Policy Overview

“On March 13, 2015, the US DOT issued a Final Rule under the ADA and Section 504 of the Rehabilitation Act of 1973, “specifically to provide that transportation entities are required to make reasonable modifications/accommodations to policies, practices, and procedures to avoid discrimination and ensure that their programs are accessible to individuals with disabilities.” 

It is VITRAN policy to make reasonable modifications to its policies, practices and procedures when requested to do so by individuals with disabilities when such accommodations are necessary to avoid discrimination on the basis of disability. As part of this commitment, VITRAN has updated their ADA Policy & Procedures in regard to Requests for Reasonable Modification by Persons with a Disability.

VITRAN will adhere to all applicable federal and state laws, regulations, and guidelines with respect to providing reasonable modifications, as necessary, to afford equal access to programs for persons with disabilities. VITRAN does not discriminate on the basis of disability in admission to, participation in, or receipt of services and benefits under any transit program or activity. VITRAN will take appropriate steps to ensure that persons with disabilities have an equal opportunity.

No qualified individual with a disability shall, by reason of such disability, be excluded from participation in or be denied the benefits of the services, programs, or activities of VITRAN, or be subject to discrimination by VITRAN Fixed Route or VITRAN Plus Paratransit. 

What is Reasonable Modification?

To ensure that programs and services are accessible to customers with a disability, an individual may request that a modification to VITRAN services be made in order to allow them to access and utilize the services.

There are no restrictions on when a customer can request a reasonable modification although the VITRAN supports and encourages customers to place request as soon as possible.

Process for Requesting Reasonable Modification Accommodation’s for Individuals with Disabilities 

Requests for modifications of VITRAN policies, practices, or procedures to accommodate an individual with a disability are encouraged to be made in advance when possible, but can also be made at the time of service.  VITRAN is best able to address and accommodate a request when customers make their requests for modifications in advance.  The process for making a request is as follows:

• When making a request, please thoroughly describe what is needed in order for you to use the service, and why this assistance is necessary.  
• Whenever feasible, a request for modification to VITRAN service should be made in advance before VITRAN is expected to provide the service.  VITRAN will review your request and will make every effort to communicate in advance whether or not the requested modification can be made.
• If the modification is not made VITRAN will provide the reason for the denial of the request. Requests may be denied on one or more of the following grounds: 
  • Granting the request would fundamentally alter the nature of VITRAN’s service, programs, or activities; 
  • Granting the request could create a direct threat to the health or safety of the requestor or others; 
  • Granting the request would create an undue financial or administrative burden for the Agency; or 
  • Without such modification, the individual with a disability is otherwise able to fully use VITRAN Transit’s services, programs, or activities for their intended purpose.

In determining whether to grant a request modification, VITRAN will be guided by the provisions of the United States Department of Transportation at 49 CFR Appendix E to Part 37.169.

Requests may be made through the following means:

St. Croix at      (340) 773-1664
St. Thomas at (340) 774-5678
St. John at      (340) 774-0165

You may also submit a written request in person or by mail:

ADA Office
6002 Anna’s Hope
St. Croix VI 00820

Complaint Process and Contact Information:

Complaints regarding the administration of or compliance with this policy shall be made in writing either by letter or email to the Department of Public Works Civil Rights Officer, or by completing and returning ADA Complaint Form or the Title VI or Discrimination Complaint Form.