Procedures

If you have a complaint about the accessibility of our transit system or service, or believe you have been discriminated against because of your disability, you can file a complaint. Please provide all facts and circumstances surrounding your issue or complaint so we can fully investigate the incident.

You may file a signed, dated and written complaint no more than 180 days from the date of the alleged incident. The complaint should include:

• List your name, address and telephone number. (See Section 1 of the ADA Complaint Form)

• Provide how, why, and when you believe you were discriminated against. Include as much specific, detailed information as possible about the alleged acts of discrimination, and any other relevant information. (See Sections 2 and 3 of the ADA Complaint Form)

• The Complete form with your signature verifying you filled out the form. (See Section 4 of the ADA Complaint Form)

How do you file a complaint?

You can request a copy of the ADA complaint form by visiting, writing or calling the Imperial County Transportation Commission at the address listed below. In addition, you can view our ADA complaint procedures at imperialctc.org or the transit service websites at ivtransit.org, ivtaccess.org.

  Imperial County Transportation Commission (ICTC)
  Attn. ADA Certification Coordinator
  1503 N. Imperial Ave., Suite 104
  El Centro, CA 92243
  Office: 760-592-4494

Once completed, please take or submit your complaint form to the address listed above.

Do you need assistance with completing your complaint?

If you are unable to complete a written complaint due to a disability, please contact a Regional Mobility Coordinator at 760-592-4494.

How will your complaint be handled?

ICTC investigates complaints received no more than 180 days after the alleged incident. ICTC will process complaints that are complete. Once a completed complaint is received, ICTC will review it to determine if ICTC has jurisdiction.

ICTC will generally complete an investigation within 90 days from receipt of a complaint. If more information is needed to resolve the case, ICTC may contact you. Unless a longer period is specified by ICTC, you will have ten (10) days from the date of the request to send the requested information. If the requested information is not received, ICTC may close the case due to a lack of information. A case may also be closed if you no longer wish to pursue it.

After an investigation is complete, ICTC will send you a letter summarizing the results of the investigation, stating the findings and advising of any corrective action to be take n as a result of the investigation. If you disagree with ICTC’s determination, you may request reconsideration by submitting a request for an appeal in writing to ICTC’s Executive Director within seven (7) days after the date of ICTC’s letter, stating the basis for the reconsideration. The Executive Director will notify you of the decision either t o accept or reject t he request for reconsideration within ten (10) days.

ICTC may then convene a Committee called the Americans with Disabilities Act Advisory Committee (ADAAC) to review the appeal and provide a recommendation to the Executive Director to accept or reject t he request for reconsideration.

The Executive Director will issue a final determination letter to the complainant upon completion of the appeal/reconsideration review.

Do I have other options for filing a complaint?

We encourage that you file the complaint with us so we can review it first. However, you may file a complaint at any time with the Federal Transit Administration.

  Transit Administration Office of Civil Rights
  Attention: Complaint Team
  East Building, 5th Floor – TCR
  1200 New Jersey Ave., SE
  Washington, DC 20590

Documents