• SURVEY: ADA Complaints Intake / Complaints Investigation Tracking and Reporting - 2025

    By: Jess Segovia, ADA Guru

  • ADA Guru is conducting a survey of transit agencies and contractors throughout the United States to learn about software products used for documenting passenger complaints and managing the complaint investigation process; including data reporting.

    Feel free to share this survey with co-workers that manage ADA complaints intake and/or complaint investigations.  Staff typically managing these processes include Customer Service, Road Supervisors, Dispatchers, Trainers, Transit Managers, etc.

    Please answer the questions below as accurately as possible.  If data is not readily available, make your best educated guess.  

    NOTE: All questions with a red * are required.  All information will be kept confidential and no names, agencies, contact information, etc. will be used or distributed. 

    As always, thank you for your continued support of ADA Guru!

  • PARTICIPANT INFORMATION

  • 4. State (required)*
  • 6. How would you describe your agency/service? (select only one)*
  • 7. How are ADA complaints managed in your organization? (select only one)*
  • 8. How does your organization receive ADA complaints? (select all that apply)*
  • 9. How does your organization document ADA complaints received by passengers? (select all that apply)*
  • 11. Software host / structure (if applicable)
  • 12. Does the software identified above easily allow for field changes based on agency needs?
  • 13. Which staff is responsible for (or able to) receive ADA complaints? (select all that apply)*
  • 14. Which staff is responsible for INVESTIGATING ADA complaints? (select all that apply)*
  • 15. Please identify all of the steps followed when investigating an ADA complaint (select all that apply)*
  • 16. If using a software, are there any manual tasks associated with inputing and/or investigating a complaint? (select all that apply)
  • 17. Does your software generate reporting data? (select all that apply)
  • 18. In what way/s would you like to improve your ADA complaints process?*
  • 19. If available, would you attend a webinar on Best Practices for managing the ADA Complaints process?*
  • Should be Empty: