Butler County Sheltered Workshop

                                  ADA COMPLAINT POLICY & PROCEDURES

Manufacturers Assistance Group may receive ADA complaints from customers or their representatives regarding fixed-route operations, policies, and procedures. The following policy outlines the process for recording, investigating, responding to, and maintaining ADA complaints.

 Objectives


The objectives of the complaint procedures are to:
• Provide an opportunity for customers to report any policies, procedures, or actions by Manufacturers Assistance Group they believe violate the ADA regulations.
• Document and investigate the allegations in a timely and thorough manner.
• Timely respond to customers and provide the outcome of the investigation.

 Civil Rights Officer

 The managing director of Manufacturers Assistance Group investigates ADA complaints. The managing director is:

Jeff Arnold
3080 Cravens Road
Poplar Bluff, MO 63901
(573)785-1624

Customer Service Representatives receive the complaint from customers or their representatives via the telephone (573-785-1624), e-mail (info@magsws.com), mail (address shown above), or in person at:

Manufacturers Assistance Group
3080 Cravens Road
Poplar Bluff, MO 63901

 Complaints are taken up to 180 days past the date of the incident. Beyond that time period, complaints will be classified as comments.

The complaint is forwarded to the managing director immediately upon receipt of the complaint. In order for a complaint to be investigated, customers or their representatives must provide an address, telephone number, or email address. Those complaints without contact information will be classified as comments.

 Office personnel review the complaints for completeness and accuracy and call the customer if additional details are needed for the investigation. Managing Director has three (3) calendar days to complete the initial review.

 

 Complaint Investigation and Rider Follow-up

 1. Any complaint that alleges discrimination on the basis of disability will be designated as an ADA complaint. The Managing Director will be responsible for investigating the complaint and following up with the customer.

2. The Managing Director will be responsible for contacting the appropriate driver to get information needed in order to complete the investigation of the complaint.

3. Once the investigation has been completed, the Managing Director will make a decision regarding the validity of the complaint and what, if any, remedial actions will be taken to address the complainant’s concerns.

4. The Managing Director will notify the complainant in writing of Manufacturers Assistance Group’s decision regarding the complaint typically within seven (7) calendar days after the investigation has been completed.

5. If complainants disagree with the determination by the Managing Director, they can appeal the decision in writing within thirty (30) days from the date of the determination letter. The appeal letter should state the reason(s) the complainant believes the decision was in error. The appeal letter should be mailed to: Jeff Arnold, Manufacturers Assistance Group, 3080 Cravens Road, Poplar Bluff, MO 63901.Type your paragraph here.