ADA Complaint Process

What is ADA?

Title II and III of the Americans with Disabilities Act of 1990 (ADA) provides:

No entity shall discriminate against an individual with a disability in connection with the provision of transportation service. Notwithstanding the provision of any special transportation service to individuals with disabilities, an entity shall not, on the basis of disability, deny to any individual with a disability the opportunity to use the entity's transportation service for the general public, if the individual is capable of using that service.

An entity shall not require an individual with a disability to use designated priority seats if the individual does not choose to use these seats. An entity shall not require that an individual with disabilities be accompanied by an attendant. Public entities that provide designated public transportation shall make reasonable modifications in policies, practices, or procedures when the modifications are necessary to avoid discrimination on the basis of disability or to provide program accessibility to their services, subject to the limitations of §CFR37.169(c)(1)-(3).

Except for commuter bus service, each public entity operating a fixed route system shall provide paratransit or other special services to individuals with disabilities that is comparable to the level of service provided to individuals without disabilities who use the fixed-route system.

CityLink's ADA Policy

Pursuant to Title II and III of the Americans with Disabilities Act of 1990 as amended, it is the policy of CityLink Transit that: CityLink Transit is committed to assuring nondiscriminatory public transportation services in support of our mission to provide safe, efficient, and reliable transportation services while providing quality customer service.

CityLink's Reasonable Modification Policy

CityLink Transit will make reasonable modifications/accommodations to policies, practices, and procedures to avoid discrimination and ensure that our service provided is accessible to individuals with disabilities. Exceptions include when the modification/accommodation would cause a direct threat to the health or safety of others, would result in a fundamental alteration of the service, would not actually be necessary in order for the individual with a disability to access the service, or would result in an undue financial and administrative burden.

It's Your Right to File a Complaint

Any person who believes that they have been subject to discrimination on the basis of the Americans with Disability Act is encouraged to file a signed written complaint with CityLink Transit within 180 days of the date of the alleged act of discrimination. A complainant may file a complaint directly with the Federal Transit Administration- Office of Civil Rights.

How to File a Complaint

Complainants are encouraged, but not required, to use the CityLink Transit ADA Complaint Form:

The form can also be picked up at the
CityLink Transit offices
1189 S 2nd Street
Abilene TX 79602

Or sent to you through the mail by calling CityLink Transit at 325-676-6407.

The complaint should be signed and include:

  1. Your name
  2. Mailing address
  3. How to contact you (phone number, email address, etc)
  4. How, when, where, and why you believe you were discriminated against (include the location, and names and contact information of any witnesses)
  5. Other information that you deem significant

CityLink Transit will provide appropriate assistance to complainants with disabilities or who are limited in their ability to communicate in English. CityLink Transit also has the form available in different formats. Please make a request for accommodations.

The complaint should be returned to the ADA Coordinator.


Upon receipt of an ADA complaint, CityLink Transit's ADA Coordinator will make a prompt investigation. A letter acknowledging receipt of the complaint will be mailed within seven days. The investigation will include, where appropriate, a review of the practices and policies of CityLink Transit, the circumstances under which the possible noncompliance occurred, and other factors relevant to a determination as to whether an ADA violation occurred. Every effort will be made to complete the ADA investigation within 60 days of receipt of such complaints.