Providing Public Transportation
Alternatives for the Greater
Phoenix Metro Area

ADA Policy Statement

Passengers using public transportation are entitled to equal access, seating and treatment.  Under Title II of the Americans with Disabilities Act of 1990 (as amended) and related statutes, Valley Metro must ensure that no person shall, on the grounds of disability, be excluded from participation in, be denied the benefits of, or be subjected to discrimination under any program, activity or service it administers.

What is Title II of the ADA?

Title II of the Americans with Disabilities Act of 1990 (as amended) states, in part, that “no qualified individual with a disability shall, on the basis of disability, be excluded from participation in or be denied the benefits of the services, programs or activities of a public entity, or be subjected to discrimination by any public entity.”  Valley Metro is committed to complying with the requirements of Title II of the ADA in all of its programs, services, benefits and activities.

How do I file a complaint?

Any person who believes that he or she has been excluded from participation in, been denied the benefits of, or otherwise subjected to unlawful discrimination under any Valley Metro service, program or activity, and believes the discrimination is based solely upon a disability, may file a formal complaint with Valley Metro Customer Service. This anti-discrimination protection also extends to the activities and programs of Valley Metro’s third party contractors.

Complaints for alleged non-compliance with the ADA regulations may be lodged with Valley Metro Customer Service.  Any such complaint should be filed as soon as possible, but not later than 180 days after the alleged discriminatory act (or latest occurrence).  All complaints must describe the facts including, if applicable, the date, time and location of the alleged incident.  Any person submitting a complaint must include his or her name, address, telephone number and e-mail address, if one is available.

ADA/Title II complaints may be filed by any of the following methods:

To submit a complaint online, fill out the
Online complaint form    Download complaint form (PDF)

Mail or in person:

To submit a claim by mail or in-person, please fill out the
printable complaint form (English) | (Spanish)
and mail/take the completed form to:
Valley Metro Customer Service
4600 East Washington Street, Suite 101
Phoenix, AZ 85034

Individuals may also file complaints directly with the Federal Transit Administration (FTA) within the 180-day timeframe.
Federal Transit Administration
Attention: Director, FTA Office of Civil Rights
East Building, 5th floor, TCR
1200 New Jersey Avenue, SE
Washington, D.C. 20590

Complaints received by Customer Service will be documented and assigned to the appropriate staff member(s) for investigation in accordance with federal standards (28 CFR Part 35 and 49 CFR Part 37).  After the complaint is processed, Customer Service will respond to the complainant and, if warranted by the investigation, take appropriate action.  The City of Phoenix, as the designated recipient of federal funds for this region, is responsible for monitoring this process.

Note:  To request information in alternative formats, please contact Customer Service.
Phone: (602) 253-5000, TTY: (602) 251-2039