TheBus/TheHandi-Van
REASONABLE MODIFICATION
All federally funded public transportation entities are subject to provide
reasonable modifications to policies, practices, and procedures if needed by an
individual with a disability to enable them to use TheBus /TheHandi-Van,
unless providing such accommodations: would fundamentally alter the
service; would create a direct threat to the health or safety of others; or,
without the requested modification, the individual with a disability is able to
fully use the service for its intended purpose.
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A customer may request the reasonable modification/accommodation
through our customer service call centers, or through the online request
form.
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Whenever feasible the request should be made in advance, especially if
the basis for the request involves a permanent, long term condition or
there is a barrier to accessing and using the transportation service.
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The request from the individual should be as specific as possible and
include the information on why the requested modification is needed in
order to allow the individual to use the transportation service.
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FAQ - REQUESTED MODIFICATIONS
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TheBus
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TheHandi-Van
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TO REQUEST A MODIFICATION
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TheBus Online Request Form
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HV Online Request Form
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TheBus Customer Service
811 Middle Street
Honolulu, Hawaii 96819
(808) 848-5555, press 3
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TheHandi-Van Customer Service
811 Middle Street
Honolulu, Hawaii 96819
(808) 456-5555, press 3
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Customer Service Office Hours: Monday –
Friday, 7:30 am – 4:00 pm, except Holidays.
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COMPLAINT PROCESS
If a customer is not satisfied with the Reasonable Modification / Accommodation outcome, a complaint may be filed at:
Oahu Transit Services, Inc.
Civil Rights Office
811 Middle Street
Honolulu, Hawaii 96819
(808) 768-9491
(808) 768-9406 fax
compliance@thebus.org
Customers that have had their complaint denied by OTS for Reasonable
Modification / Accommodation have the right to appeal the decision with the
City Department of Transportation Services. A request for appeal must be filed
with the Department of Transportation Services within 60 days from the
receipt of the denial notification. The customer may mail their letter of appeal
and direct inquiries about the appeal process to:
Fixed Route Operations
Public Transit Division
Department of Transportation Services
City & County of Honolulu
Pacific Park Plaza
711 Kapiolani Boulevard, Suite 1600
Honolulu, Hawaii 96813
Email: TheBusStop@honolulu.gov
Phone: (808) 768-8396
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Paratransit Operations
Public Transit Division
Department of Transportation Services
City & County of Honolulu
Pacific Park Plaza
711 Kapiolani Boulevard, Suite 1600
Honolulu, Hawaii 96813
Email: handivan@honolulu.gov
Phone: (808) 768-8396
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