Filing Complaints with Access Services Inc. (ASI)

Why Should I File A Complaint With ASI?  

It is important to file a complaint with ASI when you experience poor service.  Complaints help ASI and providers know when there are problems that need to be fixed, and help improve services for everyone.  

When Should I File A Complaint With ASI?

You should file a complaint with ASI after experiencing any service problem, including but not limited to:

• Late pick-ups or “no-shows”        
• Issues related to the use of a service animal        
• Issues related to the use of an attendant        
• Problems or mistakes in placing a reservation (e.g. trip denials, long hold times)        
• Inappropriate conduct by drivers, reservationists or other personnel        
• Incorrect fare is charged        
• Excessive travel time for a trip as compared to the same trip on a bus (including problems with shared rides        
• Retaliation        
• Obtaining a false estimated time of arrival from a provider who knew it was false        
• Suspected violations of any other law (including but not limited to criminal laws and anti-discrimination statutes like the ADA and Unruh Act)        
• Suspected violations of ASI policy        
• Abuse of the system by other riders

There is no limit on the number of complaints you can file. However, complaints are taken seriously and considerable staff time is devoted to their investigation and resolution. You should exercise your reasonable judgment as to the seriousness of the matter before making your complaint  

Can Complaints Help Me With Immediate Service Problems?

ASI’s complaint process cannot help you with immediate service problems.  If you are experiencing an immediate service problem, you need to contact the Operations Monitoring Center (OMC).  After your immediate need has been addressed you can report your experience using the complaint process.  The phone numbers for OMC and Customer Service are listed on your Wallet Cards.

How Do I File A Complaint With ASI?

Complaints can be filed in one of three ways:

1.   CALL 

ASI Customer Service Department 
Monday – Friday, 8:00AM to 5:00PM
Phone:   1-800-827-0829 (Press 1)
TDD:     1-800-827-1359 

2.   WRITE

ASI Customer Service Department 
P.O. Box 71684 
Los Angeles 90071

3.   ON-LINE COMMENT FORM:

English: Click Here or Spanish: Click Here 

What Information Should I Include In My Complaint?

Your complaint should be filed as soon as possible after your bad experience, and should include as much information as possible. Include things like:

• Your name and contact information (address/phone/e-mail);
• Your rider ID number;
• The date, time, and location of the event you are complaining about;
• The name of the any other people involved (receptionists, drivers, other ASI staff, any of your friends or family members who witnessed the problem);
• A summary of the problem and any harm it caused you;
• Your preference on how you want to be responded to (ie. phone call or writing)..

It is important to keep a copy of any complaint you file for your own records.  

What Happens Once My Complaint Is Filed?

1.    Your complaint is entered into a computer system that tracks problems with ASI and its providers.

2.    What happens to your complaint after it is entered into ASI’s computer system really depends on facts of your situation.  For more information see: “Complaint Process Flow Chart - Overview".  Please select version -     PDF        DOC

What Happens If My Provider Retaliates Against Me For Filing A Complaint?

ASI does not tolerate retaliation against riders.  If you file a complaint and are later retaliated against, you should file another complaint with ASI to report that retaliation.