What happens to my complaint after it is submitted to Santa Rosa CityBus?
All complaints alleging discrimination based on race, color or national origin in a service or benefit provided by Santa Rosa CityBus will be directly addressed by City of Santa Rosa’s Risk Manager, in coordination with the Title VI Program Officer and other Transit Division staff.
In instances where additional information is needed for assessment or investigation of the complaint, the Risk Manager or the Title VI Program Officer will contact the complainant in writing within 15 working days of receipt of the complaint. Please note that in responding to any requests for additional information, a complainant’s failure to provide the requested information by the date indicated may result in the administrative closure of the complaint.
Once sufficient information for investigating the complaint is received, an investigation will be conducted, and the Risk Manager or designee will prepared a written response.