The City of St. George grants all citizens equal access to all its transportation services. It is further the intent of the City that all citizens are aware of their rights to such access. 

SunTran's Complaint and Investigation Procedures
These procedures cover all complaints filed under Title VI of the Civil Rights Act of 1964, which prohibits discrimination on the basis of race, color and national origin. These procedures do not deny the right of the complainant to file formal complaints with other state or federal agencies or to seek private counsel for complaints alleging discrimination. Every effort will be made to obtain early resolution of complaints at the lowest level possible. The option of informal mediation meetings(s) between the affected parties and the City of St. George, SunTran, may be utilized for resolution. Any individual, group of individuals, or entity that believes they have been subjected to discrimination prohibited under Title VI may file a complaint. 

The following measures will be taken to resolve Title VI complaints: 

1. A formal complaint must be filed within 180 days of the alleged occurrence. Complaints shall be in writing and signed by the individual or his/her representative, and will include the complainant's name, address and telephone number; name of the alleged discriminating official, basis of complaint (race, color, national origin), and the date of alleged act(s). A statement detailing the facts and circumstances of the alleged discrimination must accompany all complaints. The preferred method is to file your complaint in writing and sending it to: 

Sharon Hokanson, Human Resources Director
City of St. George, SunTran
175 East 200 North
St. George, Utah 84770

2. In the case where a complainant is unable or incapable of providing a written statement, a verbal complaint of discrimination may be made to the City of St. George's Human Resources Director. Under these circumstances the complainant will be interviewed, and the Human Resources Director will assist the complainant in converting the verbal allegations to writing. 

3. When a complaint is received, the Human Resources Director will provide written acknowledgment to the complainant within ten (10) days by certified mail. 

4. If a complaint is deemed incomplete, additional information will be requested, and the complainant will be provided sixty (60) business days to submit the required information. Failure to do so may be considered good cause for a determination of no investigative merit. 

5. Within fifteen (15) business days from receipt of a completed complaint, the City of St. George will determine its jurisdiction in pursuing the matter and whether the complaint has sufficient merit to warrant investigation. Within five (5) days of this decision, the City of St. George's Human Resources Director or his/her authorized designee will notify the complainant by certified mail, informing them of the disposition. 

a. If the decision is not to investigate the complaint, the notification shall specifically state the reason for this decision. 

b. If the complaint is to be investigated, the notification shall state the grounds of the City of St. George's jurisdiction, while informing the parties that their full cooperation will be required in gathering additional information and assisting the investigator. 

6. When the City of St. George does not have sufficient jurisdiction, the Human Resources Director or his/her authorized designee will refer the complaint to the appropriate state or federal agency holding such jurisdiction. 

7. If the complaint has investigative merit, the Human Resources Director or his/her authorized designee will instruct the Transit Manager to fully investigate the complaint. A complete investigation will be conducted, and an investigative report will be submitted to the Human Resources Director within sixty (60) days from receipt of the complaint. The report will include a narrative description of the incident, summaries of all persons interviewed, and a finding with recommendations and conciliatory measures where appropriate. If the investigation is delayed for any reason, the Human Resources Director, in conjunction with the Public Works Services Administrator, will notify the appropriate authorities, and an extension will be requested. 

8. The Human Resources Director or his/her authorized designee, in conjunction with the Transit Manager, will issue letters of finding to the complainant within ninety (90) days from receipt of the complaint. 

9. If the complainant is dissatisfied with the City of St. George's resolution of the complaint, he/she has the right to file a complaint with the Federal Transit Administration at the following address: 

Federal Transit Administration - Region 8
Attention: Civil Rights Officer
12300 West Dakota Avenue - Suite 310
Lakewood, Colorado 80228
720-963-3300
Fax: 720-963-3333


FTA complaint procedures can also be found at the FTA website at: www.fta.dot.gov. These procedures are also outlined in FTA Circular 4702.1A, Chapter IX.



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