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Complaint/Grievance Policy

C.A.R.R. serves a large diverse population of individuals with varying ages (children, teenagers, adults, and elderly), physical challenges, economic and financial status, and ethnic backgrounds.

Central Texas Rural Transit District shall ensure that no person shall be excluded from the participation be denied the benefits of, or otherwise be subjected to discrimination under any program or activity undertaken by CTRTD, solely by the reason of his/her race, color, religion, sex, national origin, age, disability, or any other characteristic protected by law. CTRTD assures full compliance with Title VI of the Civil Rights Acts of 1964, the Civil Rights Restoration Act of 1987 and related statutes and regulations in all programs and activities.

It is our intent to provide courteous and professional services to the general public.  If a person has a complaint they may follow the complaint/grievance procedures.

Complaint/Grievance Procedures

As a recipient of Medical Transportation and Public Transportation funds, administered by the Texas Department of Transportation, CTRTD hereby attests that it will abide by the eligibility guidelines and service priorities, as stipulated and set forth in the Agency’s Contracts.

Any person who believes they have been denied the benefits of, excluded from participation in, or subject to discrimination on the grounds of race, color, or national origin by CTRTD has a right to file a formal complaint. For more information regarding Title VI Civil Rights or to request a Title VI Complaint Form, please call 1-800-710-2277 or visit www.cityandruralrides.com. In the event of a public transportation complaint, the complainant should contact the Administrative office at (325)625-4491 or 1(800)710-2277 or by mail to P.O. Box 712, Coleman, TX 76834. Upon receipt of the complaint, the C.A.R.R. representative will request written detail of complaint or take an oral statement from the complainant. The complaint should include details regarding the situation: I.E. date, time, driver, problem, etc. All complaints or statements should be signed or if by telephone the actual complainant should be the person that calls. Complaints received by telephone will be investigated and resolved prior to ending the call. A written response will not be required if complainant is satisfied with the resolution. The General Manager will be notified upon receipt of all complaints, and the Operations Manager or an assigned staff member will conduct an investigation into written complaints. Upon completion of the investigation, a decision regarding the complaint will be rendered and a written response issued to the complainant no later than ten days after receipt of the complaint. A copy of the complaint and action taken will be forwarded to the funding source offices as required, and a copy will be kept on file at the CTRTD Administrative Office. In the event the complainant is not satisfied with the decision and action taken by the Operations Manager, the complainant should notify the General Manager in writing at the below listed address.

J.R. Salazar, General Manager
Central Texas Rural Transit District
City And Rural Rides
P.O. Box 712, Coleman, Texas 76834
1(800)710-2277
Email: jrs@cityandruralrides.com

The General Manager will review all information regarding the complaint and shall have the discretion to form an impartial panel of reviewers to assist him – comprised of: Transit District Board members, or public and private social service representatives. Following a review of the complaint, the General Manager shall inform the complainant of the findings of the review panel or his decision and action taken regarding complaint. A decision regarding the complaint will be rendered and a written response issued to the complaint no later than ten days after the General Manager receives the complaint.

Additional Complaint Information

Medical Transportation under HHSC:
Customers must contact HHSC at 1-877-633-8747, Monday thru Friday, 8:00 a.m. – 5:00 p.m.


© 2013 All rights reserved.

Central Texas Rural Transit District

P.O. Box 712     Coleman, TX 76834     (800) 710-2277      (325) 625-4491