{"id":28749,"date":"2017-08-11T00:08:04","date_gmt":"2017-08-11T00:08:04","guid":{"rendered":"http:\/\/www.miamibeachfl.gov\/city-hall\/transportation\/trolley\/customer-rights\/"},"modified":"2025-07-07T10:12:10","modified_gmt":"2025-07-07T14:12:10","slug":"customer-rights","status":"publish","type":"page","link":"https:\/\/www.miamibeachfl.gov\/fr\/city-hall\/transportation\/trolley\/customer-rights\/","title":{"rendered":"Droits des clients"},"content":{"rendered":"<img decoding=\"async\" src=\"https:\/\/www.miamibeachfl.gov\/wp-content\/uploads\/2022\/07\/hero-small.jpg\" alt=\"ocean drive art deco buildings\" itemprop=\"image\" height=\"211\" width=\"2395\" title=\"petit h\u00e9ros\" onerror=\"this.style.display='none'\" loading='lazy' \/>\n<h1>\n\t\t\tDroits des clients\t<\/h1>\n\t<nav id=\"breadcrumbs\" aria-label=\"Fil d&#039;Ariane\"><a href=\"https:\/\/www.miamibeachfl.gov\/fr\/\">Maison<\/a> &gt; <a href=\"https:\/\/www.miamibeachfl.gov\/fr\/city-hall\/\">l&#039;h\u00f4tel de ville<\/a> &gt; <a href=\"https:\/\/www.miamibeachfl.gov\/fr\/city-hall\/transportation\/\">Transports et mobilit\u00e9<\/a> &gt; <a href=\"https:\/\/www.miamibeachfl.gov\/fr\/city-hall\/transportation\/trolley\/\">Tramway gratuit dans toute la ville<\/a> &gt; <strong>Droits des clients<\/strong><\/nav>\n\t<p>Les usagers des transports en commun b\u00e9n\u00e9ficient d&#039;un acc\u00e8s, d&#039;une place assise et d&#039;un traitement \u00e9gaux, sans distinction de race, de couleur, d&#039;origine nationale ou de handicap. Ces droits s&#039;appliquent \u00e9galement \u00e0 la fr\u00e9quence du service, \u00e0 l&#039;\u00e2ge et \u00e0 la qualit\u00e9 des v\u00e9hicules, ainsi qu&#039;\u00e0 la qualit\u00e9 des arr\u00eats de tramway (Circulaire 4702.1 de la FTA).<\/p>\n<p><strong>1. Accessibilit\u00e9<\/strong>:<\/p>\nTous les trolleybus sont accessibles aux personnes en fauteuil roulant et sont conformes aux normes ADA. Un service de qualit\u00e9 est assur\u00e9 \u00e0 tous les passagers.<br \/>\n<strong><a href=\"https:\/\/www.miamibeachfl.gov\/fr\/ada\/ada-request\/\">Pour les plaintes\/demandes ADA, veuillez cliquer ici.<\/a><\/strong>\n<p>De plus, la ville de Miami Beach dispose d&#039;un comit\u00e9 d&#039;acc\u00e8s aux personnes handicap\u00e9es (DAC) qui examine, formule et coordonne les informations concernant les programmes destin\u00e9s aux personnes handicap\u00e9es de la ville. <strong><a href=\"http:\/\/www.miamibeachfl.gov\/fr\/city-hall\/property-management\/ada\/disability-access-committee\/\">Pour plus d&#039;informations sur le programme du comit\u00e9 et les r\u00e9unions pr\u00e9vues, veuillez cliquer ici<\/a><\/strong>.<\/p>\n<p><strong>2. Avis des droits en vertu du titre VI<\/strong><\/p>\n<p>La Ville de Miami Beach valorise la diversit\u00e9 et encourage la contribution de toutes les parties prenantes, quels que soient leur identit\u00e9 culturelle, leur origine ou leur niveau de revenu. De plus, la Ville estime que les meilleurs programmes et services r\u00e9sultent d&#039;une prise en compte attentive des besoins de toutes ses communaut\u00e9s et de leur implication dans le processus d\u00e9cisionnel en mati\u00e8re de transport. Ainsi, la Ville ne tol\u00e8re aucune discrimination dans ses programmes, services ou activit\u00e9s. Conform\u00e9ment au Titre VI du Civil Rights Act de 1964, \u00e0 l&#039;Americans with Disabilities Act de 1990 (ADA), \u00e0 l&#039;article 504 du Rehabilitation Act de 1973 (article 504), ainsi qu&#039;aux autres lois et r\u00e9glementations f\u00e9d\u00e9rales et \u00e9tatiques connexes, notamment les r\u00e9glementations de la Federal Transit Administration (FTA) et de la Federal Highway Administration (FHWA), et aux directives du Florida Department of Transportation (FDOT), la Ville n&#039;exclura aucune personne de la participation, ne lui refusera aucun avantage et ne fera l&#039;objet d&#039;aucune discrimination fond\u00e9e sur la race, la couleur, l&#039;origine nationale, le sexe, l&#039;\u00e2ge, le handicap, la religion, le revenu ou la situation familiale.<\/p>\n<p><strong>3. Proc\u00e9dure de conformit\u00e9<\/strong><\/p>\nLa Ville a mis en place une proc\u00e9dure de plainte et prendra des mesures rapides et raisonnables pour enqu\u00eater et \u00e9liminer toute discrimination constat\u00e9e. Toute personne estimant avoir \u00e9t\u00e9 victime de discrimination fond\u00e9e sur la race, la couleur, l&#039;origine nationale, le sexe, la religion, l&#039;\u00e2ge, le handicap, la situation familiale ou le revenu dans le cadre de l&#039;un des programmes, services ou activit\u00e9s de la Ville peut d\u00e9poser une plainte aupr\u00e8s du coordinateur Titre VI\/Non-discrimination de la Ville\u00a0:<br \/>\n<br \/>\n\nNom : Marla Alpizar<br \/>\nDirecteur des ressources humaines<br \/>\nAdresse : 1700 Convention Center Drive<br \/>\nT\u00e9l\u00e9phone : 305.673.7520<br \/>\nE-mail:\u00a0<strong><a href=\"mailto:MarlaAlpizar@miamibeachfl.gov\">MarlaAlpizar@miamibeachfl.gov<\/a><\/strong><br \/>\nATS\u00a0: 7-1-1 (Florida Relay)\n<p>\u00a0<\/p>\nLa plainte doit contenir l&#039;identit\u00e9 du plaignant\u00a0; le fondement des all\u00e9gations (race, couleur, origine nationale, sexe, religion, \u00e2ge, handicap, revenu ou situation familiale)\u00a0; une description de la discrimination all\u00e9gu\u00e9e\u00a0; et la date de l&#039;incident. Si possible, la plainte doit \u00eatre d\u00e9pos\u00e9e par \u00e9crit. Si elle ne peut \u00eatre d\u00e9pos\u00e9e par \u00e9crit, le plaignant doit contacter le coordonnateur du Titre VI\/Non-discrimination pour obtenir de l&#039;aide. <a href=\"https:\/\/www.miamibeachfl.gov\/wp-content\/uploads\/2017\/12\/Discrimination-Complaint-Form.pdf\"><strong>Veuillez cliquer ici pour acc\u00e9der au formulaire de plainte pour discrimination.<\/strong><\/a>\u00a0 Le coordinateur Titre VI\/Non-discrimination r\u00e9pondra \u00e0 la plainte dans un d\u00e9lai de trente (30) jours calendaires et prendra les mesures raisonnables pour r\u00e9soudre le probl\u00e8me. Si la Ville ne parvient pas \u00e0 r\u00e9soudre une plainte de mani\u00e8re satisfaisante, elle la transmettra, accompagn\u00e9e d&#039;un compte rendu de sa d\u00e9cision, au district concern\u00e9 du D\u00e9partement des Transports de Floride (FDOT).<br \/>\nSi le plaignant ne peut ou ne veut pas se plaindre aupr\u00e8s de la Ville, la plainte \u00e9crite peut \u00eatre soumise directement au D\u00e9partement des transports de Floride (FDOT) :\n<em>D\u00e9partement des transports de Floride<\/em><br \/>\n<em> Bureau de l&#039;\u00e9galit\u00e9 des chances<\/em><br \/>\n<em> ATTENTION\u00a0: Traitement des plaintes au titre VI<\/em><br \/>\n<em> 605, rue Suwannee MS 65<\/em><br \/>\n<em> Tallahassee, FL 32399<\/em>\nSi des informations sont n\u00e9cessaires dans une autre langue, veuillez contacter le 305.673.7080.<br \/>\nSi vous avez besoin d&#039;informations en espagnol, vous pouvez appeler le 305.673.7080.<br \/>\nVous pouvez demander des informations sur votre t\u00e9l\u00e9phone au 305.673.7080.\n<p><strong>Informations importantes<\/strong><\/p>\n<ul>\n<li><a href=\"http:\/\/www.miamibeachfl.gov\/wp-content\/uploads\/2020\/12\/Title-VI_Nondiscrimination-Policy.pdf\" target=\"_blank\" rel=\"noopener\"><strong>Titre VI\/Politique et plan de non-discrimination<\/strong><\/a><\/li>\n<li><strong><a href=\"http:\/\/www.miamibeachfl.gov\/wp-content\/uploads\/2020\/08\/Reso-2017-29718.pdf\" target=\"_blank\" rel=\"noopener\">R\u00e9solution 2017-29718<\/a><\/strong><\/li>\n<\/ul>\n\t\tAcc\u00e9der \u00e0\u2026\t\t\t\n\t\t\t\t\t<ul id=\"menu-transportation-citywide-trolley\"><li id=\"menu-item-363625\"><a href=\"\/fr\/city-hall\/transportation\/trolley\/collins-express-2\/\">Collins Express<\/a><\/li>\n<li id=\"menu-item-363626\"><a href=\"\/fr\/city-hall\/transportation\/trolley\/trolley-feedback-form\/\">Contactez-nous<\/a><\/li>\n<li id=\"menu-item-363627\"><a href=\"\/fr\/city-hall\/transportation\/trolley\/customer-rights\/\">Droits des clients<\/a><\/li>\n<li id=\"menu-item-363628\"><a href=\"\/fr\/city-hall\/transportation\/trolley\/middle-beach-loop\/\">Boucle de Middle Beach<\/a><\/li>\n<li id=\"menu-item-363629\"><a href=\"\/fr\/city-hall\/transportation\/trolley\/mount-sinai-link\/\">Lien vers le Mont Sina\u00ef<\/a><\/li>\n<li id=\"menu-item-363630\"><a href=\"\/fr\/city-hall\/transportation\/trolley\/north-beach-loop\/\">Boucle de North Beach<\/a><\/li>\n<li id=\"menu-item-363631\"><a href=\"\/fr\/city-hall\/transportation\/trolley\/south-beach-trolley\/\">Tramway de South Beach<\/a><\/li>\n<li id=\"menu-item-363632\"><a href=\"\/fr\/city-hall\/transportation\/trolley\/trolleytrackerapps\/\">Applications de suivi de chariot<\/a><\/li>\n<\/ul>\t\n\t<div class=\"page-navigation\"><a class=\"prev-page\" href=\"https:\/\/www.miamibeachfl.gov\/fr\/city-hall\/fire-police-pension\/investment-information\/\">\u2190 Informations sur les investissements<\/a> <a class=\"next-page\" href=\"https:\/\/www.miamibeachfl.gov\/fr\/residents\/neighborhood-affairs-division\/active-projects\/parks\/\">Parcs \u2192<\/a><\/div>","protected":false},"excerpt":{"rendered":"<p>Customer Rights Home &gt; City Hall &gt; Transportation &#038; Mobility &gt; Citywide Free Trolley &gt; Customer Rights Customers using public [&hellip;]<\/p>\n","protected":false},"author":222,"featured_media":0,"parent":28744,"menu_order":226,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_searchwp_excluded":"","site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center 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