In the event of a rider complaint against the Dial-A-Ride Department or a staff member, the following procedure is to be followed:

1. The initial complaint, whether verbal or written, should be directed to the Transportation Director, within 10 working days.
2. If the rider is not satisfied with the resolution, an appeal can be directed to the North Township Chief Deputy within 10 working days.
3. If the rider is still not satisfied with the resolution, a final appeal to the North Township Trustee will be provided.

The attorney representing the Township can be brought into the negotiations for final resolution of the complaint at any time during the process.

All complaints and resolutions are to be documented in writing.