Mt. Adams Transportation Service Customer Complaint Policy
Mt. Adams Transportation Service is committed to providing reliable, safe, and satisfying transportation options for the community. Customers of Mt. Adams Transportation Service are a fundamental aspect of our business and as such, their feedback is crucial to the growth and development of the agency.
The Mt. Adams Transportation Customer Complaint Policy has been established to ensure that riders of the system have an easy and accessible way to provide feedback to the agency. Mt. Adams Transportation Service is open to hearing any customer feedback including complaints, comments, suggestions, or concerns.
Contacting Mt. Adams Transportation Service: Riders can contact Mt. Adams Transportation Service in the following ways:
1. US Mail: Riders can mail their feedback to the Mt. Adams Transportation Service office at 115 W. Court Street, MS-CH-21, Goldendale, WA 98620 or P.O. Box 1877, White Salmon, WA 98672.
2. Feedback Line: Riders can contact Mt. Adams Transportation Service toll free at 1-800-774-1699 or 1-800-493-7606. This line is available 24 hours a day, seven days a week
3. E-mail: Riders can contact Mt. Adams Transportation Service by e-mail at: firstname.lastname@example.org or
the Director’s email at: email@example.com .
4. Fax: Riders can send written feedback by fax to 509-773-6965 or 509-493-4109.
5. Language Line: For riders who speak a language other than English, Mt. Adams Transportation Service will utilize the services of Language Line to facilitate the call.
Feedback Review Process: All feedback from customers is valued and will be reviewed by the Operations Manager. After review, the Operations Manager will distribute the customer communication to the appropriate agency representative(s).
1. Customer concerns, complaints, or employee commendations will be forwarded to the appropriate supervisor.
2. Recommendations for service or system modification will be sent to the Director.
3. Questions regarding discrimination or bias will be sent to the Director.
Feedback Acknowledgement: Anyone who submits a comment, complaint, or service suggestion to Mt. Adams Transportation Service shall receive a response provided they give legible contact information.
• Feedback sent via mail or fax will receive with a response within seven business days.
• E-mail, phone, or web originated messages will be returned with 72 hours
Customer Appeals Process: Any person who is dissatisfied with the response they receive from Mt. Adams Transportation Service is welcome to appeal the decision. A review team consisting of the Operations Manager, Department Director, county government representative, a rider representative and one other staff member will review customer appeals.
Reporting: The Director shall compile a summary of rider responses for the Board of County Commissioners, staff, and employees for use in reviewing and evaluating service.
Tracking: Mt. Adams Transportation Service shall maintain a tracking system for all feedback from customers that provides a unique identification of each customer communication and allows ready access to information on the status of the comment at any time.
Protection from Retribution: Customers of Mt. Adams Transportation Service should be able to submit feedback without fear of retribution from the agency. If a rider feels like they are being treated unfairly in response to the feedback that they provided, they should contact the Mt. Adams Transportation Service Director. Mt. Adams Transportation Service will appropriately discipline any employee that retaliates against a customer.
Anyone making a verbal complaint must be offered the opportunity to make a formal complaint.
How to file a Title VI Discrimination Complaint?
The complainant may file a signed, written complaint up to one hundred and eighty (180) days from the date of the alleged discrimination. The complaint should include the following information:
Your name, mailing address, and how to contact you (i.e., telephone number, email address, etc.)
How, when, where and why you believe you were discriminated against. Include the location, names and contact information of any witnesses.
Other information that you deem significant
The Title VI Complaint Form may be used to submit the complaint information. The complaint may be filed in writing with MATS at the following address:
Mount Adams Transportation Service
115 W. Court Street, MS-CH-21
Goldendale, WA 98620
NOTE: MATS encourages all complainants to certify all mail that is sent through the U.S. Postal Service and/or ensure that all written correspondence can be tracked easily. For complaints originally submitted by facsimile, an original, signed copy of the complaint must be mailed to the Title VI Coordinator as soon as possible, but no later than 180 days from the alleged date of discrimination.
What happens to the complaint after it is submitted?
All complaints alleging discrimination based on race, color or national origin in a service or benefit provided by MATS will be directly addressed by MATS. MATS shall also provide appropriate assistance to complainants, including those persons with disabilities, or who are limited in their ability to communicate in English. Additionally, MATS shall make every effort to address all complaints in an expeditious and thorough manner.
A letter of acknowledging receipt of complaint will be mailed within seven days. Please note that in responding to any requests for additional information, a complainant's failure to provide the requested information may result in the administrative closure of the complaint.
How will the complainant be notified of the outcome of the complaint?
MATS will send a final written response letter to the complainant. In the letter notifying complainant that the complaint is not substantiated, the complainant is also advised of his or her right to 1) appeal within seven calendar days of receipt of the final written decision from MATS, and/or 2) file a complaint externally with the U.S. Department of Transportation and/or the FTA. Every effort will be made to respond to Title VI complaints within 60 working days of receipt of such complaints, if not sooner.
In addition to the complaint process described above, a complainant may file a Title VI complaint with the following offices:
Washington State Department of Transportation
Public Transportation Division
Attn: Title VI Coordinator
PO Box 47387
Olympia, WA 98504-7387
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
United States Department of Justice
Civil Rights Division
Coordination and Review Section – NWB
950 Pennsylvania Avenue NW
Washington DC, 20530