Clickable Links: ADA-Complaint-Form, ADA-Complaint-Procedure

Reasonable Accommodations

Volunteer Transportation Center, Inc. is committed to providing accessible, courteous, reliable, safe and user-friendly services to its customers. To ensure quality and fairness, VTC is committed to making reasonable modifications to its policies, practices, and procedures in order to avoid discrimination and ensure programs and services are accessible to individuals with disabilities. Requests for modifications can be made by calling (315) 788-0422 x2902.

Anyone who believes that the Volunteer Transportation Center, Inc. (VTC) has discriminated against them and denied transportation due to a disability can file a complaint.

Complaints may be submitted to VTC’s ADA Coordinator as follows: By phone: (315) 755-2902.

By email:

By mail via United States Postal Service:

ADA Coordinator
Volunteer Transportation Center, Inc.
24685 Route 37
Watertown, NY 13601

VTC investigates all ADA complaints received within 90 days of the alleged incident. Complaints may be submitted by phone, email, USPS or in person. You may contact VTC at (315) 788-0422, ext. 2902 to have a copy sent to you, which you can return to the above address.

Upon receipt of the complaint, VTC will review the information and inform the complainant within 10 days that his or her complaint has been received. VTC will have up to 30 calendar days to investigate the alleged incident. The complainant will have 10 business days from the date of the letter to submit information about the alleged incident. If the complainant does not submit the information, VTC may close the case. Or, if the complainant does not wish to pursue his or her case, VTC can administratively close the case.

As soon as the complaint has been reviewed, the investigator will issue one of two letters to the complainant: 1) a closure letter or 2) a letter of finding (LOF). A closure letter provides brief information about the allegation and states that there was no finding of an ADA violation. An LOF provides brief information about the allegations and the interviews regarding the alleged incident. This letter explains what actions were taken. If the complainant wishes to appeal VTC’s finding, he or she will have 10 business days to do so.

Complaints can also be filed directly to the Federal Transit Administration at: FTA Office of Civil Rights


East Building, 5th Floor-TCR 1200
New Jersey Avenue SE
Washington DC 20590

Please include contact information.

More information can be found on the Federal Transit Administration Website