ADA Complaint Resolution Procedure
In compliance with Title II of the Americans with Disabilities Act of 1990 (ADA), CHEER, Inc. is committed to providing the highest quality service and ensuring that no person is denied access to its services on the basis of their disabilities. If an ADA client’s experience with CHEER, Inc.’s services is perceived as less than satisfactory or in alleged violation of the ADA, he/she may file a complaint by following the procedure outlined below.
Filing a Complaint:
An ADA client wishing to file a complaint regarding an ADA issue, experience, or other aspects of the service, may contact the Human Resources Department regarding the complaint and will be directed to the appropriate staff person to resolve the issue:
- By calling (302) 515-0001 during normal business hours.
- Via email at ADAComplaint@CHEERDE.com
- By writing to: ADA Complaints c/o CHEER, Inc., 546 S. Bedford St., Georgetown, DE 19947
When submitting a complaint in writing, the preferred method is to use the ADA Complaint Form. If you, as the complainant, would like to submit a complaint in writing but are unable to write a complaint, a representative at the Human Resources Department will assist you with the complaint. CHEER, Inc. is committed to providing open access to its services to persons with limited ability to speak or understand English; if requested by the complainant, CHEER, Inc.’s Human Resources Department will provide language translation services.
Complaints may also be filed with external entities such as the Federal Transit Administration, the Equal Employment Opportunity Commission, or the Department of Fair Employment and Housing. Please review information on the respective agency websites for details on filing ADA complaints. Should a complaint be filed with our Human Resources Department and an external entity simultaneously, the external complaint shall supersede the complaint to Human Resources. However, CHEER, Inc.’s staff will continue its own investigation of the complaint and make the findings available.
Alleged ADA compliance violations should be reported as soon as possible following the incident; ADA clients should not delay when wishing to file a complaint. Details such as the day of the week, date, and time of all incidents should be included. Any additional relevant information available to provide to the Human Resources Representative will be helpful.
Investigations:
All ADA complaints will be investigated promptly upon receipt by a designated employee at the Human Resources Department. It is important that general service complaints will be distinguished from those that rise to the level of noncompliance, and complaints of discrimination will be fully investigated. Complaint investigations will include communications with all parties involved (i.e., the complainant as well as pertinent operations staff). If necessary or requested, the Human Resources Representative will set up a meeting with the complainant to review all pertinent information. Results of the meeting will be documented, and a resolution may be agreed upon at that time.
Resolution:
Following the investigation, a representative from the Human Resources Department will promptly communicate its response to the complaint allegations, including its reasons for the response. A resolution will occur when the CEO or COO has determined that the cause of the complaint is understood, that the appropriate department(s) have taken action to ensure that measures are in place to prevent the problem from recurring, and when the client is satisfied that the complaint is resolved. All complaints of noncompliance received will be documented and kept on file for one (1) year. A record of all complaints will be kept for five (5) years.
Accessible Format:
If an ADA passenger who wishes to file a complaint requires a copy of this Complaint Resolution Procedure in an alternate format or in a language other than English, please call (302) 515-0001.