Sound Generations is committed to ensuring that no person is excluded from participation in, or denied the benefits of its transit services on the basis of race, color, or national origin, as protected by Title VI in Federal Transit Administration (FTA) Circular 4702.1.B.
If you believe you have been subjected to discrimination under Title VI, you may file a complaint.
CUSTOMER COMMENT-COMPLAINT POLICY
Sound Generations is committed to providing reliable, safe, and satisfying transportation options for the community. Customers of Sound Generations are a fundamental aspect of our business and as such, their feedback is crucial to the growth and development of the agency.
The Sound Generations Customer Complaint Policy has been established to ensure that riders of the system have an easy and accessible way to provide feedback to the agency. Sound Generations is open to hearing any customer feedback including complaints, comments, suggestions, or concerns.
Contacting Sound Generations: Riders can contact our Hyde Shuttle Program in the following ways:
- US Mail: Riders can mail their feedback to Sound Generations, 2208 2nd Avenue, Suite 100, Seattle, WA 98121. You can ask your driver for a postage paid envelope.
- Feedback Line: Riders can contact Sound Generations and either leave a message or talk to someone directly at 206 448-5757.
- E-mail: Riders can contact Sound Generations by e-mail at info@SoundGenerations.org
- Language Line: For riders who speak a language other than English, Sound Generations will utilize the services of the Language Line to facilitate the call.
Feedback Review Process: All feedback from customers is valued and will be reviewed by the Customer Service Manager. After review, we will distribute the customer communication to the appropriate staff person at the Hyde Shuttle Program.
- Customer concerns, complaints, employee commendations or system modifications will be forwarded to the Program Director.
- Questions regarding discrimination or bias will be sent to the agency Equal Opportunity Officer.
Feedback Acknowledgement: Anyone who submits a comment, complaint, or service suggestion to Sound Generations shall receive a response provided they give legible contact information.
- Feedback sent via mail will receive a response within seven business days.
- E-mail or phone originated messages will be returned with 72 hours
Customer Appeals Process: Any person who is dissatisfied with the response they receive from Sound Generations is welcome to appeal the decision. A review team consisting of the Chief Executive Officer and Chief Operating Officer will review customer appeals.
Information about Policy: Information about the Customer Comment-Complaint Policy, including how to submit a complaint, will be made available to riders:
- When customers begin using our service in the form of the Rider Guide.
- On comment cards available on all transportation vehicles
- Annual customer satisfaction survey
- On the website
- Notice posted at our administrative offices
Reporting: The Program Director shall review a summary of rider responses created by our IT staff and share with Hyde Shuttle employees for use in reviewing and evaluating service.
Tracking: Sound Generations shall maintain a tracking system for all feedback from customers that provides a unique identification of each customer communication and allows ready access to information on the status of the comment at any time.
Protection from Retribution: Customers of Sound Generations should be able to submit feedback without fear of retribution from the agency. If a rider feels like they are being treated unfairly in response to the feedback that they provided, they should contact the Chief Operating Officer at Sound Generations by calling or emailing the contact information listed in the first section. Sound Generations will appropriately discipline any employee that retaliates against a customer.
Title VI of the Civil Rights Act of 1964 prohibits discrimination on the basis of race, color and national origin in programs and activities receiving Federal financial assistance. Sound Generations is committed to ensuring that no person is excluded from participation in, or denied the benefits of its transit services on the basis of race, color, or national origin, as protected by Title VI in Federal Transit Administration (FTA) Circular 4702.1.B. If you believe you have been subjected to discrimination under Title VI, you may file a complaint.
For more information on Sound Generation’s civil rights program and the procedures for filing a complaint, contact our Chief Operating Officer at 206 448-5757 or email info@SoundGenerations.org or visit our administrative offices at 2208 2nd Avenue, Seattle, WA 98121. We also have the information posted on our website www.soundgenerations.org under Equity Works.
You may file a complaint directly with the Federal Transit Administration by sending a letter to the Office of Civil Rights, Attention Title VI Program Coordinator, East Building, 5th Floor-TCR, 1200 New Jersey Ave, SE, Washington, DC 20590
AMERICANS WITH DISABILITIES ACT
The Americans with Disabilities Act (ADA) is civil rights legislation that requires persons with disabilities receive transportation services equal to those available on the fixed route service.
Our policy is that Sound Generation’s services, programs, facilities, and communication, whether provided directly or by a contracted service provider, are readily accessible and usable to individuals with disabilities to the maximum extent possible. 49 CFR 37.105
Requests for modification of Sound Generation’s policies and practices to accommodate a person with a disability may be made either in advance or at the time of service.