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CUSTOMER COMPLAINT PROCEDURE

HOME - RIDER INFO - CUSTOMER COMPLAINT PROCEDURE

Even when a company provides the best customer service as possible, complaints may be made by a passenger against a driver or another passenger.

A driver may also file a complaint against a passenger whose conduct or behavior endangers the safety of passengers or inhibits the safe operation of the vehicle. You may receive complaints from other drivers observing unsafe operation of the vehicle.

Click here for a downloadable PDF form.

Written documents requiring language translation are available upon request by contacting BSOOB Customer Service at 207-282-5408 (Mon- Friday 9am-4:00pm) or by emailing info@BSOOBTransit.org

Customer Contact/Complaint Form

Section I: Contact Information

Name(Required)

First Last

Address(Required)

Address City State ZIP Code

Telephone(Required)

Email address(Required)

Section II: Type of Complaint

Type of Complaint

General Complaint or Concern (Bus Service, Schedule, or Specific Incident)

Civil Rights: Title IV Complaint (Discrimination based on race, color, or national origin)

Civil Rights: ADA Discrimination (Discrimination based on a disability)

Are you filling out this complaint on your own behalf?

Yes

If not, please supply the name and relationship of the person for whom you are complaining(Required)

Please explain why you have filed for a third party?(Required)

Please confirm that you have obtained the permission of the aggrieved party if you are filing on behalf of a third party:(Required)

Yes

Section III: Details of Complaint or Incident

Date of incident:(Required)

Time of incident(Required)

Hours

Minutes

Bus #

Select Route #(Required)

Inbound or Outbound

Inbound

Outbound

Driver # or information

Additional Information (Location, Details, Witnesses, etc.)

Incident Description(Required)

If this is a Civil Rights / Title IV Complaint, meaning you believe you were discriminated against based on your race, color, or national origin, please explain below as clearly as possible what happened and why you believe you were discriminated against. Describe all persons involved. Include name and contact information of person(s) who discriminated against you (if known) as well as names and contact information of witnesses. If this is a Civil Rights/ADA Complaint, meaning you believe you were discriminated against based on your disability, please explain below as clearly as possible what happened and why you believe you were discriminated against. Describe all persons involved. Include names and contact information of person(s) who discriminated against you (if known) as well as names and contact information of witnesses. If this complaint is related to equipment or structures (for example, buses or bus stops), please try to be as specific as possible in identifying which vehicle or locations may be created the situation.

Section IV

Have you previously filed a complaint with this agency?(Required)

Yes

Section V

Have you filed this complaint with any other Federal, State, or local agency, or any Federal or State Court?(Required)

Yes

If yes, check all that apply.(Required)

Federal Agency

State Agency

Local Agency

Federal Court

State Court

Please provide the names of the agency(s) or court(s)(Required)

Please provide information about a contact person at the agency/court where the complaint was filed:

Name(Required)

Title(Required)

Agency(Required)

Address(Required)

Address City State ZIP Code

Telephone(Required)

You may attach any materials or other information that you think is relevant to your complaint.

Accepted file types: jpg, gif, png, pdf, Max. file size: 32 MB.

Name and Date Required Below

Name(Required)

First Last

Date(Required)

You may submit this form in person at the Saco Transportation Center, 138 Main Street, Saco, ME 04072, or by mail to the address below, or you can scan this completed form along with all supporting materials and email to the individual stated below.

Rita Rose - Biddeford Saco Old Orchard Beach Transit - 13 Pomerleau Street - Biddeford, ME 04005 - rrose@bsoobtransit.org

ADMINISTRATION/
FLEET SERVICES
13 Pomerleau St.
Biddeford, ME 04005

CUSTOMER SERVICE OFFICE
Saco Transportation Center
138 Main St. Saco, ME 04072

OFFICE HOURS:
Mon – Fri
9:00am – 4:30pm
info@BSOOBTransit.org

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