During the normal course of providing service to the community, it is possible that passengers and/or members of the public will desire to lodge complaints about the quality of transit service offered or the manner in which transit service is delivered. Every effort will be made to handle these issues quickly, courteously and fairly. All employees are reminded that everyone in the community has the right to express concerns about transit operations. One should also remember that the mere allegation of impropriety, however, does not establish proof that a violation has occurred. Every effort will be made to address and resolve customer complaints as quickly as possible but certainly within fifteen (15) business days.
Specifically, a complaint is an allegation by a member of the public that there has been a specific violation, misinterpretation, or inappropriate act by a member of ClasTran. Vague or general charges of “unfairness” that are not substantiated by facts will not be processed through the dispute resolution system.
All complaints will be referred to Richard Abel (Operations Manager) and Barbara Roberson (Operations Supervisor) for investigation and resolution. Complaints specifically alleging inappropriate behavior by management personnel of ClasTran will be referred to Fenn Church, Executive Director. Escalated complaints will be referred to the Board Chairman of ClasTran. The following steps are established to provide a framework for handling these issues.
Dispute Resolution System
Step One – The complaint is received by the Operations Manager & Supervisor. Sufficient information is collected to allow an investigation. Upon receiving the complaint, ClasTran will contact the issuer for further details.
Step Two – The details will be investigated and presented to the Executive Director for development of additional facts, to identify (where possible) the employee in question and determine what actually occurred.
Step Three – If the complaint has merit, the Executive Director of ClasTran will counsel the appropriate employee and take the appropriate progressive disciplinary steps.
Step Four – Where applicable the Executive Director of ClasTran will respond to the individual filing the complaint within fifteen (15) business days. Depending on the desires of the individual and the nature of the complaint, this response may be either a telephone call (sufficiently documented) or a written response.
Step Five – For any egregious complaint the Executive Director of ClasTran will advise the Board Chairman of ClasTran. A joint decision may be made to accelerate the disciplinary process or take other extraordinary actions to resolve the complaint.
Step Six – If the member of the public is not satisfied with actions taken by ClasTran personnel or if they demand further action, these unresolved complaints will be referred to the Public Transportation Section of the Bureau of Multimodal Transportation, ALDOT in Montgomery. We will freely and promptly provide names, telephone numbers and addresses.
Mr. Joe Nix, Senior Transportation Planner
Alabama Department of Transportation
Bureau of Transportation Planning and Modal Programs
1100 John Overton Drive
Montgomery, Alabama 36110
VOICE: (334) 353-6421
FAX: (334) 353-6451
Step Seven – If the member of the public is not satisfied with actions taken by the state, they may contact the Federal Transit Administration Office of Civil Rights Officer in Washington, DC. We will freely and promptly provide names, telephone numbers and addresses.
Federal Transit Administration Office of Civil Rights
Attention: Title VI Program Coordinator
East Building, 5th Floor – TCR
1200 New Jersey Ave., SE
Washington, DC 20590
Step Eight – The Executive Director of ClasTran shall maintain a log of Title VI complaints received. The log shall include the date the complaint was filed, a summary of the allegations; the status of the complaint; and actions taken in response to the complaint.
The entire issue of complaint resolution, whether it is one of our employees or a member of the public, is one of courtesy and common sense. We serve the public and they have a right to share their concerns with us. We will handle all complaints courteously and will not allow ourselves to argue about the merits of any complaint. In many instances, individuals merely want to be heard. We will give them that opportunity.