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What happens to my complaint to Metro?

All complaints alleging discrimination based on race, color or national origin in a service or benefit provided by Metro will be recorded on the Customer Comment Database Program Form Computer Screen and immediately assigned a complaint number by Metro Customer Relations.

Metro Customer Relations will forward the Title VI complaint and will provide appropriate assistance to complainants, including those persons with disabilities, or who are limited in their ability to communicate in English.

In instances where additional information is needed for assessment or investigation of the complaint, Metro will contact the complainant in writing within 15 working days. Failure of the complainant to provide the requested information by a certain date may result in the administrative closure of the complaint.

Metro will investigate the complaint and prepare a draft written response subject to review by Metro. If appropriate, Metro may administratively close the complaint.

Metro will investigate a formal Title VI complaint within ten (10) working days of receiving the complaint. Based upon all of the information received, Metro will prepare a draft written response subject to review by Metro’s Deputy Executive Officer (DEO) of Diversity and Economic Opportunity.

The DEO will determine if the complaint may be administratively closed after the draft is written, or if a final written response is needed. If a final written response is needed, Metro will send the response to the complainant and advise the complainant of his/her right to file a complaint externally.

The complainant also will be advised of his/her right to appeal the response to federal and state authorities as appropriate. Metro will use its best efforts to respond to a Title VI complaint within sixty (60) working days of its receipt of such a complaint, unless a complaint is filed with Metro and an external entity simultaneously as noted previously.