How to File an ADA Complaint

A person may file an ADA Complaint by filling out a COLTS Comment Form and submitting it to the County of Lackawanna Transit System in person at COLTS Administrative Office, via mail to 800 North South Road, Scranton, PA 18504, or via email to info@coltsbus.com.

COLTS investigates complaints received no more than 180 days after the alleged incident. COLTS will only process complaints that are complete.

Once the complaint is received, the complainant will receive an acknowledgement letter informing him or her whether the complaint will be investigated. COLTS will also document its response in an internal database.

COLTS has 60 days to investigate the complaint. If more information is needed to resolve the complaint, COLTS may contact the complainant. The complainant has 30 business days from the date of the letter to send requested information to the investigator assigned to the complaint.

If the investigator is not contacted by the complainant or does not receive the additional information within 30 days, COLTS has administratively close the complaint. A complaint can be administratively closed if the complainant no longer wishes to pursue the complaint.

After the investigator reviews the complaint, he or she will issue one of two letters to the complainant: a closure letter or a letter of finding. A closure letter summarizes the allegations and states why the complaint will be closed. A letter of finding summarizes the allegations and the interviews regarding the alleged incident and explains what disciplinary actions, training, or other actions will occur.

If the complainant wishes to appeal the decision, he or she has 30 days after the date of the closure letter or letter of finding to do so.

COLTS Comment Form