Any person who believes himself/herself or any specific class of individuals to be harmed by failure to comply with the Federal Transit Administration (FTA) ADA Circular may, personally or through a representative, file a written complaint with the Main Street Station ADA Coordinator. A Complaint must be filed not later than 180 days from the date of the alleged discrimination, unless the time for filing is extended by the ADA Coordinator for the Main Street Station.

The Main Street Station Property and Facilities Manager is the designated ADA Coordinator for the Main Street Station. The Station's ADA Coordinator is a City of Richmond employee with an office located on site at the Main Street Station. The current Main Street Station Property and Facilities Manager and ADA Coordinator is Crystal Lowery.

The ADA Complaint Process is advertised on the Main Street Station website. The ADA Complaint process and ADA Complaint Forms are also available on site at the Main Street Station multimodal transportation center, first floor "Information" security counter which is manned during the hours the station is open. This Information security counter is located just inside of the Main Street entrance, 1500 E. Main Street Richmond Virginia, 23219.

The complaints are directed to the Main Street Station's ADA Coordinator, Crystal Lowery.

The Main Street Station ADA Coordinator will be responsible for maintaining the ADA Complaint log. ADA complaints will be logged in the ADA Complaint Section of the Operation and Maintenance Manual and the records will be maintained for five years minimum. In addition, all requests for the ADA Complaint process that are made in person on site, will be logged by the on-site security team. These logs will also be maintained for five years minimum in the ADA Complaint Section of the Operation and Maintenance Manual.

All ADA complaints received will be reviewed and discussed weekly during the Main Street Station Operation and Facilities Meeting on site at the Station. These meetings are attended by the Main Street Station ADA Coordinator, the hired operator for the Main Street Station, currently the RMTA, and the Project Manager for the design and construction of the Main Street Station, Jeannie Welliver.

NOTE: While there are many potential areas of noncompliance, some of the more common types of ADA complaints include:

• Personnel refusing to allow a rider’s service animal in a station or on a vehicle
• Accessibility assistance complaints or staff not trained on equipment
• Comfort while waiting to board AMTRAK at the Main Street Station

The Main Street Station ADA Coordinator makes a prompt investigation whenever a compliance review, report, complaint, or any other information indicates a possible failure to FTA C 4710.1 Chapter 12. The investigation includes, where appropriate, a review of the pertinent practices and policies at the Main Street Station, and the circumstances under which the possible noncompliance occurred. To properly investigate complaints, the following information is typically requested:

• Contact information (name, rider ID (if applicable), address, telephone, email, etc.)
• Mobility aid used (if any)
• Date, time, and location of the incident
• Name(s) or ID numbers of agency employee(s) or others
• Description of what transpired
• Other documentation such as photographs

All complaints will be reviewed within 30 days.

All complaints received will be discussed in depth at the Main Street Station Weekly Facilities and Operations Meetings. These meetings are attended by the Main Street Station ADA Coordinator, the hired operator for the Main Street Station, the RMTA, and the Project Manager for the design and construction of the Main Street Station. If appropriate, the City's Law Department will be consulted as the complaint warrants.

The Main Street Station ADA Coordinator will keep track of dates throughout the complaint resolution process, including:

• Date of receipt
• Date of assignment for investigation
• Video recordings from facility surveillance
• Date of resolution
• Date of communication to complainant, reference: FTA C 4710.1 Chapter 12 – Oversight, Complaints, and Monitoring Page 12-11

The matter is resolved by informal means whenever possible within 60 days and the informal response it documented and logged.

If, after an investigation, the Main Street Station ADA Coordinator finds reasonable cause to believe that there is a failure to comply with the Code of Federal Regulations Title 49, Subtitle A Part 27, the Main Street Station ADA Coordinator will inform the recipient and document that response in the Operations and Maintenance log book as aforementioned.

If the Main Street Station's ADA Coordinator determines that the matter cannot be resolved by informal means, action is taken as provided in § 27.125 Code of Federal Regulations Title 49, Subtitle A Part 27.

If an investigation does not warrant action pursuant to paragraph (d)(1) of this section, the Main Street Station ADA Coordinator so informs the recipient and the complainant, if any, in writing, within 60 days.

Documents will be filed on site for five years minimum by the Main Street Station ADA Coordinator as required by the regulation. Regardless of local policies for timelines, an optional good practice is to keep track of dates throughout the complaint resolution process, including:

• Date of receipt
• Date of assignment for investigation
• Video recordings from facility surveillance
• Date of resolution
• Date of communication to complainant, reference: FTA C 4710.1 Chapter 12 – Oversight, Complaints, and Monitoring Page 12-11
• Interviews with transit agency or contractor employees and other riders who may be witnesses to the incident

• ADA Complaint Form (PDF)
• ADA Complaint Procedure and Instructions for filing an ADA Complaint (PDF)
• ADA Reasonable Accommodations Request Form
• Federal Transit Administration (FTA) ADA Circular