Procedures for Customer Complaints under the Americans with Disabilities Act (ADA)
Under the provisions of the Americans with Disabilities Act, DRPA/PATCO, as a public transportation agency, may not discriminate against people with disabilities in the provision of its services. Any customer or rider who believes that DRPA/PATCO has discriminated against her/him based on a disability may file a complaint with DRPA/PATCO by completing DRPA/PATCO’s Suggestions/Comments/Complaints form. DRPA/PATCO will investigate all complaints that it receives within 180 days after an alleged act of discrimination.
After receipt of a complaint, DRPA/PATCO will mail the complainant an acknowledgment letter. All ADA complaints should be forwarded to DRPA/PATCO’s Office of General Counsel (OGC) at One Port Center. The OGC will investigate the complaint within 30 days of its receipt. If additional information is needed to resolve the complaint, the OGC may contact the complainant. If the OGC does not receive the additional information with 30 business days, the OGC will notify the complainant that it is closing the case. A case can also be closed if the complainant advises DRPA/PATCO/OGC that she or he no longer wishes to pursue the case.
After completing its review of the complaint, the OGC will advise the claimant that it is either closing the case with no action or that it will take action as a result of the complaint. A closure letter will summarize the complainant’s allegations and DRPA/PATCO’s investigation and state that DRPA/PATCO, after its review of the matter, has determined that there was no violation of the ADA and that the case will be closed. Alternatively, an action letter will summarize the complainant’s allegations and DRPA/PATCO’s investigation, describe any ADA violation that DRPA/PATCO found and explain what actions its will take as a result of the finding; e.g., additional training of staff or other actions. If the complainant wishes to appeal any decision by DRPA/PATCO, she/he has 30 days after the date of the letter to do so.
A customer or rider may also file a complaint directly with the Federal Transit Administration, at FTA Office of Civil Rights, 1200 New Jersey Avenue SE, Washington, DC 20590.
Alternate Means of Transportation for Individuals with Disabilities
If you arrive at a particular station and find the elevator out of service, PATCO will arrange for alternate transportation to the closest station with an operating elevator. You can either call (856) 772-6900 or use the elevator intercom/phone to make a request.
Reasonable Modification Notice
PATCO service will make reasonable modifications to policies and practices to ensure program accessibility subject to several government exceptions.
Please contact PATCO to submit a request for a reasonable modification regarding accessibility --
By mail at PO Box 4262, Lindenwold, NJ 08021 or by telephone at (856) 772-6900.
Please note PATCO may deny any requested modification if: