Frequently Asked Questions - Complaints


Who may file a complaint with the OIG?

What kind of complaints does OIG investigate?

Does the OIG investigate individuals or companies that conduct business with the MTA?

How do I file a complaint with the OIG?

How soon after lodging a complaint can I expect a response?

If I don’t give you my name, am I able to follow up on the status of my complaint?

How do I file a service-related complaint concerning an MTA agency?

Where can I retrieve an item lost on MTA property?

Where can I file a claim for personal injury or property damage occurring on MTA property or involving an MTA bus or train?

There is an issue with my EZ Pass. What should I do?

There is an issue with my MetroCard. What should I do?

I have an issue with Select Bus Service (SBS). What should I do?

I have an issue about Paratransit (Access-A-Ride) service. What should I do?

 

Who may file a complaint with the OIG?

Anyone.

What kind of complaints does OIG investigate?

Any fraud, waste, or abuse relating to the MTA. Specific types of complaints we have investigated include:

  • Fraud and other criminality
  • Safety
  • Enhancing customer service
  • Procurement issues
  • Worker productivity/overtime abuse
  • Nepotism and other ethical misconduct
  • Operational efficiency:
  • Furthering disadvantaged (minority-/women-owned) businesses
  • Emergency response and communication with customers
  • Safety and service improvements for riders with disabilities
  • Hurricane Sandy recovery

Does the OIG investigate individuals or companies that conduct business with the MTA?

Yes. The OIG may investigate any individual or entity that has previously or is currently doing business with the MTA or which is seeking to do business with the MTA or any of its constituent agencies.

How do I file a complaint with the OIG?

Anyone can submit a completed complaint form [hyperlink] on this website, call the OIG Hotline at 1-800-MTA-IG4U (1-800-682-4448), or write to the OIG at Two Penn Plaza, 5th Floor, New York, NY 10121.

How soon after lodging a complaint should I expect a response?

Our goal is to acknowledge your complaint within one week of receipt and have a more substantive response regarding services issues within 45 days. Other complaints often take longer, depending on the sensitivity and complexity of the allegations.

If I don’t give you my name, am I able to follow up on the status of my complaint?

Yes, provided your allegations contain sufficient details to identify your complaint. Please understand that we may not be at liberty to update you regarding an ongoing investigation or audit.

How do I file a service-related complaint concerning an MTA agency?

Service related complaints can be registered directly with the agency involved via their website or by calling 511. If you have not received a response from the agency regarding your complaint within 30 days; you may use the complaint form to submit a complaint to our office. However, if you observe a systemic service problem or, have concerns about safety or security issues you should contact our office as soon as possible.

Where can I retrieve an item lost on MTA property?

Before retrieving a lost item, you must first file a report, which you may do by calling 511 or accessing the MTA website under Lost and Found (www.mta.info).

Where can I file a claim for personal injury or property damage occurring on MTA property or involving an MTA bus or train?

Each of MTA’s constituent agencies (e.g. Metro North Railroad, Long Island Rail Road, NYC Transit) has specific instructions on how to file a claim. This information can be found by calling 511 or at www.mta.info.

There is an issue with my EZ Pass. What should I do?

For the fastest service regarding any issues with your EZ Pass, including malfunctions or summonses, we suggest you contact a Bridges and Tunnels representative directly by calling 1-800-333-8655.

There is an issue with my MetroCard. What should I do?

For the fastest service regarding any issues with your MetroCard, including overcharges and loss, we suggest you contact NYC Transit’s MetroCard division via 511 or www.mta.info. If you have not received a response from the agency regarding your complaint within 30 days, you may use the complaint form to submit a complaint to our office.

I have an issue with Select Bus Service (SBS). What should I do?

For issues with SBS, including ticket vending machine malfunctions and summonses, call 511 or visit www.mta.info. If you have not received a response from the agency regarding your complaint within 30 days, you may use the complaint form to submit a complaint to our office.

I have an issue about Paratransit (Access-A-Ride) service. What should I do?

To, complain, make suggestions, or commend Access-A-Ride service, you may call 877-337-2017, and press”8” to speak with a representative who handles paratransit issues from 9:00 a.m. – 5:00 p.m. Monday – Friday. Deaf/hard of hearing customers: use your preferred relay service provider or the free 711 relay service to reach 877-337-2017. However, if you observe a systemic service problem or have concerns about safety or security issues you should contact our office as soon as possible.

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