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Procedure 

In compliance with Title II of the Americans with Disabilities Act of 1990 (“ADA”), Community Connector is committed to providing the highest quality service. In addition, Community Connector is committed to ensuring that no person is denied access to its services based on their disabilities. If an ADA passenger’s experience with the Community Connector paratransit service is perceived as less than satisfactory or in alleged violation of the ADA, he/she may file a complaint by following the procedure outlined below. 

Filing a Complaint 

An ADA passenger wishing to file a complaint regarding an ADA trip, reservation experience, or other aspect of the service, may contact the Dispatch Department regarding the complaint and will be directed to the appropriate staff person to resolve the issue:  

• By calling (207)992-4670, during normal business hours.  
• Via email at sherri.clark@bangormaine.gov  
• Via fax at (207)945-4992 (Attention To: Sherri Clark, Operations Officer, ADA Specialist)  
• By writing:  Sherri Clark Operations Officer, 
  ADA Specialist 475 Maine Ave. 
  Bangor, Me. 04401 

When submitting a complaint in writing, the preferred method is to use the ADA Complaint Form (Link). If you, as the complainant, would like to submit a complaint in writing but are unable to write a complaint, a representative at the Customer Dispatch will assist you with the complaint. Community Connector is committed to providing open access to its services to persons with limited ability to speak or understand English; if requested by the complainant, Community Connector Customer Dispatch will provide language translation services. 

All ADA complaints will be investigated within 2 business of receipt by the Operations Officer, ADA Specialist of Community Connector. It is important that general service complaints will be distinguished from those that rise to the level of noncompliance, and complaints of discrimination will be fully investigated. Complaint investigations will include communications with all parties involved (i.e. the complainant as well as pertinent operations staff). If necessary or requested, the Operations Officer, ADA Specialist will set up a meeting with the complainant to review all pertinent information. Results of the meeting will be documented and a resolution may be agreed upon at that time. 

Resolution 

Following the investigation, the Operations Officer, ADA Specialist will promptly communicate with involved staff and have taken action to ensure that measures are in place to prevent the problem from recurring, and when the passenger is satisfied that the complaint is resolved. All complaints of noncompliance received will be documented and kept on file for one (1) year. A record of all complaints will be kept for five (5) years. 

Accessible format 

If an ADA passenger who wishes to file a complaint requires a copy of this Complaint Resolution Procedure in an alternate format or in a language other than English, please call (207)992-4670. 

475 Maine Ave., Bangor, ME 04401 Created by Haley Morel – September 19th, 2023 

Procedure 

The Community Connector is committed to providing the highest quality service. In addition, Community Connector is committed to ensuring that no service is perceived as less than satisfactory or in alleged violation of any rules or regulations. If anyone does perceive the service as less than satisfactory they may file a complaint by following the procedure outlined below. 

Filing a Complaint 

A passenger wishing to file a complaint regarding the overall bus experience, or any other aspect of the service, may contact the Dispatch Department regarding the complaint and will be directed to the appropriate staff person to resolve the issue:  

• By calling (207) 992-4670, during normal business hours.  
• Via email at sherri.clark@bangormaine.gov  
• Via fax at (207)945-4992 (Attention To: Sherri Clark, Operations Officer, ADA Specialist)
• By writing:  Sherri Clark Operations Officer, ADA Specialist 475 Maine Ave. Bangor, ME, 04401 

When submitting a complaint in writing, the preferred method is to use the Complaint Form below. 

If you, as the complainant, would like to submit a complaint in writing but are unable to write a complaint, a representative at the Customer Dispatch will assist you with the complaint. 

Community Connector is committed to providing open access to its services to persons with limited ability to speak or understand English; if requested by the complainant, Community Connector Customer Dispatch will provide language translation services. 

Accessible format If a passenger who wishes to file a complaint requires a copy of this Complaint Resolution Procedure in an alternate format or in a language other than English, please call (207)992-4670.