Policy Summary

It is the policy of SCTA to receive complaints or comments from riders and to maintain summaries or complaints and resolutions in accordance

Standards for Public Information

SCTA has a written complaint policy for service.  The complaint procedure is used as a tool to investigate and correct individual or systemic problems, to educate customers, to improve service quality, to identify gaps in service and to increase confidence in the system. Consumers are confident that lodging a complaint does not prompt negative personal consequences.

Complaint Policies

  • A complaint is a record of dissatisfaction about any aspect of the service and may be registered by anyone.
  • Complaints are accepted at the SCTA Customer Service Center by telephone, in person or in writing.
  • SCTA drivers are prohibited from accepting complaints from customers and instructed to inform customers of the complaint procedure.
  • There is no arbitrary “strict limit” on the age of a complaint except as is practical for investigation
  • Customers will receive a response within 10 business days to every complaint filed
  • Customers will be protected from retaliation and when appropriate or necessary will be guaranteed confidentiality
  • SCTA maintains a “separation of authority” for the complaint investigation and resolution process – complaints are reviewed by administrative staff not involved in the original situation.

Complaint Procedures

  • Complaints are recorded on the complaint form and assigned a unique log number for tracking and retrieval.
  • Complaints are forwarded by the next business day to the supervisor responsible for investigation, (Operations Manager).  Sub-Contractors of SCTA are required to provide written responses to complaints to SCTA within 5 working days of receipt of the complaint.
  • All contact is documented, including when and by whom, the result of the investigation and required action. Each valid complaint is coded according to both the outcome (late arrival) and the cause (dispatching error) in order to identify the specific reasons for poor service and identify remedies.
  • Corrective action is documented
  • A monthly report summarizing valid complaints is prepared for SCTA senior administrators including the type and number of complaints.
  • A secondary report listing the cause of each complaint is also prepared for SCTA senior administrators.
  • Complaints and all supporting documentation is filed in log number order, scanned, and kept on file at SCTA for five years.

Complaint Standards

  • Customers will receive a response within 10 business days of receipt of the complaint
  • The monthly complaint summary report will be completed and provided to the Executive Director no later than the 20th of the following month.