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Policies and Procedures

Treating people fairly is a big part of providing the best possible experience for our customers, our business partners and our employees. You can find some ways we do that – as well as the phone number for our compliance hotline – right here!↩

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Code of Ethics


Download our Code of Ethics (.pdf)
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Translation Services

RTS is pleased to provide its customers with access to Language Line Personal Interpreter Services as an efficient way for our non-English speaking customers to communicate with Customer Service Representatives and RTS Access Schedulers during all business hours.  This is a free service for RTS customers.

  1. Call: 585-288-1700 for RTS   -or-   585-224-8330 for RTS Access
  2. Request translation
  3. The Customer Service Rep with then contact our translation service (you may be placed on a brief hold) and then you will be asked to state the language requested.

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View the Freedom of Information (FOIL) Policy (.pdf)


Submit a FOIL Request by completing our online form (opens in new window)  


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Medicaid Compliance Hotline

 RTS is committed to compliance with ALL NYS and Federal Rules & Regulations, including Medicaid, and has strict policies and procedures in place to ensure adherence to both State and Federal rules and regulations. In the RTS’ continuing efforts to provide open access to our employees, we offer a confidential hotline for use in reporting any questions or concerns about any procedure that is currently being followed. Should an employee have a related question or concern, please feel free to call the Medicaid Compliance Hotline at 585-482-4368. This line is not connected to RTS’ recorded telephone system; it does not have caller ID and will only record the information you provide, therefore, you may remain anonymous if you choose. All concerns voiced on this hotline will be investigated. However, if a caller choses to remain anonymous, he or she will not receive any follow up communication as to the outcome of any warranted investigation.  


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Centers for Medicare & Medicaid Services (CMS) Transparency in Coverage

 As required by the federal Transparency in Coverage rules, here are machine-readable files containing the amounts paid for medical services.


Please note that these files are designed for developers or data aggregators and are not consumer friendly. Members are encouraged to use the Excellus BCBS Estimate Medical Costs Tool instead. 


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Rules of Conduct for Transit Vehicles, Facilities, and Properties


Download the Rules of Conduct for Transit Vehicles, Facilities, and Properties (.pdf)


Accessible for Screen Readers – Westlaw NYCRR Version of the Rules of Conduct for Transit Vehicles, Facilities, and Properties 


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Equal Opportunity Policy


View our equal opportunity policy  


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View RTS’ by-laws (.pdf)  

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Learn more about our DBE & MWBE Policies.  

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RGRTA Advertising Standards 

View RGRTA's Advertising Standards   (.pdf)  


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RTS Contest and Promotional Rules


View RTS Contest and Promotional Rules  (.pdf)  



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Lobbying Policy


View RGRTA’s Lobbying Policy  (.pdf)  


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Surplus Property Disposition Policy and Procedures


Surplus Property Disposition Policy and Procedures (.pdf)  



Social Media Use Policy


View our Social Media Use Policy (.pdf)  


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Whistleblower Policy and Procedure


View Whistleblower Policy & Procedure (.pdf)


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