Complaint Categories
Fayette Area Coordinated Transportation (FACT) has a general log that tracks concerns, compliments and complaints. Following are the categories for the general log:
- Carrier/Agency
- Completed By
- Date of concern, compliment or complaint
- Description/Nature of concern, compliment or complaint
- Follow-up date
- Investigation Response
- Program
- Resolution
Americans with Disabilities Act (ADA) Concerns & Complaints
FACT has updated its log for ADA concerns and complaints. Following are the additional categories:
- Additional time (maximum 30 calendar days from receipt of complaint
- Complainant name and contact information
- Complaint retention date (5 years from complaint close date)
- Date appeal determination due (10 calendar days from receipt of appeal)
- Date appeal due (30 calendar days from response received by complainant)
- Date appeal received
- Date complaint closed
- Date response due (10 calendar days from receipt of complaint)
- Date response sent
- Date response to appeal sent
- Description of appeal response
- Investigator/Responder
- Location of complaint
- Method of written response (email, U.S. Postal Mail)
- Summary of response