Procedure for Filing an ADA Complaint

If you have a complaint about the accessibility of our services or believe you have been discriminated against because of your disability, you can file a complaint. Please provide all facts and circumstances surrounding your issue or complaint so we can fully investigate the incident.

HOW DO I FILE A COMPLAINT?
You can call us, download our ADA complaint form at this link, or request a copy of the form by writing to:

Gateway Chapter, Paralyzed Veterans of America
1311 Lindbergh Plaza Center
St. Louis, MO 63132

You may file a signed, dated and written complaint no more than 180 days from the date of the alleged incident. The complaint should include:

  • Your name, address and telephone number. (See Question 1 of the complaint form.)

  • How, why, and when you believe you were discriminated against. Include as much specific, detailed information as possible about the alleged acts of discrimination, and any other relevant information. (See Questions 6 to 11 of the complaint form.)

  • The names of any persons, if known, whom the director could contact for clarity of your allegations. (See Question 11 of the complaint form.)

Please submit your complaint to:

Gateway Chapter, Paralyzed Veterans of America
1311 Lindbergh Plaza Center
St. Louis, MO 63132

DO I NEED COMPLAINT ASSISTANCE?
If you are unable to complete a written complaint due to a disability or if information is needed in another format, such as braille or large print, we can assist you. Please contact us at 314-427-0393 or info@gatewaypva.org.

HOW WILL MY COMPLAINT BE HANDLED?
The Gateway Chapter, Paralyzed Veterans of America (Gateway PVA) investigates complaints received no more than 180 days after the alleged incident. Gateway PVA will process complaints that are complete. Once a completed complaint is received, Gateway PVA will review it to determine if it has jurisdiction.

Gateway PVA will generally complete an investigation within 90 days from receipt of a complaint. If more information is needed to resolve the case, Gateway PVA may contact you. Unless a longer period is specified by Gateway PVA, you will have ten (10) days from the date of the request to send the requested information. If the requested information is not received, Gateway PVA may administratively close the case. A case may also be administratively closed if you no longer wish to pursue it.

After an investigation is complete, Gateway PVA will send you a letter summarizing the results of the investigation, stating the findings and advising of any corrective action to be taken. If you disagree with its determination, you may request reconsideration by submitting a request in writing to Gateway PVA’s Executive Director within seven (7) days after the date of initial letter, stating with specificity the basis for the reconsideration. The Executive Director will notify you of the decision either to accept or reject the request for reconsideration within ten (10) days. In cases where reconsideration is granted, the Executive Director will issue a determination letter to the complainant upon completion of the reconsideration review.

DO I HAVE OTHER OPTIONS FOR FILING A COMPLAINT?
We encourage that you file the complaint with us. However, you may file a complaint with the Missouri Department of Transportation or the Federal Transit Administration.

Missouri Department of Transportation
External Civil Rights Division
Title VI Coordinator
1617 Missouri Blvd.
P.O. Box 270
Jefferson City, MO 65102-0270

Federal Transit Administration
Office of Civil Rights
1200 New Jersey Ave. S.E.
Washington, DC 20590