New privacy requirement may impact health care, residential care and social service providers

Metro Bus respects the privacy of our passengers. To protect their privacy, Metro Bus requires written authorization from passengers regarding who may communicate with Metro Bus on the passenger’s behalf. This requirement is effective May 1, 2019, and impacts all passenger communications, such as scheduling and cancelling rides, appealing no-shows and suspensions, as well as discussion about any other issues or concerns. This requirement will be in effect for passengers on any Metro Bus service: Fixed Route, Dial-a-Ride, ConneX and Northstar Link.

How to provide authorization: The authorization is provided through the completion of the Metro Bus Passenger Release of Information (PROI) form. This form was mailed to all Dial-a-Ride customers earlier this year and is available for everyone on the Metro Bus website. If the passenger has a legal guardian (Power of Attorney, Conservator, etc.) who is responsible for their well-being, proof of the legal guardianship is required.

Special Note for Caregivers, Health Care providers, Social Workers, Group Homes and Nursing Homes: This requirement impacts staff who often schedule rides on behalf of their patients/residents. In order for staff from these facilities to schedule or cancel rides or talk about any issues with Metro Bus on behalf of the facilities’ clients, the facility or caregiver must be listed on the Passenger Release of Information form signed by the passenger or their legal guardian. Remember, if a legal guardian is authorizing, Metro Bus must have proof of the legal guardianship.

Download the form here:


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