ADA Policy Statement

Valley Metro makes it a priority to ensure equal access, seating and treatment for all passengers. No passenger riding any Valley Metro service will be subjected to discrimination under the rules of Title II of the Americans with Disabilities Act of 1990 (as amended).

What is Title II?

Title II of the Americans with Disabilities Act of 1990 (as amended) protects all individuals from being denied service or being discriminated against by any public entity including public transit. 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?

Valley Metro wants all passengers to ride freely and with confidence. If anyone feels they’ve been discriminated against by being denied service or related reasons by Valley Metro, its operators or third party contractors may file a complaint with Valley Metro Customer Service within 180 days of the alleged incident.

Methods For Filing

Passengers have the option to submit a complaint online, through mail or in person.

  • Online: Fill out our easy-to-use online complaint form
  • Mail or In Person: Valley Metro offers a printable complaint form in both English and Spanish. After you print and fill out the form feel free to submit by mail to or stop by the following location:
    • Valley Metro Customer Service
      4600 E. Washington St., Suite 101
      Phoenix, AZ 85034

Federal Transit Administration

The FTA also allows passengers the opportunity to directly file a complaint with in the 180-day time frame.

Federal Transit Administration
Attention: Director, FTA Office of Civil Rights
East Building, 5th Floor, TCR
1200 New Jersey Ave., SE
Washington, D.C. 20590

Helpful Hints

  • When filing, make sure to include all relative information such as date, time and location of the act.
  • Also make sure to include your applicable contact information.
  • The City of Phoenix is responsible for monitoring the process of all complaints.
  • Valley Metro Customer Service will process each complaint and assign appropriate staff members for investigation.

For more information contact csr@valeymetro.org or call (602) 253-5000 or TTY (602) 251-2039.
 

Get In Touch

Contact Customer Service

For more information on ADA Policy

(602) 253-5000