File a Complaint

You may file a complaint by calling the Parent Call Center or sending a letter to the Office of the Director of Student Transportation regarding any aspect of your child’s transportation services. You have several options to make a complaint if you believe that your student is not receiving appropriate special education transportation services. Complaints can come from the parent, guardian, students, counsel, advocate, school, any related service providers and any other party who may observe a violation of DOT policy in delivering safe and appropriate transportation services. The DOT is required to investigate thoroughly all complaints and incidents. Every complaint or incident is assigned to an OI Investigator to investigate.

Complaints and incidents considered a priority that are investigated immediately include:

• Issues affecting the health and safety of students
• Issues that may interfere with students’ ability to benefit from educational services
• Failure to transport students
• Drop-off or pick-up of students at wrong locations, or releasing students to unauthorized persons.
• Improper or inadequate Driver or Attendant behavior

All Drivers and Attendants have completed DOT training requirements designed to assist them in providing quality transportation services to your child based on his/her needs. Drivers and Attendants have been instructed not to engage in confrontations with parents related to transportation complaints. Instead, parents must use the procedures here for addressing all transportation related complaints.

Priority complaints and incidents are investigated immediately, and a status report is submitted to the Director of Investigations within two (2) working days of receipt of such a complaint. All other complaints and incidents are given prompt follow-up and a status report is submitted within five (5) working days of the receipt of the complaint. Parents/guardians of any students involved and the school are notified immediately of the outcome of investigation by telephone and/or in person. Follow up reports are completed no later than thirty (30) days from receipt of the complaint.
The OI staff, in conjunction with the DSE staff, and if necessary, OSSE Counsel, shall ensure that confidentiality requirements for students, parents, and school and transportation personnel are fully satisfied.

To make a written complaint:

• Use the the following document: Complaint/Comment Form [PDF]
• Complete all information thoroughly
• Fax a copy to the PCC at 202-576-5244