Title VI Complaint Process

The Public Comment System captures comments via the website, phone and walk-in customers. All incidents are coded in the system based on categories.

Special provisions were implemented to identify and flag potential Title VI issues. A business analyst for the Customer Service Department reviews all comments and refers potential issues to the Equal Employment Opportunity (EEO) Department which ensures that appropriate action is taken by the responsible parties. All comments are summarized in the incident report and sent to management, as well as to the Board of Directors.

Complaints are routed simultaneously to multiple departments. The Operations Department typically responds first, due to time constraints with the union contract, which stipulates a short timeline for the grievance and disciplinary action processes. Once the Operations Department has closed out the complaint, the EEO Division reviews the actions/comments and follows up.

The EEO Division will provide guidance to METRO personnel at the facilities about the procedures for referring Title VI complaints to the EEO Division.

Call our dedicated Title VI line at 713-652-8658 to obtain a Title VI Complain Form by mail. METRO will provide appropriate no-cost assistance to complainants who are limited in their ability to communicate in English.

Complaints received through the dedicated phone line, mail, and/or the Title VI links on the METRO website will be assigned to an investigator. In instances where additional information is needed, the investigator will contact the complainant by phone or in writing. Failure of the complainant to provide the requested information by a certain date may result in the administrative closure of the complaint or a delay in complaint resolution.

Based upon receipt of all the information required, METRO will use its best efforts to respond to a Title VI complaint within 90 calendar days of its receipt of such complaint. Receipt of additional relevant information and/or simultaneous filing of complaint with METRO and an external entity may expand the timing of the complaint resolution.

The Metropolitan Transit Authority of Harris County, Texas (METRO) is committed to a policy of non-discrimination in the conduct of its business, including its Title VI responsibilities, and to the delivery of equitable and accessible transportation services. Any person who believes that he or she has been subjected to discrimination under Title VI on the basis of race, color or national origin may file a Title VI complaint with METRO within 180 days from the date of the alleged discrimination.

Fill out a Title VI Complaint Form online.

Or you can print out a Title VI Complaint Form, fill it out and mail or email it to us. You can download a Title VI Complaint Form in any of these languages:

• English Title VI Complaint Form
• Arabic Title VI Complaint Form
• Chinese Title VI Complaint Form
• Español Title VI Complaint Form
• Korean Title VI Complaint Form
• Vietnamese Title VI Complaint Form

Mail the completed form to:

Metropolitan Transit Authority of Harris County, Texas
Human Resources/EEO
1900 Main Street
P.O. Box 61429
Houston, Texas 77208-1429

Or email your completed form to TitleVI@ridemetro.org.