ADA Complaint Procedures

The City of Surprise is committed to compliance with the Americans with Disabilities Act of 1990 (ADA) which prohibits discrimination and ensures equal opportunity and access for person with disabilities.

ADA-Related Service Complaint Process
ADA Complaint Form – English
ADA Complaint Form – Spanish 

What is the Americans with Disabilities Act (ADA)? 

 The ADA is a civil rights law that prohibits discrimination against individuals with disabilities in, among other things, access to public programs, services, or activities, including public transportation. The city of Surprise and the City of Phoenix are committed to the ADA in our roles as public transportation providers. No one who uses Surprise public transportation will be the subject of discrimination under the law set forth in the ADA.

How does Surprise serve its ADA community through transit?

All buses and light rail vehicles are compliant with ADA guidelines and designed for accessibility by all. Buses, Dial-a-Ride and circulator vehicles are all equipped with ramps to accommodate passengers in mobility devices, and light rail trains board at-grade. To learn more about the region's approach to offering accessible transit, please visit Valley Metro's ADA Paratransit web page.

What if I need to file an ADA complaint?

By federal and state law, everyone should be able to access and ride public transportation without discrimination based on disability. If there is ever an instance where you or another passenger feels they’ve been discriminated against by being denied service or related reasons by a Surprise or a Valley Metro operated transit service, you are encouraged to submit a complaint. To initiate a complaint investigation for any Surprise service, please call 623-222-3531 or to file a complaint regarding a Valley Metro run service, please call 602-253-5000.

What if I am dissatisfied with City of Surprise decision?

A complainant dissatisfied with the City of Surprise decision may file a complaint directly with the City of Phoenix Public Transit Department (COP):  Attention: Title VI Coordinator, 302 N. 1st Ave., Suite 900, Phoenix, AZ  85003 or the Federal Transit Administration (FTA) offices of Civil Rights:  Attention Title VI Program Coordinator, East Building, 5th Floor-TCR 1200 New Jersey Ave., SE Washington DC 20590