(a) Each carrier providing scheduled service shall establish and implement a complaint resolution mechanism, including designating one or more complaints resolution official(s) (CRO) to...
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§ 382.65 Compliance procedures
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§35.172 Resolution of Complaints
§35.172 Resolution of Complaints Section 35.172 requires the designated agency to either resolve the complaint or issue to the complainant and the public entity a Letter of Findings containing...
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§35.172 Resolution of complaints (Section-by-Section Analysis)
§35.172 Resolution of complaints. ...
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State of California Disability Access Services (DAS) - Employment Today: Reasonable Accommodation & FEHA
Accessible Interviews Medical Inquiries Reasonable Accommodation Undue Hardship Successful Outcomes Did You Know Mediation and Dispute...
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382.151 What are the requirements for providing Complaints Resolution Officials?
382.151 What are the requirements for providing Complaints Resolution Officials? The CRO requirement is essentially the same as under the current rule....
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QUESTION: WHAT MEANS MAY BE USED TO COMMUNICATE WITH COMPLAINT RESOLUTION OFFICIALS (CROs)?
39.101 QUESTION: WHAT MEANS MAY BE USED TO COMMUNICATE WITH COMPLAINT RESOLUTION OFFICIALS (CROs)?...
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§382.151 What are the requirements for providing Complaints Resolution Officials?
[Doc. No. DOT-OST-2004-19482, 73 FR 27665, May 13, 2008, as amended at 74 FR 11472, Mar. 18, 2009; 75 FR 44887, July 30, 2010]
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ACCESS
ACCESS Ask the passenger with a disability how you may assist with concerns. Listen actively and carefully to what the passenger tells you and ask for further clarification when...
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B. Process to Resolve Complaints
When you receive a complaint from a passenger with a disability, there are certain requirements under the law with which you, your carrier, and a CRO must comply. Even if you call a...
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Administrative Provisions
◼ Airlines must make available specially-trained “complaints resolution officials” to respond to complaints from passengers and must also respond to written complaints....
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10. What happens after the complainant agrees to mediate?
10. What happens after the complainant agrees to mediate? Our mediation contractor, the Key Bridge Foundation (KBF), will assign a case manager to handle the matter. The case...
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ACCESS
ACCESS A step-by-step process for resolving issues involving passengers with disabilities appears later in this manual. Whether the issue is a matter of law, customer service, or...
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Section 35.172 Investigations and compliance reviews. (Section-by-Section Analysis)
(Section-by-Section Analysis) In the NPRM, the Department proposed a number of changes to language in § 35.172 relating to the resolution of complaints....
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382.155 How must carriers respond to written complaints?
382.155 How must carriers respond to written complaints? CROs are to promptly take action to resolve complaints made to them. In some cases, CROs can take quick action to prevent a...
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§382.155 How must carriers respond to written complaints?
[Doc. No. DOT-OST-2004-19482, 73 FR 27665, May 13, 2008, as amended at 75 FR 44887, July 30, 2010]
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§382.153 What actions do CROs take on complaints?
[Doc. No. DOT-OST-2004-19482, 73 FR 27665, May 13, 2008, as amended at 75 FR 44887, July 30, 2010] When a complaint is made directly to a CRO for a carrier providing service using...
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382.153 What actions do CROs take on complaints?
382.153 What actions do CROs take on complaints? ETA Editor's Note This section has no content in the original document.
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§ 35.172 Investigations and compliance reviews
§ 35.172 Investigations and compliance reviews.
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14. Revise § 35.172 to read as follows:
14. Revise § 35.172 to read as follows:
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§ 35.172 Investigations and compliance reviews.
[See subsections ...]
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Section 35.190 Designated agencies. (Section-by-Section Analysis)
Section 35.190 Designated agencies. (Section-by-Section Analysis) Subpart G of the 1991 title II regulation designates specific Federal agencies to investigate certain title II...
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Complaints
Complaints Be aware that a Complaint Resolution Official (CRO) must be made available to you if you ask to speak with a manager or supervisor about a disability-related complaint....
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§382.157 What are carriers' obligations for recordkeeping and reporting on disability-related complaints?
[See subsections ...]
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382.157 What are carriers obligations for recordkeeping and reporting on disability-related complaints?
382.157 What are carriers obligations for recordkeeping and reporting on disability-related complaints? This section is identical to the current regulatory provision on...
