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1. How do you file a complaint?

You can call us at 907-459-1196, download and use our Americans with Disabilities Act (ADA) Complaint Form (PDF) or request a copy of the form by writing or phoning Fairbanks North Star Borough Transportation Department:
3175 Peger Road
Fairbanks, AK 99709

What to Include

You may file a signed, dated, and written complaint no more than 180 days from the date of the alleged incident. The complaint should include:

• Your name, address, and telephone number. (See Question 1 of the complaint form.)
• How, why, and when you believe you were discriminated against. Include as much specific, detailed information as possible about the alleged acts of discrimination, and any other relevant information. (See Questions 6, 7, 8, 9, 10, and 11 of the complaint form.)
• The names of any persons, if known, whom the director could contact for clarity of your allegations. (See Question 11 of the complaint form.)

Submit Your Complaint

Please submit your complaint form to:
Metropolitan Area Commuter System (MACS) Transportation Department
Transportation Director
3175 Peger Road
Fairbanks, AK 99709

2. Do you need complaint assistance?

If you are unable to complete a written complaint due to a disability or if the information is needed in another language we can assist you. Please email the Transportation Department or call the department at 907-459-1196.

3. How will your complaint be handled?

Metropolitan Area Commuter System (MACS) Transportation investigates complaints received no more than 180 days after the alleged incident. MACS Transportation will process complaints that are complete. Once a completed complaint is received, MACS Transportation will review it to determine if MACS Transportation has jurisdiction.

Investigation

MACS Transportation will generally complete an investigation within 90 days from receipt of a complaint. If more information is needed to resolve the case, MACS Transportation may contact you. Unless a longer period is specified by MACS Transportation you will have ten days from the date of the request to send the requested information. If the requested information is not received, MACS Transportation may administratively close the case. A case may also be administratively closed if you no longer wish to pursue it.

After the Investigation

After an investigation is complete, MACS Transportation will send you a letter summarizing the results of the investigation, stating the findings and advising of any corrective action to be taken as a result of the investigation. If you disagree with MACS Transportation determination, you may request reconsideration by submitting a request in writing to Fairbanks North Star Borough Human Resources Director within seven days after the date of the MACS Transportation letter, stating with specificity the basis for the reconsideration. The director will notify you of the decision either to accept or reject the request for reconsideration within ten days. In cases where reconsideration is granted, the director will issue a determination letter to the complainant upon completion of the reconsideration review.

4. Do I have other options for filing a complaint?

We encourage that you file the complaint with us. However, you may file a complaint with Alaska Community Transit or the Federal Transit Administration:
Federal Transit Administration
Office of Civil Rights
1200 New Jersey Avenue SE
Washington, DC 20590