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:

Marketing Communications Division
Detroit Transportation Corporation
500 Griswold, Suite 2900
Detroit, MI 48226
Phone: 1+ (313) 224-2160
Fax: 1+ 313) 221-2134
Hours: Tuesday - Thursday, 9:00 a.m. – 5:00 p.m. 

Ealexander@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