ADA Complaint Procedures
Jackson County Transit is committed to providing safe, reliable, and accessible transportation options. All comments, positive or negative, are welcomed and will be considered and/or investigated by Jackson County Transit. Passengers may send their comments to Jackson County Transit by mail, phone, or online using the Incident/Complaint Form. Jackson County Transit advertises the complaint process as part of the ADA Policy. Click here for the Incident / Complaint Form.
Jackson County Transit has designated the Transit Director to coordinate its efforts to comply with Part 37.
JCT will communicate its response to the complainant within 30 days, including the reasons for the response. Responses may include written, electronic, in‐person and telephonic response. All responses are documented and are also added to the Jackson County Transit complaint database. Dates to track include:
• Date of receipt
• Date of assignment for investigation
• Date of resolution
• Date of communication to complainant
The agency must keep all complaints of noncompliance on file for one year and a record of all such complaints (which may be in summary form) for five years.
The Transit Director will communicate with all parties involved, the complainant as well as pertinent operations staff.
The investigation may also include:
• Video recordings from facility surveillance and on‐board cameras
• Written communications (paper and electronic)
• System data including location tracking, dispatch records, notes and input
• Driver manifests (paper or electronic)
• Interviews with transit agency employees and other riders who may be witnesses to the incident
If complainants disagree with the determination by the Transit System Employee, they can appeal the decision in writing within thirty (30) days from the date of the determination letter. The appeal letter should state the reason (s) the complainant believes the decision was in error.
The appeal letter should be mailed to: Transit Director, Jackson County Transit, 1148 Haywood Rd, Sylva, NC 28779.
Individuals or any specific class of individuals, personally or through a representative, may submit a complaint to FTA. Those wishing to submit a complaint may do so independent of a transit agency’s complaint process. FTA provides an optional Civil Rights Complaint Form on its website for complainants to complete within 180 days from the date of the alleged discrimination. FTA’s practice is to encourage riders and others to resolve issues with local agencies when possible before filing a complaint with FTA. Federal Transit Administration Office of Civil Rights Attention: Complaint Team East Building, 5th Floor – TCR 1200 New Jersey Avenue, SE Washington, DC 20590
With your form, please attach on separate sheet(s):
• A summary of your allegations and any supporting documentation.
• Sufficient details for an investigator to understand why you believe a public transit provider has violated your rights, with specifics such as dates and times of incidents.
• Any related correspondence from the transit provider.
FTA Civil Rights Complaint Form link: