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Grievance /  Suggestions and Complaints

Grievance Procedures

If a passenger is not satisfied and/or disagrees with a decision such as eligibility for a program, has a complaint about service delivery, or disagrees with a no-show/cancellation violation determination, the passenger has the option of filing a grievance or to request an appeal.

STEP ONE:

Contact the Administration General Manager of Collier Area Transit. The General Manager will investigate your concern and provide you a written response within 14 Days after the appeal is received.

General Manager

Collier Area Paratransit

8300 Radio Road

Naples, FL 34104

Telephone: 239-252-7777 or 252-4997

Fax: 239-252-5753

 

STEP TWO:

Contact the Collier County Public Transit & Neighborhood Enhancement (PTNE) Division Director.  The PTNE Directior will investigate your concern and provide you a written response within 14 Days after the appeal is received.

Public Transit & Neighborhood Enhancement Director

3299 East Tamiami Trail, Suite 103

Naples, Florida   34112

Phone :  239-252-5840 (Front Desk)

mailto:GoCATbus@colliergov.net

 

STEP THREE:

Contact the Collier County Metropolitan Planning Organization to request a formal hearing before the Local Coordinating Board (LCB).  The item will be placed on the next available LCB meeting for their consideration.  The Appellant’s attendance at that meeting is encouraged. Once the LCB hears the appeal and makes a determination, a written notification of the appeal determination will be provided.

Collier County Metropolitan Planning Organization Executive Director

2885 South Horseshoe Drive

Naples, Florida 34104

Phone:  239-252-8192 (Front Desk)


Any person may also call the Florida Commission for the Transportation Disadvantaged Ombudsman Hot Line: 1-800-983-2435.

Suggestions and Complaints

All complaints and suggestions about Collier Area Paratransit transportation should be reported to the Public Transit & Neighborhood Enhancement (PTNE) Division. Please be specific and give relevant details regarding the trip. Share concerns about specific rides or incidents as soon after the actual occurrence as possible. Every complaint will be investigated.

Click here to use our online customer service system, or email us.

Suggestions or complaint may also be filed at:

Public Transit & Neighborhood Enhancement (PTNE) Division3299 Tamiami Trail East, Suite 103Naples, Florida 34112

239-252-5840

or 

Collier Area Paratransit
8300 Radio Road
Naples, Florida 34104
239-252-7272

 

For information and reservations for the hearing impaired please contact the Florida Relay for ASCII callers at 1(855)955-1339.