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Public Transit     ADA Transportation     ADA Complaint Form and Procedures
ADA Complaint Form and Procedures

ADA Complaint Procedures

Please download the complaint form here, and return the completed form to Fayette Area Coordinated Transportation, 825 Airport Road, Lemont Furnace, PA 15456.

Fayette Area Coordinated Transportation's (FACT) ADA Coordinator is responsible for timely review, documentation and equitable resolution of ADA complaints.  The Director of FACT is responsible for ADA Program oversight as well as determining the outcome of appeals.

Any person who believes she or he has been subjected to discrimination on the basis of disability may file a complaint under this procedure.  It is against the law to retaliate against anyone who files a complaint or cooperates in the investigation of a complaint.

The ADA Coordinator is responsible for investigating and responding to ADA complaints.

A complaint can be filed by telephone, U.S. Postal mail or email to FACT's ADA Coordinator using the following contact information:

Fayette Area Coordinated Transportation
ADA Coordinator
825 Airport Road
Lemont Furnace, PA 15456
Phone: 724-628-7433
Email: customerservice@hs.fayette.org

Please download the complaint form here.

The following information will be needed to process the complaint:
  • Required information
    • Name, address and telephone number
    • If applicable, accessible format needs
    • Date and time of occurrence
    • Route, direction of travel, employee(s) involved, location of incident
    • If applicable, mobility aid
    • Description of incident
    • Preferred method of response
  • Optional information
    • Email address
FACT will investigate the complaint and within ten (10) calendar days after receipt of the complaint, a determination/resolution letter or email will be sent to the complainant.  In some situations, additional time may be needed to resolve a complaint and as such, the determination letter will indicate the additional time needed to investigate the complaint.  The complainant will be advised of the need for additional time.  The additional time will not exceed 30 calendar days from receipt of complaint.  The parties may extend any time limit by written agreement.

The complainant can appeal the determination/resolution within 30 calendar days of receipt of FACT's response to the complaint.  An appeal can be made in writing, telephone or in person to FACT's Director, Lori Groover-Smith.  Contact information is as follows:

Fayette Area Coordinated Transportation
825 Airport Road
Lemont Furnace, PA 15456
Phone: 724-628-7433
Email: lgsmith@hs.fayette.org

Customers will need to identify the reason for the appeal and provide any supporting documentation.  FACT will respond in writing within ten (10) calendar days from date appeal was received.

The ADA Coordinator documents, maintains and tracks ADA complaints.  The ADA Coordinator maintains files and records relating to complaints for a period of five (5) years.

FACT encourages you to file the complaint with us; however, complaints can be filed directly with the Federal Transit Administration at the address below:

Federal Transit Administration
Office of Civil Rights
Attention: Complaint Team
East Building, 5th Floor – TCR
1200 New Jersey Avenue, SE
Washington, DC 20590

Website: File a Complaint with FTA

All materials are available in accessible format and in languages other than English upon request.

Updated Complaint Log

FACT has a general log that tracks concerns, compliments and complaints. Following are the categories for the general log:

  • Date of concern, compliment or complaint
  • Carrier/Agency
  • Program
  • Description/Nature of concern, compliment or complaint
  • Investigation Response
  • Resolution
  • Follow-up date
  • Completed By
FACT has updated its log for ADA concerns and complaints.  Following are the additional categories:
  • Location of complaint
  • Complainant name and contact information
  • Investigator/Responder
  • Date response due (10 calendar days from receipt of complaint)
  • Additional time (maximum 30 calendar days from receipt of complaint)
  • Date response sent
  • Method of written response (email, U.S. Postal Mail)
  • Summary of response
  • Date appeal due (30 calendar days from response received by complainant)
  • Date appeal received
  • Date appeal determination due (10 calendar days from receipt of appeal)
  • Date response to appeal sent
  • Description of appeal response
  • Date complaint closed
  • Complaint retention date (5 years from complaint close date)