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Title VI / ADA Complaint Procedures

Ztrans Transit is committed to a policy of nondiscrimination in the provision of public transportation service. If you believe that you have been subjected to discrimination due to your race, color, national origin, or disability, or have a complaint about the accessibility of our service, 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 you file a complaint?

You can call Ztrans at 575-439-4971 or 575-439 4900, Ext 152, or use the accompanying form.

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:

Please mail, email or return your completed form to:

900 First Street
Alamogordo, NM 88310

Do you need complaint assistance?

If you are unable to complete a written complaint due to a disability or if information is needed in another language we can assist you. Please contact us at 575-439-4971 or 575-439 4900, Ext 152.

How will your complaint be handled?

Ztrans investigates complaints received no more than 180 days after the alleged incident. Ztrans will process complaints that are complete. Once a completed complaint is received, Ztrans will review it to determine if it has jurisdiction. The complainant will receive a letter acknowledging receipt of the complaint and whether Ztrans has jurisdiction to investigate the complaint.

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

After the investigation is complete, Ztrans will send you a letter summarizing the results of the investigation, stating the findings, and advising of any corrective action to be taken as a result of the investigation. If you disagree with a Ztrans determination, you may request reconsideration by submitting a request in writing to Ztrans within seven (7) days after the date of the letter, stating with specificity the basis for the reconsideration. Ztrans 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, Ztrans 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 New Mexico Department of Transportation or the Federal Transit Administration:

Title VI Coordinator
New Mexico Department of Transportation
1590 Pacheco Street
Suite A-10
Santa Fe, NM 87505
Federal Transit Administration
Office of Civil Rights
1200 New Jersey Avenue SE
Washington, DC 20590

How do I obtain more information?

If you need more information on Ztrans’s nondiscrimination obligations or complaint procedure, please contact us at 575-439-4971 or 575-439 4900, Ext 152 or ztrans@ziatherapy.org.


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