Customer Complaint Process

  1. Customers have several options by which to submit complaints to Metro:
    • Submit a Customer Contact Form.
    • Call Customer Support at 202-GO-METRO (Mon - Fri, 7 am - 8 pm, and Sat - Sun, 8 am - 8 pm).
    • Submit a paper comment form, which are available at all Metrorail station kiosks.
  2. All complaints will be entered and tracked in Metro's Customer Relationship Management database.
  3. All customers will receive an initial acknowledgement of their complaint within five business days, and where possible complaints will be resolved on the first contact.
    • Customer complaints requiring follow-up will be notified of the outcome of the complaint investigations.  
    • Customers have the right to request more information on their complaint if they are not satisfied with the received response.
    • Metro's goal is to resolve all complaints within five business days, however some complaints may require additional investigation and follow-up time.

Metro Accessibility Compliance Advisor

For additional support on accessibility-related complaints, customers may contact the Metro Accessibility Compliance Advisor in Systemwide Accessibility. The findings and responses of all investigations handled independently by Systemwide Accessibility will be submitted to the Customer Relationship Management database for inclusion in the record created following the customer's initial complaint. Contact information for the Accessibility Compliance Advisor is as follows:

Barbara J. Milleville
Accessibility Compliance Advisor
Systemwide Accessibility
300 7th St SW
Washington, DC 20024
202-962-1100
TTY 202-962-3780
access@wmata.com

To appeal the findings if unsatisfied with the resolution, you may contact:

Vice President, Systemwide Accessibility
300 7th Street, NW
Washington, DC 20024
ADA_Appeal@wmata.com
202-962-1100
TTY 202-962-3780

The Metro Accessibility Compliance Advisor can lend the following assistance:

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

Your Rights & Responsibilities

You have a right to:

  • Reliable service
  • Safe service
  • Courteous, clean, and dependable service
  • Accessible service
  • Assistance upon request
  • Be notified of significant service delays
  • File a complaint if you are not satisfied with service being provided
  • A prompt investigation and effective resolution

You have a responsibility to:

  • Be courteous and respectful to Metro Bus and Metro Rail operators and Metro Rail station managers.
  • Follow the rules of behavior that all passengers must follow.
  • Ask the Metro Rail station manager, Metro Bus driver or Metro Rail operator any questions you may have or to request any assistance that may be required.
  • Pay your fare to use Metro Bus and Metro Rail.
  • Use caution when the Metro Rail or Metro Bus vehicle is in motion.