Department of Transportation Services

The City & County of Honolulu, Department of Transportation Services (DTS), as a recipient of federal financial assistance, has certified and provided assurances that it and Oahu Transit Services, Inc. (OTS), the non-profit corporation contracted by DTS to provide TheBus and TheHandi-Van services, will fully comply with the U.S. Department of Transportation’s Americans with Disabilities Act (ADA) regulations.

DTS and OTS are committed to ensuring that no individual with a disability shall be excluded from the participation in, be denied the benefits of, or be subjected to discrimination in connection with the provision of public transportation facilities, vehicles, or services. 

What is ADA

The Americans with Disabilities Act (ADA) grants the same rights and responsibilities to individuals with disabilities as are available to all individuals.  It prohibits discrimination against all individuals with disabilities in connection with the provision of transportation service.

Reasonable Modification

DTS and OTS are required to provide reasonable modifications to polices, practices, and procedures if needed by an individual with a disability using TheBus or TheHandi-Van when modifications are necessary to avoid discrimination on the basis of a disability or to provide program accessibility, unless providing such accommodations: would fundamentally alter the service; would create a direct threat to the health or safety of others; or without the requested modification, the individual with a disability is able to fully use the service for its intended purpose.

To Make a Request

Individuals may request the reasonable modification through the OTS customer service call centers from Monday – Friday, 7:30 a.m. – 4:00 p.m. or through the online request forms.

Whenever feasible the request should be made in advance, especially if the basis for the request involves a permanent, long term condition or there is a barrier to accessing and using the transportation service. The request from the individual should be as specific as possible and include the information on why the requested modification is needed in order to allow the individual to use the transportation service.

FAQ – REQUESTED MODIFICATIONS

• TheBus
• TheHandi-Van

Who can file a complaint

Any individual with a disability who believes that he or she has been discriminated against while using TheBus or TheHandi-Van or who is not satisfied with the Reasonable Modification request process may file an ADA complaint with OTS.

How to file an ADA discrimination complaint

If any individual with a disability believes he or she has been discriminated against in using TheBus or TheHandi-Van, they may file a written complaint within thirty (30) days of the date of alleged discrimination. If the complainant is unable to write a complaint, DTS will provide assistance. Complaints should provide the following information:

• Name, address, and contact information (telephone number, email address, etc.)
• How, when, where, and why the individual believes he or she was discriminated against
•  Location, names, and contact information of any witnesses

Printable Complaint Forms (Word)

• English
  
• Chinese Simplified (简体中文) 
• Japanese (日本語)
• Tagalog
  
• Ilokano 
  
• Chuukese (Kapasen Chuuk)

File the complaint in writing with OTS at:

Oahu Transit Services, Inc.
Director of Civil Rights
811 Middle Street
Honolulu, Hawaii 96819

Email: compliance@thebus.org 
Phone: (808) 768-9491

How OTS handles complaints

Complainants that allege discrimination while using TheBus or TheHandi-Van services, provided by DTS, through OTS, will be recorded in the ADA Discrimination Complaint Log and immediately assigned a complaint number by OTS.

OTS will review the ADA complaint and will provide appropriate assistance to the complainant.

OTS will investigate a formal ADA complaint within ten (10) working days of receiving the complaint. Based upon all of the information received, OTS will prepare a draft written response, subject to review by the City & County of Honolulu DTS.

OTS will contact the complainant in writing within fifteen (15) working days for additional information, if needed, to investigate the complaint. If the complainant fails to provide the requested information by a certain date, the complaint could be administratively closed.

OTS will determine if the complaint may be administratively closed after the draft is written, or if a final written response is needed. If a final written response is needed, OTS will send the response to the complainant.

How OTS notifies complainant of the outcome

OTS will provide a final response to the complainant. OTS will diligently attempt to respond to complaints within sixty (60) workdays of receipt.

The complainant also will be advised of his or her right to appeal the response to DTS as appropriate. DTS will diligently attempt to respond to a complaint within sixty (60) working days of its receipt by DTS. The complaint must mail their letter for appeal and direct inquiries about the appeal process to the DTS at:

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