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(a) Be registered for the program and keep contact and emergency information current. — (b) Be ready for pickup 15 minutes prior to the requested time. (c) Call dispatch (716-858-7433) when ready for a return trip; do not call the driver directly. (d) Return to the area or entrance where they were dropped off for their return pickup; notify dispatch if the return location changes. (e) Adhere to the four-bag limit for shopping trips. (f) Cancel trips as soon as they know the ride is no longer needed, to allow the slot to be offered to another client. (g) Not be sick when riding; if sick, stay home and alert dispatch as early as possible. 13.2 Suspension and Termination. Riders who frequently abuse the four-bag limit, are not ready at their requested pickup times, cancel the day of the trip without notifying dispatch, or ask drivers to make additional stops between destinations may have their ability to use transportation services suspended or revoked. Continued and habitual no-shows or cancellations at the door may lead to suspension or termination. Behavior such as offensive comments, discrimination, rudeness, disrespect, or threats/acts of violence will be considered for immediate suspension or termination. Smoking or vaping on the van will be considered for immediate suspension or termination. Section 14. Complaints Clients may file a complaint using the Going Places Passenger Complaint Form and submit it to the Erie County Department of Senior Services. Complaints involving discrimination of any kind may be filed using the ADA/Title VI Complaint Form and sent to the Erie County Division of Equal Employment Opportunity, Title VI/ADA Coordinator, 95 Franklin St, Room 931, Buffalo, NY 14202; phone (716) 858-7542. Complaints may also be filed with the New York State Department of Transportation, Office of Civil Rights, 50 Wolf Road, 6th Floor, Albany, NY 12232 or the Federal Transit Administration, Office of Civil Rights. Section 15. Compliance with Law The Town shall operate the Senior Van in compliance with all applicable federal, state, county, and local laws, rules, regulations, and policies, including the Americans with Disabilities Act, Section 504 of the Rehabilitation Act, 49 U.S.C. § 5310, and all terms of the Lease and Service Agreement and the Erie County Program Contract. Section 16. Non-Discrimination The Town shall not discriminate against any patron or operator on the basis of race, creed, color, national origin, sex, age, disability, marital status, sexual orientation, or citizenship status. The Town shall make special efforts to ensure that services are accessible to elderly individuals and individuals with disabilities. 9801261v6