Title IV / Complaint

The San Joaquin Regional Rail Commission (SJRRC), owner/operator of the Altamont Corridor Express (ACE) service is committed to ensuring that the agency complies with the Americans with Disabilities Act (ADA), including 49 CFR Parts 27, 37, 38, and 39. Transportation entities are required to make reasonable modifications/accommodations to policies, practices, and procedures to avoid discrimination and ensure that their programs are accessible to individuals with disabilities.

To make a request by phone, email, fax, or mail, please contact:

San Joaquin Regional Rail Commission
ACE Customer Service Department
949 E. Channel Street
Stockton, CA 95202
Phone: (800) 411-RAIL (7245) Fax: (209) 944-6295
customerservice@acerail.com

To ensure that the process is accessible to everyone, SJRRC will provide assistance upon request. Requests may be denied or alternative modifications, accommodations or options may be provided.  Requests may be denied on one or more of the following grounds:

1. Granting the request would fundamentally alter the nature of the entity’s services, programs, or activities;
2. Granting the request would create a direct threat to the health or safety of others;
3. Without the requested modification, the individual with a disability is able to fully use the entity’s services, programs, or activities for their intended purpose.

Reasonable Modification Request and ADA Violation Complaint Procedure

Any person who wishes to file a complaint regarding a request for Reasonable Modification or alleging any prohibited action by SJRRC in regards to the Americans with Disabilities Act (ADA) regulations found at  49 CFR Parts 27, 37, 38, and 39 may file a written complaint with SJRRC about the ACE passenger rail service.

How to file a complaint:

1. Complaints may be mailed, faxed, or emailed to:

               San Joaquin Regional Rail Commission
               ACE Customer Service Department
               949 E. Channel Street
               Stockton, CA 95202
               Phone: (800) 411-RAIL (7245) Fax: (209) 944-6295
               customerservice@acerail.com

2. To file a complaint, the attached complaint Form should be completed and submitted.

3. All complaints must be submitted in writing. If the complainant is unable to write because of a disability and needs assistance in completing the form, SJRRC staff will assist by scribing the complaint by phone. Please call ACE Customer Services at (800) 411-RAIL (7245) or in person at the offices of SJRRC to request assistance.

4. SJRRC will contact the complainant in writing no later than ten (10) calendar days after receipt of complaint acknowledging receipt of the complaint if additional information is needed on the complaint submitted.

5. If the complainant fails to provide any requested information on a timely basis, SJRRC may administratively close the complaint.

6. SJRRC will begin an investigation within fifteen (15) calendar days of receipt of a written complaint.

7. SJRRC will complete the investigation within ninety (90) days of receipt of the complaint. If additional time for investigation is needed, the complainant will be notified.

8. A written response will be prepared by SJRRC which will include a summary of the findings and recommended action. The complainant will have fifteen (15) calendar days from the date of the response to appeal. If no appeal is received, the complaint will be closed.

Complaint Appeals Process

A complainant who is not satisfied with SJRRC’s response to a complaint regarding a request for reasonable modification or alleging that any of SJRRC’s actions are prohibited by the Americans with Disabilities Act (ADA) regulations found at 49 CFR Parts 27, 37, 38 and 39 has the right to appeal.

To file an appeal:

1. Submit your appeal by email, fax, or mail to:

Brian Schmidt
Director of Operations
San Joaquin Regional Rail Commission
949 E. Channel Street
Stockton, CA 95202
Phone: (209) 944-6241 Fax: (209) 944-6225
brian@acerail.com

2. The Director of Operations, will contact the complainant in writing no later than fifteen (15) calendar days after receipt of the appeal acknowledging receipt of the complaint, for additional information, and/or if more information is needed on the complaint submitted.

3. If an appeal is submitted, SJRRC’s Director of Operations will review the appeal and will conduct an investigation. The complainant may be invited to the offices of SJRRC to discuss the appeal.

4. If the complainant fails to provide any requested information on a timely basis, SJRRC may administratively close the appeal.

5. The Director of Operations will complete the investigation within thirty (30) days of receipt of the complaint. If additional time for investigation is needed, the complainant will be notified.

6. A written response will be prepared by SJRRC which will include a summary of the appeal and recommended action. The complainant will have fifteen (15) calendar days from the date of the response to re-appeal. If no re-appeal is received, the complaint will be closed.

7. If the complainant is still not satisfied with the Director of Operations’ response, the complainant may re-appeal the decision by responding to the Director of Operations’ decision.

8. The re-appeal will be forwarded and reviewed by the Executive Director.

9. The Executive Director will have thirty (30) calendar days to review the appeals, corrective actions, and provide a final recommended action.