Centro
CALL – A - BUS

APPEAL POLICY AND PROCEDURE

1.  Call-A-Bus customers and applicants always have the right to appeal decisions made by Centro that affect their personal service such as an eligibility determination or a suspension of service.  An appeal is a formal request for reconsideration of the facts relating to your transportation.  Customers and applicants may wish to contact Call-A-Bus to discuss any issues or problems first, to see if a mutually agreed upon solution can be found prior to requesting an appeal.

2.  Individuals wishing to appeal must submit their request in writing.  The request must be submitted within 60 days of the initial decision.  An appeal should be sent to:

Vice President for Operations
Centro
P.O. Box 820
Syracuse, NY  13205

3.  The Vice President for Operations shall review the Appeal and decide;  1.  to  reverse Centro’s initial decision (agreeing with the customer) or 2.  to convene an Appeal Committee consisting of member(s) of the disabled community, organizations representing the disabled or elderly community and a healthcare professional.   The customer has the right to appear before the Appeal Committee and the Appeal Committee may request that the individual present their position and information in person.  Call-A-Bus shall provide the transportation to and from the committee meeting at no cost to the individual.

4.  The Appeal Committee shall meet and render a final decision within 30 days of the committee meeting.  Decisions of the Appeal Committee are final.

5.  Individuals who have submitted a written Appeal, shall be “presumed eligible” for Call-A-Bus ride services until a final decision is made by either the Vice President for Operations or the Appeal Committee.

6.  Effective January 1, 2009, and until further notice, the Appeal Committee shall consist of Starr Guckert, Aurora of CNY, Inc., Sally Johnston, Enable, Inc and a member of the clinical staff at Enable, Inc. selected by the Vice President for Operations based on their familiarity of the customer’s functional disabilities.