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Frequently Asked Questions - Complaints

How do I file a complaint with the OIG?
​​​Who may file a complaint with the OIG?
Can I file a complaint and request that my contact information remain confidential?
​​​​ Can I anonymously file a complaint?
If I file my complaint anonymously, will I be able to follow up on the status of my complaint?
​​​​ What kind of complaints does the OIG investigate?
Does the OIG investigate individuals or companies that conduct business with the MTA?
What does the OIG do when it receives a complaint?
How soon after filing a complaint should I expect a response?
​​​​ What can I expect to learn about the results of my complaint?

Service-related Questions​

​​​​How do I file a service-related complaint concerning an MTA agency (NYC Transit, Staten Island Railway, MTA Bus, Paratransit, Metro-North Railroad, Long Island Rail Road, Bridges & Tunnels, or the MTA Police Department)?
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 E-ZPass or the Tolls by Mail program. What should I do?
​​​​ There is an issue with my MetroCard. What should I do?
​​​​ I have an issue about Paratransit (Access-A-Ride) service. What should I do? ​​

How do I file a complaint with the OIG?

You can file a complaint by clicking the complaint form​​​ on this website, calling the OIG Hotline at 1-800-MTA-IG4U (1-800-682-4448), or writing ​to the OIG at One Penn Plaza, 11th​​ Floor, Suite 1110​,​​ New York, New York 10119.

Who may file a complaint with the OIG?

Anyone.

Can I file a complaint and request that my contact information remain confidential?

Yes. You may request to remain confidential when you file a complaint. There is an option in the complaint form​​​ for you to indicate that you wish to remain confidential. Please note that in order to resolve your complaint, the OIG may send a copy of your complaint (without your contact information) to the agency about which you are complaining. A confidential complainant's identity will not be disclosed unless the complainant consents to the disclosure or the OIG is required by law or court order to disclose the complainant's identity. If you have any concerns regarding confidentiality, an OIG employee can discuss your concerns with you. Please call the OIG at 1-800-MTA-IG4U (1-800-682-4448).​

Can I anonymously file a complaint?

Yes. Individuals who report allegations are not required to provide their identity to the OIG. However, persons who report allegations are encouraged to identify themselves to help the OIG evaluate and investigate the complaints.

If I file my complaint anonymously, will I be able to follow up on the status of my complaint?

The OIG will respect a complainant’s decision to remain anonymous. For this reason, we may not be able to provide you with information on the status of a complaint unless you call with a complaint reference number. Additionally, the OIG may not be at liberty to update any complainant regarding an ongoing investigation or audit. ​

What kind of complaints does the​ OIG investigate?

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

  • Fraud and other criminality
  • Emergency response and safety
  • Enhancing customer service & communication
  • Worker productivity/overtime abuse
  • Nepotism and other ethical misconduct
  • Furthering disadvantaged (minority-/women-/service veteran-owned) businesses
  • Construction & procurement issues

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

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

What does the OIG do when it receives a complaint?

The OIG follows a standard series of steps to properly address each complaint. When a complaint is received, OIG staff provide complainants with a reference number to use for follow-up inquiries. We perform an initial review of the complaint to ensure that it falls within the OIG’s jurisdiction. Complaints are then researched and evaluated to determine the appropriate course of action. This process might include gathering information about vendors and contractors, operating policies and procedures, collective bargaining agreements, etc.

There are many possible outcomes for a complaint, including: being referred to an appropriate agency for action, closed, or assigned to OIG’s audit, investigation, or legal unit for further review. Substantiated complaints may result in disciplinary action, changes to administrative policies and processes, and/or referral to prosecutors in the event of possible criminality. If you are an identified complainant (not anonymous), you will be notified about the outcome of your complaint.

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

Our goal is to acknowledge your complaint within 5 business days of receipt. Please note, the OIG may not be at liberty to update any complainant with specific details regarding an ongoing investigation or audit.

What can I expect to learn about the results of my complaint?

Identified Complainant: You will be contacted about the outcome of your complaint, whether it was closed, referred to the appropriate MTA agency or other third party, or assigned to an OIG audit, investigation, or legal unit for additional follow-up. The OIG may not be at liberty to update a complainant regarding an ongoing investigation or audit until the conclusion of the investigation.

Anonymous Complainant: The OIG will respect your right to remain anonymous, and thus cannot contact you with additional updates unless you call with your reference number. ​

Service-related Questions​

How do I file a service-related complaint concerning an MTA agency (NYC Transit, Staten Island Railway, MTA Bus, Paratransit, Metro-North Railroad, Long Island Rail Road, Bridges & Tunnels, or the MTA Police Department)?

​​Service-related complaints can be registered directly with the agency involved via their website or by calling 511. If you observe a systemic service problem or have concerns about safety or security issues, please file a complaint with 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 at​ ​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 the MTA’s constituent agencies 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 E-ZPass or the Tolls by Mail program. What should I do?

For issues with your E-ZPass or Tolls by Mail, including malfunctions or summonses, please contact the E-ZPass Customer Service Center directly by calling 1-800-333-TOLL (8655). Please use this number as well for NYS Thruway E-ZPass matters.

If customers are unable to resolve toll issues relating to their Thruway travel, please file a complaint online at Office of the Toll Payer Advicate - New York State Thruway (ny.gov)

If customers have issues relating to New Jersey (NJ) tolls, they can contact NJ E-ZPass by phone at 973-368-1425 or toll-free at 1-888-Auto-TOLL (1-888-288-6865) or online at https://www.ezpassnj.com/.

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.

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. Customers who are deaf/hard of hearing: use your preferred relay service provider or the free 711 relay service to reach 877-337-2017. If you observe a systemic service problem or have concerns about safety or security issues, please file a complaint with our office as soon as possible.​



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