Complaint Form & Procedures

Complaint Procedures

Fayette Area Coordinated Transportation’s (FACT) Americans with Disabilities Act (ADA) Coordinator is responsible for timely review, documentation and equitable resolution of ADA complaints. The Director of FACT is responsible for ADA Program oversight as well as determining the outcome of appeals.

Filing Complaints

Any person who believes she or he has been subjected to discrimination on the basis of disability may file a complaint under this procedure. It is against the law to retaliate against anyone who files a complaint or cooperates in the investigation of a complaint.

The ADA Coordinator is responsible for investigating and responding to ADA complaints.

ADA Coordinator

A complaint can be filed by telephone, U.S. Postal mail or email to FACT’s ADA Coordinator using the following contact information:
Fayette Area Coordinated Transportation
ADA Coordinator
825 Airport Road
Lemont Furnace, PA 15456
Phone: 724-628-7433
Email FACT Customer Service

Web Mail Form

View the Complaint Form (PDF).

Information Needed

The following information will be needed to process the complaint:

  • Date and time of occurrence
  • Description of incident
  • If applicable, accessible format needs
  • If applicable, mobility aid
  • Name, address and telephone number
  • Preferred method of response
  • Route, direction of travel, employee(s) involved, location of incident
  • Required information

Optional Information

Optional information includes:

  • Email address

FACT Investigation

FACT will investigate the complaint and within ten calendar days after receipt of the complaint, a determination/resolution letter or email will be sent to the complainant. In some situations, additional time may be needed to resolve a complaint and as such, the determination letter will indicate the additional time needed to investigate the complaint.

The complainant will be advised of the need for additional time. The additional time will not exceed 30 calendar days from receipt of complaint. The parties may extend any time limit by written agreement.

Appealing the Determination/Resolution

The complainant can appeal the determination/resolution within 30 calendar days of receipt of FACT’s response to the complaint. An appeal can be made in writing, telephone or in person to FACT’s Director, Lori Groover-Smith.

Reason for Appeal

Customers will need to identify the reason for the appeal and provide any supporting documentation. FACT will respond in writing within ten calendar days from date appeal was received.


The ADA Coordinator documents, maintains and tracks ADA complaints. The ADA Coordinator maintains files and records relating to complaints for a period of five years.

Filing a Complaint

FACT encourages you to file the complaint with us; however, complaints can be filed directly with the Federal Transit Administration at:
Federal Transit Administration
1200 New Jersey Avenue, SE
Washington DC, 20590

All materials are available in accessible format and in languages other than English upon request.