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Your Rights and Title VI

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Notifying the Public of Rights Under Title VI

The Capital Area Transportation Authority (CATA) is committed to operating its programs and services without regard to race, color or national origin in accordance with Title VI of the Civil Rights Act of 1964.

If you believe that you have been excluded from, denied the benefits of or subjected to discrimination on the basis of race, color or national origin, you may file a written complaint with CATA. Federal law requires that complaints be filed within 180 calendar days of the date of the alleged incident. Complete the online Title VI Complaint Form. 

For more information about CATA’s Title VI program and the procedures for filing a complaint, contact CATA Customer Experience at 517-394-1100 (Michigan Relay Center Voice TDD 800-649-3777), fill out the form online at CATA.org, e-mail TitleVI@cata.org or visit our administrative offices at 4615 Tranter Street, Lansing, MI 48910.  

Complaints may be filed directly with the Federal Transit Administration, Office of Civil Rights, Attn: Title VI Program Coordinator, East Building, 5th Floor-TCR, 1200 New Jersey Ave. SE, Washington, DC 20590.

If information is needed in another language, contact 517-394-1100.

Si se necesita información en otro idioma, contacte al 517-394-1100.

如果需要信息内容翻译成别的语言, 请联系 517-394-1100

다른 언어로 안내가 필요하시면 517-394-1100 으로 전화 해 주세요.

إذا كانت هناك حاجة إلى معلومات بلغة أخرى، يرجى الاتصال

517-394-1100.

در صورت نیاز به اطلاعات به زبان دیگری، با شماره 1100-394-517 تماس بگیرید.
 

Title VI Standard & Complaint Procedure

Standard

The Capital Area Transportation Authority (CATA) is committed to operating its programs and services without regard to race, color or national origin in accordance with Title VI of the Civil Rights Act of 1964.

Any person who believes that she or he has been the object of unequal treatment or discrimination as to the receipt of benefits and/or services that CATA provides based on his or her race, color or national origin may file a Title VI complaint.

CATA investigates complaints received no more than 180 days after the alleged incident. CATA will process complaints that include all elements of the Title VI complaint form.

Procedure

  1. To file a Title VI complaint, contact CATA Customer Experience at 517-394-1100 (Michigan Relay Center Voice TDD 800-649-3777), or complete the online Title VI Form, or download the form at CATA.org (view the form), open the form in a PDF reader, fill in the form, save the completed form and e-mail to titleVI@cata.org or visit our administrative offices at 4615 Tranter Street Lansing, MI 48910. 
     
  2. Complaints should be written (using the published form) and include:
    1. The name, address and phone number of the person(s) who experienced the discriminatory action;
    2. The date of the alleged act of discrimination or the date when the complainant(s) became aware of the alleged discrimination; and
    3. A brief but specific description of the discriminatory practice or action and any relevant facts.
       
  3. Once CATA has received the complaint, CATA Customer Experience will record it in a customer service database. If CATA determines that its office has jurisdiction – meaning that the complaint applies to the public transportation services it delivers – CATA will refer the matter for investigation.
     
  4. An investigation of the allegation will begin on the day CATA receives notice of the complaint. The receipt date will be tracked. CATA staff investigating complaints should confirm details and may ask for written statements from customers, witnesses and others. If more information is needed to resolve the case, CATA may contact the complainant. The complainant has 10 business days from the date of contact to send requested information to the investigator assigned to the case. If the investigator is not contacted by the complainant or does not receive the additional information within 10 business days, CATA can administratively close the case.
     
  5. If CATA has jurisdiction over the complaint and has sufficient information, the matter will be assigned to a supervisor or manager and should be completed within 30 business days.
     
  6. The assigned supervisor or manager investigates the complaint, responds to the complaining customer or other party, and notes progress in the database. As appropriate, the assigned supervisor or manager will work with relevant departments and the Director of Customer Experience regarding the complaint. The Deputy CEO (CATA's Civil Rights Officer), will be updated and follow progress on the complaint. Most complaints are resolved through internal discussions and responses from complainants. In addition, a case can be administratively closed if the complainant no longer wishes to pursue his or her case.
     
  7. Complaints may also be referred to Legal Counsel. Legal Counsel will keep CATA informed of progress on complaints. Legal Counsel will be involved if a complaint is received from the Federal Transit Administration Office of Civil Rights, the Michigan Department of Civil Rights or other government agencies
     
  8. The customer will be contacted via e-mail or formal letter – depending on complainant preference – of the investigation’s outcome. Either a letter of colsure (LOC) or a letter of finding (LOF) will detail the investigation’s outcome. A closure letter summarizes the allegations and states that there was not a Title VI violation and that the case will be closed. An LOF summarizes the allegations and the interviews regarding the alleged incident, and explains whether any disciplinary action, additional training of staff members or other action will occur. If the complainant wishes to appeal the decision, he/she has 14 business days after the date of the LOC or the LOF to do so.
     
  9. Parties will have 14 business days from the date of the outcome letter to appeal. CATA will only reconsider its decision regarding a complaint if new facts become known. The complainant may file an appeal with CATA’s CEO. A final decision of the appeal will be relayed to complainant 30 business days after receipt.
     
  10. Individuals may also file a complaint directly with the Federal Transit Administration, Office of Civil Rights, Attn: Title VI Program Coordinator, East Building, 5th Floor-TCR, 1200 New Jersey Ave. SE, Washington, DC 20590.