The Greater Roanoke Transit Company (GRTC) has in place a program based on Title VI of the Civil Rights Act of 1964. The objectives of the program are as follows:

  1. To ensure that the level and quality of transportation service is provided without regard to race, color, or national origin.
  2. In providing transportation services identify and address, as appropriate, disproportionately high and adverse human health and environmental effects, including social and economic effects of programs and activities on minority populations and low-income populations.
  3. To promote the full and fair participation of all affected populations in transportation decision making.
  4. To prevent the denial, reduction, or delay in benefits related to transportation programs, activities, and services that benefit minority populations or low-income populations.
  5. To ensure meaningful access to programs, activities, and services by persons with limited English proficiency.


As part of the Greater Roanoke Transit Company’s (GRTC) Title VI program, GRTC maintains the following procedure for investigating and tracking Title VI complaints filed against the company:

These procedures do not deny the right of the complainant to file formal complaints with other State or federal agencies or to seek private counsel for complaints alleging discrimination. Every effort will be made to obtain early resolution of complaints at the lowest level possible.

Any individual, group of individuals or entity that believes they have been subjected to discrimination prohibited under Title VI and related statutes may file a complaint.

The following measures will be taken to resolve Title VI complaints:

  1. A formal complaint must be filed within 180 days of the alleged occurrence. Complaints shall be in writing and signed by the individual or his/her representative, and will include the complainant’s name, address and telephone number; name of alleged discriminating official, basis of complaint (race, color, national origin), and the date of alleged act(s). A statement detailing the facts and circumstances of the alleged discrimination must accompany all complaints.
  2. The preferred method is to file your complaint is in writing using the GRTC Title VI Complaint Form, and sending it to:

    Title VI Officer
    P.O. BOX 13247
    Roanoke, VA 24032

  3. In the case where a complainant is unable or incapable of providing a written statement, a verbal complaint of discrimination may be made to the GRTC Title VI Officer by calling (540) 982-0305. Under these circumstances, the complainant will be interviewed, and the GRTC Title VI Officer will assist the Complainant in converting the verbal allegations to writing.
  4. When a complaint is received, the GRTC Title VI Officer will provide a written acknowledgment to the Complainant, within ten (10) days by registered mail.
  5. If a complaint is deemed incomplete, additional information will be requested, and the Complainant will be provided 60 business days to submit the required information. Failure to do so may be considered good cause for a determination of no investigative merit.
  6. Within 15 business days from receipt of a complete complaint, GRTC will determine its jurisdiction in pursuing the matter and whether the complaint has sufficient merit to warrant investigation. Within five (5) days of this decision, the GRTC General Manager or his/her authorized designee will notify the Complainant and Respondent, by registered mail, informing them of the disposition.

    1. If the decision is not to investigate the complaint, the notification shall specifically state the reason for the decision.
    2. If the complaint is to be investigated, the notification shall state the grounds of GRTC’s jurisdiction, while informing the parties that their full cooperation will be required in gathering additional information and assisting the investigator.

  7. When GRTC does not have sufficient jurisdiction, the GRTC General Manager or his/her authorized designee will refer the complaint to the appropriate state or federal agency holding such jurisdiction.
  8. If the complaint has investigative merit, the GRTC General Manager or his/her authorized designee will instruct the GRTC Title VI Officer to fully investigate the complaint. A complete investigation will be conducted, and an investigative report will be submitted to the GRTC General Manager within 60 days from receipt of the complaint. The report will include a narrative description of the incident, summaries of all persons interviewed, and a finding with recommendations and conciliatory measures where appropriate. If the investigation is delayed for any reason, the GRTC Title VI Officer will notify the appropriate authorities, and an extension will be requested.
  9. The GRTC General Manager or his/her authorized designee will issue letters of finding to the Complainant and Respondent within 90 days from receipt of the complaint.
  10. If the Complainant is dissatisfied with GRTC’s resolution of the complaint, he/she has the right to file a complaint with the:
  11. Federal Transit Administration
    Region III
    Attn: Civil Rights Officer
    1760 Market Street
    Suite 500
    Philadelphia, PA19103

    FTA Complaint procedures can also be found on the FTA web site at:

Download the Title VI Complaint Form