The American’s with Disabilities Act of 1990 (ADA) prohibits discrimination and ensures equal opportunity and access for persons with disabilities.

DART is committed to ensuring that no person is excluded from participation in or denied the benefits of its services on the basis of disability.

It is DART’s objective to:

  • Ensure that the level and quality of transportation service is provided without regard to disability;
  • Promote the full and fair participation of all affected populations in transportation decision making;
  • Prevent the denial, reduction or delay in benefits related to programs and activities that benefit those with a disability; and
  • Ensure meaningful access to programs and activities by persons with disabilities.

The chief executive officer, management and all employees share the responsibility for carrying out DART’s commitment to the provisions of the American’s with Disabilities Act of 1990. The DART customer service staff is responsible for the day-to-day operation of the program and receives and investigates ADA complaints that come through the complaint procedures process.

Any person who believes that he or she has been subjected to discrimination under the ADA on the basis of their disability may file an ADA complaint with DART within 180 days from the date of the alleged discrimination.

For additional information on DART's nondiscrimination obligations, please contact DART Customer Service at 515-283-8100.


Filing a Complaint with DART

Complaints may be filed with DART in writing and be addressed to:
Des Moines Area Regional Transit Authority
Attn: Customer Experience Manager 
620 Cherry Street
Des Moines, IA 50309
Complaints may also be sent via email to:
A copy of the ADA Complaint Form is available in the following languages:
A copy of the ADA Complaint Form may also be obtained by calling DART Customer Service at 515-283-8100. DART will provide appropriate assistance to complainants who are limited in their ability to communicate in English. 

What happens to my complaint when received by DART?

Once a complaint is received, it will be reviewed by DART’s Customer Experience Manager. In instances where additional information is needed, they will contact the complainant by phone or in writing. Failure of the complainant to provide the requested information by a defined date may result in the administrative closure of the complaint or a delay in complaint resolution.

Based upon receipt of all the information required, DART will investigate an ADA complaint and use its best efforts to respond to a complaint within 10 days of receipt. Receipt of additional relevant information and/or simultaneous filing of complaint with DART and an external entity may expand the timing of the complaint resolution.
The customer experience manager will review and investigate every complaint promptly. Reasonable measures will be taken to preserve any information that is confidential. At a minimum the customer experience manager will:
  • Identify and review all relevant documents, practices and procedures;
  • Identify and interview persons with knowledge of the ADA violation, e.g., the person making the complaint, witnesses or anyone identified by the complainant, anyone who may have been subject to similar activity or anyone with relevant information.
Upon completion of the investigation, customer service will complete a final report for the DART Chief Planning Officer. If a violation is found to exist, remedial steps as appropriate and necessary will be taken immediately. The complainant will also receive a final report including any remedial steps. The investigation process and final report should take no longer than 10 business days. If no violation is found and the complainant wishes to appeal the decision, he or she may appeal directly to Des Moines Area Regional Transit Authority, Attn: Chief Executive Officer, 620 Cherry Street, Des Moines, IA 50309.
The Customer Experience Manager shall maintain a log of ADA complaints received, including date the complaint was filed, a summary of the allegations, the status of the complaint and actions taken by DART in response to the complaint. Should DART receive a complaint in the form of a formal charge or lawsuit, the complaint will be forwarded to DART’s attorney. The Customer Experience Manager will keep full records of a complaint for one year and will keep a summary of the complaint for five years.
Complaints may also be filed no later than 180 days after the date of the alleged discrimination here:


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