You have the right to file a complaint with Metro if you believe you have been discriminated against regarding the receipt of benefits or services because of race, color, national origin, sex, age, disability or income level. Complaints based on any other issue will be directed to the appropriate department or agency for resolution. Federal law prohibits intimidation or retaliation of any kind for filing a complaint.
Metro's Title VI complaint process
Metro maintains a log of all complaints received with potential Title VI compliance implications. Complaints must be filed within 180 days of the alleged discriminatory event or practice. Metro encourages complainants to contact Metro’s Title VI Specialist if they need assistance, alternate formats, or translation support. Metro will confirm receipt of complaint within 10 working days.
Formal Title VI compliant investigation procedures are conducted by external agencies. Metro routes all formal complaints to the Oregon Department of Transportation (ODOT) Office of Equity and Civil Rights. After ODOT review, each formal complaint routes through the Federal-aid highway oversight hierarchy until they reach the Federal Highway Administration Headquarters Office of Civil Rights (HCR).
- HCR conducts all determinations regarding whether to accept, dismiss, or transfer Title VI complaints filed against State DOTs or Subrecipients of Federal financial assistance.
- When HCR decides on whether to accept, dismiss, or transfer the complaint, HCR will notify the Complainant, the FHWA Division Office, State DOT, and Subrecipient (where applicable).
- Complainants have the right to file with external agencies, the right to appeal, and experience non-retaliation by Metro staff. External agencies are listed in the following section.
How to submit a complaint
You have alternative options to file a Title VI complaint:
- Oregon Department of Transportation Office of Equity and Civil Rights
- Federal Highway Administration or Federal Transit Administration
- U.S. Department of Transportation
- U.S. Department of Justice
Formal complaint requirements
A person must file a complaint no more than 180 calendar days after either the date of the alleged act of discrimination, or the date when the person(s) became aware of the alleged discrimination. The complaint must:
- be in writing and signed or affirmed by the person filing the complaint
- include the date of the alleged act of discrimination (date when the person(s) became aware of the alleged discrimination, the date on which that conduct was discontinued, or the date of the latest instance of the conduct)
- provide a detailed description of the issues, including names and job titles of those individuals perceived as parties to the incident.
Submitting complaints to Metro
Submit complaints of discrimination based on race, color, national origin, sex, age, income level or limited English proficiency to Metro via one of the following methods:
- Discrimination complaint form
- Email to [email protected]
- Fax to 503-797-1797
- Mail to Title VI Specialist, Metro, 600 NE Grand Ave., Portland, OR 97232
- Verbally by telephone to 503-797-1555 or 503-797-1804 TDD
- Verbally in person at 600 NE Grand Ave., Portland
Submit complaints of discrimination because of disability via one of the following methods:
- Online form
- Email to [email protected]
- Mail to Heather Buczek, ADA coordinator and Accessibility Program Manager, Metro, 600 NE Grand Ave., Portland, OR 97232
- By telephone to 971-940-3157 or 503-797-1804 TDD
- In person at 600 NE Grand Ave., Portland
Complaints will reserve the date of receipt as the filing date. Verbal complaints will be put into writing and provided to complainant for revision or confirmation, and signature or affirmation before processing.
Complaint dismissal
The Title VI coordinator or ADA coordinator may dismiss a complaint without investigation if:
- The complaint is not filed within the 180-day time limit.
- The complaint is withdrawn.
- The complainant fails to provide required information after repeated requests.
- The complainant is anonymous or person who filed the complaint cannot be located after reasonable attempts.
Complaint review
Upon receipt of the complaint, the ADA coordinator will ensure that the complaint includes all necessary information, is timely and is within Metro's jurisdiction, usually within five calendar days of the receipt. The coordinator may refer complaints against Metro to the Oregon Department of Transportation Office of Civil Rights for investigation. If the complaint is incomplete, the coordinator will contact the person who filed the complaint for additional information. The person who filed the complaint will be given 10 calendars days to respond to the request for additional information.
Investigation notification
After determining Metro will accept the complaint for investigation, the ADA coordinator will assign case number and log the complaint, its basis, alleged harm and the disability, age and sex of the complainant, as appropriate. The coordinator will send a notification letter and consent form to the complainant and, if Metro is not the subject of the complaint, send a notification letter to that person, company or agency. The subject of the complaint has 10 calendar days to respond to the allegation in writing. The coordinator will then investigate the complaint in coordination with the Office of Metro Attorney and Metro's Chief Operating Officer.
Resolution and notification
Metro attempts to complete all ADA complaint investigations within 60 calendar days of receipt of the complaint. At the completion of the investigation, Metro will notify the parties of the results of the investigation and submit the final investigative report and a copy of the complaint to Oregon Department of Transportation, Federal Highway Administration or Federal Transit Administration, as appropriate.