Metro welcomes comments and complaints from customers on their experiences using Metro buses and trains. Customer input helps us identify areas needing improvement, and commendations are always appreciated.
All customer complaints are carefully reviewed, and those submitted by customers who experience accessibility or ADA-related problems are additionally reviewed for adherence to Metro policies by ADA Compliance staff in the Civil Rights Programs Compliance Department.
(Note: Customers who wish to file a Civil Rights complaint are required to file a separate complaint using the Metro Civil Rights Complaint Form and submit to Customer Relations.)
To file a service complaint, customers may contact Metro using any of several different methods:
- Call by telephone or TDD
- Send a fax (213.922.6988)
- Use an online form
- Send an email
- Send a letter by U.S. Mail
- Visit Metro in person
All submittal methods will result in the Customer Relations department receiving the complaint information and entering it into the customer comment data base, which documents every complaint received and all related follow-up activities. Customers with an ADA-related complaint will receive a complaint confirmation/tracking reference number, usually within the same day but no later than five (5) business days from the day Metro receives the complaint. If the customer does not receive a response within the five (5) day timeframe, he or she can call the Civil Rights Program Compliance Department at 213.922.7375 to obtain the confirmation/tracking reference number.
Responsible Metro operating divisions or administrative departments investigate all complaints and implement any corrective actions to be taken. Complaints involving ADA or accessibility elements receive an additional review by Metro’s ADA Compliance staff after the division/department investigation has been completed. After the ADA Compliance oversight review has been completed, Customer Relations will provide a written reply to the customer, to the contact address provided, within ninety (90) days of receiving the complaint. All complaints are investigated within a few weeks, but some may require more extensive investigation, or require more time to identify corrective measures. In any case, a written reply will be provided to the customer within ninety (90) days.
Whether our customers are submitting complaints about service problems or sharing a great experience, we welcome the opportunity to be of service.