Non-Discrimination Policy
Non Emergency Medical Ride LLC is committed to providing access to our scheduled non-emergency medical transportation services without unlawful discrimination. We aim to treat passengers, families, caregivers, healthcare-facility contacts and website visitors with dignity, respect and fairness while making transportation decisions based on legitimate trip, mobility, safety, vehicle-capacity and scheduling requirements.
Equal Access
Our policy prohibits unlawful discrimination in company-controlled transportation interactions.
Disability Access
We review disability-related accommodation and reasonable-modification requests.
Communication Support
Contact us if a communication barrier makes it difficult to request transportation.
Report a Concern
Passengers and caregivers may contact us directly about discrimination or retaliation concerns.
Fair Access to Non-Emergency Medical Transportation
Non Emergency Medical Ride LLC is committed to providing scheduled non-emergency medical transportation in a manner that does not unlawfully discriminate against passengers, prospective passengers, family members, caregivers or others interacting with our company.
This policy applies to company-controlled activities such as transportation inquiries, ride-request review, customer communications, confirmed trips, website interactions and complaint handling.
Our service is private-pay and transportation is subject to legitimate operational considerations. Equal treatment does not mean every requested trip can always be accepted; it means decisions should not be based on unlawful discrimination.
Characteristics Protected by Applicable Law
Our company policy prohibits unlawful discrimination based on characteristics protected by applicable federal, state or local law. Depending on the law and circumstances, these may include:
The exact categories protected by law can vary by jurisdiction and by the type of service or transaction involved. This list communicates our broad company policy and does not limit any rights provided by applicable law.
What May Legitimately Affect Whether a Trip Can Be Accommodated
A transportation request may be accepted, modified, rescheduled or declined for legitimate transportation or safety reasons that are unrelated to a protected characteristic.
Legitimate Transportation Factors
Vehicle availability, route, scheduling, requested transportation type, patient weight, mobility needs, wheelchair or stretcher requirements, stairs, equipment, safe loading, vehicle capacity and other relevant operational conditions.
Improper Discriminatory Factors
A decision should not be based on prejudice, stereotypes, harassment or unequal treatment because of a characteristic protected by applicable law.
Disability or Mobility Equipment Is Not, by Itself, a Reason for Unequal Treatment
We do not intend to deny a passenger access to our services merely because the passenger has a disability, uses a wheelchair, uses another mobility aid or needs disability-related assistance.
The requested transportation still must be compatible with the passenger’s actual transportation needs, vehicle capacity, equipment, pickup and destination access conditions and safe operating requirements.
A disability-related request that cannot be accommodated by the originally requested transportation option may require a different vehicle, transportation mode, schedule or another adjustment if one is reasonably available.
Our Accessibility Statement explains how to report digital-access barriers or request help using the website and online ride-request process.
Requests for Disability-Related Modifications
A passenger, family member, caregiver or authorized requester may contact us to request a reasonable modification that is necessary because of a disability.
We review requests based on the circumstances of the trip. A requested modification may not be available when it would create an unsafe condition, require services or equipment we do not provide, fundamentally change the nature of the transportation service, or otherwise cannot reasonably be provided for the requested trip.
If the requested modification cannot be provided exactly as requested, we may discuss another transportation option or communication method when one is reasonably available.
Tell Us if a Communication Barrier Is Preventing Access
We aim to communicate transportation information in a clear and respectful manner. If a disability, language barrier or communication need makes it difficult to understand or submit a transportation request, contact us and explain the assistance needed.
Depending on the circumstances and available resources, we may be able to provide an alternative communication method, allow an authorized family member or caregiver to assist, or otherwise help the requester communicate the trip details.
Discriminatory Harassment and Retaliation Are Not Acceptable
Our policy prohibits discriminatory harassment in company-controlled interactions and prohibits retaliation against a person for:
- Raising a good-faith discrimination concern.
- Requesting a disability-related accommodation or reasonable modification.
- Reporting an accessibility barrier.
- Participating in an internal review of a complaint.
- Exercising a right protected by applicable law.
This policy also expects passengers, caregivers and other people interacting with our staff to avoid threatening, discriminatory or harassing conduct.
How to Report Discrimination, Harassment or Retaliation
If you believe you experienced discrimination, harassment or retaliation involving Non Emergency Medical Ride, contact us as soon as reasonably possible.
Helpful information can include:
- Your name and preferred contact information.
- The passenger’s name, when different and appropriate.
- The date of the incident or transportation request.
- The pickup and destination or trip reference, if relevant.
- A description of what happened.
- The reason you believe the treatment was discriminatory.
- Names of people involved, when known.
- Documents, screenshots or communications that may help explain the concern.
- The resolution or accommodation you are requesting.
Do not send unnecessary medical records or highly sensitive personal information merely to submit a discrimination concern.
What Happens After You Contact Us
The exact review process may depend on the issue, but a discrimination concern can generally involve the following steps:
Concern Received
We receive the report and identify the transportation, website or customer-service interaction involved.
Information Reviewed
Available trip information, communications and relevant facts may be reviewed to understand what occurred.
Response or Follow-Up
We may request more information, explain the outcome, discuss an accommodation or take appropriate corrective action when warranted.
Review timing varies based on the issue and information available. Nothing in this internal process prevents a person from using any external complaint or legal process available under applicable law.
Complaint Information Is Handled for Review and Business Purposes
Information submitted with a discrimination or accommodation concern may be used to investigate the report, communicate with the people involved, improve operations, respond to legal obligations or protect legitimate business and safety interests.
Information may need to be shared with personnel or service providers who reasonably need it to review or respond to the concern. We do not promise absolute confidentiality when disclosure is necessary for investigation, safety or legal reasons.
Review our Privacy Policy for additional information about how personal information is handled.
External Facilities and Platforms May Have Their Own Policies
Transportation may involve destinations such as hospitals, clinics, dialysis centers, rehabilitation facilities, residential communities or other third-party locations. Those organizations control their own staff, premises, policies and conduct.
Our website may also link to or use third-party platforms, maps, communication services or other technologies. Concerns involving a third party may need to be addressed with that third party as well as with us when our conduct is involved.
We May Update This Policy
We may revise this Non-Discrimination Policy as our services, operations or applicable requirements change. The “Last updated” date at the top of the page identifies the current posted version.
This policy should be read together with our Accessibility Statement, Privacy Policy and Terms of Service.
Non-Discrimination Questions, Accommodation Requests and Complaints
Non Emergency Medical Ride LLC
Registered in Montana
Head office: Montana
California operation: Los Angeles County
Phone:
909-301-4850
Email:
info@nonemergencymedicalride.com
Non-Discrimination Policy FAQs
Direct answers about disability access, accommodations, transportation decisions, retaliation, complaints and Los Angeles County non-emergency medical transportation.
What is Non Emergency Medical Ride LLC’s non-discrimination policy?
Non Emergency Medical Ride LLC is committed to providing access to its non-emergency medical transportation services without unlawful discrimination based on protected characteristics under applicable law.
Can transportation be refused because of a disability or wheelchair use?
A passenger should not be denied transportation because of a protected disability. However, a specific trip may need to be modified, rescheduled or declined when the requested transportation cannot safely accommodate the passenger’s actual weight, mobility, equipment, stairs, access conditions or other transportation requirements.
Do you provide reasonable modifications for passengers with disabilities?
We review reasonable requests for modifications related to access to our transportation services when they are necessary because of a disability and can be provided without creating an unsafe condition, fundamentally changing the service, or otherwise exceeding what is reasonably available for the trip.
What if I need help communicating with your team?
Contact us by phone, email or WhatsApp and explain the communication barrier or accommodation requested. We will try to provide a reasonable alternative communication method when available.
How do I report discrimination or harassment?
Email info@nonemergencymedicalride.com or call 909-301-4850. Please describe what happened, the date, the transportation request or trip involved, and any information that can help us review the concern.
Will I be penalized for making a discrimination complaint?
Our policy prohibits retaliation against a person for raising a good-faith discrimination concern, requesting an accommodation, or participating in an internal review.
Does this policy apply to the Los Angeles County service area?
Yes. Non Emergency Medical Ride LLC is registered and headquartered in Montana and operates a California base serving Los Angeles County. This company policy applies to our California transportation operations as well as other company-controlled interactions.
Can a family member or caregiver raise a concern for a passenger?
Yes. A family member, caregiver or other authorized person may contact us about a discrimination, accessibility or communication concern involving a passenger.
Does this policy guarantee that every transportation request will be accepted?
No. Transportation remains subject to availability, vehicle capacity, route, scheduling, accurate passenger information, transportation type, safety and whether the passenger’s needs can be accommodated by the requested service. Those decisions should be based on legitimate transportation or safety factors rather than unlawful discrimination.
Is this an emergency ambulance service?
No. Non Emergency Medical Ride provides scheduled non-emergency medical transportation. If someone is experiencing a medical emergency, call 911.
Need a Medical Ride or Help With an Access Concern?
Request scheduled non-emergency medical transportation in Los Angeles County, or contact us if discrimination, disability access or communication is affecting your ability to use our service.