Customer Complaint Procedure
Clallam Transit is committed to providing reliable, safe, and satisfying transportation options for the community. Customers of CTS are a fundamental aspect of our business and as such, their feedback is crucial to the growth and development of the agency.
The CTS Customer Complaint Procedure has been established to ensure that riders of the system have an easy and accessible way to provide feedback to the agency. CTS is open to hearing any customer feedback including complaints, comments, suggestions, concerns or commendations.
Investigation:
Customer comments, both positive and negative, are an important means by which CTS evaluates its service and the performance of its employees. All comments will be investigated to determine, as far as possible, its accuracy and validity. Complaints or concerns shall be assigned to a CTS Operations Supervisor for investigation. All discrimination or bias complaints will be investigated by the assigned manager or CTS’s Human Resources Administrator or his/her designees.
Customer comments for ADA regulations violations review process:
Investigation:
Customer comments in regards to alleged violations of the ADA regulations will be promptly investigated by the Operations Manager. The finding of the complaint allegations will be promptly communicated, including the reason for the response, to the complainant.
Contact: Operations Manager
830 W. Lauridsen Blvd.
Port Angeles, WA. 98363
360-417-1370
info@clallamtransit.com
Customer comments for any person who believes his or her Title VI protection has been violated:
Investigation:
Customer comments in regards to alleged violations of his or her Title VI protection have been violated will be promptly investigated by the Operations Manager. The finding of the complaint allegations will be promptly communicated, including the reason for the response, to the complainant.
Contact: Operations Manager
830 W. Lauridsen Blvd.
Port Angeles, WA. 98363
360-417-1370
info@clallamtransit.com
Comments and/or suggestions about CTS services will be assigned to staff responsible for that area for investigation. Anonymous complaints that cannot be verified by other means; i.e. witness, video recording, will not be placed in the employee file.