TheBus/TheHandi-Van
REASONABLE MODIFICATION

All federally funded public transportation entities are subject to provide reasonable modifications to policies, practices, and procedures if needed by an individual with a disability to enable them to use TheBus /TheHandi-Van, unless providing such accommodations: would fundamentally alter the service; would create a direct threat to the health or safety of others; or, without the requested modification, the individual with a disability is able to fully use the service for its intended purpose.

• A customer may request the reasonable modification/accommodation through our customer service call centers, or through the online request form.
  
  
• Whenever feasible the request should be made in advance, especially if the basis for the request involves a permanent, long term condition or there is a barrier to accessing and using the transportation service.
  
  
• The request from the individual should be as specific as possible and include the information on why the requested modification is needed in order to allow the individual to use the transportation service.

COMPLAINT PROCESS

If a customer is not satisfied with the Reasonable Modification / Accommodation outcome, a complaint may be filed at:

Customers that have had their complaint denied by OTS for Reasonable Modification / Accommodation have the right to appeal the decision with the City Department of Transportation Services. A request for appeal must be filed with the Department of Transportation Services within 60 days from the receipt of the denial notification. The customer may mail their letter of appeal and direct inquiries about the appeal process to: