Forms: 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.
Filing a Complaint
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:
- By phone: (315) 755-2902
- By email: info@volunteertransportation.org
- By mail: 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 of the complaint form sent to you, which you can return to the address above.
What Happens Next
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, or does not wish to pursue the case, VTC may administratively close the case.
As soon as the complaint has been reviewed, the investigator will issue one of two letters to the complainant:
- A closure letter provides brief information about the allegation and states that there was no finding of an ADA violation.
- A letter of finding (LOF) provides brief information about the allegations and the interviews regarding the alleged incident, and 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.
Federal Transit Administration
Complaints can also be filed directly with the Federal Transit Administration (please include contact information):
FTA Office of Civil Rights ATTN: Complaints East Building, 5th Floor‑TCR 1200 New Jersey Avenue SE Washington, DC 20590
More information can be found on the Federal Transit Administration website.