At Metro, we are committed to providing excellent public transportation services. We value your feedback and encourage you to share your experiences, whether it’s a commendation for our staff or a complaint about our services. Your input as a customer is invaluable in helping us identify areas for improvement and ensure we are meeting the needs of our community.
Every customer comment and complaint is taken seriously and carefully reviewed by our Customer Relations department. For complaints related to accessibility or Americans with Disabilities Act (ADA) issues, we ensure an additional level of scrutiny. These are specifically reviewed by our ADA Compliance staff within the Civil Rights Programs Compliance Department to guarantee adherence to Metro policies and regulations.
(Note: If you wish to file a formal Civil Rights complaint, please use the dedicated Metro Civil Rights Complaint Form and submit it directly to Customer Relations.)
Multiple Ways to Reach Metro Customer Service
We understand that convenience is key, so Metro offers several accessible methods for you to submit your feedback:
- Phone or TDD: Speak directly with a representative by calling our telephone or TDD line.
- Fax: Send us a detailed fax at 213.922.6988.
- Online Form: The quickest way to send your feedback might be through our user-friendly online form.
- Email: Compose your message and send it to our dedicated email address: [email protected].
- U.S. Mail: For formal correspondence, you can send a letter via U.S. Mail to our Customer Relations department.
- In-Person Visit: If you prefer a face-to-face interaction, you can visit Metro directly during our operating hours.
Regardless of the method you choose, rest assured that your feedback will be promptly received by our Customer Relations department. Each submission is logged into our customer comment database, allowing us to meticulously track every complaint and the subsequent follow-up actions taken.
What Happens After You Submit Your Complaint?
For customers who submit ADA-related complaints, you will receive a confirmation and a unique tracking reference number. This is typically provided on the same day you submit your complaint, but in some cases, it may be within five (5) business days. If you haven’t received a response with your tracking number within this five-day period, please contact the Civil Rights Program Compliance Department directly at 213.922.7375 to obtain it.
All complaints are thoroughly investigated by the relevant Metro operating divisions or administrative departments responsible for the service area in question. They are tasked with implementing any necessary corrective actions to resolve the issues raised. Complaints that involve ADA or accessibility concerns undergo an additional layer of review. After the initial departmental investigation, Metro’s ADA Compliance staff conducts an oversight review to ensure comprehensive handling and resolution.
Once the ADA Compliance review is complete, our Customer Relations department will provide a formal written response to you. This response will be sent to the contact address you provided, and you can expect to receive it within ninety (90) days of Metro receiving your initial complaint. While many complaints are resolved within a few weeks, complex cases requiring in-depth investigation or the development of extensive corrective measures may take longer. However, we guarantee a written response will be provided to every customer within the 90-day timeframe.
At Metro, we are dedicated to listening and responding to our customers. Whether you are highlighting a service issue or sharing a positive experience, we appreciate the opportunity to serve you better. Your feedback drives us to improve and ensures we are providing the best possible public transportation for everyone in the Metro service area.
