336-727-2000
ADA
Complaints
Policy Statement
WSTA does not discriminate against individuals with disabilities in the provision of transportation services.
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The Americans with Disabilities Act (ADA) of 1990 and the Rehabilitation Act of 1973 protect individuals with disabilities from being excluded, denied benefits, or subjected to discrimination in areas including employment, transportation, and public services. Under the ADA, a disability is defined as a physical or mental impairment that substantially limits one or more major life activities.
WSTA provides accessible transportation options for individuals who, due to a temporary or permanent disability, are unable to use fixed-route services.
ADA
Paratransit Service
WSTA offers ADA Paratransit services for eligible individuals within the designated service area. This service is designed for individuals of any age with disabilities that prevent them from independently accessing or navigating the fixed-route bus system.
To apply for this service, individuals must complete and submit an ADA Paratransit Application. Once submitted, WSTA will review the application and issue a written determination of eligibility. All WSTA paratransit vehicles are equipped with wheelchair lifts, and all fixed-route buses are ADA-compliant with low-floor entry and ramps.
Anyone who believes they have been discriminated against, denied benefits, or excluded from participation in any WSTA program or service due to a disability may file a complaint with WSTA’s ADA Manager
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Complaints must be submitted in writing within 180 days of the alleged incident.
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WSTA will acknowledge receipt of the complaint within 10 calendar days.
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While not required, use of WSTA’s ADA Complaint Form is encouraged to ensure all relevant information is captured.
Submit Complaints To:
Winston-Salem Transit Authority
Attn: ADA Manager
100 W 5th Street
Winston-Salem, NC 27101
Email: ADAcomplaints@ratpdev.com
Phone: 336-727-2000
How to File an ADA Complaint
Complaint Review Process
The ADA Manager may request documentation or additional details from the complainant or other parties. Complainants have 30 days from the initial complaint date to respond to any such requests. Failure to respond may result in administrative closure of the complaint. Notification of closure will be provided in writing.
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After reviewing all submitted information, WSTA will issue one of the following:
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Closure Letter – States WSTA is in compliance with ADA regulations and provides information about appeal rights.
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Letter of Finding – Outlines specific ADA violations, applicable regulations, and proposed remedies. Complainants have 10 days from receipt to appeal the findings.
WSTA will make reasonable accommodations to assist individuals with disabilities, limited English proficiency, or others who need help submitting a complaint. This document is available in alternative formats upon request. To request accessible versions or assistance completing a complaint form, please call 336-727-2000. Individuals with hearing impairments may use the relay service by dialing 711.
Accessibility & Assistance
Anti-Retaliation Policy
WSTA strictly prohibits retaliation against anyone who files an ADA complaint or participates in an investigation. Any suspected retaliation should be reported in writing to the Civil Rights Officer.
If dissatisfied with WSTA’s resolution, complainants may escalate the issue to:
Federal Transit Administration
Office of Civil Rights
East Building, 5th Floor – TCR
1200 New Jersey Avenue SE
Washington, DC 20590
Phone: 888-446-4511
Website: www.transit.dot.gov