ADA Complaints

If you believe that you have been discriminated against because of your disability, a complaint can be submitted by completing an ADA complaint form. Provisions will be made for persons with limited proficiency in English. If you are unable to provide a written statement, The Bus administration staff will assist in converting verbal complaints to writing. This can be done in person or by phone.

A complaint may be filed by the affected party or by a representative within 180 days after the date of the alleged discrimination. The files and records relating to a complaint will be kept for one year; a summary of complaints for five years. When applicable, names and addresses will be redacted, to protect the individual's privacy rights when copies are requested, in accordance with the California Public Records Act.

How to File an ADA complaint:

Please provide all facts and circumstances surrounding your complaint so we can fully investigate the incident and take proper action to resolve the issue.

For written complaints, please include the following information:

•        Your name, addresses, and contact information (telephone number and/or email address).

•        Date and time of incident, route number, bus driver or person involved, description of incident, location of the occurrence and any additional information that might be helpful.

•        Your signature

If necessary, please call (209) 723.3100 for assistance in completing the complaint form.

Printable forms:

Complaint form - English

Complaint form - Spanish 

Complaints received with incomplete information may result in delayed investigations and responses. We will promptly investigate complaints and make every effort to promptly respond to each complaint.  

Please send your complaint to:

The Bus Administration Office

Attention: ADA Coordinator

357 W 18th Street

Merced, CA 95340

You may also e-mail the form to customerservice@mercedthebus.com. Please contact us at (209) 723 - 3100 for further instructions.

You may also file a complaint directly with the Federal Transit Administration, by contacting:

FTA Office of Civil Rights

Attn: ADA Coordinator

East Building, 5th floor-TRC

1200 New Jersey Ave., SE Washington, DC 20590

https://www.transit.dot.gov/regulations-and-guidance/civil-rights-ada/fta-civil-rights-complaint-form

ACCESSIBILITY

We are dedicated to providing accessible and convenient transportation solutions for Merced County residents and visitors. All buses have accessible systems designed for ease of use for all passengers.

Limited Mobility information

• All buses have lifts or ramps that are wheel chair accessible.
• If the mobility device is a manual device, and the passenger may not be able to physically negotiate a ramp, then the bus drivers will render whatever assistance is required, upon request.
• Mobility devices are secured with a minimum three point tie down. The lap belt and shoulder harness are offered on some of the fixed route buses and are optional. On the fixed route buses mobility devices are secured with a three point tie down. On the para-transit vehicle the shoulder belt is required.
• If a passenger using a mobility aid needs the priority seating but it is occupied, the bus driver will kindly ask the able-bodied passenger to offer his seat.
• If a vehicle in revenue service has an inoperable lift, or already has two mobility devices on-board, alternative accessible service is dispatched if the next accessible coach is not due for over 30 minutes.
• Individuals with disabilities are allowed to travel with respirators or portable oxygen supplies, as long as this equipment or supplies are properly secured and manufactured.
• Service animals are allowed to board the bus with the passenger. We do not require certifications or identification regarding service animals.

Blind, Visually Impaired, Deaf or Hard of Hearing

• All bus stops are announced. The bus driver announces all major intersections and/or locations during the route. Newer buses are equipped with annunciators, which perform this task automatically. All buses are equipped with a PA system that allows the operator to make these announcements. In the event of a PA failure, the bus driver will make such announcements. Whenever there is a layover and the bus driver will leave the bus, the bus driver will announce his departure.
• Most fixed route buses have digital signs on the outside located on the side that display the route number and destination to help ensure you are getting on the correct bus.