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31 appeal must be received by UTA within 5 calendar days after the date SUMMARY of the written decision in Step #2, from the Riverside Division Manager. This chapter highlights examples of innovative practices Contact Information: identified from an examination of the no-show and late can- Address: Utah Transit Authority cellation policies submitted by 63 transit agencies, supple- P.O. Box 30810 mented by telephone interviews with paratransit managers at Salt Lake City, UT 84130-0810 Attention: selected properties. Customer Support Instead of describing examples of no-show/late cancella- Administrator Salt Lake Area 287-4672 tion policies in their entirety, the policies were analyzed to Toll Free 1-888-743-3882, ext. 4672 highlight innovative practices in the following six categories: Fax 287-4565 TTY 287-4657 (1) passenger incentives, (2) alternative approaches, (3) tech- nology as a tool, (4) documentation and record keeping, (5) ADA Compliance beyond the rider's control, and (6) passenger information. Officer Salt Lake Area 287-3536 Toll Free 1-888-743-3882, ext. 3536 FAX 287-4675 In chapter five, the findings of this project are synthesized into a list of those features to consider when developing ALTERNATE FORMAT UPON REQUEST no-show/late cancellation policies.