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 at 417-237-7200, report a concern online, or by writing to this address:

  • City of Carthage
    310 W 4th Street
    Carthage, MO

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

Please submit your complaint form to this address listed:

Taxi Coordinator
310 W 4th Street
Carthage, MO 64836

Do You Need Complaint Assistance?

If you are unable to complete a written complaint due to a disability or if the information is needed in another language we can assist you. Please contact us at 417-237-7200 or by email to City Staff.

How Will Your Complaint Be Handled?

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

The City of Carthage will generally complete an investigation within 90 days from receipt of a complaint. If more information is needed to resolve the case, The City of Carthage may contact you. Unless a longer period is specified by The City of Carthage, you will have ten days from the date of the request to send the requested information. If the requested information is not received, The City of Carthage 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 City of Carthage 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 City of Carthage's determination, you may request reconsideration by submitting a request in writing to The City of Carthage taxi coordinator within seven days after the date of The City of Carthage's letter, stating with specificity the basis for the reconsideration. The coordinator will notify you of the decision either to accept or reject the request for reconsideration within ten days. In cases where reconsideration is granted, the director 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 Missouri Department of Transportation or the Federal Transit Administration.

  • Missouri Department of Transportation
    External Civil Rights Division
    Title VI Coordinator
    1617 Missouri Boulevard
    P.O. Box 270
    Jefferson City, Mo 65102-0270

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