What happens to my complaint after it is submitted to Santa Rosa CityBus?

All complaints alleging discrimination based on race, color or national origin in a service or benefit provided by Santa Rosa CityBus will be directly addressed by City of Santa Rosa’s Risk Manager, in coordination with the Title VI Program Officer and other Transit Division staff.

Additional Information

In instances where additional information is needed for assessment or investigation of the complaint, the Risk Manager or the Title VI Program Officer will contact the complainant in writing within 15 working days of receipt of the complaint. Please note that in responding to any requests for additional information, a complainant’s failure to provide the requested information by the date indicated may result in the administrative closure of the complaint.

Investigation

Once sufficient information for investigating the complaint is received, an investigation will be conducted, and the Risk Manager or designee will prepared a written response.

Written Response

The Risk Manager or the CityBus Title VI Program Officer will send a final written response to the complainant and advise the complainant of his or her right to 1) appeal to the City of Santa Rosa's City Manager within 7 days of receipt of the final written decision from the Program Officer, and/or 2) file a complaint externally with the U.S. Department of Transportation and/or the Federal Transit Administration. The City of Santa Rosa will make every effort to respond to Title VI complaints within 60 working days of receipt of such complaints.

Additional Resources

In addition to the complaint process described above, a complainant may file a Title VI complaint with the following offices: