image of telephone handset icon(585) 654-7030

Title VI and ADA – Your Rights and Complaint Procedures

Medical Motor Service of Rochester & Monroe County, Inc. (MMS) operates its programs and services without discrimination on the basis of race, color, national origin, or disability, in accordance with Title VI of the Civil Rights Act of 1964 and the Americans with Disabilities Act of 1990 (ADA).
Notices of these rights are posted in public areas of MMS facilities and in MMS vehicles. You may also download the MMS Title VI Program Plan here: Title 6 Program Plan.

To obtain additional information about your rights under Title VI or ADA, please contact Medical Motor Service at (585) 654-6030.

Title VI Complaints

If you believe you have been discriminated against on the basis of race, color, or national origin in connection with an MMS program or service, you may file a Title VI complaint.

Complaints must be filed within 180 days of the alleged discriminatory occurrence and should provide as much information as possible regarding the alleged discrimination. The complaint form must be signed and dated and include your contact information.

You may download the MMS Title VI and ADA Complaint Form here:

Title VI and ADA Complaint Form: Title VI and ADA Complaint Form

Completed Title VI complaints may be submitted to:

Title VI Coordinator
Medical Motor Service of Rochester & Monroe County, Inc.
608 South Clinton Avenue
Rochester, NY 14620
(585) 654-6030
titlevicoordinator@mmsnys.org

A Title VI complaint may also be filed directly with:

Federal Transit Administration
Office of Civil Rights
Attention: Title VI Program Coordinator
East Building, 5th Floor – TCR
1200 New Jersey Avenue, SE
Washington, DC 20590

ADA Complaints

If you believe you have been discriminated against or denied access to an MMS service, program, activity, transportation service, or facility because of a disability, you may file an ADA complaint directly with MMS.

A written complaint should be submitted within 30 calendar days of the alleged incident to facilitate prompt investigation and resolution. The complaint should describe the incident as specifically as possible, including the date, individuals involved, service or activity involved, nature of the problem, and your contact information.

You can download the MMS ADA Complaint Policy and Procedures, including the complaint form, here:

ADA Complaint Policy, Procedures and Complaint Form: ADA Complaint Policy, Procedures and Complaint Form

Completed ADA complaints may be submitted to:

ADA Coordinator
Medical Motor Service of Rochester & Monroe County, Inc.
608 South Clinton Avenue
Rochester, NY 14620
(585) 654-6030
adacoordinator@mmsnys.org

If you need an alternative method to submit an ADA complaint, contact the ADA Coordinator. MMS can accept a verbal complaint or provide complaint information in an accessible format.

Within 10 days after receiving an ADA complaint, the ADA Coordinator will contact the complainant by mail, email, telephone, video conference, or another appropriate method to discuss the complaint and work toward a resolution. Within 30 calendar days following that discussion, the ADA Coordinator will provide a written explanation of the outcome.

If the complainant is not satisfied with the outcome, the decision may be appealed within 45 days to:

New York State Department of Transportation
Office of Diversity and Opportunity
50 Wolf Road, 6th Floor
Albany, NY 12232
(518) 457-1129
Fax: (518) 549-1273
OCR-TitleVI@dot.ny.gov

ADA complaints may also be filed directly with the Federal Transit Administration Office of Civil Rights.

Language and Accessible Formats

If you need this information in another language or an accessible format, please contact MMS at (585) 654-6030. Language assistance and accessible formats are available upon request.

Reasonable Modifications

MMS will make reasonable modifications to its policies, practices, and procedures when necessary to ensure that transportation services are accessible to individuals with disabilities.

To request a reasonable modification:

  1. Be specific – clearly explain the modification you need in order to use MMS transportation services.
  2. Request in advance when possible – making a request as early as practical gives MMS time to evaluate and implement the requested modification.
  3. Contact MMS – requests may be made during the eligibility, reservation, complaint, or service-delivery process. Advance notice is not required when the nature of the request makes advance notice impracticable.

For assistance with a reasonable modification request, contact MMS at (585) 654-6030.

Key Resources

ADA Service Animals Policy

Medical Motor Service of Rochester & Monroe County, Inc. allows service animals to accompany riders with disabilities on MMS vehicles and in MMS facilities in accordance with ADA requirements.

Service animals assist individuals with disabilities and are permitted to travel with eligible riders using MMS transportation services.

You may download the complete policy here:

MMS ADA Service Animals Policy: MMS ADA Service Animals Policy.