limited to the borrowing or lending of money, the acceptance of monetary gifts or the acceptance of tips or other remuneration for services rendered.

15. Infraction of van rules and regulations could result in termination or suspension from riding the vehicle. However, if it is decided that a passenger will be suspended for an offense, the following is the suspension policy for passengers:

  • First offense 3 days
  • Second offense 5 days
  • Third 10 days

After the third offense OUTS may suspend the offender for an indefinite period or terminate all transportation privileges.

The driver will reserve the right to refuse transport to any passenger who appears to be intoxicated or under the influence of drugs.

Onslow United Transit System, Inc. requests that all passengers conduct themselves with courtesy and consideration to the driver and other passengers. OUTS van rules are to be obeyed. The driver will monitor on-vehicle behavior. All instructions from the driver are to be followed by the passenger. OUTS reserves the right to refuse service based on violation of agency rules and regulations. OUTS van rules are posted on all vehicles and a copy is available upon request. At no time can OUTS force a passenger to ride the vehicle.

OUTS is committed to being responsive to passenger experiences about transportation services and welcome feedback. Any comments/complaints may be addressed by calling the Executive Director or Chief Operations Officer at (910) 346-2998; submitting it online through OUTS website; or in writing to the following address:

Onslow United Transit System, Inc.
Executive Director
PO Box 1548
Jacksonville, NC 28541

Comment and complaint procedures are as follows:

  1. The Executive Director will review the complaint and if needed obtain further details from the passenger within 24-48 hours.
  2. Personnel interviews and data investigation will be conducted, if necessary, within 24-48 hours.
  3. Corrective measures will be taken upon completion of investigation immediately.
  4. The passenger making the complaint will be notified within five (5) working days of the status of the complaint.
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