CATS on Demand
If a disability prevents you from using regular CATS buses, you may be eligible for paratransit services. Call CATS On Demand at 225.346.5557 to find out about special transportation service for persons with disabilities.
Effective Sunday, February 2, 2020 CATS on Demand will reinstate our No Show Policy. If trips are not canceled in a timely matter you will receive a No-Show. No-shows can result in a suspension 7, 14, or 21 days.
Please make sure you call to cancel all trips if you do not intend on taking it.
For eligible riders, the CATS On Demand fare is $1.75 each way. Multi-ride tickets are available; contact CATS for purchase details. A copy of the policies and procedures can be read here: English, Spanish. For those with visual impairments, please call the CATS ADA Manager at 225.346.5557 for a reader-friendly word document.
Please note that only CATS On Demand passes may be used for this ADA service; no fixed-route passes may be used for CATS On Demand.
Advanced certification is required to obtain CATS on Demand service. The certification process generally takes about three weeks and has the following key requirements:
- The applicant must complete and sign page 1 of the application form. Page 2 of the form must be completed and signed by the applicant's physician or care agency.
- After the form is mailed to CATS Paratransit Coordinator, the applicant must be scheduled for an interview at the CATS administrative offices.
- Trips will be provided under the provisions of the Americans with Disabilities Act (ADA) only if both origin and destination are within 3/4 mile of the CATS fixed-route system. See the service area map.
*Other restrictions apply. Call CATS On Demand at 225.346.5557 for details.
Schedule a Pick-Up
If you need to schedule a pick-up and are already approved for paratransit service, please call CATS on Demand Scheduling at 225.239.2550.
Questions regarding ADA/Paratransit or general feedback for CATS on Demand service can be sent to OnDemand@brcats.com
How to File an ADA Complaint
Any person who believes she or he has been discriminated against on the basis of race, color, or national origin by the Capital Area Transit System (CATS) may file an ADA complaint by completing and submitting the CATS ADA Complaint Form. CATS investigates complaints received no more than 180 days after the alleged incident. CATS will process complaints that are complete.
Once the complaint is received, CATS will review it to determine if our office has jurisdiction. The complainant will receive an acknowledgment letter informing her/him whether the complaint will be investigated by our office.
CATS has 14 days to investigate the complaint. If more information is needed to resolve the case, CATS may contact the complainant. The complainant has 14 days from the date of the letter to send requested information to the investigator assigned to the case. If the investigator is not contacted by the complainant or does not receive the additional information within 14 days, CATS can administratively close the case. A case can be administratively closed also if the complainant no longer wishes to pursue their case.
After the investigator reviews the complaint, she/he will issue one of two letters to the complainant: a closure letter or a Letter of Finding (LOF). A closure letter summarizes the allegations and states that there was not an ADA violation and that the case will be closed. A LOF summarizes the allegations and the interviews regarding the alleged incident and explains whether any disciplinary action, additional training of the staff member, or other action will occur. If the complainant wishes to appeal the decision, she/he has 30 days after the date of the letter or the LOF to do so.
For more information on the appeal process, please call the CATS Compliance Officer at 225.389.7705.
A person may also file a complaint directly with the Federal Transit Administration, at FTA
Office of Civil Rights, 1200 New Jersey Avenue SE, Washington, DC 20590.