American with Disabilities Act (ADA) Concern/Complaint Policy & Resolution Procedures

In compliance with the American Disabilities Act of 1990 (ADA), The Pioneer Valley Transit Authority (PVTA) is committed to providing the highest quality fixed-route and ADA complementary paratransit services. In addition, the PVTA is committed to ensuring that no passenger is denied access to its services on the basis of their disability.

If a fixed-route or paratransit passenger feels they experienced a violation of the ADA while using the service and wish to file a concern the following outlines the process for recording, investigating, responding to, and maintaining ADA concerns.
If the complainant who wishes to file a concern requires a copy of this document in an alternate form or in a language other than English, please call the Civil Rights Officer listed below.

Customer Service Representatives receive the concern from customers or their representatives via the telephone, e-mail (form on this page), mail or in person.

The concern is input into a feedback software by a customer service representative immediately upon receipt of the concern. In order for a concern to be investigated, customers or their representatives must provide an address, telephone number, or email address. Those concerns without contact information will be classified as comments.

Details such as the day of the week, date, bus number, route number, and time of the incident should be included. Any additional relevant information available to provide the customer service representative will be helpful.

Upon receving a concern notice, the Customer Service Manager email or mails the complainant a form letter acknowledging receipt.

Any concern that alleges discrimination on the basis of disability will be designated as an ADA concern/complaint. The Civil Rights Officer will be responsible for following up with the customer.

PVTA’s fixed-route or paratransit provider has five (5) calendar days to investigate and respond back to the PVTA Customer Service Manager with its findings.

The PVTA Customer Service Manager reviews the findings and determines if the isssue is valid or invalid.

Valid concerns/complaints are forwarded to the Civil Rights Officer who will determine what, if any, remedial action will be taken to address the complainant’s concerns.

The Civil Rights Officer will notify the complainant in writing of PVTA’s decision regarding the concern typically within seven (7) calendar days after the investigation has been completed.

If complainants disagree with the determination by the Civil Rights Officer, they can appeal the decision in writing within thirty (30) days from the date of the determination letter. The appeal letter should state the reason(s) the complainant believes the decision was in error. The appeal letter should be mailed to: Administrator, PVTA, 2808 Main Street, Springfield, MA 01107

The Civil Rights Officer will be responsible for tracking all ADA concerns/complaints for the purpose of establishing trends in allegations of discrimination.

The Civil Rights Officer will maintain a summary log of all ADA concerns/complaints. In addition, all documentations and materials gathered during the investigation are maintained for no less than five (5) years.