ADA Complaint Process

Metropolitan Evansville Transit System (METS)

ADA Customer Complaint Policy

Metropolitan Evansville Transit System (METS) is committed to providing reliable, safe, and satisfying transportation options for the community. Customers of METS are a fundamental aspect of our business and as such, their feedback is crucial to the growth and development of the agency.

The METS Customer Complaint Policy has been established to ensure that riders of the system have an easy and accessible way to provide feedback to the agency. METS is open to hearing any customer feedback including complaints, comments, suggestions, or concerns.

Contacting METS: Riders can contact METS in the following ways:

1. US Mail: Riders can mail their feedback to the METS office at 601 John Street, Evansville, IN  47713.  A comment card is available to print at the bottom of the page.
2. METS’ Dispatch Line: Riders can contact METS central office at 812-435-6166. This line is available 24 hour a day, seven days a week through the answering system.
3. Fax: Riders can send written feedback by fax to 812-435-6159.
4. Language Line: For riders who speak a language other than English, METS will arrange for a translator through INDY Translations: 800.695.8772, After-hours: 317.775.2867 if necessary.
5. Website: Riders can offer feedback on the METS (City of Evansville) Web Site.  ADA Complaint Form

Feedback Review Process: All feedback from customers is valued and will be reviewed by the Director. After review, the Director will distribute the customer communication to the appropriate department representative(s).

1. Customer concerns, complaints, or employee recommendations will be forwarded to the appropriate supervisor.
2. Recommendations for service or system modification will be sent to the Executive Director.
3. Questions regarding discrimination or bias will be sent to the agency Executive Director.

Feedback Acknowledgement: Anyone who submits a comment, complaint, or service suggestion to METS shall receive a response provided they give legible contact information.

• Feedback sent via mail or fax will receive with a response within seven business days.
• E-mail, phone, or web originated messages will be returned five business days.

Customer Appeals Process: Any person who is dissatisfied with the response they receive from METS is welcome to appeal the decision. A review team consisting of the Executive Director, the Director, and the Board of Public Works (BPW) and one other staff member will review customer appeals.

Information about Policy: Information about the Customer Complaint Policy, including how to submit a complaint, will be made available to riders:

1. On comment forms available on all transportation vehicles  by asking a Bus Operator
2. At the main office
3. On the website

Reporting: The Executive Director shall compile a summary of rider responses for the board, staff, and employees for use in reviewing and evaluating service. 

Tracking: METS shall maintain a tracking system for all feedback from customers that provides a unique identification of each customer communication and allows ready access to information on the status of the comment at any time.

Protection from Retribution: Customers of METS should be able to submit feedback without fear of retribution from the agency. If a rider feels like they are being treated unfairly in response to the feedback that they provided, they should contact the METS Superintendent of Operations.  METS will appropriately discipline any employee that retaliates against a customer.

Retention Policy:  METS shall maintain all records of complaints for 5 years

Complaint form must be printed and mailed to: METS 601 John Street, Evansville, IN  47713

Or alternative methods as follows:

Phone: 812-435-6166

Fax: 812-435-6159