SolTrans

ADA Complaints Policy

SolTrans is committed to providing safe, reliable, and accessible transportation services. Any person who believes that they have been discriminated against or denied full participation in SolTrans’ services or programs on the basis of disability is encouraged to file an ADA complaint. Customers may file ADA complaints using the webform at soltransride.com, by email to info@soltransride.com, by telephone at (707) 736-6990, and by mail or in person at:

Vallejo Transit Center
311 Sacramento St
Vallejo, CA 94590

OR

SolTrans O&M Facility
1850 Broadway St
Vallejo, CA 94589

All ADA complaints should be directed to the attention of the Manager, Operations & Planning. Assistance filing ADA complaints will be provided upon request.

Upon receipt of an ADA complaint, SolTrans will review the submitted information and issue a preliminary response to the complainant within 72 hours, acknowledging receipt of the complaint.

Following the preliminary response, SolTrans may require up to 30 calendar days to fully investigate a complaint. If additional information is required in order to resolve the complaint, SolTrans may contact the complainant. If SolTrans is unable to reach the complainant, or if the requested information is not provided to SolTrans within 10 business days, SolTrans has the right to administratively close the case. A case can also be administratively closed if the complainant no longer wishes to pursue their case.

Once the investigation is complete, a written response will be sent to the complainant by the Manager, Operations & Planning, or their designee. The response letter will include:

  • Steps taken to investigate the ADA complaint
  • The outcome or findings of the investigation
  • Any corrective measures taken to address deficiencies identified or confirmed through the investigation

If the complainant wishes to appeal the conclusions of their response letter, they will have 10 business days from the date of the letter to do so. Appeals should be directed to the attention of the Executive Director.

SolTrans will retain records of all ADA complaints, complaint investigations, and appeals for three years in accordance with the SolTrans records retention schedule policy.