ADA Grievance

The Santa Clara Valley Transportation Authority (VTA) is committed to ensuring that no person is denied access to its services, programs, or activities on the basis of a disability.

Any person with a disability who believes that they have been discriminated against when accessing VTA’s transit services, public information, or employment opportunities may file a grievance with VTA’s ADA/504 Coordinator, Jolene Bradford.

Complaint Process

Complaints must be filed within 180 days of the alleged discriminatory act. The preferred method to file the complaint is in writing using the ADA Complaint Form and sending it to:

Jolene Bradford, ADA/504 Coordinator
VTA Accessibility, Civil Rights, and Equity (ACRE)
Santa Clara Valley Transportation Authority
3331 North First Street, B1
San Jose, CA 95134

Verbal complaints will be accepted and transcribed by contacting VTA’s customer service center at (408) 321-2300  or TTY for the hearing-impaired (408) 321-2330. 

Complaints may also be filed with external entities such as the Federal Transit Administration, the Federal Highway Administration, Caltrans, or California’s Civil Rights Department. Please review information on the respective agency websites for details on filing ADA complaints.

Should a complaint be filed with VTA and an external entity simultaneously, the external complaint shall supersede the VTA complaint.  However, VTA will continue its own investigation of the complaint and make the findings available.

Investigations

Within 10 working days of receipt of the formal complaint, the ADA/504 Coordinator, or their designee, will initiate an investigation.

The investigation will address complaints against any VTA department(s) and may include discussion(s) of the complaint with all affected parties to determine the problem.  The investigation will be conducted and completed within 60 days of the receipt of the formal complaint.

Based upon all the information received, the ADA/504 Coordinator, or their designee, will make a determination whether policies have been violated.

The complainant will receive an email or a letter stating the final decision by the end of the 60-day time limit. Most investigations are completed within 30 days.

The complainant will have five (5) business days from receipt of the letter to appeal to VTA. If no appeal is received, the complaint will be closed.

Appeals to VTA can be made to:
VTA Accessibility, Civil Rights, and Equity (ACRE)
Santa Clara Valley Transportation Authority
3331 North First Street, B-2
San Jose, CA 95134
(408) 952-8901

All written complaints received by the ADA/504 Coordinator, or their designee, as well as complaints made to the Federal Transit Administration, the Federal Highway Administration, Caltrans, or California’s Civil Rights Department, including responses from these offices, will be retained by VTA for at least one year.

The Santa Clara Valley Transportation Authority (VTA) is committed to ensuring that no person is denied access to its services, programs, or activities on the basis of a disability.

Any person with a disability who believes that they have been discriminated against when accessing VTA’s transit services, public information, or employment opportunities may file a grievance with VTA’s ADA/504 Coordinator, Jolene Bradford.

Complaint Process

Complaints must be filed within 180 days of the alleged discriminatory act. The preferred method to file the complaint is in writing using the ADA Complaint Form and sending it to:

Jolene Bradford, ADA/504 Coordinator
VTA Accessibility, Civil Rights, and Equity (ACRE)
Santa Clara Valley Transportation Authority
3331 North First Street, B1
San Jose, CA 95134

Verbal complaints will be accepted and transcribed by contacting VTA’s customer service center at (408) 321-2300  or TTY for the hearing-impaired (408) 321-2330. 

Complaints may also be filed with external entities such as the Federal Transit Administration, the Federal Highway Administration, Caltrans, or California’s Civil Rights Department. Please review information on the respective agency websites for details on filing ADA complaints.

Should a complaint be filed with VTA and an external entity simultaneously, the external complaint shall supersede the VTA complaint.  However, VTA will continue its own investigation of the complaint and make the findings available.

Investigations

Within 10 working days of receipt of the formal complaint, the ADA/504 Coordinator, or their designee, will initiate an investigation.

The investigation will address complaints against any VTA department(s) and may include discussion(s) of the complaint with all affected parties to determine the problem.  The investigation will be conducted and completed within 60 days of the receipt of the formal complaint.

Based upon all the information received, the ADA/504 Coordinator, or their designee, will make a determination whether policies have been violated.

The complainant will receive an email or a letter stating the final decision by the end of the 60-day time limit. Most investigations are completed within 30 days.

The complainant will have five (5) business days from receipt of the letter to appeal to VTA. If no appeal is received, the complaint will be closed.

Appeals to VTA can be made to:
VTA Accessibility, Civil Rights, and Equity (ACRE)
Santa Clara Valley Transportation Authority
3331 North First Street, B-2
San Jose, CA 95134
(408) 952-8901

All written complaints received by the ADA/504 Coordinator, or their designee, as well as complaints made to the Federal Transit Administration, the Federal Highway Administration, Caltrans, or California’s Civil Rights Department, including responses from these offices, will be retained by VTA for at least one year.