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Title VI & Complaints Procedure

Title VI

FACT is committed to providing programs, services, and benefits to its customers in a non-discriminatory manner in accordance with federal, state, and local mandates which govern its funding. FACT also holds the transportation service providers in its database and brokerage to these standards of conduct.

Title VI of the Civil Rights Act of 1964 prohibits discrimination on the basis of race, color, or national origin in programs receiving federal financial assistance. Any person who believes that individually, or as a member of any specific class of persons, has been subjected to discrimination on the basis of race, color, or national origin as noted below may file a written complaint with FACT, 600 Mission Avenue, Oceanside, CA 92054. Every possible effort will be made to obtain early and appropriate resolution of complaints.

Complaints Procedure

1. The complaint must meet the following requirements:

a. Complaint shall be in writing and signed by the complainant(s). In cases where Complainant is unable or incapable of providing a written statement, a verbal complaint may be made. A Mobility Coordinator or Service Planner may assist a person in converting verbal complaints to writing. All complaints must, however, be signed by the Complainant or his/her representative.

b. Include the date/s of the alleged act/s of discrimination.

c. Present a detailed description of the issues, including names and job titles of those individuals perceived as parties in the complaint.

d. Federal and state law requires complaints be filed within 180 calendar days of the alleged incident.

2. Upon receipt of the complaint, the Service Planner will determine the merit of the complaint, jurisdiction, accountability, and need for additional information. If resolution is not obtained through the Service Planner, the complaint will be elevated to the FACT Executive Director.

3. The Complainant will be provided with a written acknowledgement that FACT has either accepted or rejected the complaint.

4. A complaint must meet the following criteria for acceptance:

a. The Complaint must be filed within 180 calendar days of the alleged occurrence.

b. The allegation must involve a covered basis such as race, color, or national origin.

c. The allegation must involve a FACT service receiving Federal-aid and provided by FACT or contractor.

5. A complaint also may be dismissed for the following reasons:

a. The Complainant requests a withdrawal of the complaint.

b. The Complainant fails to respond to repeated requests for additional information needed to process the complaint.

c. The Complainant cannot be located after reasonable attempts.

The Service Planner and/or Executive Director will make a determination on the disposition of the complaint. FACT may consult with its Board of Directors and/or legal counsel. In the event FACT is in noncompliance with Title VI regulations, remedial actions will be listed. A copy of the complaint, FACT’s findings, and remedial actions (if appropriate) will be issued to FTA within 120 days of the receipt of the complaint.

A summary of the complaint and its resolution will be included as part of the Title VI updates to the FTA.

The Executive Director will ensure that all records related to FACT’s Title VI Complaint Process are maintained with agency records. Records will be available for compliance review audits.