Access Scioto County Public Transit

Purpose

To establish a method for passengers to communicate complaints; including all complaints filed under Title VI of the Civil Rights Act of 1964, Section 504 of the Rehabilitation Act of 1973, and the Americans with Disabilities Act of 1990, for alleged discrimination by Access Scioto County Public Transit (ASC).

The staff and management of ASC is dedicated to minimizing instances of complaints and grievances through the delivery of safe, reliable, affordable and efficient public transportation service throughout the Scioto County area regardless of age, race, income or disability.

It is the goal of ASC to resolve any complaint in a prompt and timely manner and at the lowest level of supervision. All employees receiving customer complaints should always be friendly, polite, and helpful and try their best to resolve the problem if they can.

It is not the purpose of this policy to persuade or deny the right of the complainant to file formal complaints with other State or Federal agencies or to seek private counsel for complaints alleging discrimination but to bring resolution that is satisfactory to the complainant.

1. All complaints are to be documented using the ASC Customer Complaint Form and the completed forms; including resolutions are to be maintained in the Transportation Coordinator’s (Coordinator) office at 601 Eighth Street, Portsmouth, Ohio 45662.

2. The option of informal mediation meeting(s) or telephone conversations between the affected parties and ASC may be utilized for resolution however an ASC Customer Complaint Form must be completed documenting the complaint and the resolution resulting from the informal mediation.

3. Any individual, group of individuals or entity including those that believes they have been subjected to discrimination prohibited under Title VI and related statues may file a written complaint to the following address:

Ohio Relay Service: 800-750-0750 (For deaf, deaf-blind, hard-of-hearing or speech-disabled persons)

4. The Coordinator will respond to all written complaints within forty eight (48) hours after receipt with follow up and resolution, if possible, to be provided within fifteen (15) working days.

5. If the complainant is not satisfied with the Coordinator’s resolution, the resolution may be appealed in writing to the Board of Scioto County Commissioners (Commissioners) within fifteen (15) working days after receipt of the Coordinator’s response at the following address:

6. The appeal will be reviewed by the Commissioners, who will provide a written response to the complainant and the Coordinator within thirty (30) days of receipt of the appeal.

7. If the complainant is not satisfied with the decision of the Commissioners they can appeal in writing to the Ohio Department of Transportation within in fifteen (15) days of receipt of the Commissioners decision at the following address:

1. In the case where a complainant is unable or incapable of providing a written statement, a verbal complaint may be made to the Coordinator or any other available staff. Under these circumstances, the complainant will be interviewed and the staff person receiving the complaint will convert the verbal allegations to writing. The staff person recording the complaint will complete an ASC Customer Complaint Form.