Americans with Disabilities Act Compliance
The Americans with Disabilities Act of 1990 (ADA) prohibits discrimination against people with disabilities. The law is designed to ensure that people with disabilities enjoy equal access and opportunity in regard to the provision of certain services, including public transportation. The mission of RGRTA and its subsidiaries includes a commitment to provide transportation service that is compliant with the ADA regulations under the FTA Department of Transportation (DOT) and the Department of Justice (DOJ).
Complaint Process: ADA Noncompliance
Any qualified person with a disability who believes she or he has been discriminated against on the basis of his or her disability by the RGRTA (hereinafter referred to as “the Authority”) may file a written, formal ADA Complaint by: completing and submitting the ADA Complaint Form to: RGRTA Legal Affairs Department, 1372 East Main Street, Rochester, NY 14609; or attaching the completed ADA Complaint Form electronically to the online Contact Us form and submitting the information.
Accessible ADA Complaint Form
If you require general assistance to submit a complaint, call 585-654-0771 during business hours. If you require language or disability-related assistance, call 585-288-1700 during business hours.
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 Authority will issue written acknowledgment to the complainant within 5 business days. The acknowledgment will 1) confirm receipt of the complaint, and 2) confirm whether the complaint will be investigated by our office, and 3) state the standard timeline for investigation (10 business days). The Authority will contact the complainant if it requires additional time to complete the investigation. The Authority may contact the complainant if more information is needed to resolve the case. If the Authority requests more information, 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 an ADA 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 Department of Transportation, Departmental Office of Civil Rights, 1200 New Jersey Avenue SE, Washington, DC 20590. Phone: 202-366-4648 or TTY/Assistive Device: 202-366-9696
Retention Period for Complaints
Written complaint records are retained for 3 years after date of final entry in record, but not less than 3 years after the person involved attains age 18.
Requests for a Reasonable Modification to RGRTA Transportation Service
In accordance with the ADA, section 504 of the Rehabilitation Act of 1973, and implementing regulations, RTS shall make reasonable modifications in its policies, practices, and procedures for RTS Connect Fixed Route service, RTS Access Complementary Paratransit service, Regional RTS Route Deviation service, Regional RTS Dial-A-Ride service, and RTS On Demand service when such accommodations are necessary to avoid discrimination, unless such accommodations would:
- Fundamentally alter the nature of the service, program or activity; or
- Result in a significant risk to the health or safety of others (direct threat); or
- Result in undue financial and administrative burden.
We will deny a requested modification if the person with a disability is able to use the services for their intended purpose without the requested modification. It is not reasonable to request a modification simply to make the service more convenient or to suit individual preferences.
We offer different services. The “reasonableness” of a request will depend on the type of service. If your request is not reasonable based on the type of service, we will try to identify another type of modification that will allow you to use the particular service in a manner that is consistent with the nature of the service and does not cause a direct threat.
Learn more about reasonable modifications for RTS Connect (fixed route), RTS Access (complementary paratransit), RTS On-Demand (demand responsive), and RTS Regional (route deviation and Dial-A-Ride).
Learn More
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 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. Personnel at any subsidiary may consult with management before making a determination to grant or deny the request.
Complaint Process: Reasonable Modification Noncompliance
If you believe RTS has not complied with the requirement to make a reasonable accommodation or modification, please file a complaint within 30 days after the date of the alleged violation. You may file a written, formal complaint by: completing and submitting the Reasonable Modification Form to: RGRTA Legal Affairs Department, 1372 East Main Street, Rochester, NY 14609; o attaching the completed Reasonable Modification Form electronically to the online Contact Us form and submitting the information. 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.
A person may also file a complaint directly with the Department of Transportation, Departmental Office of Civil Rights, 1200 New Jersey Avenue SE, Washington, DC 20590. Phone: 202-366-4648 or TTY/Assistive Device: 202-366-9696
Accessible Reasonable Modification Complaint Form
If you require general assistance to submit a complaint, call 585-654-0771 during business hours. If you require language or disability-related assistance, call 585-288-1700 during business hours.
Retention Period for Complaints
Written complaint records are retained for 3 years after date of final entry in record, but not less than 3 years after the person involved attains age 18.