Accessibility

Ztrans is accessible to persons with disabilities. Buses are equipped with wheelchair lifts or ramps that enable persons in wheelchairs or persons who cannot navigate steps to ride. Buses have priority seating for persons with disabilities. Operators are trained to assist riders use lifts and ramps, secure wheelchairs, provide information on destinations, and announce stops, including any stop you request. You may travel with your respirator, concentrator, and portable oxygen. Service animals are welcome onboard buses, but they must be under the control of the passenger at all times. Public information is available in alternative accessible formats upon request. To request information in alternative accessible formats, please call us at (575)439-4971 or email us at [email protected]. For your safety and the safety of other passengers, we will secure your wheelchair.

ADA Paratransit Service

Ztrans provides ADA paratransit service for persons whose disability prevents them accessing our routes. For information Click Here.

Reasonable Modification Policy

Passengers with disabilities may request modifications to current service procedures to access the service. To make a request, please call us at (575)439-4971 or email us at [email protected]. Please submit requests at least the day before the trip. Ztrans will not charge additional fees for passengers requiring reasonable modifications.

ADA Complaints

If you have a complaint about the accessibility of our transit system or service or believe you have been discriminated against because of your disability, you can file a complaint.

How do you file a complaint?

You can call us at (575) 439-4971, download and use our Nondiscrimination /ADA complaint form, or request a copy of the form by writing Ztrans 900 First St. Alamogordo, NM 88310.

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, 7, 8, 9, 10, and 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 form to the address listed below:

Joseph Hardin, Transportation Director
Ztrans
900 First St
Alamogordo, NM 88310.

Do you need complaint assistance?

If you are unable to complete a written complaint or if information is needed in another language we can assist you. Please call us at (575) 439-4971 or email us at [email protected].

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. You will receive a letter acknowledging that we have received your complaint.

Ztrans will generally complete an investigation within 90 days from receipt of a complaint. If more information is needed to resolve the case, we may contact you. Unless a longer period is specified, you will have ten (10) days from the date of the request to send the requested information. If the requested information is not received, we 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, Ztrans 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 the determination, you may request reconsideration by submitting a request in writing to Ztrans’s Transportation Director within seven (7) days of the date of Ztrans’s letter, stating with specificity the basis for the reconsideration. The Transportation 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 Transportation Director will issue a determination letter 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.

New Mexico Department of Transportation
1590 Pacheco Street
Suite A-10
Santa Fe, NM 87505
1-800-554-0936
1-505-470-9668

Federal Transit Administration
Office of Civil Rights
1200 New Jersey Avenue SE
Washington, DC 20590
https://www.transit.dot.gov/sites/fta.dot.gov/files/docs/Consolidated_Civil_Rights_Complaint_Form.pdf