Regulation .09 Equitable Dockless Vehicle Access.
Current through 2026-01-20. Source: COBRA Register Volume 04, Issue 02. Published by the Baltimore City Department of Legislative Reference.
Balt., Md., COBRA § 14.02.01.09 (2026)
Regulation .09 Equitable Dockless Vehicle Access.LinkCopy Citation
A.
Cash Payment Plans.
(1)
A permit holder shall:
(a)
Provide the option to rent a dockless vehicle using a cash payment;
(b)
Offer at least one cash payment location in each deployment district;
(c)
Identify the following on its website and mobile application:
(i)
The process for making a cash payment; and
(ii)
The locations where a cash payment option is available;
(d)
Provide an instruction document to the Department that summarizes the process to sign up for a cash-payment plan; and
(e)
Inform a user of the availability of cash payment option:
(i)
During initial sign-up; and
(ii)
Via email at least twice annually.
(2)
The Department shall post the instruction document provided for in <cite data-path="14.02.01.09|A.|(1)|(d)">§A(1)(d) of this regulation</cite> to the Department website.
B.
Non-Smartphone Plans.
(1)
A permit holder shall:
(a)
Offer the option to rent a dockless vehicle without the use of a smartphone;
(b)
Identify the process to rent a dockless vehicle without using a smartphone on its website and mobile application;
(c)
Provide an instruction document to the Department that summarizes the process to sign up for a cash-payment plan; and
(d)
Inform a user of the availability of cash payment option:
(i)
During initial sign-up; and
(ii)
Via email at least twice annually.
(2)
The Department shall post the instruction document provided for in <cite data-path="14.02.01.09|B.|(1)|(c)">§B(1)(c) of this regulation</cite> to the Department website.
C.
Low-Income Plans.
(1)
A permit holder shall offer a low-income plan to users with an income level at or below 200 percent of the federal poverty guideline.
(2)
A permit holder shall approve a low-income user by obtaining:
(a)
Preapproval from a referral agency; or
(b)
Proof of assistance, including:
(i)
Local assistance;
(ii)
State assistance; or
(iii)
Federal assistance.
(3)
A permit holder shall ensure a low-income plan:
(a)
Waives an unlock fee for at least four rides per day; and
(b)
Offers a minimum 80 percent discount on rental fees for at least four rides per day.
(4)
A permit holder shall:
(a)
Describe the process to sign up for a low-income plan on the dockless vehicle:
(i)
Website; and
(ii)
Mobile application;
(b)
Notify the Department of a change to verification methods for low-income customer plans;
(c)
Provide an instruction document to the Department that summarizes the process to sign up for a low-income plan;
(d)
Inform a user of the availability of cash payment option:
(i)
During initial sign-up; and
(ii)
Via email at least twice annually.
(5)
The Department shall post the instruction document provided for in <cite data-path="14.02.01.09|C.|(4)|(c)">§C(4)(c) of this regulation</cite> to the Department website.
D.
Customer Service Phone Lines.
(1)
A permit holder shall maintain a live, multilingual 24-hour customer service phone line.
(2)
If a caller is required to leave a voicemail when calling the customer service phone line, a permit holder shall respond with a call back within two hours.
(3)
A permit holder shall provide a translation or call back within four hours when a message is left by a customer in:
(a)
Spanish;
(b)
French;
(c)
Mandarin Chinese; or
(d)
Korean.
E.
Web Accessibility.
Within 120 days of receiving a permit, a permit holder shall ensure that its software application used for vehicle rental and website are accessible to visually impaired individuals consistent with the latest WCAG standards.