RTD makes every effort to ensure individuals with disabilities have access to, and benefits from, our services. In compliance with the Americans with Disabilities Act, and FTA requirements, we invite requests for reasonable modifications to customers with disabilities.
Reasonable modifications include changes, exceptions or adjustments to our rules, policies, practices, and procedures to provide everyone with the opportunity to use RTD services.View RTD's Reasonable Modification Statement
Examples of Reasonable Modifications
Per FTA Regulations the following two examples are plausible reasonable modification requests.
For fixed route services, a passenger's request for a driver to position the vehicle to avoid obstructions to the passenger's ability to enter or leave the vehicle at a designated stop location, such as parked cars, snow banks, and construction, should be granted so long as positioning the vehicle to avoid the obstruction does not pose a direct threat. To be granted, such a request should result in the vehicle stopping in reasonably close proximity to the designated stop location. Transportation entities are not required to pick up passengers with disabilities at non-designated locations. Fixed route operators would not have to establish flag stop or route-deviation policies, as these would be fundamental alterations to a fixed route system rather than reasonable modifications of a system. Likewise, subject to the limitations discussed in the introduction to this appendix, paratransit operators should be flexible in establishing pick up and drop off points to avoid obstructions.
A passenger's request for transit personnel (e.g., the driver, station attendant) to handle the fare media when the passenger with a disability cannot pay the fare by the generally established means should be granted on fixed route or paratransit service (e.g., in a situation where a bus passenger cannot reach or insert a fare into the fare box). Transit personnel are not required to reach into pockets or backpacks in order to extract the fare media.
Pre-arranged ModificationsAlternate Pick-Up Location
A para-transit passenger may request to be picked up at home, but not at the front door of his or her home. This request and arrangements should be granted as long as the requested pick-up location does not pose a direct threat or create a fundamental alteration to the service.
Request Reasonable Modification
You may request reasonable modification in the following ways.
Submit an ADA Complaint
You may submit a formal complaint in the following ways:
To file an ADA complaint by phone contact:
To file an ADA complaint electronically:
Filing an Appeal
If you are dissatisfied with the result of your ADA complaint, you may submit your appeal in writing to RTD's ADA Manager by completing this online fill-in appeals form.
You may also submit your appeal in writing to:Edward.Neuberg@rtd-denver.com
Attention: ADA Manager
1600 Blake Street - BLK 31
Denver, Colorado 80202
RTD's Grievance and Complaint Process
Under Title II of the Americans with Disabilities Act (ADA) RTD is required to make its services and programs accessible to people with disabilities and in compliance with the ADA. This procedure satisfies RTD’s obligation to provide a grievance procedure under Title II. If you feel that you have not been able to access a program or service of RTD because of accessibility issues, or have been discriminated against based on your disability, you may submit an ADA Complaint.
How to Submit an ADA Complaint to RTD
Please submit your complaint to RTD Customer Care by completing the web form or call 303.299.6000 [(tdd) 303.299.6089]. For an alternative format to submit your ADA complaint, please contact RTD’s ADA Manager. Please be sure to communicate whether your complaint is related to your disability and provide sufficient facts demonstrating how your complaint is related to your disability. You will receive an automatic acknowledgment of receipt within three business days, provided an email address was submitted. You will receive a response with the results within 20 business days, if you requested a response and provided sufficient contact information.
This procedure is intended to satisfy RTD’s obligations under the ADA and applies to anyone alleging discrimination on the basis of a disability in RTD’s provision of its services, activities, programs or benefits. This process is designed to provide you with the opportunity to quickly and effectively resolve any issue(s) as it relates to the ADA and RTD. Your complaint will be investigated in accordance with RTD’s ADA complaint procedure.
Appeal Process for an ADA Complaint
If you are dissatisfied with the result of your ADA complaint, you may submit your appeal to RTD’s ADA Manager by completing this online fill-in appeals form.
You must submit an appeal within 30 calendar days after you received your results or after you originally submitted your complaint, whichever is later. The appeal must be in writing and state all facts and arguments supporting your belief that the complaint was not appropriately resolved. The ADA Manager, or his designee, will review the complaint and provide a written response within 30 calendar days.
For an alternative format to file your ADA Appeal, please contact the RTD ADA Manager, Ed Neuberg, or his designee, at 303-299-2370. The ADA Manager's full contact information can be found to the right. RTD will retain your complaint, appeal and response for at least one year.
For organizations or businesses outside RTD’s responsibility please contact the Department of Justice at 1-800-514-0301.
RTD shall take the appropriate steps to ensure that communication with applicants, participants, and members of the public with disabilities is effective. RTD shall furnish appropriate auxiliary aids and services where necessary to afford a person with a disability an equal opportunity to participate in RTD programs and services.
This would include, but is not limited to, sign language interpreters, Braille, CART, large print, accessible online documents, etc. Please contact ADA Manager Edward Neuberg for assistance and allow a 3 business-day notice for arrangements.