
		Dunn Loring-Merrifield: Trains are sharing the same track between Vienna and West Falls Church stations due to scheduled track maintenance.	All Advisories Elevator Status

Accessibility

Accessibility overview

Ombudsman Program

Your Rights & Responsibilities

Your Rights:

Your right to reliable service
Your right to safe service
Your right to courteous, clean and dependable service
Your right to accessible service
Your right to assistance upon request
Your right to be notified of significant service delays
Your right to file a complaint if you are not satisfied with service being provided
Your right to a prompt investigation and effective resolution

Your Responsibilities:

Your responsibility to be courteous and respectful to Metrobus and Metrorail operators and Metrorail station managers
Your responsibility to follow the rules of behavior that all passengers must follow
Your responsibility to ask the Metrorail station manager, Metrobus and Metrorail operator any questions that you may have or to request any assistance that may be required
Your responsibility to pay your fare to use Metrobus and Metrorail
Your responsibility to use caution when the Metrorail or Metrobus vehicle is in motion

Important Contacts

Customer information	202-637-7000 (TTY 202-638-3780)
Elevator Status and Service Disruptions	202-962-1212 (TTY 202-638-3780)
Elevator Outages/MetrorailShuttle Service	202-962-1825 (TTY 202-638-3780)
Reduced Fare Program For Persons with Disabilities	202-962-1245 (TTY 202-628-8973)
Lift-Equipped Metrobus Service	202-962-1825 (TTY 202-638-3780)
Office of ADA Programs	202-962-1100 (TTY 202-962-2033)
Bus and Rail System Orientations	202-962-1558 (TTY 202-962-2033)

Complaint Process

Customer comment form

Metro Ombudsman Program for Customers with Disabilities
Those filing complaints about fixed-route Metrobus or Metrorail service must use Metro’s complaint process to resolve complaints before requesting the intervention of the Metro Ombudsman Program For Customers with Disabilities.

If you can document that you have tried to resolve your concerns and complaints related to fixed-route Metrobus or Metrorail service through the Metro complaint process and have not met with a satisfactory resolution, you may contact the Metro Ombudsman Program For Customers with Disabilities at:

Office of Americans with Disabilities Act Programs (ADAP)
Metro Ombudsman Program For Customers with Disabilities
600 Fifth Street, NW
Washington, DC 20001
202-962-1100
TTY 202-962-2033
FAX 202-962-2722

Please note that the Metro Ombudsman Program For Customers with Disabilities only deals with concerns related to the fixed-route Metrorail and Metrobus systems, and does NOT handle complaints and concerns related to MetroAccess.

Procedures for receiving and handling complaints by the Metro Ombudsman Program for Customers with Disabilities are designed to be as user-friendly as possible. Complaints may be made in writing by mail or fax and by telephone or TTY.

The Metro Ombudsman Program for Customers with Disabilities can lend the following assistance:

Listen to an individual’s concerns and complaint.
Help an individual understand their rights and responsibilities, as well as their options.
Refer an individual to others within or outside of Metro who might be able to lend assistance.
Make inquiries on an individual’s behalf and obtain responses to their questions.
Help present an individual’s complaint to the parties responsible for resolution.
Mediate between an individual and other parties to a conflict to bring about a mutually agreeable outcome.
Recommend changes in policies, procedures and practices to prevent similar problems from recurring.