Passenger Grievances
Grievance Procedures
Passengers may call to lodge a complaint, make a suggestion or compliment an employee or the service.
The staff taking the information must document the details on the Comment Form. After the comment form is completed, it must be forwarded to the Executive Director within 24 hours. All customers will be handled with respect and in an expeditious manner.
Complaints that are serious in nature must immediately be brought to the attention of the Executive Director.
The Executive Director will immediately take appropriate action to begin an investigation to determine validity.
On all validated complaints the Executive Director will contact the person that initiated the complaint within seven (7) days. The Executive Director will provide the resolution in writing to the complainant within ten (10) days. Other alternative formats will be provided upon request.
If the complainant is not satisfied with the resolution, the complainant may take it to the governing board within thirty days of Executive Director’s written resolution.
The governing board will issue a final written decision within seven days after the meeting to discuss the complaint.
The Executive Director will ensure that appropriate retraining and/or disciplinary action occurs and is documented.
Compliments for employees or service will be posted on the employees’ bulletin board. All thank you notes will also be posted.
Suggestions submitted will be discussed during staff meetings to determine the feasibility of the suggestion.
All Comment Forms will be logged in and tracked monthly.