In compliance with the U.S Department of Transportation Americans wih Disabilities Act (ADA) of 1990, Gold Coast Transit District (GCTD) is committed to ensuring that no person is excluded from participation in or denied the benefits of its services and programs on the basis of disability.
We welcome all feedback from customers regarding their experience(s) using transit services provided by the District. Customer complaints are carefully reviewed.
Any person who believes that he or she has been subjected to discrimination on the basis of disability may file an ADA complaint with GCTD.
GCTD will acknowledge in writing the receipt of the complaint within ten (10) working days.
All complaints alleging discrimination based on disability in a transit service or benefit provided by GCTD will be investigated promptly. Based upon the receipt of all information required, the investigation will be completed within ninety (90) days of receipt of all information. If GCTD requires additional information to investigate the complaint, GCTD may submit a written request to the complainant to provide additional information. The request will contain a deadline to submit the additional information. Receipt of additional relevant information may expand the timing of the complaint resolution.
Responsible GCTD operating divisions or administrative departments investigate all complainants. The GCTD General Manager will determine if the complaint may be administratively closed or if a final written response is needed. If a final written response is needed, GCTD will send the response to the complainant. The written response will notify the complainant that there were violations and that efforts that are underway to correct them or that they file will be closed because the investigation did not uncover any violations.
The complainant also will be advised of his/her right to appeal the response to federal and state authorities as appropriate. The individual’s right to a prompt and equitable resolution of a complaint will not be impaired by his/her pursuit of other remedies. The use of this grievance process is not a prerequisite to the pursuit of other remedies.