Citizen Comment Policy

C-TRAN is committed to providing safe, reliable, efficient mobility choices. Good passenger and public relations are a very important part of each employee’s duties. Employees are expected to be courteous, cordial, and accommodating to all passengers and the general public. Receiving feedback is a critical measure of our success and essential to improving C-TRAN services. The citizen comment policy has been established to ensure that ciizens and riders are able to provide feedback to C-TRAN.

1. Contacting C-TRAN: Riders and the general public can contact C-TRAN in the following ways: In person, by telephone, by FAX, by e-mail or by mail. Interpreter services are available for the public that speak languages other than English.
2. Initial Comment Review Process: All comments will be referred to the appropriate C-TRAN manager based on area of responsibility and nature of the complaint.
3. Comment Acknowledgment: Anyone who submits a comment, complaint, or service suggestion to C-TRAN shall receive acknowledgment within seven (7) business days. If a response is requested, a response will be provided within ten (10) business days of receipt of comment.
4. Citizen Appeals Process: Any person who is dissatisfied with the response they receive from C-TRAN is welcome to appeal using the following process. Appeal responses shall be in the format requested (i.e. written, verbal, e-mail, and/or alternative or accessible format.)
   
   • STEP 1 Citizen: Within 10 business days of receiving a response, the citizen may submit in writing to the Chief Operations Officer a detailed explanation of why the response received was unsatisfactory.
     Action—C-TRAN Chief Operations Officer: Investigate and respond to appeal submitted, within seven business days.
   • STEP 2 Citizen: If not resolved to citizen’s satisfaction, citizen may appeal the Chief Operations Officer's response by submitting an appeal in writing to the Chief Executive Officer within seven business days.
     Action—Chief Executive Officer: The Chief Executive Officer will investigate and respond in writing, within seven business days, to those appealing the Chief Operations Officer's decisions.
5. Information about Policy: Information about the Citizen Comment Policy, including how to submit a complaint, will be available to riders:
   
   • When customers are approved for ADA paratransit service.
   • When customers are re-evaluated for ADA Paratransit service or if customers have permanent eligibility, every three years.
   • On comment cards available on all transportation vehicles.
   • At the administration building and all passenger service offices.
   • On the website.
6. Reporting: C-TRAN shall compile a monthly summary of citizen comments for the C-TRAN Board, staff, and employees for use in reviewing and evaluating service.
7. Tracking: C-TRAN shall maintain a tracking system for all feedback from citizens that provides a unique identification of each citizen communication and allows ready access to information on the status of the comment at any time.
8. Protection from Retribution: Customers of C-TRAN 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 feedback that they provided, they should contact the Chief Executive Officer or designee. C-TRAN will appropriately discipline any employee that retaliates against a customer.