|
COMPLAINT/GRIEVANCE POLICY
C.A.R.R. serves a large diverse
population of individuals with varying ages (children, teenagers,
adults, elderly), physical challenges, economic and financial status,
and ethnic backgrounds.
Central Texas Rural Transit District shall ensure that no person shall
be excluded from the participation be denied the benefits of, or
otherwise be subjected to discrimination under any program or activity
undertaken by CTRTD, solely by the reason of his/her race, color,
religion, sex, national origin, age, disability, or any other
characteristic protected by law.
It is our intent to provide courteous and professional services to the
general public. If a person has a complaint they may follow the
complaint/grievance procedures.
COMPLAINT/GRIEVANCE PROCEDURES
In the event of a complainant should
contact the Administrative office at
(325) 625-4491 or 1(800) 710-2277
or by mail to
P.O. Box 712, Coleman, Texas 76834.
Contacts:
Jennifer Brudney, Operations Manager
Email: jennifer@cityandruralrides.com
Cindy Valdez, Operations Assistant
Email: cindy@cityandruralrides.com
Upon receipt of the complaint, the CARR representative
will request written detail of complaint or take an oral statement from
the complainant. The complaint should include details regarding the
situation: I.E. date, time, driver, problem, etc. All complaints or
statements should be signed or if by telephone the actual complainant
should be the person that calls. The General Manager will be notified
upon receipt of complaint, and the Operations Manager or an assigned
staff member will conduct an investigation into the complaint. Upon
completion of the investigation, a decision regarding the complaint will
be rendered and a written response issued to the complainant no later
than ten days after receipt of the complaint. A copy of the complaint
and action taken will be forwarded to the funding source offices as
required, and a copy will be kept on file at the below listed address.
J.R. Salazar, General Manager
Central Texas Rural Transit District
City And Rural Rides
P.O. Box 712, Coleman, Texas 76834
1(800)710-2277
Email: jrs@cityandruralrides.com
The General Manager will review all information regarding
the complaint and shall have the discretion to form an impartial panel
of reviewers to assist him – comprised of: Transit District Board
members, or public and private social service representatives.
Following a review of the complaint, the General Manager shall inform
the complainant of the findings of the review panel or his decision and
action taken regarding complaint. A decision regarding the complaint
will be rendered and a written response issued to the complaint no later
than ten days after the General Manager receives the complaint.
|
