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Your Rights under the Americans with Disabilities Act (ADA)

TCATA is committed to providing all passengers with safe, convenient and comfortable service that is accessible and usable by seniors and people with disabilities. TCATA fully complies with the Americans with Disabilities Act (ADA) of 1990 and related statutes and regulations in all programs and activities.

TCATA does not limit the availability of complementary paratransit service to ADA paratransit eligible individuals in any way.  Specifically, TCATA does not restrict the number of trips an ADA eligible individual will be provided, and accommodates all ADA paratransit trip requests, regardless of trip purpose, as long as those trips can be made during normal operational hours. (Monday-Friday - 6:00 am - 10:00 pm and Saturday, 8:00 am -9:00 pm.)

TCATA tracks its ADA Complementary Paratransit Service to ensure that there is no operational pattern or practice that significantly limits the availability of service to ADA paratransit eligible persons. To do this, it monitors such statistics as untimely pickups for initial or return trips, trip denials or missed trips, and trips with excessive trip lengths.

What is ADA?

The Americans with Disabilities Act of 1990 (ADA) prohibits discrimination and ensures equal opportunity and access for persons with disabilities. If you have a complaint about the accessibility of TCATA services or facilities or believe you have been discriminated against on the basis of your disability, you can use this form to file a complaint. Please provide all facts and circumstances surrounding your issue or complaint so we can fully investigate the incident.

How do I express a service concern or complaint?

Any person who believes him/herself or any specific class of persons, to be subject to discrimination prohibited by The Americans with Disabilities Act (ADA) may by him/herself or by a representative file a complaint with TCATA.

A complaint must be filed no later than 60 days after the date of the alleged discrimination and contain the following information:

1. A complaint must be filed in writing and must contain the name and address of the person filing it and a brief description, including the date and location, of the alleged violation. If necessary, an alternative means of filing the complaint or receiving the response may be requested.

2. Complaints should be filed in as timely a manner as possible but no later than 60 business days after the alleged violation.

3 An investigation by the ADA Compliance Officer, as may be appropriate, shall follow a filing of complaint. These rules contemplate informal but thorough investigations, affording all interested persons and their representatives, if any, an opportunity to submit evidence relevant to a complaint.

4. The ADA Compliance Officer or designee will provide a response in writing, or in an alternative format if requested, to the complainant within 30 business days after the complaint is received.

This page last updated on 3/8/2024.

Please submit ADA complaints to TCATA by mail or email:

ADA Complaint Form  (PDF)

ADA Complaint Form (Fillable Word)

ADA Complaint Form (Word)

ADA Complaint Procedure

Twin Cities Area Transportation Authority ADA Paratransit Policies and Procedures 

Mailing Address :  275 Wall Street, Benton Harbor Michigan 49022

Email:  office@tcatabus.org