Helpful Tips

Best Time of Day to Travel

The best time of day to travel on Dial-a-Ride is between the hours of 10:00 AM and 12:00 PM. This is our least busy time and rides may be available sooner.

If You Need an Immediate Ride

If you need an immediate ride, dispatch will arrange it if possible, but if they fit you in, it is your responsibility to be ready when the bus arrives. If the driver is kept waiting while the rider runs back into the house for keys, books, etc., the bus may have to leave and you will have to re-book a ride. If the bus were to wait for every passenger, it would reduce the number of people we are able to serve, and would negatively affect other passengers who are waiting to get to their appointments on time. A driver will only wait one minute after the bus arrives to pick you up, so please be ready for the bus and come out as quickly as possible.

Boarding with a Mobility Device

SMART Dial-a-Ride is accessible to persons with wheelchairs, electric scooters, and other mobility devices. However, please keep in mind that devices exceeding vehicle standards may not be transportable.

ADA regulations allow for wheelchair passengers whose device is operated either manually or powered, to board the bus facing forward or backward. However, if you are in a manual wheelchair, and require the assistance of the driver, they will board you backwards as a safety precaution.

As an additional safety measure, we recommend that you make sure that your mobility device is maintained according to the manufacturer’s specifications and that your brakes are operable.

As per Section 37.165(c) (3) of the Department of Transportation’s ADA regulations, it is SMART’s policy that all wheelchairs and mobility devices are secured to the vehicle. Therefore, SMART may decline to provide service to a rider who refuses to allow his or her device to be secured. If you are concerned about being accommodated on any SMART vehicle, please call and we will make arrangements to assist you in determining whether you may encounter any difficulty riding SMART.

If you require additional assistance in getting to or from the vehicle we recommend that you try and arrange to have someone to assist you ahead of time or plan to travel with a Personal Care Attendant (PCA). However, our drivers may provide limited assistance between the vehicle and the first doorway, but they cannot lose sight of their vehicle and cannot assist you with any heavy lifting of packages or personal items, mobility devices, and/or your person.

People using canes or walkers and other standees with disabilities that do not use wheelchairs, but have difficulty using steps (e.g., an elderly person who can walk without use of a mobility aid but cannot raise his or her legs sufficiently to climb bus steps) will be permitted to use the lift, upon request.

SMART vehicles are wheelchair lift equipped and SMART service is in full compliance with the ADA requirements.

Passenger and Driver Seat belt Policy

All persons (passengers and driver) being transported in a SMART paratransit vehicle equipped with passenger safety belts (seat belts) is required to properly don/wear the seat belts prior to the vehicle’s movement.

The safety of our passengers and drivers is SMART’s paramount consideration and the reason for this policy, as traffic conditions may require the driver to make sudden stops, turns, or maneuvers. The wearing of a seat belt ensures a safer ride and minimizes the potential for injuries to passengers and drivers.

Passengers refusing to wear seat belts or seat belt/shoulder harnesses will not be transported on vehicles where seat beltsand/or shoulder harnesses are available to all passengers. However, exception may be made for passengers whose disability prohibits them from wearing seat belts provided the procedures set forth below are followed. Furthermore, if the vehicle does not have seat belts or passenger restraints for all seating locations (e.g., fixed route service), the mobility device user cannot be required to use theirs, although they are strongly encouraged to do so. If they refuse in such a situation, the driver is required to report the refusal to dispatch or a supervisor.

Passenger refusal or special request: If a passenger refuses a seat belt or requests the belt be worn loosely because of a disability, the operator will call into dispatch and will not move the vehicle until cleared by a supervisor or dispatch.

Compliance: This policy only applies to vehicles equipped with seat belts and shoulder harnesses (e.g. SMART paratransit vehicles). These devices are to be used by all riders, including those who use wheelchairs as well as those who use vehicle seats, if seat belts and/or shoulder harnesses are provided at seating locations, and subject to the limited exceptions noted above.

Transporting Animals

You may travel with a service animal such as a guide dog or canine companion.

What is a service animal?

The ADA defines a service animal as any guide dog, signal dog, or miniature horse individually trained to provide assistance to an individual with a disability. Service animals are not pets. They are working animals that are specially trained to provide assistance for individuals who have disabilities.

We ask that you please inform the dispatcher at the time you book your trip that you will be traveling with a service animal. Service animals must be under the control of his or her handler at all times. That means the animal should be on a leash or in a carrier. Small service animals may ride on a passenger's lap; however, service animals should never ride on bus or van seats. Service animals are trained to behave well in public. A service animal should not growl, bark or bite other animals or passengers. Supervision of a service animal is solely the responsibility of his or her handler.

Pets and other non-service animals may be carried on SMART vehicles only in a properly secured cage or carrier (this does not include pet strollers). If you require clarification as to what ADA regulations have defined as a service animal please call.

It is your responsibility to advise SMART of this before booking your ride.

Drivers are not permitted to:

  • Come looking for you
  • Lose sight of their vehicle
  • Knock on your door
  • Lift or carry you
  • Carry you or your wheelchair up or down steps
  • Bring your ticket order envelope to the SMART ticket sales office
  • Change your scheduled trip

Our drivers are not allowed to change your scheduled trip times or addresses. If you have a problem or complaint, please do not try to resolve it directly with the driver. In addition, please do not argue with our dispatchers about the details of your trip.

In the event that you experience a problem, we have staff to follow up the details of your situation and resolve it. Please refer to the section “Complaint Resolution”.

Customer Service

SMART welcomes your compliments, complaints, and suggestions. We are committed to using customer input as a tool to improve the quality of service.

It has been our experience that most problems can be easily resolved. Our entire staff wants to serve you as efficiently and professionally as possible. However, if you do not call and make us aware that you are having a problem, the problem may persist.

We are committed to protecting the confidentiality of our riders. However, please keep in mind that anonymous service complaints cannot receive responses.

Complaint Resolution

Because it is important to us that all of our riders have a pleasant experience on our system we welcome your comments, complaints, and suggestions.

If you experienced a problem, please contact us as soon as possible. Our dispatch center is equipped with a computer system that stores video and audio tracks all of our rides. The sooner you let us know about the problem, the easier it is for us to research what may have occurred and to respond back to you quickly.

To file a complaint, please provide the following information:

  • Your name, address and telephone number
  • Date and time of the incident
  • Details of the incident, along with the bus number if applicable

All comments may be submitted by mail to:

29799 SW Town Center Loop E
Wilsonville, OR 97070

You will be notified by mail/ e-mail or phone advising you of the determination.

Notice of Rights under Title VI

SMART operates its programs and services without regard to race, color, and national origin in accordance with Title VI of the Civil rights Act. Any person who believes she or he has been aggrieved by and unlawful discriminatory practice under Title VI may file a complaint with SMART.

For more information on SMART’s civil rights program, and the procedures to file a complaint, contact, (503) 682-7790, email ADA@ or visit our administrative office 28879 Boberg Road, Wilsonville, OR 97070 and request to speak with the Supervisor on duty.

A complainant may file a complaint directly with the Federal Transit Administration by filling a complaint with the Office of Civil rights, Attention: Title VI Program Coordinator, East Building, 5th Floor – TCR, 1200 New Jersey Ave, SE, Washington, DC 20590.

If information is needed in another language, contact (503) 682-7790

Si se necesita información en otro idioma, llame al (503) 682-7790.