In instances where users of Metro transit feel that they have been the victims of unjust discrimination, Metro has an internal complaint system. Read below for more information.

Civil Rights (ADA, EEO, Title VI)

Americans with Disabilities Act (ADA)

Notice Under The Americans With Disabilities Act (ADA)

In accordance with the requirements of Title II of the Americans with Disabilities Act of 1990 (“ADA”), and the Rehabilitation Act of 1973, Bi-State Development d/b/a Metro Transit will not discriminate against qualified individuals with disabilities on the basis of disability in its services, programs, or activities.

Employment: Metro Transit does not discriminate on the basis of disability in its hiring or employment practices and complies with all regulations promulgated by the U.S. Equal Employment Opportunity Commission under Title I of the ADA.

Effective Communication: Metro Transit will generally, upon request, provide appropriate aids and services leading to effective communication for qualified persons with disabilities so they can participate equally in Metro Transit’s programs, services, and activities, including qualified sign language interpreters, documents in Braille, and other ways of making information and communications accessible to people who have speech, hearing, or vision impairments.

Modifications to Policies and Procedures: Metro Transit will make all reasonable modifications to policies and programs to ensure that people with disabilities have an equal opportunity to enjoy all of its programs, services, and activities. For example, if a passenger cannot reach or insert a fare into the farebox, the operator may handle the fare, so long as the operator is not required to reach into pockets or backpacks to retrieve the fare.

Anyone who requires an auxiliary aid or service for effective communication, or a modification of policies or procedures to participate in a program, service, or activity of Metro Transit, should, as soon as possible, but, when feasible, no later than 48 hours before the scheduled event, contact:

Amy Parker, ADA Coordinator
211 N Broadway
Suite 700, Mail Stop 400
St. Louis, MO 63102-2759
Email: [email protected]
Phone: (314) 982-1525, call 711 for Relay

The ADA does not require Metro Transit to take any action that would fundamentally alter the nature of its program or services, or impose an undue financial or administrative burden.

Complaints that a program, service, or activity of Metro Transit is not accessible to persons with disabilities should be directed to Amy Parker, ADA Coordinator. 

Metro Transit will not place a surcharge on a particular individual with a disability or any group of individuals with disabilities to cover the cost of providing auxiliary aids/services or reasonable modifications of policies or practices.

Complaint Procedure Under The Americans With Disabilities Act

This Complaint Procedure is established to meet the requirements of the Americans with Disabilities Act of 1990 (“ADA”) and the Rehabilitation Act of 1973. It may be used by anyone who wishes to file a complaint alleging discrimination on the basis of disability in the provision of services, activities, programs, or benefits by Bi-State Development d/b/a Metro Transit. 

The complaint should be in writing and contain information about the alleged discrimination such as name, address, phone number of complainant and location, date, and description of the problem. Alternative means of filing complaints, such as personal interviews or a tape recording of the complaint, will be made available for persons with disabilities upon request.

The complaint should be submitted by the grievant and/or his/her designee as soon as possible but no later than 180 calendar days after the alleged violation. Complaints may be submitted directly to:

Amy Parker, ADA Coordinator
211 N Broadway Suite 700 – Mail Stop 400
St. Louis, MO 63102-2759
Email: [email protected]
Phone: 314-982-1525, 711 for Relay

Complaints may also be submitted through Metro’s Customer Service Department and forwarded to the ADA Coordinator:

Phone: 314-982-1406 or 618-271-7879, 711 for Relay
Email: [email protected]
ADA Complaint Form (pdf)

Within 15 calendar days after receipt of the complaint, the ADA Coordinator or designee will contact the complainant to discuss the complaint and possible resolutions. Within 15 days of the discussion, the ADA Coordinator or designee will respond in writing, and where appropriate, in a format accessible to the complainant. The response will explain the position of Metro Transit, and offer options for substantive resolution of the complaint.

All written complaints received by the ADA Coordinator or her designee and responses will be retained by Metro for at least one year. A summary form of such complaints shall be kept for 5 years.

Note: The handling and investigation of all employment related complaints of disability discrimination, harassment, or retaliation including an applicant’s need for an accommodation is the responsibility of Bi-State Development’s EEO and Workforce Diversity department under Title I of the ADA.

Equal Employment Opportunity

Bi-State Development is proud to be an Equal Opportunity Employer, supporting diversity in the workplace. We provide equal opportunity to all qualified individuals regardless of race, color, religion, age, sex, national origin, veteran status, disability, or any other factor protected by law.

Read a message about our commitment to diversity in the work place:

Affirmative Action/EEO Statement

Public Rights Under Title VI

Title VI Notice to the Public

  • Bi-State Development operates its programs and services without regard to race, color, and national origin in accordance with Title VI of the Civil Rights Act of 1964. Any person who believes they have been aggrieved by any unlawful discriminatory practice under Title VI may file a complaint with Bi-State Development.
  • For more information on Bi-State Development’s civil rights program, and the procedures to file a complaint, contact (314) 335-3509; [email protected]; or visit our administrative office at 211 N. Broadway, St. Louis, MO 63102.
  • A complainant may file a complaint directly with the Federal Transit Administration by filing a complaint with the Office of Civil Rights, Attention: Title VI Program Coordinator, East Building, 5th Floor TCR, 1200 New Jersey Ave., SE, Washington, DC 20590.
  • If information is needed in another language, contact (314) 335-3509.

Título VI Aviso al Público

  • Bi-State Development realiza sus programas y servicios sin distinción de raza, color u origen nacional de acuerdo con el Título VI de la Ley de Derechos Civiles de 1964. Cualquier persona que crea que ha sido agraviada por cualquier práctica discriminatoria ilegal bajo el Título VI puede presentar una demanda o una queja en contra de Bi-State Development.
  • Para obtener más información sobre el programa de derechos civiles de Bi-State Development y los procedimientos para presentar una queja, contáctese llamando al (314) 335-3509; escriba a [email protected]; o visite nuestra oficina administrativa en 211 N. Broadway, St. Louis, MO 63102.
  • Un demandante puede presentar una queja directamente con la Administración Federal de Tránsito presentando una queja ante la Oficina de Derechos Civiles, Dirigiéndose: al Coordinador del Programa Título VI, Edificio Este, 5° piso TCR, Av. 1200 de Nueva Jersey, SE, Washington, DC 20590.
  • Si necesita información en otro idioma, contáctese llamando al (314) 335-3509.

Javna prava po Članu VI

  • Bi-State Development upravlja svojim programima i uslugama bez obzira na rasu, boje kože, nacionalnoj pripadnosti shodno članu VI Zakona o građanskim pravima 1964 god.   Bilo tko koji misli da je pretrpjeo  nezakonitu diskriminaciju po članu VI može uputiti žalbu agenciji Bi-State Development.
  • Za više informacija o programu za građanska prava Bi-State Developmenta,  procedurama upućivanja žalbe, stupite u kontakt preko tel. broja (314) 335-3509; adrese [email protected]; ili dođite u administrativni ured na adresi 211 N. Broadway, St. Louis, MO 63102. Za dobivanja više informacija posjetite stranicu
  • Podnosilac žalbe može predati žalbu Federalnoj Saobraćajnoj Agenciji (Federal Transit Administration) direktno preko Ureda za Građanska Prava (Office of Civil Rights), Napomena: Title VI Program Coordinator, East Building, 5th Floor TCR, 1200 New Jersey Ave., SE, Washington, DC 20590.
  • Ako informacije su potrebne na drugim jezicima, stupite u kontakt preko (314) 335-3509.

Title VI Complaint Process

Bi-State Development will process and investigate complaints from individuals alleging discrimination in Bi-State Development’s programs or activities under Title VI of the Civil Rights Act of 1964. Race, color or national origin complaints alleging discrimination in programs or activities may be filed pursuant to the following procedures.

How to File A Complaint

Any person who believes that they have been discriminated against on the basis of race, color or national origin by Bi-State Development may file a Title VI complaint, directly or through an authorized representative, by completing and submitting Bi-State Development’s Title VI Complaint Form. Bi-State Development will investigate complaints received no more than 180 days after the alleged incident.

Complaint forms may be accessed by clicking the link below:

Title VI Complaint Form (pdf)

The complaint should be filed with:

Bi-State Development
EEO & Workforce Diversity Office
211 N. Broadway
Suite 700, Mail Stop 167
St. Louis, MO 63102

Additional Languages

For the following additional languages, click the appropriate link below to download the PDF document.

Arabic | العربية (pdf)
Bosnian | Bosanski (pdf)
Chinese (Mandarin) | 國語 (pdf)
French | Français (pdf)
Hindi | हिन्दी (pdf)
Korean | 조선말, 한국어 (pdf)
Spanish | Español (pdf)
Vietnamese | Tiếng Việt Nam (pdf)

Complaint Acceptance

Once the complaint is received, Bi-State Development will review it to determine whether it has jurisdiction. The complainant will receive an acknowledgement letter within ten (10) days of our receipt of the complaint informing him/her whether the complaint will be investigated by our office.


Bi-State Development will promptly investigate all complaints of alleged discrimination on the basis of race, color or national origin in its services and programs within 60 days of receiving a complete complaint. The Complainant may be contacted if more information is needed to resolve the complaint. The Complainant will have ten (10) business days from the date of contact to send requested information to Bi-State Development. Bi-State Development may choose to close the complaint if the requested information is not received within ten (10) business days. A complaint can also be administratively closed if the Complainant no longer wishes to pursue the complaint, or if the complainant fails to cooperate in the investigation of the complaint.

Letters of Findings

After the investigation is complete, Bi-State Development will make a final decision and issue a letter to the Complainant based on the investigation findings:

  1. A letter of finding summarizing the allegations and indicating Bi-State Development did not find a violation of Title VI regulations. This letter closes the case.
  2. A letter of finding summarizing the allegations and indicating Bi-State Development’s services or programs is in violation of Title VI. The letter will also contain a brief description of remedies will be taken to achieve compliance.

Right To Appeal

Complainant may appeal a final decision resulting from a Title VI investigation by submitting a written appeal to Bi-State Development no later than ten (10) business days after receipt of the final decision letter. The appeal must be submitted to the President of Bi-State Development at the following address: Office of the President, 211 N. Broadway, Suite 700, St. Louis, MO 63102.

Federal Transit Administration

A person may also file a complaint directly with the Federal Transit Administration’s Office of Civil Rights at:

Federal Transit Administration (FTA)
Office of Civil Rights, Attention: Title VI Program Coordinator
East Building, 5th Floor TCR
1200 New Jersey Ave., SE
Washington, DC 20590

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