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- What address can a rider use to make a connection with Ventura County?
- There is no official connection point between LA and Ventura County, we do suggest the riders use the following addresses, since they have been evaluated by Access Services staff and are public locations. These addresses are all in the city of Westlake Village: 3435 E Thousand Oaks Blvd, US Post Office 4711 Lakeview Canyon Rd, strip mall in front of the Regency Movie Theater 887 S Westlake Blvd, Carl’s Jr Restaurant
- Who do I contact with questions regarding a procurement?
- You may send an email to purchasing@asila.org or call 213-270-6000.
- Does Access provide the vehicles for use in its transportation service contracts?
- Access generally provides the majority of the vehicles needed by a transportation service contractor. For information regarding a specific procurement, please address your questions to purchasing@asila.org.
- How do I become a vendor?
- Select the "Register As Vendor" link under the "Doing Business With Us" section and fill out the required information. Once you submit the information, you will receive a confirmation email that will allow you to manage your account, including resetting your password.
- Can I mail in my application to become eligible for the service? I have a doctor’s note stating my disability.
- A rider must come in for an evaluation when first applying for the service. Though your doctor's note can tell us about your medical condition, only the evaluators can determine your functional ability to use accessible public fixed route transportation.
- I lost/misplaced my ID card, how can I get a replacement card?
- Send a check or money order for $3.00 to: Access Services Attn: Replacement Card PO Box 5728 El Monte, CA 91734 Include your name, home address, home phone, and Rider ID number. Be sure to report the missing card to Customer Service. We will permit you to use the service without ID while waiting for your new card. If a check is sent, there is a 10 day hold for bank clearance before the replacement card can be processed.
- How do I renew my eligibility?
- A renewal letter is sent at least one month prior to the expiration date of your eligibility. Follow the instructions on the letter. If you have not received the renewal letter or have misplaced it, you may call Customer Service at 800-827-0829 option 1
- How do I get a standing order ride?
- You can call the reservation department and request to speak to the standing order department at 800-883-1295.
- Can I use the service while waiting for my eligibility determination?
- You will not be able to use the service while waiting for a response. You will be notified by mail within 21 days of your interview date
- How do I file a complaint?
- You can file a complaint by sending an email, writing a letter, or placing a phone call. Visit the “Contact Us” section for more details.
- When should I call the Operations Monitoring Center (OMC)?
- A rider should call the OMC if their vehicle doesn't arrive after the 20 minute window has elapsed
- Can the Operations Monitoring Center book a trip?
- No. If the rider needs to book a next day reservation, they will need to call the reservation department at 1-800-883-1295.
- Why do I sometimes not receive callouts?
- When a vehicle arrives at a pick up address, the driver or a dispatcher may call the rider to let them know their vehicle has arrived. For various reasons this is not always possible, therefore it is recommended that the rider waits outside by the curb for their vehicle at the scheduled pick up time. Callouts are not guaranteed.
- If I am having a medical emergency and needs a vehicle right away, can the Operations Monitoring Center send me a backup vehicle?
- No. Access Services is not an emergency transportation company. The OMC will refer the rider to dial 911 or go to the nearest hospital.
- What are the fares for riding with Access?
- For trips up to 20 miles the fare is $2.25. Over 20 miles is $3.00. Certain exceptions apply. For details of the fares, go to http://www.asila.org/news_and_events/fareservice.html