River Valley Metro strives to provide top notch quality service, with on time service and excellent customer service. But there are times we do not meet your expectations. When we do not meet your expectations, we would like your feedback, so we can continue to improve. Below is the process for filing those complaints, depending on the type of complaint. If you need this information in an accessible format, such as large print, audio tape, TDD or other, please call us at 815-935-1403 or email us at info@rivervalleymetro.com.

COMPLAINT HANDLING PROCESS

Depending on the type of complaint it can be made in a written or verbal statement. A complaint is an alleged grievance involving the conduct, business or affairs of the firm or any employee, representative, officer, director or advisor of Metro.

TYPE OF COMPLAINTS:

There are three types of complaints.

  • General Complaint – A complaint against the firm, service or employees. Can be given verbally or in writing. You may call 815-937-4287 and give your complaint to a customer service representative or send an email to info@rivervalleymetro.com with the details of the complaint. Complaints can also be sent in writing to River Valley Metro 1137 E 5000N Road Bourbonnais IL 60914.
  • Title VI Discrimination Complaint – A complaint based on race, color or nationality. Must be given in writing. For more information on Title VI complaints, CLICK HERE.
  • Accessibility (ADA) Complaint – A complaint based on discrimination based on a disability. Must be given in writing. CLICK HERE to file complaint online.

A complaint should include at least one of the following elements:

  • Complaint about the firm
  • Potential damages or damages suffered by the client; or
  • Request for corrective measures.

A Complaint Log is a database to track key elements of the complaint process and category to identify potential trends or concerns and to produce reports.

REQUIREMENTS:

It is the policy of the firm to:

  • Handle complaints from customers in a timely, effective, fair and consistent manner.
  • Record complaints centrally in the complaints log.
  • Report complaints to the responsible party for resolution.

FEEDBACK REVIEW PROCESS: All feedback from customers is valued and will be reviewed by the Director of Operations. If a return is call is necessary, a representative will contact you within seven (7) days from the date the complaint is filed.

  • Complaints involving service or system modifications, customer concerns, complaints or employee issues are forwarded to the Director of Operations.
  • Questions or comments regarding discrimination (Title VI) or bias will be sent to the Managing Director. These complaints are handled according to the Title VI Program.
  • Accessibility (ADA) complaints will be forwarded to the Director of Operations.

PROCESS OF TAKING COMPLAINTS:

General complaints can be received in different forms. Title VI and Accessibility Complaints must be received in writing. This may either be done through the website or with the appropriate complaint form available on the website or paper form at the Bourbonnais Metro Centre. For more information on a Title VI Discrimination complaint CLICK HERE. To file an Accessibility ADA Complaint online CLICK HERE.

Complaints via phone calls through dispatch: If the complaint can be handled by the individual answering the phone in dispatch, the dispatcher logs the complaint in the daily dispatch log with any resolution. If the complaint cannot be resolved, enter into the dispatch log and transfer the call to the Director of Operations, when available.

Complaints via phone call to the front desk: Complete the complaint form and give it to the Director of Operations. If the caller needs immediate assistance, fill out the form and forward the call to the Director of Operations or another supervisor.

Complaints made in person at the Metro Centre: If the Director of Operations is available, he/she will take the complaint. If the Director of Operations is not available, another manager, the receptionist, is to capture the complaint on the complaint form and forward it to the Director of Operations.

Complaints made via email or regular mail: Complaints may also be sent via email info@rivervalleymetro.com or may be mailed to River Valley Metro, attention: Complaints. 1137 E. 5000N Rd., Bourbonnais IL 60914

Logging the Complaints:

The Director of Operations will log all complaints and once resolved will update the log with a resolution.

Resolution of Complaints

The Director of Operations will research the complaint and pass it on to the appropriate individual for resolution. The Director of Operations is responsible for ensuring all complaints are resolved.

Customer Appeals Process

Any person who is dissatisfied with the response they receive from River Valley Metro is welcome to appeal the decision. The appeal must be submitted in writing to the Managing Director of River Valley Metro. The Managing Director will review and respond to the appeal within seven (7) days of receipt of the appeal. If the person is still not satisfied, a second appeal can be submitted in writing. This appeal would go before the River Valley Metro Board of Directors. The appeal will be addressed at the next regularly scheduled meeting. If you have a disability or need someone to interpret, those services will be reasonably accommodated if a request for those services is submitted a week prior to the scheduled appeal.

Retention

Complaint logs will be retained for a minimum of 5 years.