General Complaint Process

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Broome County Department of Public Transportation

Customer Complaint Process

   
  1. Complaints are initiated either by
·        Mailing written complaint to 413 Old Mill Road, Vestal NY 13850
      (Compliment/Complaint forms are located on each bus, at the Junction and the
      Administrative Office.)
·        Email – www.ridebctransit.com (use Customer Service Form)
·        Telephone the Administrative Office at 763-4464 or the Junction Office at 763-1692
·        In person – Administrative Office, 413 Old Mill Road, Vestal NY 13850 or the Junction Office, 81 Chenango Street, Binghamton NY 13901.
 
  1. To ensure that the County is able to investigate complaints, they must be submitted within sixty (60) days of the alleged allegation to be afforded the procedural steps described in this policy.  The County may be unable to investigate complaints received after that time and will not afford the complainant with all of the steps and protocol described herein.
 
  1. All complaints must be completed in writing either by the complainant or their representative or by the appropriate supervisor or Junction personnel.  Telephone complaints will be reduced to writing by the individual taking the call.
 
  1. Complaints are investigated by the appropriate supervisor. All BC Transit fixed route complaints are handled by a Transit Supervisor. All Para-transit complaints are handled by the Senior Dispatcher.
 
  1. All complaints are entered into a computerized system by the Customer Service Representative for reporting purposes.
 
  1. If the complainant or their representative requests a written response to their complaint, one will be sent within 10 business days of receiving the complaint.
If the complainant or their representative does not agree with the response, they may contact the Director of Operations, located at the Administrative Office, to request a further investigation. The Director of Operations will investigate the complaint and will respond within 10 business days of the day the complaint is received.
 
  1. If the complainant or their representative does not agree with the response from the Director of Operations, they may appeal to the Commissioner of Transportation, located at the Administrative Office, for a final decision. The Commissioner will investigate the complaint and will respond within 10 business days of the day the appeal is received.