Complaints
Filing Complaints with Access Services
Why Should I File A Complaint With Access?
It is important to file a complaint with Access when you experience poor service. It will help:
- Improve your service,
- Improve the service of others, and
- Identify problem for Access and providers that need to be fixed.
When Should I File A Complaint With Access?
Please file a complaint with Access after experiencing any service problem, including but not limited to:
- Late pick-ups or “no-shows”
- Issues related to the use of a service animal
- Issues related to the use of an attendant
- Problems or mistakes in placing a reservation (e.g. trip denials, long hold times)
- Inappropriate conduct by drivers, reservationists or other personnel
- Incorrect fare is charged
- Inaccessible vehicles
- Excessive travel time for a trip as compared to the same trip on a bus plus 20 minutes
- Problems with shared rides
- Retaliation
- Obtaining a false estimated time of arrival from a provider who knew it was false
- Suspected violations of any other law (including but not limited to criminal laws and anti-discrimination statutes like the ADA and Unruh Act)
- Suspected violations of ASI policy
- Abuse of the system by other riders
There is no limit on the number of complaints you can file. Complaints are taken seriously and considerable staff time is devoted to their investigation and resolution. You should exercise your reasonable judgment as to the seriousness of the matter before making your complaint.
Can Complaints Help Me With Immediate Service Problems?
No. For immediate service needs call the Operation Monitoring Center (OMC) (see page 5) To file a complaint call Customer Service.
How Do I File A Complaint With Access?
Complaints can be filed in one of three ways:
- CALL
Access Services Customer Service Department
Monday – Friday, 8:00AM to 5:00PM
Phone: 1-800-827-0829 (Press 1)
TDD: 1-800-827-1359 - WRITE
Access Services Customer Service
P.O. Box 5728
El Monte, CA 91734 - INTERNET
www.asila.org
What Information Should I Include In My Complaint?
Your complaint should be filed as soon as possible and should include as much information as possible. Include things like:
- Your name and contact information (address/phone/e-mail);
- Your rider ID number;
- The date, time, and location of the event you are complaining about;
- The name of any other people involved (reservationist, drivers, other ASI staff, any of your friends or family members who witnessed the problem);
- A summary of the problem and any harm it caused you;
- Your preference on how you want to be responded to (ie. phone call or writing).
Complaint Information Worksheet
Please download the PDF to view Complaint Information Worksheet
What Happens Once My Complaint Is Filed?
- Your complaint is entered into a computer system that tracks problems with ASI and its providers.
- What happens to your complaint after it is entered into Access' computer system really depends on the facts of your situation. Global Positioning Satellite (GPS) tracking will be checked to determine where a vehicle was and when. For more information see: “Complaint Process Flow Chart – Overview” on our website (www.asila.org).
What Happens If My Provider Retaliates Against Me For Filing A Complaint?
Access does not tolerate retaliation against riders. If you file a complaint and later feel you are retaliated against, file another complaint concerning the retaliation.
For more details on the complaint process see our website at www.asila.org or contact Customer Service
If you are not satisfied with the investigation or resolution you can file an appeal to be heard by a special Complaint Appeals Committee of riders. Complaint Appeals can be filed by contacting Customer Service.
How Can I Prove I Scheduled or Cancelled a Ride?
A rider may request a copy of the taped trip reservation or cancellation by contacting Customer Service at (800) 827-0829. It is Access Services’ policy to respond to the rider within 14 calendar days of the request. The first 4 requests per year are free and can include up to 4 reservation/cancellation calls per request. After the 4th request a fee will apply to obtain a copy.
If you require assistance using Access' complaint process, besides asking Access for help, the following agencies may be able to assist you: your local Independent Living Center, your local Area Board; and/or the Client’s Rights Advocate at your local Regional Center.
You also have the right to file complaints with the Federal Transit Administration.
Federal Transit Administration Office of Civil Rights
400 7th Street S.W. Room 9102
Washington, D.C. 20590
(888) 446-4511 (toll free)