Title VI Complaint Process Metropolitan Transit Authority of Harris County, Texas

Title VI Policy Statement Metropolitan Transit Authority of Harris County, Texas

The Metropolitan Transit Authority of Harris County, Texas (METRO) is committed to ensuring that no person is excluded from participation in or denied the benefits of its services on the basis of race, color, or national origin, as provided by Title VI of the Civil rights Act of 1964, as amended.

Toward this end, it is METRO’s objective to:

Ensure that the level and quality of transportation service is provided without regard to race, color or national origin;
Identify and address, as appropriate, disproportionately high and adverse human health and environmental effects, including social and economic effects of programs and activities on minority populations and low-income populations;
Promote the full and fair participation of all affected populations in transportation decision making;
Prevent the denial, reduction or delay in benefits related to programs and activities that benefit minority populations or low-income populations;
Ensure meaningful access to programs and activities by persons with limited English proficiency (LEP); and
Provide customers language assistance, at no cost.

The President & CEO, management, and all employees share the responsibility for carrying out METRO's commitment to Title VI. The Title VI staff is responsible for the day-to-day operation of the program and receives and investigates Title VI complaints.

For additional information on METRO's nondiscrimination obligations, please contact:

Metropolitan Transit Authority of Harris County, Texas
Human Resources/EEO
1900 Main Street
P.O. Box 61429
Houston, Texas 77208-1429

phone 713-652-8658
email TitleVI@ridemetro.org

Metropolitan Transit Authority (METRO) operates its programs and services without regard to race, color, and national origin in accordance with Title VI of the Civil Rights Act. Any person who believes she or he has been aggrieved by any unlawful discriminatory practice under Title VI may file a complaint with METRO.

For more information on METRO's civil rights program, and the procedures to file a complaint, contact 713-652-8658; email TitleVI@ridemetro.org or visit our administrative office at 1900 Main Street, Houston, TX 77002.

If information is needed in another language, contact 713-658-0180.

Spanish -Si necesita informacion en otro idioma, por favor llame al 713-658-0180.

Chinese -如果需要资料翻译，请拨打 713-658-0180.

Vietnamese -Nếu cần thông tin bằng ngôn ngữ khác, hãy liên lạc số 713-658-0180.

French -Si vous avez besoin d'informations dans une autre langue, contactez le 713-658-0180.

Arabic -713-658-0180 ذا كانت المعلومات المطلوبة بلغة أخرى، الرجاء الاتصال على

Metropolitan Transit Authority Title VI Complaint Procedures

There are three primary avenues for recipients to file Title VI complaints with METRO:

METRO's Public Comment System
A dedicated Title VI phone line 713-652-8658
Through the link on METRO's website (Complainants can either respond electronically or through the mail)

Below is a description of the complaint procedures for these avenues:

Public Comment System

The Public Comment System captures comments via the website, phone and walk-in customers. All incidents are coded in the system based on categories.

Special provisions were implemented to identify and flag potential Title VI issues. A Business Analyst for the Customer Service Department reviews all comments and refers potential issues to the Equal Employment Opportunity (EEO) Department which ensures that appropriate action is taken by the responsible parties. All comments are summarized in the incident report and sent to management, as well as to the Board of Directors.

Complaints are routed simultaneously to multiple departments. The Operations Department typically responds first, due to time constraints with the Union contract, which stipulates a short timeline for the grievance and disciplinary action processes. Once the Operations Department has closed out the complaint, the EEO Division reviews the actions/comments, and follows up if dedicated phone line and/or METRO website.

METRO's website has a link on www.ridemetro.org that outlines its policies and protections regarding Title VI. The following documents are included on the website:

METRO's Title VI Policy Statement
METRO's Title VI Complaint Process
Title VI Complaint Form

This information has also been distributed to the METRO facilities.

The EEO Division will provide guidance to METRO personnel at the facilities about the procedures for referring Title VI complaints to the EEO Division.

Complaint Procedures

The following steps are taken to investigate the complaints received in through the dedicated phone line, mail, and through the Title VI links on METRO's website. Once a complaint is received, it will be assigned to an investigator. In instances where additional information is needed, the investigator will contact the complainant by phone or in writing. Failure of the complainant to provide the requested information by a certain date may result in the administrative closure of the complaint or a delay in complaint resolution.

Based upon receipt of all the information required, METRO will use its best efforts to respond to a Title VI complaint within 90 calendar days of its receipt of such complaint. Receipt of additional relevant information and/or simultaneous filing of complaint with METRO and an external entity may expand the timing of the complaint resolution.

The Metropolitan Transit Authority of Harris County, Texas (METRO) is committed to a policy of non-discrimination in the conduct of its business, including its Title VI responsibilities, and to the delivery of equitable and accessible transportation services. Any person who believes that he or she has been subjected to discrimination under Title VI on the basis of race, color or national origin may file a Title VI complaint with METRO within 180 days from the date of the alleged discrimination.

Filing a Complaint with METRO

Complaints may be filed with METRO in writing and may be addressed to:

Metropolitan Transit Authority of Harris County, Texas
Human Resources/EEO
1900 Main Street
P.O. Box 61429
Houston, Texas 77208-1429

Complaints may also be sent via email to: TitleVI@ridemetro.org. You can download a copy of the Title VI Complaint Form in the following languages: English, Spanish, Vietnamese, Chinese, Arabic and French.

A copy of the Title VI Complaint Form may also be obtained by calling 713-652-8658.

METRO will provide appropriate no cost assistance to complainants who are limited in their ability to communicate in English.

What Happens to My Title VI Complaint to METRO?

Once a complaint is received, it will be assigned to an investigator. In instances where additional information is needed, the investigator will contact the complainant by phone or in writing. Failure of the complainant to provide the requested information by a certain date may result in the administrative closure of the complaint or a delay in complaint resolution.

Based upon receipt of all the information required, METRO will investigate a Title VI complaint within 90 days of receipt. METRO will use its best efforts to respond to a Title VI complaint within 90 calendar days of its receipt of such complaint. Receipt of additional relevant information and/or simultaneous filing of complaint with METRO and an external entity may expand the timing of the complaint resolution.