Title VI & ADA

Sun Tran, Sun Van, Sun Link, and Sun Shuttle ADA Policy

The City of Tucson, Regional Transportation Authority (RTA), Sun Tran, Sun Van, Sun Link, and Sun Shuttle are committed to providing non-discriminatory service*.  If an individual feels he/she has been discriminated against or denied a reasonable modification, please see below to file a complaint. 

Click here for our commitment to accessibility.  All vehicles are accessible to persons with disabilities.  Members of the ADA community have an opportunity to participate in the Sun Tran Accessible Rider Training (START).  START is free rider training designed to help individuals with disabilities and seniors gain greater independence by learning how to ride the bus. More information on the START program is available by calling 206-8881.

Direct customer complaints or requests for information about ADA and/or Reasonable Modification can be made to Customer Service for Sun Tran, Sun Van, Sun Link, and Sun Shuttle via USPS mail, e-mail, web-site customer comment form, customer comment card and/or by telephone.

1. Visit www.suntran.com  and fill out a Customer Comment Form under Customer Services. Please complete the form, choosing ADA Complaint from the dropdown menu.
2. Call 520-792-9222 and the phone attendant can take the complaint or assist in providing more information.
3. Email to suntraninfo@tucsonaz.com , please include ADA complaint and/or question in your subject line. 
4. Sun Tran’s Mailing Address is Attn: ADA/Reasonable Accommodation • Customer Service • 3920 N Sun Tran Blvd • Tucson, AZ 85705

* This fulfills provisions of the Americans with Disabilities Act (ADA) of 1990, Section 504 of the Rehabilitation Act of 1973, as amended, and the U.S. Department of Transportation’s implementing regulations at 49 CFR Parts 27, 37, 38, and 39.

Per the Americans with Disabilities Act, regional transit providers who receive federal financial assistance are committed to responding to requests for reasonable modifications of their policies, practices, or procedures.

Riders may request a modification from an operator for example a passenger with diabetes or another medical condition requests to eat or drink aboard a vehicle in order to avoid adverse health consequences.  The request should be granted, even though Sun Tran, Sun Shuttle, Sun Link, and Sun Van have a policy that prohibits eating or drinking while onboard the vehicle. Such as a person with diabetes whom needs to consume a small amount of juice in a closed container or a candy bar in order to maintain blood sugar level.  Additionally, a request may be submitted to Customer Service prior to an event requesting written materials be printed in a large font size.  These are only two examples of a modification that may be requested, please consider the guidelines below when requesting a reasonable modification with as much notice as possible in advance. 

Requesting a Reasonable Modification

• Individuals requesting modifications shall describe what they need in order to use the service.
• Individuals requesting modifications are not required to use the term “reasonable modification” when making a request.
• Whenever feasible, requests for modifications shall be made in advance, before the transportation provider is expected to provide the modified service.
• When a modification is requested and it appears practicable, operators are required to decide if the modification should be provided immediately. Operators may consult with a supervisor or manager before deciding to grant or deny the request.

If an individual requests a modification of sub-recipient’s and/or contractor’s policies and practices the request may be denied only on one or more of the following grounds:

• Granting the request would fundamentally alter the nature of the entity’s services, programs, or activities;
• Granting the request would create a direct threat to the health or safety of others;
• Without the requested modification, the individual with a disability is able to fully use the entity’s services, programs, or activities for their intended purpose.

An individual, who has requested a reasonable modification of a transit entity’s policies, practices, or procedures and has been denied, may file a complaint.

Individuals who do not have access to a computer can call Sun Tran’s Customer Service Center at 792-9222, request an “ADA Reasonable Modification Complaint Form,” and have one sent to them via U.S. Mail.

Notice: The American with Disabilities Act (ADA) / Leyes de Derechos de Discapacitados (Español) and Reasonable Modification / Modificación Razonable (Español)forms contain the address, telephone number, and e-mail address pursuant to any questions regarding an ADA or Reasonable Modification Complaint.

Any individual who feels they have experienced unlawful discrimination under ADA can submit an ADA or Reasonable Modification request or complaint at no charge for Sun Tran, Sun Van, Sun Link, or Sun Shuttle.  All complaints must be submitted in person or by mail within 180 calendar days of the alleged incident. 

To access the request or complaint form, complete the online form, call customer service, visit Sun Tran’s main office, or download the fillable pdf (blue arrow buttons below):

Online:

To complete the online complaint form, please click here. Choose ADA Complaint, Reasonable Modification Request or Reasonable Modification Complaint from the dropdown menu.

Or send a digital copy of the the complaint form via e-mail. 

Call Customer Service for assistance with the form.

Call for additional information:

(520) 792-9222
TDD: (520) 628-1565

By mail or in person:

Sun Tran
Customer Service
3920 N. Sun Tran Blvd.
Tucson, AZ 85705

In order for Sun Tran, Sun Van, Sun Shuttle, or Sun Link to investigate a complaint filed, the following guidelines must be met:

• The issue must be one of discrimination, and specific criteria must be met in order to investigate the charge of harassment, discrimination and/or retaliation.
• The complaint must be filed within 180 calendar days from the date of the alleged discriminatory act.
• A complaint must include the complainants name, address, phone number, or other method of contacting the complainant

Once an ADA or Reasonable Modification Complaint has been received by phone, email, USPS mail, or any other means, the complaint investigator has 10 working days to review.  A report will be provided to the General Manager (GM) of the affected service or his/her, authorized designee.  The GM will respond  to the person who made the complaint via email or USPS mail.

If the Complainant is dissatisfied with Sun Tran‘s resolution of the complaint, he/she has the right to file a complaint directly with the Federal Transit Administration, at FTA Office of Civil Rights, 1200 New Jersey Avenue SE, Washington, DC 20590.

Additionally, all complaints will be documented and included in Monthly Compliance Reports.

1. Complete all sections of the applicable complaint form and either print or type the complaint information.  In completing the form, please provide clear and concise information when describing the alleged discriminatory practice(s) and/or act(s). Incomplete forms will be returned without further processing.
2. The complaint form must be signed and dated, where indicated.
3. Please submit the completed form to Sun Tran’s Office listed above. The complaint will be reviewed and a response will be mailed. Please note the review process may take several weeks.
4. For additional information, contact the Customer Service Center at (520) 792-9222 (TDD: 628-1565).

If you feel you’ve been discriminated in any other manner, please submit: