ADA

Reasonable Modification Policy  

Tulsa Transit is committed to providing equal access and opportunity to qualified individuals with disabilities in all programs, services, and activities. Tulsa Transit recognizes that, in order to have equally effective opportunities and benefits, individuals with disabilities may need reasonable modifications to policies and procedures. Tulsa Transit will adhere to all applicable federal and state laws, regulations, and guidelines with respect to providing reasonable modifications, as necessary, to afford equal access to programs for persons with disabilities. Tulsa Transit does not discriminate on the basis of disability in admission to, participation in, or receipt of services and benefits under any transit program or activity. Tulsa Transit will take appropriate steps to ensure that persons with disabilities have an equal opportunity to participate.

No qualified individual with a disability shall, by reason of such disability, be excluded from participation in or be denied the benefits of the services, programs, or activities of Tulsa Transit, or be subject to discrimination by Tulsa Transit.

ADA Complaint Policies and Procedures

Tulsa Transit’s Call Center receives ADA complaints from customers or their representatives regarding fixed-route, fixed-route flexible, and ADA complementary paratransit operations, policies, and procedures. The following policy outlines the process for recording, investigating, responding to, and maintaining ADA complaints.

Objectives

The objectives of the complaint procedures are to:

  • Provide an opportunity for customers to report any policies, procedures, or actions by Tulsa Transit they believe violate the ADA regulations.
  • Document and investigate the allegations in a timely and thorough manner.
  • Timely respond to customers and provide the outcome of the investigation.

Civil Rights Officer

Tulsa Transit’s Civil Rights Officer investigates ADA complaints. The Civil Rights Officer is:

Liann Alfaro
Civil Rights Officer
510 S. Rockford Ave. Tulsa, OK 74120

Complaint Receipt

Any individual who feels they have experienced unlawful discrimination under ADA can submit a complaint at no charge.

Ways to submit a claim form

Mail

510 S. Rockford Avenue
Tulsa, OK 74120

Via this website

To file an online complaint form please click here: ADA Complaint Form.

In person

Denver Avenue Station
319 S. Denver Ave.
Tulsa, OK

Memorial Midtown Station
7952 E. 33rd St.
Tulsa, OK

Complaints are taken up to 180 days past the date of the incident. Beyond that time period, complaints will be classified as comments.

The complaint is input into a Call Log in the Quality Assurance software by a Customer Service Representative immediately upon receipt of the complaint. In order for a complaint to be investigated, customers or their representatives must provide an address, telephone number, or email address. Those complaints without contact information will be classified as comments.

Service Coordinators in the Call Center review the complaints for completeness and accuracy and call the customer if additional details are needed for the investigation. Service Coordinators have three (3) calendar days to complete the initial review.

Complaint Investigation and Customer Follow-up

Any complaint that alleges discrimination on the basis of disability will be designated as an ADA complaint. The Civil Rights Officer will be responsible for investigating the complaint and following up with the customer.

The Civil Rights Officer will be responsible for contacting the appropriate manager/ service contractor(s) to get information needed in order to complete the investigation of the complaint including, but not limited to, any video or audio recordings of the incident.

Once the investigation has been completed, the Civil Rights Officer will make a decision regarding the validity of the complaint and what, if any, remedial actions will be taken to address the complainant’s concerns.

The Civil Rights Officer will notify the complainant in writing of Tulsa Transit’s decision regarding the complaint typically within seven (7) calendar days after the investigation has been completed.

If complainants disagree with the determination by the Civil Rights Officer, they can appeal the decision in writing within thirty (30) days from the date of the determination letter. The appeal letter should state the reason(s) the complainant believes the decision was in error. The appeal letter should be mailed to:

General Manager
Tulsa Transit
P.O. Box 52488
Tulsa Ok 74152

Complaint Tracking and Record Retention

The Civil Rights Officer will be responsible for tracking all ADA complaints for the purpose of establishing trends in allegations of discrimination.

The Civil Rights Officer will maintain a summary log of all ADA complaints. In addition, all complaint documents and materials gathered during the investigation are maintained for no less than five (5) years.

Completing the ADA Complaint Form

The following information is provided in an effort to assist you in the completion of the discrimination complaint form.

  • Please answer all sections of the applicable complaint form. In completing the form, please provide clear and concise information when describing the alleged discriminatory practice(s) and/or act(s). Incomplete forms will be returned without further processing.
  • For additional information or assistance in filing your complaint, contact Tulsa Transit’s Customer Service Center at 918-582-2100 (TDD: 918-584-7209).
  • If mailing in a complaint form please mail it to
    • Tulsa Transit Attn: Civil Rights Officer
    • 510 S. Rockford Avenue,
    • Tulsa, OK 74120.
  • Fill out the online form on this website. ( ADA Complaint Form).
  • Or Submit by email to info@tulsatransit.org.