The official support site for riders of MATAplus
BFMS
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The official support site for riders of MATAplus |
| MATAplus.com is provided as a service to the community by
the Barrier Free Memphis Society
BFMS |
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Memphis Area Transit Authority
The MATAplus
RIDER'S GUIDE
TABLE OF CONTENTS
Message from the General Manager
Introduction
Paratransit Eligibility
Paratransit Service
Applying For Paratransit Service
Making a Reservation
No-Show Policy
Pick up Procedures
Travel Companions/PCA's
MATAplus Fares
Riding MATAplus Vehicles
Suggestions and Complaints
| Comments and helpful hints on the guide: |
This is essentially the Rider's Guide that MATA has published for riders. MATAplus.com has made grammatical corrections to make the document readable and useable. The printed version produced and distributed by MATA is filled with demeaning language, spelling errors, grammatical mistakes and incorrect phone numbers.
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| The President and General Manager implies that this is some "outline" of MATA's policies and procedures; however, you should know that there are no written policies for paratransit at MATA. MATA staff have no other guide to the service they provide other than what you read here in the Rider's Guide. Will Hudson stated clearly that the the Rider's Guide "which we consider our Policy and Procedures Manual," is the policy at MATA. [Letter March 23, 2001] |
Message from the General Manager
Welcome to MATAplus!
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INTRODUCITONThe Americans With Disabilities Act (ADA) of 1990 requires the Memphis Area Transit Authority and other public transit agencies throughout the country to provide complementary paratransit service or equivalent public transportation to individuals who cannot board, ride, or get to an accessible fixed-route bus because of their disability. This service must be comparable to the level of service that is provided to individuals without disabilities who use an agency's fixed-route service.
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| Passengers are certified ADA eligible, not certified disabled. There are no features to accommodate elderly customers. This is true for the MATAplus ID. It provide proof for the discount on the fixed-route during non-peak times. You will get no information from calling this number. |
MATAplus is a system that certified disabled passengers can use with erase and comfort. All MATA transfer centers, and most buses, are designed with special features to accommodate both elderly and disabled customers. MATA issues Half-Fare cards for senior citizens and disabled riders to use on the fixed-route system. This card allows an eligible individual to travel at half the regular fare during non-peak period service. MATA's peak period is 6:30 a.m. - 9:30 a.m. and 3:00 p.m. - 6:00 p.m. Monday- Friday. The fare may be paid by cash or fare cards. To be eligible for discounts, you must be 65 years of age or older, or have a physical or mental disability. For further information, call us at 528-2870.
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| MATA only meets the needs of some people with disabilities, this guide outlines who they will and will not serve. If you live ¾ of a mile from where a bus operates, you are in the MATAplus service area for the same times as that bus. You can also go meet the bus. If you are outside the ¾ mile corridor, you can arrange for the bus to meet you at an address that is inside the ¾ mile limit, even if it is not your home. |
MATAplus
MATAplus is a service designed by the Memphis Area Transit Authority to meet the transportation needs of people with disabilities in the Memphis urbanized area. In order to utilize the benefits of MATAplus, riders must have a disability that prevents them from riding the MATA fixed-route bus system.
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| More information is not available at MATA. You cannot trust the information they provide over the phone. Learn this rider's guide and check things out yourself, remember, they don't have extended "policies and procedures" beyond what you read here. |
Important Phone Numbers
Reservations 722-7171
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| Currently these categories are not valid. Anyone with a disability should apply for MATAplus service because the fixed-route is not accessible. If MATA denies you eligibility it is essential that you appeal that decision because there are no criteria for any denials and the process is a self-review. |
PARATRANSIT ELIGIBILITY
If you have a disability, which prevents you from using MATA's fixed-route service, you may be eligible for MATAplus.
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| This means you share the bus with others. Long-time users know that because of poor management, you often do not ride with other passengers.
Paratransit is to be a similar service to the fixed-route and should not provide any additional benefits. |
MATA's Fixed-Route System
MATA's fixed-route system consists of MATA bus and trolley service that operates on a set route, day and scheduled times within the MATA service area. PARATRANSIT SERVICE
Paratransit service is a service designed for individuals whose needs cannot be met by the fixed-route service. MATAplus is a shared-ride form of public transportation that complements MATA's fixed-route service. MATAplus provides service that is equivalent to the fixed route system. MATAplus provides service for all types of trips such as: Work, Medical, educational, recreational
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There are two types of services that are offered on MATAplus:
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APPLYING FOR PARATRANSIT SERVICE
In order to utilize MATAplus service you need to complete an
application. To request your application please call MATA at 722-7105 or MATAplus
at 722-7171 or by TTY at 523-2817 from 8:00a.m. to 4:00 p.m., Monday through
Friday.
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| Anyone should be able to get help completing the application. A person with a visual impairment, for example, should get help from MATA staff to complete the application by phone. This is not directly stated here but it is your right and it makes good sense. Record the date you sent your application in! You must make MATA get your application done in time.
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| MATA may contact an applicant's physician, however that does not relieve them from the responsibility of meeting the 21 day deadline. The applicant must be notified of incomplete or inaccurate applications.
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The 21-day processing time doesn't apply to incomplete applications. MATA's staff will contact the applicant or their physician in the case of an incomplete or inaccurate application.
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| Specialized, not Special. MATA also forgot the word "Advisory." STAC is the Specialized Transportation Advisory Committee. |
Applicant's Status Notification Applicants will be notified in writing, or alternate formats if requested, about their eligibility. Upon approval, you will be instructed on how to obtain a MATAplus ADA photo identification card and how to use MATAplus services. Application Denial You have the right to appeal any decision that denies you service. MATAplus has an appeal process for riders who feel that they have not received a service for which they believe they are eligible. The appeals process includes input by the Special Transportation Committee (STAC), which is, composed of local paratransit customers and individuals knowledgeable of the Americans With Disabilities Act of 1990 and transportation.
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| MATA makes you fill out the same meaningless form you filled out originally even if nothing has changed. |
Recertification MATAplus requires eligible customers to be recertified every three years. The eligibility expiration date appears on the ADA photo identification card. It is the responsibility of the customer to maintain a valid photo identification card and to reapply for service prior to the eligibility expiration date. MATA will notify the customers whose certification is nearing its expiration. If a customer fails to renew his or her eligibility, he or she will be suspended from service until recertification if completed.
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| There is no policy on this procedure. | Repeated unsuccessful attempts to communicate with a customer whose eligibility has expired may result in the customer's name being purged from MATAplus active customer list.
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Temporary Disabilities Customers with temporary disabilities may obtain a MATAplus ADA photo identification card that is valid for the expected time of the disability. If the disability continues beyond the expiration date, MATAplus will require another certification form from your physician or health care provider.
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| You need to keep the letter of confirmation to get your photo ID. |
ADA Photo Identification Cards ADA photo identification cards may be obtained from MATAplus after customers receive confirmation of their eligibility for paratransit service.
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| If you make a return trip. You can avoid the "one-way" fare by taking the free trip to get your ID and getting a ride from a friend or on the fixed-route to get home. |
MATAplus will provide instructions on how to obtain a photo ID in the letter of confirmation. Eligible customers may ride the MATAplus vehicle free to get your photo ID, however, a one-way fare will be charged for the return trip.
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Your MATAplus ADA photo identification card is accepted throughout the United States. It may be used to ride paratransit systems wherever these services are provided for up to 21 days. You must confirm exact scheduling rules and regulations with local transit authorities. |
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| This is the half-fare (actually $.50) for non-peak travel on the fixed-route.
MATA gives an incorrect phone number for information. |
Your photo ID card may be required each time you use the MATAplus service and is accepted as authorized identification necessary to obtain discounts on MATA's fixed-route services. Please contact MATA at
528-2870 for more information.
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| If you take MATAplus to get the replacement ID card. This price is vindictive, there is no reason for the 40% increase. |
Lost ADA Photo ID Cards If you misplace your photo ID card, a replacement card can be obtained by calling our customer service representatives at 528-2870. A trip on MATAplus will be scheduled for the replacement ID to be processed. The customer must pay the round trip fare as well as a replacement cost of $5.00 for the new identification card.
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MAKING A RESERVATION
To make a reservation please call our reservation agents at 722-7171.
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| This information can help MATA to find you, however there is little chance that they will record this information even if you give it to them. This information rarely makes it to the drivers, so expect to make a second phone call so the bus can find you. You may ask for a specific pick-up time or you may tell MATA that you have to be a your destination at a particular time. MATA does not relate this information to customers. If you give MATA an appointment time, they can only offer trip options that will get you to the destination within one-hour before your appointment. If you request a specific pick-up time, MATA can offer you times one-hour before and one-hour after the time you ask for. |
Reservation Information
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A customer can make a reservation for a trip from one to three days in advance: Monday - Saturday 8 a.m. to 4 p.m. Sundays & Holidays 8 a.m. to 4 p.m. |
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| If MATA cannot accommodate your requested time, they have denied you a trip. Make MATA give you options. |
There is no limit to the number of non-subscription trips that a passenger can book on any given service day. An unlimited number of trips can be reserved during one telephone call. Every effort will be made to accommodate the requested trip, however, please be aware that at times the requested trip may not be available. In those rare instances where demand goes beyond the available service the MATAplus reservation agents will attempt to provide you with an alternate time as close to the original requested time as possible.
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Trip "negotiations" are permissible under the ADA. Riders requesting a specific pick-up time, that is not available, will be offered a pick-up time nearest to the requested pick-up time within one hour before and one hour after the requested pick-up time. |
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| Remember that MATA is to inform riders of ALL POSSIBLE times. MATA should record this as a trip denial even though you get a ride. |
If the rider refuses a trip provided within one hour before and one hour after the requested pick-up time, the declined trip will be considered a trip refusal. A rider may still accept an alternate pick-up time that is more than one-hour from the requested time. All passengers have the right to reject an alternative trip time.
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| MATA is telling you that you will not know the time of the
bus arrival. MATA will not tell you when they change your time by 15 minutes or less. You may find this out by calling for a Confirmation.
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If your trip can be scheduled within 15 minutes of the requested pick-up time, there will be no call back from MATAplus to inform you of the pick-up time.
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| Calling when the bus is late is a different topic than calling when MATA changes your reservation. MATA has confused these two topics here. As you may know, MATA does not commonly follow this procedure - DO NOT EXPECT MATA TO CALL WHEN THEY ARE LATE.
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MATAplus agents will call, when practical, in cases where the vehicle is delayed 15 minutes or more to inform you of the delay and estimate the time the bus will arrive after attempting to dispatch another vehicle.
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| In this awkward sentence, MATA is trying to say you get more
time at your destination when they get you there late. This promise is
very tenuous, do not count on MATA to be reasonable.
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If a passenger gets a late trip and requires additional time, the rider may call to request a later return trip and the trip will not be charged as a no-show.
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| Ask them where the bus is now so that they have less of a chance to tell you "15 minutes" without calling to check with the driver. ETAs are commonly very flawed. |
MATAplus customers may call at anytime to ask for an estimated time of arrival (ETA) to get specific information
on when the scheduled vehicle is expected to arrive by calling 722-7106. Please remember that you are responsible for making arrangements for the vehicle to gain access to gated communities or secured complexes. A driver cannot be delayed trying to locate personnel to provide access to a complex.
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| You may want to get in the habit of calling and confirming your reservations. Often MATA changes your pick-up times without telling you. It is best to call in the evenings the day before your scheduled ride. |
Confirmation of Reservations Whenever possible, reservation confirmations are given when you call our reservation office. Reservation changes must be made during regular reservation hours. Reservation Changes and Cancellations Please notify us regarding your cancellations at 722-7106 at the earliest possible time. For you and other passengers' convenience please notify us regarding your changes for a reservation at the earliest possible time at 722-7171. Late changes for scheduled trips can be disruptive to other passengers. We make every attempt to accommodate your transportation needs. Failing to notify MATAplus that you are canceling a scheduled trip may cause a vehicle to be unnecessarily dispatched. This can cause service disruptions and delays to other passengers. An excessive number of late cancellations may result in temporary suspension of service privileges.
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| You have a "record" and a right to see it. For a copy of your
MATAplus record write:
James Anglin at 1370 Levee Rd Memphis TN 38108. |
NO-SHOW POLICY
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| MATA does not have the administrative ability to do this. It is in your interest to appeal each time you are given a no-show. |
No-Show Penalties Advance Reservation Customers who accumulate three chargeable no-shows within a 90-day period will receive temporary suspension of all paratransit service for up to one month. A second set of three chargeable no-shows within six months of the first suspension will result in a temporary suspension of all paratransit service for up to two months. A third occurrence of three chargeable no-shows in six months will result in a one-year suspension, and the individual must reapply for paratransit service. Subscription Customers A subscription customer who accumulates three chargeable no-shows within a 90-day period will receive temporary suspension of all paratransit services for a period of one week. A second set of chargeable no-shows within six months of the first suspension will result in a temporary suspension of all paratransit services for up to one month. A third occurrence of three chargeable no-shows in six months will result in services being suspended for up to three months. A fourth occurrence in six months will result in a one-year suspension, and the individual must reapply for paratransit service.
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Under the ADA before any paratransit customer can be suspended from the service, the individual must have a chance to appeal, therefore, before suspending paratransit service, MATA will take the following steps: Step #1 MATAplus staff will notify the individual in writing after the second chargeable incident occurring within a 90-day period. The notification will serve as a warning that service will be suspended if another chargeable no-show occurs. MATAplus will specify the basis of the proposed suspension, include the dates of the chargeable no-shows and will state the proposed sanction.
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Step #2 MATAplus will provide the individual with written notification that MATA proposes to suspend paratransit services citing the dates of the chargeable no-show incidents and stating the effective date of the suspension. The suspension will become effective no sooner than 30 days after the notification.
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Step #3 MATAplus will provide the individual with an opportunity to be heard and to present any pertinent or mitigating information. In reaching a decision, MATAplus staff will obtain a recommendation from the MATA Specialized Transportation Advisory Committee (STAC) or their subcommittee on every instance of suspension.
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Step #4 MATAplus will provide the individual with a written notification of the decision, the status of suspension, and the reasons thereof. The suspension will be effective 30 days after the date of notification of the decision.
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Step #5 Customers have the right to appeal any written notification they receive from MATAplus relating to their eligibility. The customer must appeal the notification within 60 days of receipt of the notification. Appeals must be in writing and forwarded to: MATAplus 1370 Levee RD Memphis, TN 38108
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| Step #6 MATAplus will respond to all customer appeals in writing within seven days of the receipt.
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Step #7 If a customer chooses not to appeal the warning or the suspension notification letter then sanctions will occur and become effective 30 days after the official notification.
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Step #8 A customer returning to service after a suspension will be placed on probation for six months. During the probation period sanctions are continued if necessary. |
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Step #9 Suspended customer completing a six-month probation period without subsequent suspension will have their record cleared of all previous no-show violations.
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| Do not expect MATA to either call or be at the proper location. The bus driver will not be given the information you relate to the reservation staff. Plan to call from your destination if the pick-up point is ambiguous. |
PICK-UP PROCEDURES
In order for us to provide you with safe, on-time service you must specifically
designate a location and inform us where you will be waiting for your pick-up.
MATAplus has developed the following procedures to ensure safe vehicle
movement and standardized connecting point guidelines: |
| MATA's inspection cannot interrupt your service. |
If the apartment complex is inaccessible to a MATAplus vehicle, the
customer must meet the vehicle at the main entrance to the complex. Before any
MATAplus vehicle can enter apartment complexes that are not easily
accessible, the location must be inspected. If the facility has a guarded gate
or limited access, the security staff should be informed by the customer of the
scheduled pick-up and return times. It is your responsibility to notify MATAplus
of the security procedures when the reservation is made and arrange access for
the vehicle. The paratransit vehicle cannot be delayed due to complicated access
requirements.
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| Because MATA may change your time without your
knowledge, you may not know when this 30-minute window is.
This is not a chargeable no-show that MATA is describing here, only a "believed to be no-show," for the purposes of the driver. |
A customer traveling from a large office complex, medical facility, or other similar area must meet the vehicle at the curb closest to the main reception desk or main lobby entrance. MATAplus is committed to arriving within the 30-minute pick-up window. If the customer is not at the proper pick-up location within the designated pick-up window and the five-minute grace period has expired, the vehicle will depart and the customer will be declared a "No-Show." Out of courtesy for other MATAplus customers who are scheduled on the same vehicle, the driver will wait no longer than a five-minute grace period. Customers must be ready to depart at any time during the 30 minute window described when reservations are made. If a customer has not boarded the vehicle within the five-minute grace period, the vehicle will depart. The dispatcher will not call the customer by telephone to advise that the vehicle has arrived. MATAplus, however, will call by telephone any customer that is blind or deaf to notify them that the vehicle has arrived. It is the customer's responsibility to be at the curb or within viewing distance of the driver when the vehicle arrives. Please note that for your and other customer's convenience the MATAplus vehicle cannot wait while customers conduct business at their destination.
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Boarding the MATAplus Vehicle MATAplus customers are required to have the correct fare in cash or authorized MATAplus fare card when boarding the vehicle. Driver cannot make change. The customers may be required to present their MATAplus ADA photo ID. Driver Assistance Drivers will assist the customer on or off the vehicle, but they cannot assist customers from the building. Safety concerns and time constraints do not allow the drivers to assist customers beyond the curb. MATAplus drivers are not allowed to assist customers outside the vehicle other than when boarding or disembarking. Drivers are not permitted to leave their vehicles unattended to assist customers in getting from the door of the drop-off or pick-up location. The driver will verbally indicate to a visually impaired customer waiting at the curb that the paratransit vehicle has arrived.
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| If you need a PCA, do not make it an individual, so any paid attendant may travel with you at no charge. |
TRAVEL COMPANIONS and PCA'S
When you are unable to travel alone, MATAplus encourages you to travel
with a Personal Care Attendant (PCA). The customer's healthcare provider
determines the need for a PCA. Authorized PCA's can travel with MATAplus
customers at no cost.
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A customer may be accompanied by a travel companion or a PCA such as a child, friend, family member, or a paid employee. Additional companions may travel on a space available basis. Travel companions are subject to the regular paratransit fare and must have the exact same travel arrangements as the customer. It is not necessary for the companion to be certified by MATAplus and they do not need a photo ID. You must inform the reservation agent at the time of the reservation whether a travel companion or a PCA will be accompanying you to ensure an accurate count of individuals traveling on a vehicle. Children age five years and younger must be accompanied by a responsible adult.
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| If you need a PCA, do not make it an individual, so any paid attendant may travel with you at no charge. |
MATAplus FARE
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MATA Customer Service Center 61 South Main Street North End Terminal 444 North Main Street American Way Transit Center 3921 American Way Methodist Central Cashier's office The cost for MATAplus 21 rides cards are $30.00 or 21 rides with zone fare for $38.00. You may also purchase MATAplus cards by mail by sending a self-addressed, envelope and one dollar, to cover postage and handling, with your payment to: MATAplus 1370 Levee Rd. Memphis, TN 38108
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Visitors With Disabilities Visitors with a disability, certified by another transit system, will be given "Presumptive Eligibility" to ride MATAplus for up to 21 days without being certified by MATAplus. Visitors must have proof of certification or residency when boarding the vehicle.
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RIDING MATAplus VEHICLES
Ambulatory Customers
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Wheelchairs MATAplus will transport all types of "Common Wheelchairs" as defined by the ADA regulations. Common Wheelchairs are defined as: A wheelchair that does not exceed 30 inches in width and 48 inches in length measured two inches above the ground, and does not weigh more than 600 pounds when occupied.
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| If you are wondering why this nonsense is in the Rider's Guide, it is most likely a preemptive apology for not correctly tying down your wheelchair.
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There are many types of wheelchairs, and it is often difficult to identify the mainframe of a wheelchair.
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| This is a violation of Federal Law. |
MATAplus cannot transport customers with inoperative devices or devices with inoperative locking brakes.
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| There is no point in this paragraph except to frighten some users. |
Scooters Scooter-type devices have been shown to be unstable on lift and sometimes may exceed the weight and ADA allowable dimensions. Scooters can also be unstable once inside the vehicle. Customers traveling with scooters should adhere to the same safety procedures as those for wheelchairs.
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| There are no paratransit policies outside of this guide. |
Wheelchair Securement / Seat Belts It is the responsibility of your MATAplus driver to ensure that mobility devices are properly secured prior to transporting you. Passengers using wheelchairs or scooters are required to be secured, using a four-point tie down system at all times while riding the vehicle. MATAplus policy requires operators to secure the lap belt to ensure the customer's safety. Failure to cooperate with safety related policies might result in loss of service.
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Transporting Packages or Animals Each passenger is allowed up to three packages (plastic grocery or shopping bags). Customers should make other arrangements for packages exceeding three parcels. Excessive luggage and large boxes cannot be accommodated. Customers may be required to secure their packages at their seats, as storage space on the vehicle is limited. The maximum combined weight of all packages cannot exceed 25 pounds. Drivers are only allowed to load a maximum of three bags onto the vehicle. They are not allowed to carry packages to or from the vehicle.
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Animals Service animals and service animals in training are allowed on all MATA vehicles without being caged. MATA will transport other authorized service animals provided they are properly constrained. Note: For safety reasons, drivers are not allowed to carry cages or handle the service animals.
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Your Responsibility When Riding a MATAplus Vehicle The following rules of conduct are provided for your safety and comfort as well as all MATAplus paratransit customers: Each customer must comply with the rules of conduct. Actions of misconduct, including illegal, violent or seriously disruptive behavior, will be grounds for suspension of service for the customer. Anyone found acting in an unsafe manner, which may endanger other customers, the driver, or the vehicle, will be terminated from service immediately. MATA will consider an appeal for such suspension of services on a case-by-case basis.
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Customers requiring physical assistance outside the vehicle (e.g., to or from their door, or assistance up stairways or difficult grades) must have a PCA or a companion accompany them on the vehicle. The PCA will be responsible for providing the physical assistance the customer requires. Paratransit operators will assist you on or off the bus; however, MATAplus drivers are not allowed to leave their vehicle unattended.
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It is the responsibility of the customer to watch for the bus. MATAplus operators are not responsible for going inside of establishments to look for passengers. Customers requiring medication or oxygen at regular intervals should be advised that travel time on the paratransit vehicle is comparable to that of the fixed-route system. Rides are subject of delays that may result in a customer's on-board time being longer than 60 minutes. Public transportation is subject to unpredictable conditions such as traffic delays and mechanical problems.
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| Again, there is no policy for this special evaluation.
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Note: MATAplus operators cannot be held responsible for the administration of medications. The administration of medication when in a MATAplus vehicle is the customer's responsibility. Any customer requiring assistance in the administration of medication or oxygen while on the vehicle must travel with a PCA or companion. Should the administration of medications or oxygen become necessary while on the vehicle, MATA will contact emergency medical assistance to administer the required medication at the customer's expense. Repeated incidents in which medication schedules disrupt or delay other MATAplus customers may result in the evaluation of the individual's suitability to use MATAplus services. |
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Only MATA would consider eating to be a "medical problem." |
MATA subscribes to a "No Smoking" policy throughout the transit system. Customers are prohibited from eating or drinking on the vehicle unless a
medical problem exists that requires eating or drinking at specified time periods. In such cases, the customer must advise the driver of this fact. The use of alcoholic beverages or riding under the influence of intoxicating drugs or alcohol is prohibited at all times. Customers are prohibited from playing radios without the use of headphones. Customers may not operate or tamper with any equipment while on the vehicle. This rule includes the operation of the hydraulic lift, ramp and attempts to remove wheelchair tie-downs or passenger seat belts.
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Driver's Responsibilities
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| MATA does not define what this assistance is, however, drivers are trained to walk to the downhill side of a person using a wheelchair.
Note that the policy does not limit assistance to passengers that exit backwards. |
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| Without an accessible fare box, it is necessary for divers to handle both cash and fare cards. |
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Lost & Found Procedure Any article left on the vehicle will be stored at the MATAplus Lost & Found Department located at 61 South Main Street. Articles will be held for 10 days. To claim a lost article, please call 528-2870. Customers are responsible for claiming lost articles.
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| The print version of MATA Rider's Guide calls STAC the "Special Transportation Advisory Committee." Although "special," and "specialized," are synonyms; using the term "special" is particularly insulting to the disability community. |
STAC MATA has an advisory committee on disability issues that makes recommendations to MATA's staff on pertinent issues to the disabled community. STAC, (Special Transportation Advisory Committee), meets on the third Wednesday of every month. |
| Wrong phone number. We have no evidence that alternate formats of the Rider's Guide have been produced [7/4/01]. |
Rider's Guide In Different Formats The Rider's Guide is available for individuals with visual impairments. To request a different format rider's guide, please call our customer service representatives at 528-2870.
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| At this point they say details will help, later they say unspecified details are required. |
SUGGESTIONS, COMMENTS & COMPLAINTS
MATA seeks to provide its customers with safe, reliable, and customer-oriented
service. We look forward to working with you to provide the best service
possible. If you have a suggestion, comment or a complaint about our services,
please call our Information Center Supervisor at 522-9175 or write to:
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Please remember to include the following information when calling or writing to us. Name, address, and telephone number.
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| Ask for the log number. The log number may not help in resolving your complaint, but just to ask shows them you know what you are doing and will expect results. Know the date for a response, MATA is poor at keeping their deadlines. First the information is helpful, now they will not act without "appropriate information." Ask for a response in writing so there is a record. |
Complaints received by the Information Center Supervisor will be logged and numbered. They will be processed and forwarded to the appropriate authorities for investigation. If the supervisor or other information staff is not available, the call will go to voice mail and a response will be provided by the next working day. Complaints received by letter will be dated and answered in seven working days. If the appropriate information is provided, the investigation will be completed within seven working days and the customer will be contacted by telephone or letter advising them of the finding of the complaint.
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| This e-mail address does not work. |
If the investigation cannot be completed with seven working days, the customer will be notified of the delay and advised when to expect a follow-up call to address their concern. For specific paratransit customer support services, you may call: James Anglin at 722-7144 Viola Parnell at 722-7144 Or write to MATAplus at: 1370 Levee Road Memphis, TN 38108 Or email MATA at: www@matatransit.com
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MATA Board of Commissioners M.P. Carter, Chairwoman Karl P. Birkholz Vicki Cloud Ray Holt Rosetta Perkins-Brown J. Richard Walker Cliffie Pugh
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In an effort to support the Federal Transit Administration's (FTA) goal to increase outreach efforts directed at consumers having difficulty gaining access to public transportation, we have listed FTA toll-free numbers for our customers, advocates for people with disabilities, and the general public to call with concerns regarding public transit accessibility and related issues. Voice: (888) 446-4511 TDD/FIRS: (800) 877-8339 Assistance for TDD Users: (202) 366-0153 Web Site: http://www.fta.dot.gov E-mail Address: ada.assistance@fta.dot.gov
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| The Memphis Center for Independent
Living 163 Angelus St. Memphis, TN 38104 Voice: (901) 726-6404 E-mail Address: mcil@mcil.org |
Federal Transit
Administration's (FTA) Voice: 1-888-446-4511 TDD/FIRS: 1-800-877-8339 Assistance for TDD Users: (202) 366-0153 E-mail Address: ada.assistance@fta.dot.gov |
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| This site is NOT affiliated with the Memphis Area Transit Authority |
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