Behavior & Complaint Process

Uncooperative / Offensive Behavior

Uncooperative and/or offensive behavior is defined as a customer’s persistent behavior that is found to be offensive or threatening to other customers, the driver, or the general public. Some examples are, but are not limited to, the following: offensive language, rude behavior, personal hygiene concerns, intoxication, refusal to use a seat belt, etc.

There is no smoking, eating, consuming alcoholic beverages, or carrying of firearms allowed on county vehicles.

  1. The Agency reserves the right to immediately suspend, terminate, or deny entry to a vehicle or continued stay on a vehicle to those who may pose a threat to the safety of others.
  2. Those customers who have been verbally and in writing told to stop persistent bad behavior, or who are uncooperative with services, may risk suspension or permanent termination of services.
  3. The sanctions listed above apply. You will be provided with a copy of these policies, which outline the agency’s appeal information and fair hearing information at the time of each offense.

Video Surveillance

Some WCTS vehicles have a video recording system installed. This system records areas inside and outside the vehicle. These recordings are normally overwritten after a period of one to three weeks, depending on how often the vehicle is used. WCTS does not keep archive data on all recordings, only those that involve a significant reported incident.

Complaint Process

General Complaints

The Wayne County Transportation System sends quarterly ridership surveys to a random selection of riders, who have the opportunity to provide anonymous feedback on numerous aspects of our service, as well as the opportunity to provide open-ended comments. Additionally, the Wayne County Transportation System’s procedure for handling general complaints from consumers and the general public, on an ongoing basis, is as follows:

  1. Complaints, whether reported verbally or in writing, are initially logged using the Ecolane “Service Records” logging tab. The relevant and available information is completed, and the designation of “Negative” is selected.
  2. The complaints (along with “Positive” and “Neutral” feedback) are reviewed by the Transportation Operations Manager and Transportation Director and distributed to all Transportation office staff.
  3. If a complaint is determined to be an MATP complaint, the MATP Complaints policy below is followed. Likewise, if a complaint is determined to be a Title VI complaint, the Title VI Complaints policy below is followed.

Medical Assistance Transportation Program (MATP) Complaints

A complaint is any issue, dispute, or objection you express to us about our agency, or about the coverage, operations, or policies of our MATP. If you have a complaint about our services, about how you were treated by our staff or a driver, or about our policies and procedures, please tell us. We will record your complaint, investigate it, and respond to you within 5 working days. 

  1. Inform transportation either verbally or in writing of your complaint. (The complaint will then be documented by the Agency.)
  2. If you are dissatisfied with the representative’s response or resolution, please call 570-253-4280 or 1-800-662-0780.
  3. If no resolution is reached, you may want to follow to the next level. Contact our Transportation Director at 570-253-4280 or write to The Wayne County Transportation System, 323 10th Street, Honesdale, PA 18431.
  4. If the complaint is not resolved by at least 2 levels of review at WCTS, it will be forwarded to the Office of Medical Assistance Programs in Harrisburg for review.

Title VI Complaints 


The Wayne County Transportation System is in compliance with Section 601 of Title VI of the Civil Rights Act of 1964. Any person who is, or seeks to be, a patron of any public vehicle which is operated as a part of, or in conjunction with, a project shall be given the same access, seating, and other treatment with regard to the use of such vehicle as other persons without regard to their race, color, or national origin. 

No person or group of persons shall be discriminated against with regard to the routing, scheduling, or quality of transportation service furnished as a part of the project on the basis of race, color, or national origin. Frequency of service, age and quality of vehicles assigned to routes, quality of stations serving different routes, and location of routes may not be determined on the basis of race, color, or national origin. 

Discrimination Complaint Form

Any person who believes he/she has been discriminated against should contact the Wayne County Transportation System at 570-253-4280 or the Federal Transit Administration (FTA) at: 

Federal Transit Administration 

1760 Market Street 

Suite 500 

Philadelphia, PA 19103-4124 

Telephone Number: (215) 656-7100 

FAX: (215) 656-7260