Complaint Process
The Complaint Process is designed to monitor, track, investigate and provide a resolution to those employees or passengers who have the right to file a complaint. All complaints should in writing and sent to Oneida Public Transit. A written complaint can be mailed within 3 business days of the incident to:
Oneida Public Transit
P.O. Box 365
Oneida, WI 54155
Due to the vast amounts of incoming service calls and phone calls- all message complaints directed to dispatch will be prohibited. Dispatch will be allowed to transfer the customer to appropriate personnel and/or dismiss the call if no one is available.
Dispatch staff is not allowed to handle passenger complaints while providing dispatching services.
The written complaint should be submitted and should include the following details:
1. Complainant’s name, address, telephone number
2. The institution’s name and address: Oneida Public Transit, PO Box 365, Oneida, WI 54155
3. Type of type of complaint -fare, employee, and bus number involved, if applicable.
4. Description of the complaint, including specific dates and times.
5. Requested resolution
6. Complainant’s signature and the date the complaint is being mailed.
Complaint forms are also available from drivers. The information will help in determining the type of resolution needed. Incomplete written complaints will be dismissed. Be sure to include all accurate details in order for your complaint to be processed.
Complaint against a Driver: The Transit Manager will have 5 business days to investigate the complaint and find a resolution that is equitable.
Complaint against a Lead, Administrative Assistant, and Dispatcher: The Transit Manager will have 5 business days to investigate the complaint and find a resolution that is equitable.
Complaint against the Transit Manager should be forwarded to the Director of Governmental Services Division: The Director of GSD will have 5 business days to investigate the complaint and find a resolution that is equitable. The complainant will receive a written notice once a resolution/decision is made. If the complainant doesn’t receive a written notice after 7 business days from the date mailed, the complainant is advised to call Oneida Public Transit to receive a status update.
