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ADA Fixed Route Complaints

Notice & Grievance Procedure for Complaints
of Discrimination Based on Disability

I. RT has established a process for investigating and resolving complaints alleging discrimination based on disability regarding RT services, programs, and facilities pursuant to 40 CFR 27.7; 28 CFR 35.130, 35.140, 35.149. These regulations implement provisions of Section 504 of the Rehabilitation Act of 1973 and Title II of the Americans with Disabilities Act of 1990. This Notice and Grievance Procedure is adopted pursuant to 28 CFR 35.107 and 49 CFR 27.13. Copies are available at RT's main office and Downtown Service Center.

II. RT's Accessible Services Director or his/her designee shall be responsible for overseeing investigations and responses to complaints of discrimination based on disability. Upon request, RT shall provide complainants the name and phone number of the RT employee responsible for investigating the complaint. Required Information: Complainant's name, address, phone number, route number, date, time, location, direction and details. Complaints with incomplete information may result in delayed investigations and responses.

RT cannot respond to complaints without the complainant's mailing address. How to File a Complaint: Complaints regarding prohibited discrimination based on disability may be submitted to RT as follows:

1. By Telephone to RT's Customer Advocacy Department, 916/557-4545,
TDD 916/483-HEAR (4327)
for the hearing impaired.

2. In Writing to the Customer Advocacy Department, Regional Transit, P.O. Box 2110, Sacramento, California 95812-2110. Passenger Service Report (PSR) forms are also available upon request. Complaints may also be faxed to 916/456-1752. 3. In Person at RT's main office, 1400 29th Street (corner of 29th & N Street), 8 a.m. to 5 p.m., Monday through Friday. PSR forms are available, or complaints may be given verbally to a Customer Advocacy Representative. It is advisable to call RT in advance to schedule an appointment (557-4545). RT's Customer Advocacy Representatives (557-4545) will take complaints from the public by phone or in person. The Representative will offer instructions on how to file a written complaint. Before concluding the interview, the Representative will ask if the complainant wishes to have the information reviewed for accuracy and will make any requested corrections.

Acknowledgement of Complaint Receipt:
Within seven days after receipt of the complaint, a letter will be sent to the complainant that includes all of the following:

1. Acknowledgement that their complaint has been received and forwarded for investigation.

2. The date by which a response will be sent to the complainant.

3. How to contact RT if the complainant does not receive a response by that date. Investigation of Complaint: The designated RT employee will investigate the complaint and respond in writing within a reasonable time, not to exceed 30 days from receipt of the complaint. The response will set out a process for resolution of the complaint. If no action is taken, the response will state the reasons for the decision and the procedures for the complainant to appeal the decision. (RT employee personnel files are confidential; therefore, specific information on disciplinary actions resulting from complaints will not be divulged.) Appeal of Decision: If the complainant wishes to appeal RT's decision, the complainant shall make a request for a hearing in writing or other fixed format (such as audio tape) within 30 days from receipt of the response.

The complainant shall submit the request for a hearing to the RT General Manager/CEO, either by mail to P.O. Box 2110, Sacramento, CA 95812-2110, or in person at 1400 29th Street. The complainant may use an RT appeal form which is available by mail or in person from RT's Accessible Services office, which can be reached at 916/557-4685, FAX 916/455-3924. Appeal Process: Within 15 days from receipt of the request for hearing, the General Manager/CEO or his/her designee (who has not previously been involved in the investigation of the original complaint) shall schedule a meeting to hear the complaint. The meeting shall be held at an accessible location within 30 days from receipt of the request for hearing. If desired, the complainant may be represented by a person of his/her choice. The General Manager/CEO or his/her designee shall issue a final determination in writing within 21 days after the meeting.

Time Limits:
The parties may extend any time limit set out above by written agreement.

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