Americans with Disabilities Act of 1990 Complaint Process

Memphis Area Transit Authority grants all citizens equal access to its transportation services.

This complaint process is established to meet the requirements of the Americans with Disabilities Act of 1990 ("ADA"). It may be used by anyone who wishes to file a complaint alleging discrimination on the basis of disability in the provision of services, activities, programs, or benefits by the Memphis Area Transit Authority.

Filing a Complaint

The complaint must be filed no later than 180 calendar days of the alleged discriminatory incident. The preferred method is to file the complaint by contacting customer service at [email protected]. Otherwise, submit in writing using the MATA ADA Complaint Form, and sending it to:

Compliance Officer
Memphis Area Transit Authority
1370 Levee Road
Memphis, TN 38108
(901) 722-7165

Verbal complaints will be accepted and transcribed by contacting MATA's customer service center at (901) 274-MATA (6282). Complaints may also be filed with external entities such as the Federal Transit Administration, or the Equal Employment Opportunity Commission. Please review information on the respective agency websites for details on filing ADA complaints.

Should a complaint be filed with MATA and an external entity simultaneously; the external complaint shall supersede the MATA complaint. However, MATA will continue its own investigation of the complaint and make the findings available.


Within 10 working days of receipt of the formal complaint, the Compliance Officer will notify the complainant and begin an investigation.

The investigation may include discussion(s) of the complaint with all affected parties to determine the problem. The complainant may be represented by an attorney or other representative of his/her own choosing and may bring witnesses and present testimony and evidence in the course of the investigation.

The investigation will be conducted and completed within 60 days of the receipt of the formal complaint.

Based upon all the information received, an investigation report will be written by Compliance Officer for submittal to the Chief Administrative Officer.

The complainant will receive a letter stating that final decision by the end of the 60 day time limit.
The complainant shall be notified of his/her right to appeal the decision. Appeals may be made to the Federal Transit Administration, or the Equal Employment Opportunity Commission.