Title VI & Reasonable Modification Policy


CNYRTA Title VI Policies: Major Service Change & Fare Equity Analyses

NOTE: No service or fare changes are currently being considered.

Centro’s policy is to be fully compliant with Title VI of the Civil Rights Act of 1964, which states that no one shall be excluded from participation in or denied the benefits of federally funded programs due to discrimination based on race, color, or national origin.

Title VI Complaint Procedure

Any person who believes she or he has been discriminated against on the basis of race, color, or national origin by the Central New York Regional Transportation Authority (hereinafter referred to as Centro) may file a Title VI complaint by completing and submitting the agency’s Title VI Complaint Form.  
Please submit this form in person at the address below, or mail this form to:

Title VI Complaint Officer
Central New York Regional Transportation Authority
PO Box 820
200 Cortland Ave
Syracuse, NY 13205

Centro investigates complaints received no more than 90 days after the alleged incident.  Centro will process complaints that are complete.  A copy of the complaint form is available on the Centro website or by mail by calling any of the Centro offices in the four county service area.

Once the complaint is received, Centro will review it to determine if our office has jurisdiction and if the complaint falls under the scope of Title VI. The complainant will receive an acknowledgement letter informing her/him whether the complaint will be investigated by our office.

The Authority has 30 calendar days to investigate the complaint. If more information is needed to resolve the case, the Authority may contact the complainant. The complainant has 10 business days from the date of the letter to send requested information to the Centro official investigating the complaint. If the investigator is not contacted by the complainant or does not receive the additional information within 10 business days, the Authority can administratively close the case. A case can be administratively closed also if the complainant no longer wishes to pursue their case.

After the investigator reviews the complaint, she/he will issue one of two letters to the complainant: a closure letter or a letter of finding (LOF). A closure letter summarizes the allegations and states that there was not a Title VI violation and that the case will be closed. An LOF summarizes the allegations and the interviews regarding the alleged incident, and explains whether any disciplinary action, additional training of the staff member, or other action will occur. If the complainant wishes to appeal the decision, she/he has 10 business days after the date of the letter or the LOF to do so.

A person may also file a complaint directly with the Federal Transit Administration, at FTA Office of Civil Rights, 1200 New Jersey Avenue SE, Washington, DC 20590


Title VI Complaint Form


Note: Complaints must be signed and include contact information.

No one may intimidate, threaten, coerce, or engage in other discriminatory conduct against anyone because he or she has either filed a complaint to secure rights protected by the nondiscrimination statutes Centro enforces.  Any individual alleging such harassment or intimidation may file a complaint with Centro and/or the Federal Transit Administration and an investigation will be conducted.

Reasonable Modification Policy

The Central New York Regional Transportation Authority (Centro) is committed to providing accessible, courteous, reliable, safe, and user-friendly services to its customers. To ensure equality and fairness, Centro is committed to making reasonable modifications to its policies, practices, and procedures in order to avoid discrimination and ensure programs and services are accessible to individuals with disabilities. Requests for modifications can be made by calling Centro at (315) 442-3333, emailing us at info@centro.org or mailing your request to:


Central New York Regional Transportation Authority (Centro)

200 Cortland Avenue

PO Box 820 Syracuse, NY 13205-0820