|How to File a Complaint (or Compliment) with CTA, Pace, Metra or RTA about Their Services for People with Disabilities||
Last updated: September 2006
As a person with a disability, you have special legal rights when using public transportation. Bus drivers must call out stops, curb the bus and deploy the bus lift upon request. Train and rail personnel must assist you upon request, etc. Click here for more information about your rights as a person with a disability when using public transportation.
To contact the CTA via telephone, call 1-888-YOUR-CTA (1-888-968-7282) or dial “*-1” from any CTA station pay phone. Press "5" for Elevator Status information or TTY: 1-888-CTA-TTY1 (1-888-282-8891).
In addition, you can speak with the CTA's Americans with Disabilities Act (ADA) Department by calling (312) 681-2608.
You can contact Pace Passenger Services by calling (847) 364-PACE (7223) or TTY: (708) 339-4062, or click here to visit their website. You can email them at Passenger.Services@PaceBus.com. You can also contact them by sending a letter to Pace Headquarters at the following address:
Pace Suburban Bus Service
405 Taft Drive
South Holland, IL 60473
You can contact Metra Passenger Services by calling (312) 322-6777 or TTY: (312) 322-6774, or click here to visit their website. You can also contact them by sending a letter to Metra Passenger Services at the following address:
Metra Passenger Services
547 W. Jackson Blvd.
Chicago, IL 60661
Regional Transportation Authority (RTA)
You can contact RTA’s ADA Paratransit certification by calling 312-663-4357 or 312-913-3122(TTY), or click here to visit their website.
Equip for Equality recommends that you ask for a written response and provide the following information whenever you file a complaint (or compliment) with CTA, RTA, Pace, or Metra:
Please remember that a complaint (or compliment) cannot be acted upon if you have not provided enough information. For example, the CTA may have 5 male drivers with moustaches assigned to your bus route on the day of the incident and will not be able to follow up on your complaint without either a bus or badge number. Carrying a note pad with you may make the difference between your complaint getting a response or not.
Equip for Equality filed a lawsuit in U.S. District Court on February 8, 2000 against the CTA under Title II of the ADA and Sec. 504 of the Rehabilitation Act, to address the CTA’s failure to provide equal access to people with disabilities on its trains and buses.
The plaintiffs were Access Living, the Center for Independent Living for Metropolitan Chicago, and nine individuals with disabilities: seven with mobility impairments, one who is blind, and one who is Deaf. Access Living served as co-counsel in the case, along with Lou Aurichio from Butler, Rubin, Saltarelli and Boyd, and attorney Kathleen Yannias.
On Sept. 20, 2001, following a fairness hearing, U.S. District Court Judge James Holderman approved a far-reaching class-action settlement in the lawsuit. The purpose of the fairness hearing was to give any potential class members an opportunity to either object to or opt out of the settlement. Class Members are all people with mobility, vision, or hearing disabilities who currently use, have used, or have attempted to use CTA’s fixed route bus and rail system, as well as those individuals who have been deterred from such use. Highlights of the settlement terms include:
In January 2002, Equip for Equality and the CTA together selected Shelley Sandow as the Independent Monitor to compile data and assemble quarterly reports pertaining to the CTA’s performance under the Settlement Agreement.
For more information, click here to visit Equip for Equality's website.
If your incident involves CTA buses or trains, please consider providing information about your incident to Equip for Equality, for our records, and to Shelley Sandow, the Independent Monitor for the Access Living et al. v. CTA class action Settlement Agreement. After you have contacted the CTA, please write up your incident using the form below and send it to Equip for Equality. Click on the title below to access the form:
Send the form via mail, email or fax to one of the following addresses:
Kevin Irvine, Senior Advocate
Equip for Equality
20 N. Michigan Ave., Suite 300
Chicago, IL 60602
For a list of organizations in your area that may be able to help you, enter your zip code.
User Survey - Please take a moment to fill out our User Survey to help us to provide better service.