1. Any person who believes that a driver/employee of ACSCCI has committed an ADA violation, or there is an ADA violation concerning company vehicles, equipment or facilities, or a policy or procedure of our transportation service that violates ADA regulations, they may submit a complaint to the ADA Coordinator. An ADA complaint may be made stopping by the office of ACSCCI located at 10835 State Route 41S, West Union, Ohio during business hours, or submit by mail to ACSCCI, ADA Coordinator, 10835 State Route 41S West Union, Ohio 45693 or email the complaint to the ADA Coordinator at email@example.com Once the complaint is received and receipt acknowledged by the desired response form chosen by the complainant on the ADA Complaint Form, the ADA Coordinator will start the investigation process. The ADA Coordinator will track the following dates of the complaint resolution process:
Date of receipt
Date of assignment for investigation
Date of any additional information requested from complainant
Date of resolution
Date of communication to complaint
2. ADA Coordinator will immediately notify the ODOT representative for ACSCCI.
3. ADA Coordinator has 21 days to investigate the complaint. If more information is needed to resolve the case, the ADA Coordinator will contact the complainant per the response form chosen by complainant on their ADA Complaint form. The complainant has 10 business days from the date of contact to provide any additional information requested by the ADA Coordinator. If the ADA Coordinator does not receive the additional information that the complainant was contacted about within 10 business days, the ADA Coordinator can administratively close the case. A case can be administratively closed, also, if the complainant no longer wishes to pursue their case.
4. The ADA Coordinator will investigate all parties involved in the ADA Complaint (driver, pertinent operations staff, complainant, other riders if they were witnesses) as well as other informational sources such as; written communications (paper and electronic), system data (location tracking, dispatch records, scheduler/dispatcher notes and input) and any vehicles, vehicle equipment or company facilities involved in the complaint.
5. Upon conclusion of the ADA Coordinator's investigation, if the ADA complaint is found to be valid proper steps will be taken to correct the cause of the violation.
A. Driver/Employee ADA Violation Steps:
Proper disciplinary steps will be taken
Retraining and counseling will be given to the driver/employee to prevent any future violations on the driver/employees part
Supervisor monitoring and follow-up make sure employee understands and properly carries out job responsibilities and that the ADA violation does not reoccur
More punitive actions will be taken after repeat offenses
B. Vehicle/Equipment/Facilities cause of an ADA violation:
All accessible vehicles and equipment must be kept in perfect working order through consistent and regular maintenance and repair
Vehicles/Equipment involved in an ADA violation will be placed out of service until a thorough inspection of the vehicle or accessible equipment has been performed by a certified mechanic for that vehicle type or equipment. Any necessary maintenance or repairs that are found will be completed before the vehicle is placed back in service
Operating Procedures will be reviewed and changes made if deemed necessary
Maintenance Procedures will be reviewed and changed if deemed necessary
Technical specifications reviewed to identify any needed changes
C. Policies and Procedures:
If any transportation related policies or procedures are found to be the cause of the ADA violation, those policies and procedures in question will be changed to be in compliance with all ADA regulations.
6. At the end of the 21 day period or before, the ADA Coordinator will issue the results of the ADA complaint investigation to the complainant, in the response form chosen by the complainant, as well as a copy of the investigation results to the ODOT representative for ACSCCI. The steps required to resolve the ADA complaint if found to be valid, will be included in the Investigative Report of the ADA Coordinator to the complainant and to ACSCCI's ODOT Representative.
7. All complaints of ADA noncompliance received will be kept on file for one year by ACSCCI.
8. A record of all such ADA noncompliance complaints will be kept in a summary form for a period of five years by ACSCCI.
9. For transportation related ADA matters a person may also file a complaint directly with the Ohio Department of Transportation, at ODOT Office of Transit, Attention: Compliance Officer, 1980 West Broad Street, Columbus, OH 43223.
10. A person may also file a complaint directly with the Federal Transit Administration, at FTA, Attention: ADA Compliance Officer, 1200 New Jersey Avenue SE, Washington, DC 20590..