If you have a complaint about the accessibility of our transit system or believe you have been discriminated against because of your disability, you can file a written complaint. Please provide all facts and circumstances surrounding your issue or complaint so we can fully investigate the incident.
For written complaints, please include:
- Your name, address and contact information (telephone number, email address)
- For accessibility complaints: time, date, location and reason you believe we are not accessible to persons with disabilities
- For complaints relating to alleged discrimination based on disability: time and date of incident, what happened and who was responsible
- The location, Trolley or bus vehicle number and/or route if applicable
We record video in our facilities, buses and Trolleys that we will use to investigate your complaint. The retention period for this footage is 7-21 days, the sooner we receive your complaint, the more likely it is that we can review any footage related to your incident. The complaint should be filed within 180 calendar days from the time of the alleged discrimination or accessibility issue.
You can send your complaint to:
Printable Forms/PDF Editable Forms:
Although it is not required to submit your complaint on the below ADA Complaint Forms, the below printable/PDF editable forms may be used if it is a convenient format for you to use.
If you are unable to complete a written complaint due to a disability or limited English proficiency, we can provide assistance upon request. Contact Samantha Leslie, Deputy General Counsel, at 619.557.4539 or Samantha.Leslie@sdmts.com.
For complaints alleging discrimination based on disability or an accessibility issue, MTS will let you know that we are in receipt of your complaint and an investigation will be initiated within 10 days of receiving the complaint. MTS will make every effort to communicate our review findings within 90 working days of complaint receipt. If interested in reviewing MTS’s full Transit Service Discrimination Complaints Procedures, you may view MTS Board Policy No. 48 here.