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Reasonable Modification
Santa Cruz METRO does not discriminate against individuals with disabilities in the provision of transportation services and is committed to ensuring that no person, solely by reason of his or her disability, is excluded from participation in, is denied benefits of, or is subjected to discrimination under any Santa Cruz METRO’s programs or activities.
Santa Cruz METRO considers all requests for reasonable modifications of its policies, practices or procedures when necessary to avoid discrimination on the basis of disability. Santa Cruz METRO is not required to grant requests for reasonable modifications that would fundamentally alter the nature of the Santa Cruz METRO services, programs or activities; are not needed for access to Santa Cruz METRO services, programs or activities; or present a direct threat of injury to other persons or property. Due to the fact-specific nature of requests, individual decisions and one-time modifications are not precedential. If a modification is determined later to be unnecessary for the requesting individual to use the requested transit service, a fundamental alteration, or unsafe for other person(s) or property, Santa Cruz METRO may discontinue or change the modification.
If a customer believes they have been discriminated against by Santa Cruz METRO on the basis of a disability, they may submit a Request for Reasonable Modification via the Santa Cruz METRO Support Ticket Center or complete request for Reasonable Modification form (Appendix A).
If an individual is unable to write because of a disability and needs assistance in completing any form, District staff will assist by scribing the complaint by phone. Please contact our Customer Service Department at 831-425-8600.
Requests for reasonable modifications are handled by Santa Cruz METRO’s Chief Operating Officer (COO), who can be reached as follows:
By Phone: (831-426-6080) or Fax (831-426-9471)
By email: (This email address is being protected from spambots. You need JavaScript enabled to view it.)
By US mail:
Santa Cruz METRO
Attention: Margo Ross (COO)
110 Vernon Street, Santa Cruz, CA 95060
COO will evaluate all requests for reasonable modifications, and provide a written response to the individual requestor within ten (10) business days.
