Policies and Procedures
Treating people fairly is a big part of providing the best possible experience for our customers, our business partners and our employees. You can find some ways we do that – as well as the phone number for our compliance hotline – right here!
Code of Ethics
Download our Code of Ethics (.pdf)
The Americans with Disabilities Act (ADA) ensures equal access for persons with disabilities in the area of transportation, employment, public services, public accommodations and telecommunications. RTS is committed to providing the best service possible for all customers.
RTS is pleased to provide its customers with access to Language Line Personal Interpreter Services as an efficient way for our non-English speaking customers to communicate with Customer Service Representatives and RTS Access Schedulers during all business hours. This is a free service for RTS customers.
- Call: 585-288-1700 for RTS OR 585-224-8330 for RTS Access
- Request translation
- The Customer Service Rep with then contact our translation service (you may be placed on a brief hold) and then you will be asked to state the language requested.
View the Freedom of Information (FOIL) Policy (.pdf)
Submit a FOIL Request: FOIL@myRTS.com
Public Information Concerning Title VI of the Civil Rights Act of 1964, as Amended
RTS and its subsidiaries are committed to ensuring that no person is excluded from participation in, or denied the benefits of, its transit services on the basis of race, color or national origin, as protected by Title VI of the Civil Rights Act of 1964.
If you believe you have been subjected to discrimination under Title VI, you may file a written complaint with or contact us at RTS, 1372 East Main St., Rochester, NY 14609, Attention Civil Rights, or by email to Monroe@myRTS.com. You may also call RTS at (585) 654-0200. RTS will acknowledge receipt of your complaint within 72 hours and a written response will be issued within 30 days. RTS ‘ decision in the matter may be appealed directly to the Federal Transportation Administration (FTA) at the U.S. Department of Transportation Region II Office, One Bowling Green, Room 429, New York, NY 10004-1415. Complaints may also be issued directly to the FTA at this address or by calling (212) 668-2170.
If you would like more information about RTS’ obligations under Title VI, you may contact us at 1372 East Main St., Rochester, NY 14609 or call (585) 654-0200. You can also email a Customer Service Representative at Monroe@myRTS.com. You will receive a written acknowledgement of your inquiry within 72 hours and a full response will be provided within 30 days.
Download the Title VI Standards & Policies
Title VI Complaint, Investigation, and Response Procedures
Any person who believes she or he has been discriminated against on the basis of race, color, or national origin by the RGRTA (hereinafter referred to as “the Authority”) may file a Title VI complaint by completing and submitting the RGRTA Title VI Complaint Form. The Authority investigates complaints received no more than 180 days after the alleged incident. The Authority will process complaints that are complete. Once the complaint is received, the Authority will review it to determine if our office has jurisdiction. The complainant will receive an acknowledgement letter informing her/him whether the complaint will be investigated by our office.
The Authority has 30 days to investigate the complaint. If more information is needed to resolve the case, the Authority may contact the complainant. The complainant has 20 business days from the date of the letter to send requested information to the investigator assigned to the case. If the investigator is not contacted by the complainant or does not receive the additional information within 20 business days, the Authority 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 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 that there was not a Title VI violation and that the case will be closed. An 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. If the complainant wishes to appeal the decision, she/he has 30 days after the date of the letter or the LOF to do so.
A person may also file a complaint directly with the Federal Transit Administration, at FTA Office of Civil Rights, 1200 New Jersey Avenue SE, Washington, DC 20590.
Complainants can call 585.654.0200 for language or disability-related assistance.
Download a Title VI Complaint Form
Titulo VI: Formulario de Quejas
Requests for a Reasonable Modification to RTS Service
In accordance with the Americans with Disabilities Act, section 504 of the Rehabilitation Act of 1973, and implementing regulations, RTS shall make reasonable accommodations in its policies, practices, and procedures when such accommodations are necessary to avoid discrimination, unless such accommodations would:
• Fundamentally alter the nature of the service, program or activity of RTS; or
• Result in undue financial and administrative burden.
Arrange a reasonable modification with your RTS service provider IN ADVANCE when possible.
To request a modification in advance:
1. Call your RTS service provider.
2. Describe the modification you need and the reason you need it.
3. Specify the date on which you need the modification and the length of time it is needed.
Customers seeking approval to utilize complementary paratransit services may request a reasonable accommodation or modification as part of the eligibility certification process.
A decision will be made as soon as practicable. If you cannot make a request for a modification in advance because you were unaware of a condition or barrier at your destination until arriving, you may make the request at the time of service and RTS operating personnel will make a determination of whether the accommodation or modification should be provided at the time of the request. Operating personnel may consult with management before making a determination to grant or deny the request. If you believe RTS has not complied with the requirement to make a reasonable accommodation or modification, you may file a written complaint by downloading and completing this form within 30 days after the date of the alleged violation to:
RGRTA Legal Affairs Department | 1372 East Main Street | Rochester NY 14609
If you require assistance to submit a complaint, call 585.654.0771.
RTS will conduct a review based on the submitted facts, the written complaint, and ask additional questions if necessary. RTS will issue a decision in writing within 30 days after the date of the review.
Medicaid Compliance Hotline
RTS is committed to compliance with ALL NYS and Federal Rules & Regulations, including Medicaid, and has strict policies and procedures in place to ensure adherence to both State and Federal rules and regulations. In the RTS’ continuing efforts to provide open access to our employees, we offer a confidential hotline for use in reporting any questions or concerns about any procedure that is currently being followed. Should an employee have a related question or concern, please feel free to call the Medicaid Compliance Hotline at 585-482-4368. This line is not connected to RTS’ recorded telephone system; it does not have caller ID and will only record the information you provide, therefore, you may remain anonymous if you choose. All concerns voiced on this hotline will be investigated. However, if a caller choses to remain anonymous, he or she will not receive any follow up communication as to the outcome of any warranted investigation.
Rules of Conduct for Transit Vehicles, Facilities, and Properties
Download the Rules of Conduct for Transit Vehicles, Facilities, and Properties
Equal Opportunity Policy
View our equal opportunity policy.
View RTS’ by-laws (.pdf)
DBE and MWBE
Learn more about our DBE & MWBE Policies.
RGRTA Advertising Standards
View RGRTA's Advertising Standards