File a Civil Rights Complaint

Below is a list of different civil right complaints.  Please read the descriptions carefully to ensure you are submitting the correct form.  In addition to the online complaint form, a complaint can be submitted by:

  • Call the civil rights complaint hotline at (313) 223-2198 
  • For questions relating to route schedules, wait time, or general complaints please call SMART’s Customer Service phone number at (866) 962-5515
  • Mail complaint paper complaint form to:
    SMART's Civil Rights Department
    535 Griswold Street, Suite 600
    Detroit, MI 48226

Americans With Disabilities Act (ADA) Program

For: Passengers or Employees

The Americans with Disabilities Act of 1990 (ADA) gives civil rights protection to individuals with disabilities by guaranteeing equal opportunity for individuals with disabilities in public accommodation, employment, transportation, state and local government services, and telecommunications.

Example– A passenger who is mobility impaired believes a SMART driver prevented them from riding a bus by not providing appropriate assistance to them when they attempted to board, causing them to miss their trip.

ADA Complaint Form

Reasonable Accommodations Request

For: Current Employees or Job Applicants

A reasonable accommodation is assistance or changes to a position or workplace that will enable an employee to do his or her job despite having a disability. Under the American with Disabilities Act (ADA) employers are required to provide reasonable accommodations to qualified employees with disabilities, unless doing so would pose an undue hardship. A potential employee may request a reasonable accommodation during any stage of the hiring process.

Example (Current employee) – An employee who has a disability that restricts them to a wheelchair may request an adjustable-height or raised desk that allows their wheelchair to fit comfortably under a new workstation compared to an existing workstation.

Example (Applicant) – An applicant who has a vision impairment may request a job application in Braille or large font to alleviate the barriers they face in completing an electronic or traditional job application.

ADA Reasonable Accommodations Request Form

Disadvantaged Business Enterprise (DBE) Program

For: DBE Contractor Working with the Authority

The Disadvantaged Business Enterprise (DBE) program is a federal program designed to ensure firms owned and controlled by minorities, women, and other socially and economically disadvantaged persons have the opportunity to grow and become self-sufficient through participation in federally funded SMART contracts. In addition to a business being at least 51 percent owned by one or more individuals who are both socially and economically disadvantaged, a business must qualify as a small business as defined in Section 3 of the Small Business Act under the Small Business Administration regulations (13 CFR part 121) and be certified as a DBE through the Michigan Unified Certification Program (MUCP).

Example – A DBE vendor working as a subcontractor on a SMART project has not received payment as agreed to with the prime contractor for completed work. All normal methods to receive payment from the prime contractor have been utilized but the DBE vendor has not been paid.

DBE Program Complaint Form

Equal Employment Opportunities (EEO) Program

For: Current Employees or Applicants

Title VII of the Civil Rights Act of 1964 prohibits discrimination based on race, color, religion, gender, sexual orientation, or national origin in programs or activities which receive federal financial assistance. 

Example – An employee's co-worker sits uncomfortably close to her in meetings, and has made suggestive comments. He waits for her outside the women's bathroom and in the parking lot outside of work, and blocks her passage in the hallway in a threatening manner. He also repeatedly calls her after hours, sends personal emails, and shows up outside her apartment building at night.

EEO Program Complaint Form

Title VI Program

For: Contractors or Passengers

Title VI of the Civil Rights Act of 1964 is a federal law that prohibits employers from discriminating against employees on the basis of race, color, and national origin.

Example – A passenger believes the routing and scheduling of a recently established Fixed Route service is resulting in unequal access to the new bus stops for the residents of an adjacent neighborhood whose residents are predominantly minorities. 

Title VI Complaint Form

SMART Civil Rights Complaint Procedure

Customers can file a Title VI discrimination complaint via SMART’s Compliant Hotline at (313) 223-2198.  Complainants can also fill out a complaint form on line at smartbus.org or send their complaint to SMART through the mail to the address above.

 

Once a complaint is submitted (within 180 calendar days of discrimination occurrence) the Suburban Mobility Authority for Regional Transportation’s (SMART’s) DBE/EEO department will record and proceed to investigate the complaint.

 

All complaints will be followed up within three business days upon receipt.

 

The investigator may interview any individual(s) named as witnesses and any other individual(s) who may have information pertaining to the complaint lodged.  Documents that are related to the complaint may be reviewed.  Failure of the complainant to respond to request from the investigator may result in a dismissal of the complaint.

 

SMART’s DBE/EEO department makes every effort to promptly resolve any complaint; however, the process may vary on a case by case basis.  The complainant will receive a final written notice; which shall be approved by authorized representatives of the DBE/EEO department.

 

If the complainant disagrees with the response or decision, a written notice can be sent directly to the U.S. Department of Transportation:

 

                      U.S. Department of Transportation

                      Attention: Office of Civil Rights

                      1200 New Jersey Avenue, S.E.

                      Washington, D.C.  20590