ADA Complaint Procedure

Customers, Passengers, and General Public have the right to file a complaint if they are not satisfied with your service or feel unfair treatment by a UCHRA employee.

  • First – Ask your driver or request from Customer Service the complaint procedures and/or contact your Customer Service with your complaint. Phone Number 1-833-828-7477. These forms are also available online.
  • Second – Customer Service will investigate and attempt to resolve this. UCHRA may find it necessary to involve the Safety & Security Manager or the Mobility Manager to resolve the complaint. They will respond to your complaint within 30 days in writing.
  • Third – If your complaint is not resolved you can appeal the decision to the Transportation Director. The Director will investigate and respond within five (5) working days in writing.
  • Fourth – If you are still not satisfied with the resolution of the complaint, you may request a meeting with the Transportation Director. The Director may find it necessary to include the Human Resources Director to determine next steps.

All documentation will be copied to: The person filing the complaint, all parties involved in the procedure, and program files.

Contact Information
Contact or 1-833-828-7477 for Complaints or Reasonable Modification of your trip.

Mailing Address for Complaint Form:
Upper Cumberland Human Resource Agency (UCHRA)
ATTN: Transportation Customer Service
580 South Jefferson Avenue, Suite B; Cookeville, TN 38501-4010