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);
  • 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 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 is an Oracle-based system which 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, Tagalog (Filipino) and Urdu.

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.

 

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