For riders who have a disability that prevents them from making some or all of their trips on fixed-route buses, CAT offers a shared-ride, origin-to-destination service called ADA paratransit service. ADA paratransit service operates up to ¾ of a mile on either side of CAT’s fixed-route bus service during the same days and hours as the fixed-route bus service.
Individuals interested in using ADA Paratransit service must first be determined eligible for the service. To receive information about the eligibility process, call (603) 225-1989, (TTY Relay 7-1-1) or for TTY 1-800-735-2964 and ask to have the ADA Paratransit service eligibility application packet mailed to you. For your convenience, you may also download the application here. Our schedules and other instructions are available in accessible formats, including large print, alternative languages, etc.
Once you have reviewed the eligibility application packet and feel you might be eligible for ADA Paratransit service, complete the application and mail it to:
Director Concord Area Transit Community Action Program Belknap-Merrimack Counties, Inc. PO Box 1016 Concord NH 03302-1016
ADA Paratransit: How to Book a Ride
To book a ride using CAT’s ADA Paratransit service, call CAT Dispatch at (603) 225-1989, (TTY Relay 7-1-1) or for TTY 1-800-735-2964 between 8:30 AM and 5:00 PM Monday-Friday.
The ADA Paratransit is currently fare free just like all other CAT services.
Please note that individuals interested in using ADA Paratransit service must first be determined eligible for the service. To receive information about the eligibility process, call (603) 225-1989 x1210. (TTY Relay 7-1-1) or for TTY 1-800-735-2964 and ask to have the ADA paratransit service eligibility application packet mailed to you.
ADA Complaint Procedures To file a complaint please complete the CAT ADA Complaint Form. You may also call us or request a copy by mail. The requests should be made using the contact information below. The complaint form must be signed, dated and written no more than 180 days from the date of the alleged incident. The complaint form should be mailed to: Community Action Program Belknap-Merrimack Counties, Inc. Attn: Mobility Manager- CAT ADA Complaint 2 Industrial Park Drive P.O. Box 1016 Concord, NH 03302-1016 Phone: 603.225.3295 TDD/TTY Relay: 1.800.735.2964 E-Mail: firstname.lastname@example.org Along with your form, please attach on separate sheet(s) if necessary: 1.) Any supporting documentation 2.) Sufficient details for an investigator to understand why you believe CAT has violated the ADA with specifics such as dates and times of incidents 3.) Any related correspondence from CAT CAT will process complaints that are complete and received no more than 180 days (about 6 months) after the alleged incident. Upon the receipt of a complaint CAT will acknowledge your complaint within two (2) business days and provide you with a date by which a response will be sent to the complaint. CAT will investigate received complaints within seven (7) business days from the receipt of a complaint. CAT may contact you if more information is needed to resolve the case. Unless a longer period is specified by CAT, you will have ten (10) business days from the date of the request to send the requested information. If the requested information is not received, CAT may administratively close the case. A case can be administratively closed if you no longer wish to pursue it. The complaint process should not exceed 30 days from the receipt of complaint. The decision will set out a process for resolution of the complaint, and/or state the reasons for the decision and the procedures for the complainant to appeal the decision. The notice of the appeals process will be included with the decision. A copy of the complaint, investigative report and the decision shall be forwarded to New Hampshire Department of Transportation (NH DOT) within thirty (30) days of the final finding of the complaint. If the investigation is delayed for any reason, the investigator will notify the appropriate authorities and an extension will be requested. Customers who are unsatisfied with the resolution of the complaint will have the right to file the complaint with NH DOT Title VI- Office of Federal Compliance Directly at: New Hampshire Department of Transportation Attn: Title VI Coordinator PO Box 483, 7 Hazen Drive Concord, NH 03302-0483 Phone: (603) 271-3734 TTY Access: (800) 735-2964 Or Federal Transit Administration (FTA) at the following address: Federal Transit Administration Office of Civil Rights Attention: Complaint Team East Building, 5th Floor – TCR 1200 New Jersey Ave., SE Washington, DC 20590 For more information about the FTA process, please visit the following page: http://www.fta.dot.gov/civilrights/12884.html All complaints will be documented upon receipt in the CAT ADA Complaint Record Log and the log will be updated as to the current status of the complaint.