ADA Complaint Process

Mountain Line is committed to ensuring that no person is excluded from participation in or denied the benefits of its services based on ability.

Mountain Line grants all citizens equal access to all its transportation services. It is further the intent of Mountain Line, that all citizens are aware of their rights to such access.

For more information
To request additional information on Mountain Line’s ADA policies, reasonable modification to policy, and other anti‐discrimination obligations or if information is needed in languages other than English, please contact Mountain Line Civil Rights Division or Mountain Line’s Administrative Director at:

How do I file a complaint?
If you believe that you have received discriminatory treatment by Mountain Line on the basis of your ability, you have the right to file a complaint with the Mountain Line Administrative Director in the Civil Rights Division. The complaint must be filed no later than 180 calendar days of the alleged discriminatory incident.

Methods of filing a Complaint
The preferred method is to file your complaint in writing using the ADA Complaint Form (download .pdf), and sending it to:

Mountain Line Civil Rights Division
Attn: Administrative Director
3773 N Kaspar Dr
Flagstaff, AZ 86004

Or via email to jlenners@mountainline.az.gov

Complaints must include the complainant(s) name, address, and phone number. The complaint must be signed by the complainant(s). For complaints submitted via email, the email address and complainant(s) name will be treated as the complainant(s) signature.

Verbal complaints will be accepted and transcribed by the Civil Rights Division. To make a verbal complaint, call (928) 679‐8908. Complainant(s) will receive a copy of transcribe complaint for verification and the complainant(s) must return a signed copy to initiate an investigation.

All complaints will be acknowledged in writing within 3 business days of the receipt of the signed complaint and the acknowledgement will include whether the complaint is to be investigated by Mountain Line or referred to external entities.

Should a complaint be filed with Mountain Line and an external entity simultaneously, the external complaint shall supersede the Mountain Line complaint and the Mountain Line’s complaint procedures will be suspended pending the external entity’s findings.

Investigations
Within 10 working days of receipt of the formal complaint, the Administrative Director will notify the complainant and begin an investigation (unless the complaint is filed with an external entity first or simultaneously).

The investigations will address complaints against any Mountain Line department(s). The investigation will be conducted in conjunction with and under the advice of the Civil Rights Division.

The investigation may include discussion(s) of the complaint with all affected parties to determine the problem. The complainant may be represented by an attorney or other representative of his/her own choosing and may bring witnesses and present testimony and evidence in the course of
the investigation.

The investigation will be conducted and completed within 60 days of the receipt of the formal complaint.

Based upon all the information received, an investigation report will be written by the Administrative Director for submittal to the CEO and General Manager.

The complainant will receive a letter stating that final decision by the end of the 60 day time limit. Most investigations are completed within 30 days.

The complainant shall be notified of his/her right to appeal the decision.