Sonoma County Transit welcomes comments and complaints from customers on their experiences using SCT’s services. Customer input helps us identify areas needing improvement, and commendations are always appreciated.
All customer complaints are carefully reviewed, and those submitted by customers who experience accessibility or ADA-related problems are additionally reviewed for adherence to SCT policies by ADA Compliance staff.
To file a service complaint, customers may contact SCT using any of several different methods:
All submittal methods will result in the Customer Relations staff receiving the complaint information and entering it into the customer comment data base, which documents every complaint received and all related follow-up activities. Customers with an ADA-related complaint will receive a complaint confirmation/tracking reference number, usually within the same day but no later than five (5) business days from the day SCT receives the complaint. If the customer does not receive a response within the five (5) day timeframe, he or she can call the Sonoma County Transit ADA Compliance staff at 707.585.7516 to obtain the confirmation/tracking reference number.
Responsible SCT operating divisions or administrative departments investigate all complaints and implement any corrective actions to be taken. Complaints involving ADA or accessibility elements receive an additional review by SCT’s ADA Compliance staff after the division/department investigation has been completed. After the ADA Compliance oversight review has been completed, Customer Relations will provide a written reply to the customer, to the contact address provided, within a reasonable time determined on a case-by-case basis, not to exceed thirty (30) days. All complaints are investigated within the first week, but some may require more extensive investigation, or require more time to identify corrective measures.
Whether our customers are submitting complaints about service problems or sharing a great experience, we welcome the opportunity to be of service.