ADA Grievance Process

C-TRAN is committed to compliance with Section 504 of the Rehabilitation Act of 1973, as amended; Americans with Disabilities Act (ADA), signed into law on July 26, 1990; and RCW 49.60, Washington’s Law Against Discrimination (WLAD). All grievances concerning discrimination in the provision or accessibility of C-TRAN programs, benefits or activities or about a response to a request for accommodation or modification of programs, services, benefits or activities should be submitted to C-TRAN. Below are C-TRAN’s policy and guidelines for submitting an ADA grievance:.

1. An ADA grievance must be submitted within 60 days following the action(s) upon which it is based. Any of the following methods can submit a formal ADA grievance: mail, email, phone or fax. An explanation and reason for the grievance must be included.
   
   Send to:

ADA Coordinator Julyla Deatherage
10600 NE 51st Circle
Vancouver, WA 98682

Email: ADA@c-tran.org

Phone: 360-906-7525
Persons who are deaf or hard-of-hearing may make a request by calling Washington State Relay at 711.

2. Once C-TRAN receives the grievance, the ADA Coordinator or their designee will contact you within 15 calendar days to discuss it, gather additional information and identify possible resolutions.
   
   
3. After the initial contact, the ADA Coordinator or designee shall respond within 21 calendar days in writing or other accessible formats. The response shall explain C-TRAN’s conclusions regarding the grievance and, if appropriate, suggest options for resolving the grievance.
   
   
4. If the grievance is not resolved to your satisfaction, you have the right to submit a review of the grievance. Review requests must be made within 15 calendar days from the date of the ADA Coordinator’s response and may be submitted by mail, email, phone or fax to:

C-TRAN ADA Chief
Attn: ADA Grievance Review Request
10600 NE 51st Circle
Vancouver, WA 98682

Email: ADA@c-tran.org

Phone: 360-695-0123
Persons who are deaf or hard-of-hearing may make a request by calling Washington State Relay at 711.

5. Within 21 calendar days after receiving the review request, the ADA Chief or their designee shall either respond to the grievance in written or other accessible format or contact the person making the grievance to obtain any necessary information.
   
   
6. If additional information is requested from the person submitting the grievance, the ADA Chief or their designee shall respond to the grievance within seven days of receiving the additional information.

C-TRAN will retain copies of grievances, investigation and resolution documentation, and C-TRAN’s response to the grievance in accordance with the complaint record retention requirements of the ADA, Washington State Archives Office and Washington State Department of Transportation Consolidated Grant Program.

To share information about its ADA grievance process, C-TRAN will use the same means it uses to inform the general public about its policies and procedures. This includes the organization’s website at www.c-tran.com.