304-257-1414 / 1-800-565-7240

Accessibility Policies & Procedures

Accessibility

Potomac Valley Transit Authority service is accessible to persons with disabilities.  Potomac Valley Transit Authority buses and vans are equipped with wheelchair lifts or ramps that enable persons in wheelchairs or persons who cannot navigate steps to ride the bus.  Operators are trained to assist riders use lifts and ramps, secure wheelchairs, provide information on destinations served, and announce stops, including any stop you request.  You may travel with your respirator, concentrator, and portable oxygen.  Service animals are welcome on board buses and vans and in our facilities.  Public information is available in alternative formats upon request.

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 (304) 257-1414 or email us at moreinfo@potomacvalleytransit.org .  Please submit requests at least the day before the trip.  Potomac Valley Transit Authority 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.  Download the  complaint procedures and complaint form.  Please provide all facts and circumstances surrounding your issue or complaint so we can fully investigate the incident.  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 (304) 257-1414 or moreinfo@potomacvalleytransit.org.

ADA Complaint Procedures

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. 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 us, download and use our ADA complaint form  or request a copy of the form by writing or phoning the Potomac Valley Transit Authority, 185 Providence Lane, Petersburg, WV 26847, phone (304) 257-1414.

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 General Manager could contact for clarity of your allegations. (See Question 11 of the complaint form.)

Please submit your complaint form to address listed below:

J. Douglas Carter, General Manager
Potomac Valley Transit Authority
185 Providence Lane
Petersburg, WV 26847

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 (304) 257-1414 or moreinfo@potomacvalleytransit.org.

How will your complaint be handled?

The Potomac Valley Transit Authority investigates complaints received no more than 180 days after the alleged incident. The Potomac Valley Transit Authority will process complaints that are complete. Once a completed complaint is received, the Potomac Valley Transit Authority will review it to determine if the Potomac Valley Transit Authority has jurisdiction.

The Potomac Valley Transit Authority will generally complete an investigation within 90 days from receipt of a complaint. If more information is needed to resolve the case, the Potomac Valley Transit Authority may contact you. Unless a longer period is specified by the Potomac Valley Transit Authority, you will have ten (10) days from the date of the request to send the requested information. If the requested information is not received, The Potomac Valley Transit Authority 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, the Potomac Valley Transit Authority 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 the Potomac Valley Transit Authority determination, you may request reconsideration by submitting a request in writing to the Potomac Valley Transit Authority General Manager within seven (7) days after the date of The Potomac Valley Transit Authority letter, stating with specificity the basis for the reconsideration. The General Manager 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 General Manager 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 West Virginia Division of Public Transit or the Federal Transit Administration.

West Virginia Division of Public Transit
Building 5, Room 650
1900 Kanawha Boulevard, East
Charleston, WV 25305
(304) 558-0428
DOTPublicTransit@wv.gov

Federal Transit Administration
Office of Civil Rights
1200 New Jersey Avenue SE
Washington, DC 20590