ADA and Universal Access Program

Reasonable modification request

Metro works hard to make sure our transit services are safe, reliable, respectful, accessible and easy for everyone to use. If you to change the way Metro provides a service, please request a modification in advance, if possible. To learn more about reasonable modifications, you can review the Department of Transportation’s Final Rule.

Request a reasonable modification

Complaint process

This complaint process was created to meet the requirements of the Americans with Disabilities Act (ADA).

A complaint should be submitted in writing as soon as possible, and no later than 60 calendar days after the incident.

1. Complaints should be written and include basic information, like your name, address, phone number, the date and place where the event happened, and a short description of what occurred. If you cannot submit a written complaint, Metro can help by offering other options, such as an interview or an audio recording.

2. Within 15 days of receiving your complaint, the ADA Services Administrator or their designee will contact you to talk about what happened and discuss possible solutions.
3. Within 15 days after that conversation, they will send you a written response—available in accessible formats if needed—explaining Metro’s position and offering options to resolve the issue.

Appeal process

If the response by the ADA Services Administrator or representative does not resolve the issue, you and/or your representative may appeal the decision within 15 calendar days after receipt of the response to the Office of Equity & Social Justice.

1. Please make your appeal in writing. If needed, arrangements may be made to hear your appeal by other accessible ways. You may submit your appeal to the following office:

   In order to fairly evaluate your appeal and review your request, please specify:

   • The type of request that you made
   • The reason the request is needed to accommodate your disability
   • The reason your request was denied
   • Circumstances pertaining to the accommodation
   • Why you believe your issue was not resolved.
2. Within 15 calendar days of receiving your appeal, a representative from the Civil Rights Program will contact you.
3. Within 15 calendar days of meeting with you, the representative will respond in writing, and, if necessary, in a format that is accessible to you. They will present a final resolution of the complaint if possible.

All written complaints, appeals and responsesreceived by our offices will be kept by Metro for at least 3 years.