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File a Complaint
Paratransit user:
Step 1 – Initial Complaint should be filed by the complainer to the Territorial ADA Coordinator, Dept. of Public Works. The complaint can be filed by telephone, in person or by mail. Complaint forms can be obtained at the following locations:
St. Croix: Public Works Department 6002 Estate Anna’s Hope
St. Thomas: VITRAN 3016 Estate Contant
St. John: VITRAN 6 Susannaberg
The complainer can download the complaint form from VITRAN’s webpage at vitranvi.com. Once the complaint form is completed, it can be mailed or dropped off at the any nearest VITRAN Office.
Step 2 – The Territorial ADA Coordinator will then do a thorough investigation by meeting with the complainer and then meet with the bus operator in question, the bus operator supervisors, and Operations Manager before making an assessment and determination. The ADA Coordinator will then file a report.
Step 3 – Should the problem continue or the complainer doesn’t agree with the outcome or decision made, it will then be taken to the Paratransit Advisory Committee—Appeals and Grievance Committee. This decision is final.
Step 4 – After the final determination, a file will be created for each incident.
Fixed-Route User:
Step 1 – Initial Complaint should be filed by the complainer to the Territorial ADA Coordinator, Dept. of Public Works. The complaint can be filed by telephone, in person or by mail. Complaint forms can be obtained at the following locations:
St. Croix: Public Works Department 6002 Estate Anna’s Hope
St. Thomas: VITRAN 3016 Estate Contant
St. John: VITRAN 6 Susannaberg
The complainer can download the complaint form from VITRAN’s webpage at vitranvi.com. Once the complaint form is completed, it can be mailed or dropped off at the any nearest VITRAN Office.
Step 2 – The Territorial ADA Coordinator will do a thorough investigation by meeting with the complainer, the bus operator in question, the bus operator supervisors, and the Operations Manager before making an assessment and determination. The ADA Coordinator will then file a report.
Step 3 – Should the complainer still not agree with the outcome of the report, the complainer can then take this appeal to the Deputy Commissioner of Transportation to make his/her appeal regarding the complaint/problem. The decision made by the Deputy Commissioner of Transportation is final.
Note: “The Federal Transit Administration (FTA) encourages, but does not require, riders to first file complaints with their local transit agencies to give them an opportunity to resolve the issue.” [U.S. Department of Transportation/FTA]
