Customer Rights

Customers using public transit are given equal access, seating and treatment without regard to race, color, national origin or disability. These rights also apply to service frequency, vehicle age and quality, and bus stop quality (FTA Circular 4702.1).

How to file a complaint
Customers wishing to file a complaint – including discrimination due to disability, race, color or national origin – may call Internal Services at (928) 679-8908 or TTY is available through Arizona Relay Service at 1-800-367-8939.

How complaints are processed
In accordance with federal standards (28 CFR Part 35 and FTA Circular 4702.1), all regional transit providers are trained in the correct processing, investigation and documentation of passenger complaints involving discrimination based on disability, race, color or national origin. Northern Arizona Intergovernmental Pubic Transportation Authority monitors the complaint process as well as completed reports.

All complaints received by Internal Services are documented and assigned to the appropriate transit staff for investigation. After the complaint is processed, a response is sent to the customer filing the complaint and appropriate corrective action is taken.