Office of Investigations

All complaints to the Special Education Division of Transportation (DOT) must be made by calling the Parent Call Center or the Office of Investigations, or by sending a letter to the Office of the Director of Student Transportation. All DOT employees should refer all complaints to the Office of Investigations. A designated Compliance Intake Specialist will receive complaints regarding transportation services (as well as for accident/incident reports). If a Customer Service Representative receives a call from an individual that wants to report a complaint (or an accident/incident), she/he should immediately transfer the caller to a designated Compliance Intake Specialist. If the Customer Service Representative is unsure whether the caller wishes to file a complaint, she/he should ask the caller if they would like to file a complaint.

Upon receiving the transferred call, the Intake Specialist will solicit information from the complainant, or person reporting an accident/incident, according to the specified intake form. The caller’s responses will be entered into a database tracking tool as they are received. The supervisor of the Office of Investigations will assign each complaint to an Investigator who will then investigate the complaint and provide a report to the supervisor that made the assignment. The supervisor will approve correspondence with the complainant that responds to the complaint. The supervisor will not consider a case closed until it has been thoroughly investigated and the person making the report has been contacted by phone with the results of the investigation. If attempts to contact the complainant by phone are unsuccessful on three consecutive business days a written response to the complaint will be mailed to the complainant and the case will be closed.