ADA Complaint Procedure


Any person who believes that he/she has been discriminated against or denied full participation in transportation on the basis of disability by the Central New York Regional Transportation Authority (Centro) may file an ADA complaint.  
ADA complaints may be submitted to the ADA Complaint Officer as follows:

By Mail:
ADA Complaint Officer
Central New York Regional Transportation Authority
200 Cortland Avenue
PO Box 820
Syracuse, NY 13205


By E-mail: ADAcomplaint@centro.org


By Phone: 315-442-3440

Centro investigates all ADA complaints received within 90 days of the alleged incident. ADA complaints may be submitted to Centro via completed online ADA Complaint Form, e-mail, phone, or US mail. The online complaint form can be accessed via the link provided below, or you may contact Centro at (315) 442-3400 and request that a copy be mailed to you. Forms should be submitted to the attention of the ADA Complaint Officer at the address listed above.

Upon receipt of an ADA complaint, Centro will review the submitted information and send the complainant an acknowledgement letter informing them whether or not the complaint will be investigated as an ADA complaint.

Centro may require up to 30 calendar days to investigate a complaint. If additional information is required  in order to resolve the complaint, Centro may contact the complainant. The complainant will have 10 business days from the date of the letter to submit the requested information to the Centro official investigating the complaint. If the Centro investigator is not contacted by the complainant or does not receive the additional information within 10 business days, Centro has the right to administratively close the case. A case can also be administratively closed if the complainant no longer wishes to pursue their case.

Once the investigator has reviewed a complaint, they will issue one of two letters to the complainant: 1) a closure letter or 2) a letter of finding (LOF). A closure letter summarizes the allegations stating that no ADA violation occurred and that the case will be closed. A LOF summarizes the allegations and the interviews concerning the alleged incident, and explains what, if any, corrective action, additional training of staff members, or other action will occur. If the complainant wishes to appeal Centro's decision, they will have 10 business days from the date of the letter to do so.

Complaints may also be filed directly with the Federal Transit Administration at:

FTA Office of Civil Rights
ATTN: Complaint Team
East Building, 5th Floor - TCR
1200 New Jersey Avenue SE
Washington, DC 20590

Complete online ADA Complaint Form here

Click here for a printable version of the ADA Complaint Form

Note: Complaints must include contact information.

No one may intimidate, threaten, coerce, or engage in other discriminatory conduct against anyone because he or she has 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.

If you need the ADA complaint form or ADA Complaint Procedure in accessible format please call 315-442-3400 or email ADAcomplaint@centro.org. Please indicate what format you would prefer.