​File a Formal Complaint

Baldwin Regional Area Transit System's Transit Complaint Procedures

During the normal course of providing service to the community, it is possible that passengers and/or members of the public will desire to lodge complaints about the quality of transit service offered or the manner in which transit service is delivered. Every effort will be made to handle these issues quickly, courteously and fairly. All employees are reminded that everyone in the community has the right to express concerns about transit operations. One should also remember that the mere allegation of impropriety, however, does not establish proof that a violation has occurred. Every effort will be made to address and resolve customer complaints as quickly as possible but certainly within fifteen (15) business days.

Specifically, a "complaint" is an allegation by a member of the public that there has been a specific violation, misinterpretation, or inappropriate act by a member of Baldwin Regional Area Transit System. Vague or general charges of "unfairness" that are not substantiated by facts will not be processed through the dispute resolution system.

All complaints will be referred to Director of Transportation, of Baldwin Regional Area Transit System for investigation and resolution. Complaints specifically alleging inappropriate behavior by management personnel of Baldwin Regional Area Transit System will be referred to the County Administrator of the Baldwin County Commission. The following steps are established to provide a framework for handling these issues.

Step One — The complaint is received by Baldwin Regional Area Transit System. Sufficient information is collected to allow an investigation and the individual is to be thanked for bringing the matter to the attention of the Baldwin Regional Area Transit System. Upon receiving the complaint, we will neither be defensive nor argumentative.

Step Two — Director of Transportation, of Baldwin Regional Area Transit System will investigate the facts, as presented, develop additional facts, identify (where possible) the employee in question and determine what actually occurred.

Step Three — If the complaint has merit, Director of Transportation, Baldwin Regional Area Transit System will counsel the appropriate employee and take the appropriate progressive disciplinary steps.

Step Four — Where applicable, Director of Transportation, Baldwin Regional Area Transit System will respond to the individual filing the complaint within fifteen (15) business days. Depending on the desires of the individual and the nature of the complaint, this response may be either a telephone call (sufficiently documented) or a written response.

Step Five — For any egregious complaint, Director of Transportation, Baldwin Regional Area Transit System will advise the County Administrator of the Baldwin County Commission. A joint decision may be made to accelerate the disciplinary process or take other extraordinary actions to resolve the complaint.

Step Six — If the member of the public is not satisfied with actions taken locally or if they demand further action, these unresolved complaints will be referred to the Public Transportation Section of the Bureau of Multimodal Transportation, ALDOT in Montgomery. We will freely and promptly provide names, telephone numbers and addresses.

Wiley Brooks
Senior Transportation Planner
Alabama Department of Transportation
Bureau of Transportation Planning and Modal Programs
1100 John Overton Drive
Montgomery, Alabama 36110
Voice: (334) 353-6417
Fax: (334) 353-6451
Email: brooksw@dot.state.al.us

Step Seven — If the member of the public is not satisfied with actions taken by the state, they may contact the Federal Transit Administration Regional Civil Rights Officer in Atlanta, Georgia. We will freely and promptly provide names, telephone numbers and addresses.

Mr. Frank Billue
Regional Civil Rights Officer, Region IV
Federal Transit Administration-Office of Civil Rights
230 Peachtree Street NW, Suite 800
Atlanta, Georgia 30303
Office: (404) 865.5628
Fax: (404) 865-5605
Email: frank.billue@dot.gov

Step Eight — Director of Transportation shall maintain a log of Title VI complaints received. The log shall include the date the complaint was filed, a summary of the allegations; the status of the complaint; and actions taken in response to the complaint.

The entire issue of complaint resolution, whether it is one of our employees or a member of the public, is one of courtesy and common sense. We serve the public and they have a right to share their concerns with us. We will handle all complaints courteously and will not allow ourselves to "argue" about the merits of any complaint. In many instances, individuals merely want "to be heard". We will give them that opportunity.