Accessibility

The Detroit People Mover (DPM) remains committed to providing public transportation that is quick, efficient and most of all, safe for its patrons, including those among the disabled communities.

ACCESSIBILITY NOTICE - MARCH/APRIL 2019

Temporarily Out-of-Service

Escalators: Michigan and Times Square Stations / Elevator: Joe Louis Arena Station

ADA ACCOMMODATIONS

People Mover Stations and Trains

Tactile tiles alert customers who are blind or visually impaired that they are getting close to the station's platform edge. 

Interior vehicle areas include a retractable seat which draws upward to allow spacing and secure restraint of a wheelchair in each train. 

Wheelchairs & Scooters

The People Mover stations and vehicles also accommodate electric scooters used by patrons with disabilities. We recommend use of the brake system equipped on the scooter, as these types of chairs are not made for our wheelchair securements on each train (manual, non-powered chairs only).

Interior vehicle areas include a retractable seat which draws upward to allow spacing and secure restraint of a manual wheelchair in each train.

Announcements

Automated announcements before arrival and departure at each station assist all passengers, including the visually-impaired. The Detroit People Mover trains feature automated audio which announces the current station location. Chimes indicate the opening and closing of vehicle doors. As the train leaves the station, the audio will announce the next approaching station.

Service Stoppage or Delay

Patrons will hear live announcements by Control Center personnel in the stations and inside each train. In the event of an immediate change in operations such as an extended train delay or system closure, audible announcements or instructions will be provided for safe exit from the vehicles or stations.

During a system hold/delay, ADA passengers who are in the stations have the option to exit the station in a calm manner or wait until service resumes. If on board a train during a service delay, passengers may safely exit vehicles only if the train is located at a DPM station with the doors open.

Should emergency evacuation be required, ADA passengers should notify the Control Center using the emergency communication system or calling directly at 1+ (313) 963-0171 and assistance will be accommodated.

Elevators and Escalators

Elevators and/or escalators are offered at the People Mover’s 13 stations. Grand Circus Park is accessible by elevator only.  DTC will notify patrons via printed station announcements should any of the remaining stations experience upgrades to its elevators or escalators.

Additional Assistance

Additional assistance is available by the use of emergency communication systems, which connect directly to the Control Center. Located inside DPM trains, at both levels of the stations or inside elevators, and in combination with visual monitoring, Transit Police can dispatched immediately to respond to any incident.

For the deaf, hearing-impaired or speech loss individuals who use a text telephone or teletypewriter (TTY) as a communications device, traditional relay services are available in the State of Michigan. Services offered include TTY, Voice Carry-Over (VCO), Hearing Carry-Over (HCO), Speech-to-Speech (STS) and Spanish-to-Spanish relay. Dial 7-1-1 to use Hamilton Relay in the state of Michigan. For the Detroit Transportation Corporation's General Information and Administrative Office, use (313) 224-2160.

Some documents on this website are in a Portable Document Format (PDF). In order to improve the viewing of these files, Adobe offers a web-based tool that will convert Acrobat PDF files to other formats, including text and HTML. The PDF conversion tool is available online at www.adobe.com.

Alternative Formats

DTC will make available information included on this website into an accessible format by request.  If you are using assistive technology and have trouble accessing the People Mover's website, patrons may call (313) 224-2148 to speak with a representative or email Customer Service at webmaster@thepeoplemover.com using 'Accessiblity' in the subject line. DTC will do its best to provide the requested alternative format within a reasonable timeframe.

Service Animals

The Detroit People Mover welcomes leader dogs and service animals aboard DPM trains with harness or leash required.

Reasonable Modification Policy

DTC is committed to providing safe, reliable, courteous, accessible and user-friendly services to its customers. To ensure equality and fairness, DTC is committed to making reasonable modifications to its policies, practices and procedures to avoid discrimination and ensure programs and services are accessible to individuals with disabilities. Requests for modifications can be made by calling (313) 224-2160 or emailing webmaster@thepeoplemover.com.

If there is a complaint regarding accessibility, please download and return the Customer Complaint Form (ADA) to the attention of Brenda Walker, Human Resources Manager, at BWalker@thepeoplemover.com or by fax at (313) 221-1207.

 

HOW CUSTOMERS CAN FILE AN ADA COMPLAINT WITH THE DTC

 

ADA complaints must be filed 180 days of the most recent alleged incident, either in writing or by phone. If ADA discrimination is determined, the complainant must submit the following information:

 

A written statement of facts supporting the alleged discrimination. Complainant may submit the DTC’s ADA Complaint Form, but must include:

• Date of alleged discrimination

• Location of incident

• Names and phone numbers of any witnesses

• Complainant’s name, address, phone number, email or direct method of communicating with the complainant

• Type of discrimination identified

• Complainant’s signature

 

MAKING A COMPLAINT IN WRITING

To file a complaint in writing, please submit by mail or e-mail all ADA written statement of facts or ADA Complaint Form to:

Human Resources Division
Detroit Transportation Corporation
535 Griswold, Suite 400
Detroit, MI 48226
Phone: (313) 224-2160
Fax: (313) 221-1207
Hours: 9:00 a.m. – 5:00 p.m 

BWalker@thepeoplemover.com

 

MAKING A COMPLAINT BY PHONE

When a complaint is called into the DTC, the Front Desk Receptionist receives the call and inputs the following information into an electronically transmitted document:

• Name; Date and Time of Incident; Contact Information and Statement

INVESTIGATIONS AND TRACKING

All complaints will be reviewed promptly and with confidentiality. The DTC has 60 days to investigate the complaint. If more information is needed to resolve the case, the DTC may contact the complainant. The ADA Coordinator has five (5) business days from the date of the letter to send requested information to the investigator assigned to the case. If the investigator does not receive additional information or a statement from the complainant within 14 business days, the DTC can administratively close the case. A case can be administratively closed also if the complainant no longer wishes to pursue their case.

After the investigator reviews the complaint, she/he will forward the findings to the Human Resources and Marketing divisions within the 60 day window.

If an ADA violation is found to exist, remedial steps as appropriate and necessary (initial review followed by panel determination) will be taken immediately. DTC does not sanction discrimination and will also take action to ensure meaningful access to services, programs and activities for our ridership.

The Human Resources Division will issue one of two letters to the complainant: a closure letter or a letter of finding (LOF). A closure letter summarizes the allegations and states there was not a ADA violation and that the case will be closed. A LOF summarizes the allegations and the interviews regarding the alleged incident and explains whether any disciplinary action, additional training of the staff member or other action will occur.

Once a final solution has been reached, the Marketing Division will follow-up with the complainant to explain the decision. At that time the complainant will be advised of his or her right to appeal or file a complaint externally.

 

RIGHT TO APPEAL OR TAKE OTHER ACTION

If the complainant wishes to appeal the decision to DTC, she/he has 10 days after the date of the closure letter or the LOF to do so. Appeals are to be considered by the DTC General Manager and a panel not limited to, but also including: ADA Coordinator/Human Resources Manager; Risk Manager; Divisional Managers and/or Supervisors.

A person may also file a complaint directly with the Federal Transit Administration at:

Federal Transit Administration

Office of Civil Rights

Attention: Complaint Team

East Building, 5th Floor – TCR

1200 New Jersey Avenue, SE

Washington, DC 20590

 

With your form, please attach on separate sheet(s):

  • A summary of your allegations and any supporting documentation.
  • Sufficient details for an investigator to understand why you believe a public transit provider has violated your rights, with specifics such as dates and times of incidents.
  • Any related correspondence from the transit provider.

If the complainant disagrees with the response or decision, a written notice can be sent directly to the U.S. Department of Transportation:

U.S. Department of Transportation
Attention: Office of Civil Rights
1200 New Jersey Avenue, S.E.
Washington, D.C. 20590