Americans with Disabilities Act (ADA)



“HPTS shall not discriminate against an individual with a disability in connection with the offering of transportation services.”


The Americans with Disabilities Act (ADA) of 1990 and the Rehabilitation Act of 1973 prohibit discrimination against individuals with disabilities being excluded from, denied the benefits of, or subject to discrimination with regard to employment, transportation, public accommodation, communications, and governmental activities. Under the ADA, a person has a disability if they have a physical or mental impairment that substantially limits a major life activity. HPTS offers and provides options for accessible transportation to those persons with an assessed inability to access or navigate the fixed-route bus system due to a temporary or permanent disability.


HPTS’s ADA Complementary Paratransit service provides accessible transportation for persons with an assessed inability to access any of HPTS’s fixed-route transportation modes in designated service areas. ADA Complementary Paratransit service is offered, with qualifications, to individuals of any age with an assessed disability. Individuals must complete and submit an ADA Complementary Paratransit service application, available on the HPTS website: An HPTS representative will then provide a written determination of eligibility letter. Disabled individuals unable to use regular bus service may be eligible for ADA Complementary Paratransit service within the High Point ADA service area. All paratransit vehicles are equipped with wheelchair lifts, and all buses are ADA-compliant, equipped with low-floor boarding and a ramp.


Anyone who believes they have been excluded from participation in, denied the benefits of, or otherwise subjected to discrimination under any HPTS program or activity because of their disability may file a complaint with HPTS’s Civil Rights Officer.


Federal law requires that HPTS investigate, track, and report ADA complaints. Complaints must be filed in writing as soon as possible but within 180 days from the date of the alleged discrimination. Within 10 calendar days, HPTS will acknowledge receipt of the complaint.

While not required, complainants are encouraged to use the ADA Complaint Form.

Complaints may be submitted via email, phone, fax, or in person to the following:

High Point Transit System 

ATTN: Civil Rights Officer 

716 W Martin Luther King Jr. Dr

High Point, NC 27262

Phone: (336) 883-3424

Fax: (336) 883-3425

The Civil Rights Officer may request relevant information such as files, records, electronic information, and other sources of information from all involved parties. The complainant has thirty (30) days from the original complaint date to respond to HPTS’s Civil Rights Officer with the requested information.


If the Civil Rights Officer does not receive the requested information within thirty (30) days from the original complaint date, HPTS can administratively close the complaint. The complainant will be informed of the complaint closure through a registered return receipt letter.


After the Civil Rights Officer reviews the complaint and any additional information, one of two (2) letters will be issued to the complainant based on its findings:


1.         Complaint Closure Letter: This letter will state that HPTS is found to be in compliance with ADA regulations. The letter will explain why HPTS was found to be in compliance and provide notification of the complainant’s appeal rights.

2.         Letter of Finding: This letter will state that HPTS is found to be non-compliant with ADA regulations. The letter will include a summary of allegations, each violation referenced, the applicable regulations, and a brief description of proposed remedies and actions taken. If the complainant wishes to appeal the decision contained in the Letter of Finding, they will have ten (10) days after receipt of the Letter of Finding to do so.


If the complainant is unsatisfied with the findings and/or actions taken by HPTS, the complainant may file their complaint with the FTA’s Office of Civil Rights.

Federal Transit Administration

Office of Civil Rights

East Building, 5th Floor-TCR,

1200 New Jersey Ave., SE 

Washington, DC 20590

(888) 446-4511


HPTS will make reasonable efforts to assist persons with disabilities, non-English speakers, and others unable to file a written complaint. This document is available in accessible formats upon request. To obtain paper copies of this ADA Complaint Process and information regarding these accessible formats or assistance with completing forms, call HPTS’s Civil Rights Officer at (336) 883-3424. Individuals with hearing impairments may contact Relay by dialing 711.


HPTS prohibits retaliation against individuals because they have filed a discrimination complaint or otherwise participated in a discrimination investigation. Any alleged retaliation should be reported in writing to the Civil Rights Officer.