ADA and Title VI Complaint Procedure

Title VI Notice to the Public

All Points Transit operates its programs and services without regard to race, color, or national origin in accordance with Title VI of the Civil Rights Act of 1964. Any person who believes they have been excluded from participation in, denied the benefits of, or subjected to discrimination under our programs or services on the basis of race, color, or national origin may file a Title VI complaint.

For more information about All Points Transit’s Title VI protections, or for assistance filing a complaint, call (970) 249-0128, email gary@aptransit.org, or visit our office at 156 Colorado Avenue, Montrose, CO 81401. You may download the Title VI complaint form and submit it by mail, email, fax, or in person using the contact information below. Complaints should be filed within 180 days of the alleged discrimination. Contact us if you need language assistance or information in an accessible format.

Disability and Accessibility Complaints

All Points Transit (APT) is committed to ensuring that our transit system and services are accessible to everyone, including individuals with disabilities. If you believe you have been discriminated against because of a disability or encountered barriers to accessing our services, you may file an ADA complaint. You may also file a Title VI complaint about discrimination based on race, color, or national origin. APT takes all complaints regarding discrimination and accessibility seriously.

ADA Complaint Procedures in English and Spanish

• Download the complete ADA Complaint Procedure — English (PDF)
• Descargar el Procedimiento de Quejas por la ADA — Español (PDF)

These ADA procedures are effective October 23, 2026 and include filing assistance, investigation, written decisions, appeals, and complaint record retention. They apply to all APT services, including Dial-A-Ride, fixed-route and regional bus services, AllPoints GO microtransit, and any service operated on APT’s behalf by a contractor.

How to File a Complaint

You are encouraged to file within 180 days of the incident. You do not have to use the complaint form or attempt a verbal resolution first.

• Phone: (970) 249-0128. Relay Colorado users may dial 711.
• In person: 156 Colorado Avenue, Montrose, CO 81401, during office hours, or tell any APT employee, including your driver.
• Mail: All Points Transit, Inc., Attn: Gary Clark, Executive Director, PO Box 1416, Montrose, CO 81402.
• Email: gary@aptransit.org.
• Fax: (970) 249-4473.

The complaint form is available online, at our office, or by calling us. If you cannot or prefer not to write your complaint, an employee will write it down, read it back to you, and give you a copy. That record will be treated as your written complaint. A family member, friend, advocate, or another person may help you or file on your behalf. The complaint form, ADA procedure, and APT’s response are available in large print, electronic format, Spanish, or another requested format.

Investigation and Appeal

Record and assign: APT will log the complaint and assign an investigator. ADA complaints are recorded in the ADA Complaint Register.

Step I — Optional verbal grievance: You may express concerns to any employee. For ADA complaints, the employee will document the complaint and forward it to the Executive Director the same day. The Executive Director will seek to resolve the issue directly with you. You may begin at Step II.

Step II — Written complaint: You may use the complaint form or any written statement, including one written down for you by staff. The Executive Director will review it, assign an investigator, and respond in writing within 7 days, explaining the decision, reasons, and any corrective actions. An accessible response format is available on request.

Step III — Appeal: If you remain dissatisfied, you may request a formal hearing before APT’s Board President. Include the relevant documentation and correspondence. A hearing will be scheduled within 21 days, and the panel will make a final decision within 7 days of the hearing. The decision and reasons will be provided in writing.

ADA Complaint Records

The Executive Director is responsible for ADA complaint records. APT keeps the complete complaint record for at least one year after closure and the complaint register entry, or the complaint itself, for at least five years after closure. Longer grant, legal, oversight, or record-hold requirements apply when applicable. Records are stored securely with access limited to those who need them for complaint handling or oversight. The complete retention procedure is included in both downloadable ADA procedures above.

Filing Directly With the Federal Transit Administration

You may file directly with the FTA Office of Civil Rights without first filing with APT or completing APT’s process. Filing with APT does not limit your right to file with FTA. FTA asks that complaints be filed within 180 days of the alleged violation.

• FTA online civil rights complaint form
• Email: FTACivilRightsCommunications@dot.gov (subject: “FTA complaint form”).
• Mail: Federal Transit Administration, Office of Civil Rights, Attention: Complaint Team, East Building, 5th Floor – TCR, 1200 New Jersey Avenue, SE, Washington, DC 20590.
• Questions about filing: 1-888-446-4511. Relay users may dial 711.

For reasonable modification requests or accessible information about our services, see our Accessibility and ADA page.