If you believe that you have received discriminatory treatment by the VTA on the basis of your race, color or national origin, you have the right to file a complaint with the VTA Title VI Coordinator. The complaint must be filed no later than 180 calendar days of the alleged discriminatory incident.
Methods of filing a Complaint
The preferred method is to file your complaint in writing using the Title VI Complaint Form, and sending it to:
Title VI Coordinator
Accessibility, Civil Rights and Equity (ACRE)Santa Clara Valley Transportation Authority
3331 North First Street, B2
San Jose, CA 95134
Verbal complaints will be accepted and transcribed by Customer Service. To make a verbal complaint, call (408) 321-2300. Complaints may also be filed with external entities such as the Equal Employment Opportunity Commission (EEOC); Federal Transit Administration (FTA); or California's Civil Rights Department (CRD). Please review information on the respective agency websites for details on filing Title VI complaints.
Should a complaint be filed with VTA and an external entity simultaneously, the external complaint shall supersede the VTA complaint and the VTA’s complaint procedures will be suspended pending the external entity’s findings.
Investigations
Within 10 working days of receipt of the formal complaint, the ACRE will notify the complainant and begin an investigation (unless the complaint is filed with an external entity first or simultaneously).
The investigations will address complaints against any VTA department(s). The investigation will be conducted in conjunction with and under the advice of ACRE.
The investigation may include discussion(s) of the complaint with all affected parties to determine the problem. The complainant may be represented by an attorney or other representative of his/her own choosing and may bring witnesses and present testimony and evidence in the course of the investigation.
The investigation will be conducted and completed within 60 days of the receipt of the formal complaint.
Based upon all the information received, an investigation report will be written by the Title VI Coordinator, or their designee.
The complainant will receive a letter stating the final decision by the end of the 60-day time limit. Most investigations are completed within 30 days.
The complainant shall be notified of his/her right to appeal the decision and will have five (5) business days from receipt of the letter to appeal to VTA. Appeals may also be made to the Federal Transit Administration, the Equal Employment Opportunity Commission, or the California Civil Rights Department.