CTA is committed to providing non-discriminatory service and ensuring that no person is excluded from participation in, denied the benefits of, or otherwise subjected to discrimination in CTA’s programs, services, or activities on the basis of race, color, or national origin, as protected by Title VI of the Civil Rights Act of 1964.
Filing a Complaint
Any person who believes that CTA has discriminated against him/her on the basis of race, color, or national origin may file a Title VI complaint. This can be accomplished by completing and submitting CTA’s Title VI Complaint Form to CTA’s Equal Employment Opportunity Unit (“EEO Unit”) by e-mail or mail to the address indicated on the form, or calling the Diversity Hotline at 312-681-2610. Click on the attached link to access the Title VI Complaint Form.
Customers are encouraged to file or report a complaint within (30) thirty calendar days of the alleged discrimination. Failure to submit a completed Title VI Complaint Form to the EEO Unit within 180 days of the alleged discrimination may result in an Administrative Closure of the complaint.
Initial review of a Complaint
When CTA’s EEO Unit receives a Title VI Complaint Form submitted in accordance with the above process, it will review the complaint to determine whether it identifies a potential Title VI violation.
If the EEO Unit determines that additional information is needed to conduct the initial review, it will contact the customer. The customer will be given a reasonable amount of time to provide the requested information. If the customer does not provide the requested information, no longer wishes to pursue the matter, or is otherwise non-responsive, the complaint may be administratively closed by the EEO Unit.
At the conclusion of the EEO Unit’s initial review of the complaint, the customer will receive an Acknowledgement Letter. This letter will indicate the results of the EEO Unit’s initial review of the complaint regarding whether a Title VI violation potentially occurred. If it is determined that a Title VI violation did not potentially occur, the complaint will be Administratively Closed. If it is determined that a Title VI violation did potentially occur, the EEO Unit will proceed to investigate the complaint.
Investigation of a Complaint and Internal Appeal Process
At the conclusion of the EEO Unit’s investigation of a potential Title VI violation, the customer will receive a Determination Letter. This letter will indicate the outcome of the investigation and convey whether a violation did or did not occur.
If the customer seeks to internally appeal the EEO Unit’s determinations, the customer may request an appeal to CTA’s Title VI Appeals Committee by completing and submitting the Title VI Appeal Form to the address or e-mail address listed on the document. Title VI appeals must be filed within fifteen (15) business days from the date of the Determination Letter. The Title VI Appeals Committee will not consider any new evidence or re-investigate a complaint. The Title VI Appeals Committee will review the investigation and reach a conclusion about the findings within thirty (30) business days.
Filing a Complaint with U.S Department of Transportation
In addition to customers’ rights to file a complaint with CTA, customers also have the right to file a Title VI complaint with the U.S. Department of Transportation, Federal Transit Administration’s Office of Civil Rights. The regional office is located at 200 West Adams Street, Suite 320, Chicago, IL 60606.
If a customer files a Title VI complaint with the CTA’s EEO Unit and also files a complaint regarding the same subject matter with an external agency or court, the EEO Unit will cease its investigation into the matter.
- CTA Service Standards, May 2023 (Approved by the Chicago Transit Board May 2023)
- Language Assistance Plan, May 2023 (Approved by the Chicago Transit Board May 2023)
- Service and Fare Equity Policy, April 2013 (Approved by the Chicago Transit Board April 2013)
- 2021 Fare Change Title VI Equity Analysis, October 2021
- 2018 Fare Change Title VI Equity Analysis, December 2017
- Open Standards Fare System Equity Analysis, June 2013
- Title VI Program Triennial Report - 2019–2022 (Approved by the Chicago Transit Board 2023)