Customer Complaint Process Guidelines

The Agency Council on Coordinated Transportation (ACCT) has developed customer complaint process guidelines for public transportation providers across Washington State.

The new guidelines offer an easy and accessible way for people with special needs to have their concerns addressed. This framework provides the necessary tools for improving options for people with special transportation needs.

To be eligible for funding, organizations and transportation providers applying for state paratransit/special-needs grants must demonstrate a way for customers to communicate their concerns to the provider. More information on the history and requirements of the customer complaint process is available here (pdf 840 kb).

Best Practices

Generic customer complaint policy - Meets compliance standards

Examples From Transportation Providers

• Customer comment policy from Link Transit (Wenatchee) (pdf 37kb)

• Mason Transit (Shelton) policy on comment appeals (pdf 27 kb)

• Mason Transit (Shelton) policy on submitting comments (pdf 42kb)

• Valley Transit (Walla Walla) customer comment policy (pdf 27kb)

• Okanogan County transportation and nutrition customer comment policy (pdf 1 mb)

Additional Links About Customer Complaint Process

• Washington State Quality Award (Baldridge Criteria)

• Serving the American People: Best Practices in Resolving Customer Complaints