# 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.

## Regulation .09 Equitable Dockless Vehicle Access.

Balt., Md., COBRA § 14.02.01.09 (2026)

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.