ADA Complaint Process

Americans with Disabilities Act of 1990 Complaint Process
E-tran grants all citizens equal access to its transportation services.
This complaint process is established to meet the requirements of the Americans with Disabilities Act of 1990 ("ADA"). It may be used by anyone who wishes to file a complaint alleging discrimination on the basis of disability in the provision of services, activities, programs, or benefits by e-tran. 

Filing a Complaint
The complaint must be filed no later than 180 calendar days of the alleged discriminatory incident. The preferred method is to submit the complaint in writing using the ADA Complaint Form

Mail to:
Transit Administrative Assistant
City of Elk Grove, Transit Services
8401 Laguna Palms Way
Elk Grove, CA 95758.

Fax to: 
City of Elk Grove Transits Services at (916) 627-4337
Attn: Transit Administrative Assistant

Email:
 The City of Elk Grove Transit Services at
adacertification@elkgrovecity.org
The City of Elk Grove Customer Service Specialist will confirm receipt of your complaint.

Call:
Customer Service Specialist at (916) 627-3337

Verbal complaints will be accepted and transcribed by contacting the City of Elk Grove Customer Service Specialist at (916) 627-3337. Complaints may also be filed with external entities such as the Federal Transit Administration, the Equal Employment Opportunity Commission, or the Department of Fair Employment and Housing. Please review information on the respective agency websites for details on filing ADA complaints.
 
Should a complaint be filed with e-tran and an external entity simultaneously, the external complaint shall supersede the e-tran complaint.  However, e-tran will continue its own investigation of the complaint and make the findings available.
 
Investigations
Within 10 working days of receipt of the formal complaint, the Transit Administrative Assistant or his/her designee will notify the complainant and begin an investigation. The investigation may include discussion(s) of the complaint with all affected parties to determine the problem. The complainant may be represented by an attorney or other representative of his/her own choosing and may bring witnesses and present testimony and evidence in the course of the investigation.

The investigation will be conducted and completed within 60 days of the receipt of the formal complaint. The complainant will receive a letter stating the final decision by the end of the 60 day time limit.  

Decision Appeal
If the complainant wishes to appeal e-tran’s decision, the complainant shall make a request for a hearing in writing or other format (such as audio tape) within 30 days from receipt of the response. The complainant shall submit the request for a hearing to the Transit System Manager.

Mail to: 
Transit System Manager
City of Elk Grove, Transit Services
8401 Laguna Palms Way
Elk Grove, CA 95758.

In Person:
Elk Grove City Hall
Transit System Manager
8401 Laguna Palms Way
Elk Grove, CA 95758.

 
Within 15 days from receipt of the request for hearing, the Transit System Manager 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 Transit System Manager or his/her designee shall issue a final determination in writing within 21 days after the meeting. Please be aware the parties may extend any time limit set out above by written agreement.

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