CDOT_diagrams_CH5-6
5-5
AD
A
Complaint Process
Complainant
CDO
T
Staff
DTR Bus
Ope
r
ations Unit or
Subrecipient
F
T
A
CRBRC
DTR Project
Coordination Unit
Submit
complaint to
CRBRC
Notify CRBRC of
complaint
received
Notify/confirm
complaint receipt
within 5 business days
Satisfied?
Y
es/No
NO
YES
Respond to
decision
Develop
t
r
aining/policies,
as needed
Develop
t
r
aining/policies,
as needed
Act upon appeal
in accordance
with procedures
Notify
CRBRC
Re
v
iew
decision
Option to submit complaint
to F
T
A
or USDO
T
within 30 days
Contact Complainant
directly if additional
facts or documentation
needed
Mail written decision to
Complainant no later
than 5 business days
after prepa
r
ation of
decision
Log and notify DTR G
r
ant
Coordination Unit and
subrecipient or Bustang,
if applicable
Conduct investigation
into merits of
complaint within 30
days
Prepare written
decision no later than
90 days of receipt