The Southern California Regional Rail Authority (SCRRA), operator of Metrolink commuter train service, is committed to ensuring that no person is excluded from participation in, or denied the benefits of its transit services on the basis of race, color or national origin, as protected by Title VI of the Civil Rights Act of 1964. If you believe you have been subjected to discrimination under Title VI, you may file a written complaint with Passenger Services, Metrolink, P.O. Box 531776, Los Angeles, CA 90053-1776, call Metrolink at (800) 371-5465 (LINK) or by e-mail on this website under "Contact Us".
Title VI prohibits discrimination on the basis of race, color, and national origin in programs and activities receiving Federal financial assistance.
The Southern California Regional Rail Authority (SCRRA) is committed to ensuring that no person is excluded from participation in, or denied the benefits of its transit services on the basis of race, color, or national origin, as protected by Title VI of the Civil Rights Act of 1964. If you believe you have been subjected to discrimination under Title VI, you may file a complaint.
You must file a signed, written complaint within one hundred and eighty (180) days of the last date of alleged discrimination. The complaint should include the following information:
The complaint may be filed in writing with SCRRA as follows:
P.O. Box 531776
Los Angeles, CA 90053-1776
Complainants may also use the following to initiate the filing of a complaint:
By e-mail on Metrolink’s website:
Metrolink Passenger Services
(800) 371-5465 (LINK) (toll free)
TTY for people who are hearing and/or speech impaired (800) 698-4TDD
The Passenger Services Department will assist with writing a complaint if the complainant is unable to do so.
All complaints alleging discrimination based on race, color or national origin in a service or benefit provided by Metrolink will be recorded in the Customer Database and electronically assigned an ID number by the Passenger Services Department.
The SCRRA Passenger Services Department reviews all customer feedback and researches complaints alleging discrimination based on race, color or national origin in a service or benefit. The Customer Relations Manager will provide appropriate assistance to complainants, including people with disabilities, or who are limited in the ability to communicate in English.
In instances where additional information is needed for assessment or investigation of the complaint, a SCRRA Customer Service Representative will contact the complainant in writing within 15 working days. Failure to provide the requested information by a certain date may result in the administrative closure of the complaint.
Passenger Services Department staff will investigate the complaint and prepare a draft written response subject to review by the Customer Service Department management, subject to review by the SCRRA CEO and SCRRA General Counsel.
Metrolink will send a final written response to the complainant and advise the complainant of his or her right to file a complaint externally. Metrolink will use its best efforts to respond to Title VI complaints within 60 working days of its receipt of such complaints.
In addition to the complaint process at Metrolink, individuals and organizations may also file a complaint by completing a Federal Transit Administration Office of Civil Rights Title VI complaint form. Complaints should be signed and include contact information and should be sent to:
Federal Transit Administration Office of Civil Rights
Attention: Title VI Program Coordinator
East Bldg, 4th & 5th Floors
1200 New Jersey Ave SE
Washington, DC 20590