Grievance Procedure for Individuals with Disabilities

The below grievance procedure may be used by any member of the public who wishes to file a grievance alleging discrimination on the basis of disability in the provision of services, activities, programs or benefits by the New York City Taxi and Limousine Commission (TLC).

Do not use this grievance procedure to report an alleged violation of TLC rules related to an individual TLC-licensed driver or vehicle. If you have a negative experience with a TLC-licensed driver or vehicle, you must file a complaint via 311 in order for the TLC to take action. Visit the File a Complaint page for more information.

Employment related complaints for employees and applicants for employment seeking a reasonable accommodation are covered under New York City’s Diversity and EEO Policy.

The grievance should be in writing and contain information about the alleged discrimination such as the name, address, and telephone number of the grievant, as well as the location, date, and description of the complaint or alleged violation of the Americans with Disabilities Act (ADA), the Rehabilitation Act, the New York State Human Rights Law or the New York City Human Rights Law. Examples of discrimination include, but are not limited to an agency refusing to provide an American Sign Language interpreter, large print or Braille documents and real time captioning also known as computer-assisted real-time transcription (CART) when requested within a reasonable timeframe or failing to provide adequate information regarding accessibility for people with disabilities at public events or meetings hosted by the TLC.

Alternative means of filing grievances, such as in-person interviews or an audio recording of the grievance, may be made available, as needed, to persons with disabilities upon request.
The grievance should be submitted as soon as possible but no later than sixty (60) calendar days after the date of the alleged violation of the ADA, the Rehabilitation Act, the New York State Human Rights Law or the New York City Human Rights Law to:

Yesenia Torres
Disability Service Facilitator

33 Beaver St, 19th floor
New York, NY 10004
(212) 676-1161
NY Relay: 711
Email: torresye@tlc.nyc.gov

Within thirty (30) calendar days after receipt of the grievance, the Disability Service Facilitator or their designee will contact the grievant to discuss the grievance and any possible resolutions.

Within fifteen (15) calendar days of this contact with the grievant, the Disability Service Facilitator or their designee will respond to the grievance in writing or, where appropriate, in a format accessible to the grievant, such as large print, Braille, or audio recording. This response will explain the TLC’s position and offer options for substantive resolution of the grievance, where applicable.

The grievant or the grievant’s designee may appeal the decision by the Disability Service Facilitator or their designee within thirty (30) calendar days of receipt of the response by mail or email to:

Bill Heinzen
Acting Commissioner

33 Beaver St, 22nd floor
New York, NY 10004
(718) 391-5501 (TLC Call Center)
NY Relay: 711
Email the Commissioner

The appeal should be submitted in writing. Alternative means of filing an appeal, such as an in-person interview or an audio recording of the grievance, may be made available for persons with disabilities upon request. 

The TLC’s response to the appeal will be provided to the grievant within sixty (60) days following receipt of the request for the appeal. All responses by the TLC will be in writing or, where appropriate, in a format accessible to the grievant. All written grievances, appeals, and responses received in connection with a grievance made to the TLC will be retained for at least three (3) years. This document is available in alternative formats, including large print, audio recording, and Braille, from the Disability Service Facilitator upon request.