The US DOT issued a Final Rule under the American Disability Act (ADA) and Section 504 of the Rehabilitation Act of 1973 which takes effect on July 13, 2015, and can be found at http://www.gpo.gov/fdsys/pkg/FR-2015-03-13/pdf/2015-05646.pdf. Per this final rule, the Ames Transit Agency (CyRide) is required to adopt complaint procedures and make this process available to passengers. CyRide passengers may file a General Complaint, Reasonable Accommodation Complaint/Request or written Title VI complaint. CyRide’s comment/complaint processes for each are listed below:A. General Complaint Process
1. File a Complaint: Customer may contact CyRide by phone (515-292-1100) or via email (firstname.lastname@example.org) to file an official complaint. CyRide staff answering the phone or email will document the complaint on CyRide’s internal Customer Comment form.
2. Investigation Process: The Customer Comment form is then immediately forwarded to Assistant Director of Operations for review and investigation. The comment/complaint may also be forwarded to other CyRide staff for further review or investigation, as appropriate. If the comment is a complaint about an employee/driver, a copy of the complaint is given to the employee involved (without customer contact information). The employee will respond to the complaint and return their copy to the Dispatcher. If available, video may be pulled and downloaded to obtain additional details about the passengers’ experience during this process. If the complainant made reference to their disability as a barrier to ride CyRide’s services or access its programs, this comment/complaint would be immediately forwarded to CyRide Transit Operations Manager, Rob Holm, to determine if a reasonable modification request has been made and should be granted.
3. Due Process: If the complainant leaves their personal contact information (either phone or email), CyRide staff will contact them promptly, generally within two business days, for more information about the incident or to acknowledge receipt of their comment/complaint. CyRide staff will also follow up with the complainant after their investigation into an incident. The investigation into the complaint shall take no more than twenty-five (25) business days for determination. This timing differs slightly for Reasonable Accommodation request resolutions.
4. Documentation of Complaints: All comments/complaints whether they are General, Title VI or Reasonable Accommodations requests are documented in a database(s) and retained.
B. Reasonable Accommodation Request/Complaint Procedures
If you believe that you have been excluded from CyRide’s services (fixed route or Dial-A-Ride) due to the nature of your disability and would like to request an accommodation or modification to CyRide’s policies, programs or services allowing you equal access to these same services, please fill out the Reasonable Accommodation Form (www.cyride.com/accommodation-form) and submit to CyRide via the contact information below:
601 N. University Blvd.
Ames, IA 50010
email@example.com or 515-292-1100
CyRide’s Transit Operations Manager will promptly investigate and review each request for accommodation/modification and determine whether to approve such request within twenty-one (21) business days. Requests will be made as promptly as possible but may require this additional time to allow for investigation. To learn more about this process, visit www.cyride.com/reasonable-accommodation
C. Title VI Complaint Procedures
CyRide operates its transit service without regard to race, color and national origin. For more information or to file a complaint or concern, e-mail firstname.lastname@example.org or call (515)292-1100 and ask to speak to CyRide’s Assistant Director of Operations.
If during the general complaint process or investigation, a CyRide employee determines the complainant is filing a discrimination complaint based on race, color or national origin, the employee will provide the option for the individual to file a written Title VI complaint or concern with CyRide. Any such complaint must be submitted in writing within 180 days of the incident by filling out CyRide’s Title VI Complaint form at www.cyride.com/TitleVIcomplaint and mailing it to CyRide; Assistant Director for Operations, 601 N. University Blvd. Ames, IA 50010. For more information regarding CyRide’s Title VI Policy and Complaint Procedures, please visit: www.cyride.com/TitleVI.