Muni Access Guide > Chapter 5: Customer Rights and Responsibilities
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Muni strives to provide safe, efficient, reliable and accessible transit service. Efforts include focusing on vehicle maintenance (including maintenance of accessibility equipment), and on providing timely information about service changes and special events. In addition Muni emphasizes the requirements of the Americans with Disabilities Act (ADA) and disability awareness in all operator training programs. Through these efforts Muni works to provide our customers with a high level of service.
Wheelchair user boarding Muni bus
Customers can expect operators to:
Note: There are a few stops where lift and ramp deployment is not recommended because of steep grades or insufficient space for the customer to get off the lift once it has been lowered. These stops are clearly marked by the stop bar with hazard triangle symbol painted on the street.
Embarcadero Muni station boarding platform
We also ask you, our customer, to follow Muni rules, to be aware of your fellow passengers and to be sure to communicate your transit needs to operators.
We ask Muni customers to:
Muni relies on feedback from customers, both negative and positive, to help us continue to provide good transit service. We encourage customers to let us know if they encounter difficulties with an operator or have problems with faulty equipment. To report an equipment problem, or make a complaint about an operator, please provide the following information:
Muni bus identification number in raised print and Braille
Muni staff will attempt to identify the operator using the information you provide, so the more information you can give the better. Muni Passenger Services staff will send you a letter acknowledging receipt of your report and indicating appropriate action taken.
Customers can file a complaint by phone at 311 (TTY 415.701.2323) or at www.sfmta.com. For complaints specifically related to accessibility please contact Accessible Services at 415.701.4485 (TTY 415.701.4730).
For customer complaints about possible ADA violations by the operator, SFMTA management will attempt to identify the operator using the information provided. If the operator is identified the customer will be invited to attend an administrative hearing with the operator, his or her union representative and a neutral hearing officer. The hearing officer will hear testimony from all the parties and make a determination.
Muni operator identification number
Security on board Muni vehicles and in stations is provided by the Muni Response Team (MRT). The MRT is comprised of San Francisco Police Department officers and provides a regular police presence to reduce criminal opportunity and promote safety and security.
In addition, the Muni Transit Assistance Program (MTAP) assigns young adults from disadvantaged neighborhoods to ride Muni vehicles during certain hours in order to diffuse tension and discourage violence and vandalism on the Muni system. MTAP staff will assist Muni operators by insuring the front seats are made available for seniors and persons with disabilities in accordance with the Americans with Disabilities Act.
Muni Response Team member on the T-Third
311 Free language assistance / 免費語言協助 / Ayuda gratuita con el idioma / Бесплатная помощь переводчиков / Trợ giúp Thông dịch Miễn phí / Assistance linguistique gratuite / 無料の言語支援 / 무료 언어 지원 / Libreng tulong para sa wikang Tagalog / คว“มช่วยเหลือท“งภ“ษ“โดยไม่เส’ยค่าใช้จ่าย
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