Civil Rights

Title VI of the Civil Rights Act of 1964

The Southern California Regional Rail Authority (SCRRA), operator of Metrolink commuter train service, 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 of the Civil Rights Act of 1964. If you believe you have been subjected to discrimination under Title VI, you may file a written complaint with Customer Service, Metrolink, P.O. Box 531776, Los Angeles, CA 90053-1776, call Metrolink at (800) 371-5465 (LINK) or send a letter.  For further information, please go to www.metrolinktrains.com under the "Contact Us" section at the bottom of the webpage.

  Metrolink Notice of Civil Rights


What is Title VI of the Civil Rights Act of 1964?

Title VI prohibits discrimination on the basis of race, color, and national origin in programs and activities receiving Federal financial assistance.

The Southern California Regional Rail Authority (SCRRA) 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 of the Civil Rights Act of 1964. If you believe you have been subjected to discrimination under Title VI, you may file a complaint.


How do I file a Title VI Complaint?

You must file a signed, written complaint within one hundred and eighty (180) days of the last date of alleged discrimination. The complaint should include the following information:

  Title VI Complaint Form
 

The complaint may be filed in writing with SCRRA as follows:

Customer Service
Metrolink
P.O. Box 531776
Los Angeles, CA 90053-1776

Complainants may also use the following to initiate the filing of a complaint:

By e-mail on Metrolink’s website:
http://www.metrolinktrains.com

By telephone:
Metrolink Customer Service
(800) 371-5465 (LINK) (toll free)
TTY for people who are hearing and/or speech impaired (800) 698-4TDD

The Customer Service Department will assist with writing a complaint if the complainant is unable to do so.


To view complaint procedure instructions in other languages:

Language Download
Armenian (Հայերեն)  PDF
Chinese (Simplified) (简体中文)  PDF
Chinese (Traditional) (繁體中文)  PDF
Farsi (فارسی)  PDF
Japanese (日本語)  PDF
Korean (한국어)  PDF
Spanish (Español)  PDF
Tagalog  PDF
Vietnamese (Tiếng Việt)  PDF

 

What happens to my complaint after it is submitted to Metrolink?

All complaints alleging discrimination based on race, color or national origin in a service or benefit provided by Metrolink will be recorded in the Customer Database and electronically assigned an ID number by the Customer Service Department.

The SCRRA Customer Service Department reviews all customer feedback and researches complaints alleging discrimination based on race, color or national origin in a service or benefit. The Customer Relations Department will provide appropriate assistance to complainants, including people with disabilities, or who are limited in the ability to communicate in English.

In instances where additional information is needed for assessment or investigation of the complaint, a SCRRA Customer Service Representative will contact the complainant in writing within at least 15 working days. Failure to provide the requested information by a certain date may result in the administrative closure of the complaint.

Customer Service Department staff will investigate the complaint and prepare a draft written response subject to review by the Customer Service Department management, subject to review by the SCRRA CEO and SCRRA General Counsel.


How will I be notified of the outcome of my complaint?

Metrolink will use its best efforts to respond to Title VI complaints within 60 working days of its receipt of such complaints.

In addition to the complaint process at Metrolink, individuals and organizations may also file a complaint by completing a Federal Transit Administration Office of Civil Rights Title VI complaint form. Complaints should be signed and include contact information and should be sent to:

Federal Transit Administration Office of Civil Rights
Attention: Title VI Program Coordinator
East Bldg, 4th & 5th Floors
1200 New Jersey Ave SE
Washington, DC 20590