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All our customers, clients, and members of the public, should you believe you have been subjected to discrimination or should you believe you have been adversely affected resulting from a complaint based on:

  • - Title VI of the Civil Rights Act of 1964, which prohibits discrimination based on race, color, or national origin (including language).
  • - Section 504 of the Rehabilitation Act of 1973, which prohibits discrimination based on disability.
  • -Title IX of the Educations Amendments Act of 1972, which prohibits discrimination based on sex in education programs or activities.
  • - Age Discrimination Act of 1975, which prohibits discrimination based on age.
  • - U.S. Department of Homeland Security regulation 6 C.F.R. Part 19, which prohibits discrimination based on religion in social service programs.

You can submit all ADA Complaints by following the process below.

If you need to submit a Title VI complaint instead, please visit Title VI Complaint Process and Contact Form

If you need to submit complaints that are not ADA-related, please use the Customer Service form.

Americans with Disabilities Act (ADA) Complaint Procedure

Pittsburgh Regional Transit (PRT) is committed to ensuring that no person is excluded from participation in, denied the benefits of, or subjected to discrimination under any of our transit services on the basis of disability, as protected by the Americans with Disabilities Act of 1990 (ADA) and Section 504 of the Rehabilitation Act of 1973.

Filing an ADA Complaint

Any person who believes they have been discriminated against based on disability by PRT may file an ADA complaint. Complaints may be submitted by phone, through live chat, by online form, by email, or in person. in writing, by email, by phone, or in person.

Complaints should be filed within 180 calendar days of the alleged incident.

How to File

To file an ADA complaint, riders can:

  • - Call Customer Service at 412-442-2000 from 6 a.m. to 7 p.m. on weekdays and 8 a.m. to 4:30 p.m. on weekends and holidays.
  • - Chat with Customer Service digitally through live chat from 5 a.m. to 8 p.m. on weekdays and 8 a.m. to 5:30 p.m. on weekends and holidays.
  • - File a complaint using the Customer Service complaint form: Customer Service Complaint Form
  • - Email the ADA Compliance Officer directly at ADA@RidePRT.org.
  • - Write and mail a letter to Pittsburgh Regional Transit, ADA Compliance Officer, 345 Sixth Avenue, Floor 3, Pittsburgh, PA 15222

Alternative formats (Braille, large print, audio, languages other than English) are available upon request. Please contact the ADA Compliance Officer for assistance.

What to Include in Your Complaint

To assist in processing, please provide the following:

  • - Date, Time, and Location of the Incident
  • - Route & Direction You Were Heading
  • - Vehicle Number
  • - Description of the issue, including the service, program, or facility involved
  • - Your name, address, and telephone number
  • - The name of the complainant (if filing on someone else’s behalf)
  • - Names of individuals involved, if known

Complaint Review Process

  • - Once a complaint is received, PRT will review it to ensure it falls under ADA regulations.
  • - Complaints will be investigated and a written response will be provided within 30 calendar days whenever possible.
  • - If more information is needed to resolve the case, PRT may contact the complainant. The complainant has 10 business days from the date of contact to provide additional information.
  • - A written determination of findings and any corrective actions will be issued.

Appeal Process

If the complainant disagrees with the determination, they may request reconsideration within 10 business days of the decision. Appeals should be sent in writing to:

ADA Compliance Officer
Pittsburgh Regional Transit
345 Sixth Avenue, Floor 3, Pittsburgh, PA 15222
ADA@RidePRT.org

Record Retention

PRT keeps original copies of all ADA-related complaints for at least one year. PRT keeps a summary record of all ADA-related complaints for at least five years.

Filing with the Federal Transit Administration (FTA)

The FTA encourages individuals to first file a complaint directly with the transit provider to allow for local resolution.

If the local agency is unresponsive, individuals can file a complaint with the FTA's Office of Civil Rights at:

Federal Transit Administration
Office of Civil Rights
1200 New Jersey Avenue SE
Washington, DC 20590

Contact Us

ADA Compliance Officer: Deborah Phillips, Director of Systemwide Accessibility

ADA@RidePRT.org