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Complaint Resolution

It is recommended that customers communicate their complaint to the local transit agency as soon as possible from the time of the issue of concern to you. The information you provide in reporting the issue is a vital first step to assist the transit agency in resolving the complaint. Complaints can be either submitted in writing, on-line, or verbally. Check with your local transit agency customer service office to find out about complaint submission methods. Options to submit complaints through accessible formats must also be available for people that need it.

When filing your complaint, provide detailed information of the experience that includes specifics such as date, time, route number, and operator’s name. State clearly what happened, when it happened, and where it occurred.

The process for your transit agency to investigate and resolve your complaint may take some time, so be patient. They may contact you for additional information or questions.

Save any correspondence you receive from the transit agency about your complaint. This information is important to reference if the issues continue to occur or if you feel that your complaint was not resolved to your satisfaction.



Advocacy

It may be advantageous for you become involved your local transportation advocacy efforts. Transportation advocates are a group of people who work together to constructively improve or increase public transportation in a community. The collective talents of many committed citizens can be a powerful force for effective community change. Visit the ILRU website for a directory of CILs to find out about existing advocacy efforts.

FTA ADA Complaint
The transit agency should be responsive to your complaint and provide follow-up correspondence. If you do not get a response or if discrimination issues occur repeatedly, you have an option to file a complaint with the Federal Transit Administration’s (FTA) Office of Civil Rights. The Office of Civil Rights is responsible for ensuring that providers of public transportation comply with ADA requirements.  Contact the Office of Civil Rights by email or phone at (888) 446-4511 with questions about the types of complaints that can be processed and how to prepare the complaint.

An individual must file a written complaint with the Federal Transit Administration (FTA) no later than 180 days from the date of the alleged discrimination.

 

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