Amid continuing complaints of missed pick-ups, long rides and rude drivers, the Regional Transportation Authority has ordered an independent audit of Pace's paratransit service for disabled commuters.

"We're hearing two different stories," RTA Executive Director Stephen Schlickman said after Thursday's board meeting where the audit plans were announced. "It's because of that we're doing the audit."

The RTA is the regional oversight and planning body for the three public transit operators in northeastern Illinois: the Chicago Transit Authority, Metra commuter rail and Pace suburban bus and paratransit.

Paratransit systems provide door-to-door service for people unable to use fixed-route bus and rail systems. The 1990 Americans with Disabilities Act mandates that any public transportation agency receiving federal funds provide such services.

Pace took over paratransit operations from the Chicago Transit Authority in July 2006 as part of a legislative effort to streamline regional paratransit service.

In March, they reorganized their Chicago operations, installing a computerized dispatch system and dividing the city into three service "zones," each served by a different private contractor. The move triggered a continuing barrage of complaints from riders.

"We've nicknamed it the 'hostage problem," paratransit rider Marcia Trawinski told the board.

Pace spokesman Patrick Wilmot acknowledges there were glitches with the new system, but says they have been ironed out, and that "the system is stabilizing."

For example, he says, on-time performance is now at 95 percent, up from 69 percent during the first week after the transition.

Pace officials last week established a "Blue Ribbon Committee" to review Pace paratransit services and issue recommendations by December.

Riders, however, complain that the committee does not include enough disabled riders to adequately reflect their concerns.