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Complaints that allege discrimination based on race, color or national origin while using TheBus services provided by DTS through OTS will be recorded in the Discrimination Complaint Log and immediately assigned a complaint number by DTS, Public Transit Division, Fixed Route Operations (FRO).
FRO will review the Title VI complaint and will provide appropriate assistance to complainants, including those persons with disabilities, or who have limited English proficiency (LEP).
DTS will contact the complainant in writing within 15 working days for additional information, if needed to investigate the complaint. If the complainant fails to provide the requested information by a certain date, the complaint could be administratively closed.
DTS will investigate a formal Title VI complaint within ten (10) working days of receiving the complaint. Based upon all of the information received, DTS will prepare a draft written response subject to review by City & County of Honolulu's Corporation Counsel.
Corporation Counsel will determine if the complaint may be administratively closed after the draft is written, or if a final written response is needed. If a final written response is needed, DTS will send the response to the complainant and advise the complainant of his/her right to file a complaint externally.
The complainant also will be advised of his/her right to appeal the response to federal and state authorities as appropriate. DTS will diligently attempt to respond to a complaint within sixty (60) working days of its receipt by DTS, unless it was also filed with an outside agency, as noted above. | 