Complaint process

Customers can file a complaint by completing and submitting the customer comment form or by phoning Metro's general customer assistance at 202/637-1328 or MetroAccess at 301/562-5360 (TTY 301/588-7535). If dissatisfied with Metro's handling of your complaint, you may also request assistance under the Metro Ombudsman Program for Customers with Disabilities.

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:

1. Listen to an individual’s concerns and complaint.
2. Help an individual 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 their 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 recurring.