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Customer Complaint Process Guidelines

The Agency Council on Coordinated Transportation (ACCT) has developed customer complaint processes 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 process for improving options for persons with special transportation needs.

To be eligible for funding organizations applying for state paratransit/special needs grants must demonstrate a way for customers to communicate their concerns to the provider. The provider must also demonstrate.

More information on the history and requirements of the Customer Complaint Process can be found here.

Best Practices

Generic Customer Complaint Policy-- Meets Compliance Standards

Examples From Transportation Providers

Customer Comment Policy from Link Transit (Wenatchee)

Mason Transit (Shelton) policy on comment appeals

Mason Transit (Shelton) policy on submitting comments

Valley Transit (Walla Walla) Customer Comment Policy

Okanogan County Transportation and Nutrition Customer Comment Policy

Additional Links About Customer Complaint Process

Washington State Quality Award (Baldridge Criteria)

Serving the American People: Best Practices in Resolving Customer Complaints

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