I. RT has established
a process for investigating and resolving complaints alleging discrimination
based on disability regarding RT services, programs, and facilities
pursuant to 40 CFR ¤27.7; 28 CFR ¤¤ 35.130, 35.140, 35.149. These
regulations implement provisions of Section 504 of the Rehabilitation
Act of 1973 and Title II of the Americans with Disabilities Act
of 1990. This Notice and Grievance Procedure is adopted pursuant
to 28 CFR ¤35.107 and 49 CFR ¤27.13. Copies are available at RT's
main office and Downtown Service Center.
II. RT's Accessible Services
Director or his/her designee shall be responsible
for overseeing investigations and responses to complaints of discrimination
based on disability. Upon request, RT shall provide complainants
the name and phone number of the RT employee responsible for investigating
the complaint. Required Information: Complainant's name, address,
phone number, route number, date, time, location, direction and
details. Complaints with incomplete information may result in delayed
investigations and responses.
RT cannot respond
to complaints without the complainant's mailing address. How to
File a Complaint: Complaints regarding prohibited discrimination
based on disability may be submitted to RT as follows:
1. By Telephone
to RT's Customer Advocacy Department, 916/557-4545,
(4327) for the hearing impaired.
2. In Writing to the Customer
Advocacy Department, Regional Transit, P.O. Box
2110, Sacramento, California 95812-2110. Passenger Service Report
(PSR) forms are also available upon request. Complaints may also
be faxed to 916/456-1752. 3. In Person at
RT's main office, 1400
29th Street (corner of 29th & N Street), 8 a.m. to 5 p.m., Monday
through Friday. PSR forms are available, or complaints may be
given verbally to a Customer Advocacy Representative. It is advisable
to call RT in advance to schedule an appointment (557-4545).
RT's Customer Advocacy Representatives (557-4545) will take complaints
from the public by phone or in person. The Representative will offer
instructions on how to file a written complaint. Before concluding
the interview, the Representative will ask if the complainant wishes
to have the information reviewed for accuracy and will make any
of Complaint Receipt: Within seven
days after receipt of the complaint, a letter will be sent to the
complainant that includes all of the following:
that their complaint has been received and forwarded for investigation.
2. The date
by which a response will be sent to the complainant.
3. How to contact RT if the complainant does not receive a response by that date.
Investigation of Complaint: The designated RT employee will investigate
the complaint and respond in writing within a reasonable time, not
to exceed 30 days from receipt of the complaint. The response will
set out a process for resolution of the complaint. If no action
is taken, the response will state the reasons for the decision and
the procedures for the complainant to appeal the decision. (RT employee
personnel files are confidential; therefore, specific information
on disciplinary actions resulting from complaints will not be divulged.)
Appeal of Decision: If the complainant wishes to appeal RT's decision,
the complainant shall make a request for a hearing in writing or
other fixed format (such as audio tape) within 30 days from receipt
of the response.
shall submit the request for a hearing to the RT General Manager/CEO,
either by mail to P.O. Box 2110, Sacramento, CA 95812-2110, or in
person at 1400 29th Street. The complainant may use an RT appeal
form which is available by mail or in person from RT's Accessible
Services office, which can be reached at 916/557-4685, FAX
916/455-3924. Appeal Process: Within 15 days from receipt of the request
for hearing, the General Manager/CEO or his/her designee (who has
not previously been involved in the investigation of the original
complaint) shall schedule a meeting to hear the complaint. The meeting
shall be held at an accessible location within 30 days from receipt
of the request for hearing. If desired, the complainant may be represented
by a person of his/her choice. The General Manager/CEO or his/her
designee shall issue a final determination in writing within 21
days after the meeting.
may extend any time limit set out above by written agreement.
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