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Public Transit - Requests for Reasonable Modification Policy

Solicitudes para Modificación Razonable en Español

Introduction: Per the Americans with Disabilities Act, regional transit providers who receive federal financial assistance are committed to responding to requests for reasonable modifications of their policies, practices, or procedures.

Riders may request a modification from an operator for example a passenger with diabetes or another medical condition requests to eat or drink aboard a vehicle in order to avoid adverse health consequences.  The request should be granted, even though Sun Tran, Sun Shuttle, Sun Link, and Sun Van have a policy that prohibits eating or drinking while onboard the vehicle. Such as a person with diabetes whom needs to consume a small amount of juice in a closed container or a candy bar in order to maintain blood sugar level.  Additionally, a request may be submitted to Customer Service prior to an event requesting written materials be printed in a large font size.  These are only two examples of a modification that may be requested, please consider the guidelines below when requesting a reasonable modification with as much notice as possible in advance. 

Requesting a Reasonable Modification

If an individual requests a modification of sub-recipient’s and/or contractor’s policies and practices the request may be denied only on one or more of the following grounds:

An individual, who has requested a reasonable modification of a transit entity’s policies, practices, or procedures and has been denied, may file a complaint.

Notice: The American with Disabilities Act (ADA) / Leyes de Derechos de Discapacitados (Español) and  Reasonable Modification / Modificación Razonable (Español) forms contain the address, telephone number, and e-mail address pursuant to any questions regarding an ADA or Reasonable Modification Complaint.

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Submitting an ADA or Reasonable Modification Complaint

Any individual who feels they have experienced unlawful discrimination under ADA can submit an ADA or Reasonable Modification complaint at no charge for Sun Tran, Sun Van, Sun Link, or Sun Shuttle.  All complaints must be submitted in person or by mail within 180 calendar days of the alleged incident.  For your convenience, visit Sun Tran’s main office or download the American with Disabilities Act (ADA) / Leyes de Derechos de Discapacitados (Español) or  Reasonable Modification / Modificación Razonable (Español) online. Please submit complaints or questions to:

By mail or in person:

Sun Tran
Customer Service
3920 N. Sun Tran Blvd.
Tucson, AZ 85705


To complete the online complaint form for all services, please click here.  Or send the complaint via e-mail.

Call for additional information:

(520) 792-9222
TDD: (520) 628-1565

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ADA/Reasonable Modification Discrimination Complaint Guidelines

In order for Sun Tran, Sun Van, Sun Shuttle, or Sun Link to investigate a complaint filed, the following guidelines must be met:

Once an ADA or Reasonable Modification Complaint has been received by phone, email, USPS mail, or any other means, the complaint investigator has 10 working days to review.  A report will be provided to the General Manager (GM) of the affected service or his/her, authorized designee.  The GM will respond  to the person who made the complaint via email or USPS mail.

If the Complainant is dissatisfied with Sun Tran‘s resolution of the complaint, he/she has the right to file a complaint directly with the Federal Transit Administration, at FTA Office of Civil Rights, 1200 New Jersey Avenue SE, Washington, DC 20590.

Additionally, all complaints will be documented and included in Monthly Compliance Reports.

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Completing the ADA or Reasonable Modification Discrimination Complaint Form

The following information is provided in an effort to assist you in the completion of the  American with Disabilities Act (ADA) / Leyes de Derechos de Discapacitados (Español) or Reasonable Modification / Modificación Razonable (Español).

  1. Complete all sections of the applicable complaint form and either print or type the complaint information.  In completing the form, please provide clear and concise information when describing the alleged discriminatory practice(s) and/or act(s). Incomplete forms will be returned without further processing.
  2. The complaint form must be signed and dated, where indicated.
  3. Please submit the completed form to Sun Tran’s Office listed above. The complaint will be reviewed and a response will be mailed. Please note the review process may take several weeks.
  4. For additional information, contact the Customer Service Center at (520) 792-9222 (TDD: 628-1565).

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If you feel you’ve been discriminated in any other manner, please submit

Sun Tran, Sun Van, Sun Link, and Sun Shuttle will also provide information in accessible formats and languages other than English and Spanish upon request. Advance notice is required in order to ensure availability. If accessible information is needed, please click here.