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.
   • All customers will be notified of the outcome of the complaint investigation.
   • All customers have a right to appeal the findings of the investigation if they are not satisfied.
   • Metro's goal is to resolve all complaints within five business days, however some complaints may require additional investigation and follow-up time.

Metro Americans with Disabilities Act Ombudsperson

For additional support on accessibility-related complaints, customers may contact the Metro Americans with Disabilities Act Ombudsperson in the Office of ADA Policy and Planning (ADAP). The findings and responses of all investigations handled independently by ADAP 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 Americans with Disabilities Act Ombudsperson is as follows:

Barbara J. Milleville
Americans with Disabilities Act Ombudsperson
Office of ADA Policy and Planning
300 7th St SW
Washington, DC 20024
202-962-1100
TTY 202-962-3780
access@wmata.com