ADA Complaint Procedures

How to File an Americans with Disabilities Act (ADA) Complaint

Any person who believes that he or she has been subjected to discrimination under the ADA on the basis of their disability may file an ADA complaint with LETS within 180 days from the date of the alleged discrimination using ADA Complaint Form | (en Espanol)

A copy of the ADA Complaint Form may also be obtained by calling the LETS Dispatch Office at 517-546-6600. LETS will provide appropriate assistance to complainants who are limited in their ability to communicate in English.

Completed forms may be emailed to ngrover@livgov.com or mailed to:

For additional information on LETS' nondiscrimination obligations, please contact the LETS Operations Manager at 517-540-7848.

What happens to my complaint when received by LETS?

Once a complaint is received, it will be reviewed by the LETS Operations Manager. In instances where additional information is needed, you will be contacted by phone or in writing. Failure of the complainant to provide the requested information by a defined date may result in the administrative closure of the complaint or a delay in complaint resolution.

Based upon receipt of all the information required, LETS will investigate an ADA complaint within 30 days of receipt. LETS will use its best efforts to respond to a complaint within 60 days of receipt. Receipt of additional relevant information and/or simultaneous filing of complaint with LETS and an external entity may expand the timing of the complaint resolution.

The Operations Manager will review and investigate every complaint promptly. Reasonable measures will be taken to preserve any information that is confidential. At a minimum the Operations Manager will:

• Identify and review all relevant documents, practices and procedures;
• Identify and interview persons with knowledge of the ADA violation. This may include the person making the complaint, witnesses, people identified by the complainant, anyone who may have been subject to similar activity, or anyone with relevant information.

Upon completion of the investigation, the Operations Manager will complete a final report for the LETS Director. If a violation is found to exist, remedial steps as appropriate and necessary will be taken immediately. The complainant will also receive a final report including any remedial steps. The investigation process and final report should take no longer than 20 business days. If no violation is found and the complainant wishes to appeal the decision, he or she may appeal via email to ngrover@livgov.com or mail using:

The Operations Manager shall maintain a log of ADA complaints received, including date the complaint was filed, a summary of the allegations, the status of the complaint and actions taken by LETS in response to the complaint. Should LETS receive a complaint in the form of a formal charge or lawsuit, the complaint will be forwarded to the LETS attorney.

The American's with Disabilities Act of 1990 (ADA) prohibits discrimination and ensures equal opportunity and access for persons with disabilities. LETS is committed to ensuring that no person is excluded from participation in or denied the benefits of its services on the basis of disability.

LETS is committed to:

• Ensuring that the level and quality of transportation service is provided without regard to disability;
• Promoting the full and fair participation of all affected populations in transportation decision making;
• Preventing the denial, reduction or delay in benefits related to programs and activities that benefit those with a disability; and
• Ensuring meaningful access to programs and activities by persons with disabilities.