In order for Sun Tran, Sun Van, Sun Shuttle, or Sun Link to investigate a complaint filed, the following guidelines must be met:
- The issue must be one of discrimination, and specific criteria must be met in order to investigate the charge of harassment, discrimination and/or retaliation.
- It is necessary to show that persons of a particular group (race, color, national origin, including language proficiency, or income) have been treated in a different manner that has led to a refusal or restriction of using public transportation.
- The complaint must be filed within 180 calendar days from the date of the alleged discriminatory act.
- A complaint must include the complainants name, address, phone number, or other method of contacting the complainant
Once a Title VI Complaint has been received by phone, email, USPS mail, or any other means, the Title VI Coordinator will review it to determine which office has jurisdiction. The Title VI Coordinator has ten (10) business days to provide written acknowledgement of the complaint and if the complaint will be investigated by Sun Tran, Sun Van, Sun Link or Sun Shuttle. If a complaint is incomplete, additional information will be requested, and the Complainant will have sixty (60) days to submit the required information. Failure to do so may be considered good cause for a determination to administratively close the case and not investigate. If the complainant no longer wishes to pursue a complaint, it can be administratively closed.
Sun Tran will determine its jurisdiction in pursuing the matter and if the complaint has sufficient merit to investigate. Upon review the General Manager (GM) of the affected service his/her authorized designee will respond to the person who made the complaint via email or USPS mail with one of two responses.
- If the decision is to not investigate the complaint, or if the complaint is determined to be without merit, the notification shall specifically state the reason for the decision within fifteen (15) working days of the complaint.
- If the complaint is investigated, a report including a summary of the allegations, interviews regarding the incident, and a finding with recommendations and proposed resolution where appropriate, including recommended disciplinary action, additional training, or other action will be submitted to the GM within sixty (60) days from receipt of the complaint.
If the investigation is delayed for any reason, the Title VI Coordinator will notify the appropriate individuals, and an extension will be requested.
If the Complainant is dissatisfied with Sun Tran‘s resolution of the complaint, he/she has the right to file a complaint directly with the Federal Transit Administration, at FTA Office of Civil Rights, 1200 New Jersey Avenue SE, Washington, DC 20590.
Additionally, all complaints will be documented and included in Monthly Compliance Reports and recorded in the following Title VI Program per the Federal Transit Administration (FTA) Guidelines.