Customer Contact Policy

Ben Franklin Transit (BFT) is committed to providing reliable, safe, and satisfying transportation options for the community. Customer satisfaction is a primary core value of our organization. Our customers are a fundamental aspect of our business, and their feedback is crucial to the agency’s growth and development.

The BFT Customer Comment Policy has been established to ensure that riders of all system modes, including busA rubber-tired transit vehicle designed for roadway operation to transport a large number of persons for public transportation service. In most cases, it operates with a self- contained source of motive power. More, paratransit, Rideshare, and contracted services, have an easy and accessible way to provide feedback to the agency. Ben Franklin Transit is open to hearing any customer feedback, including complaints, comments, suggestions, or concerns.

Section A: Contacting Ben Franklin Transit

Riders can contact Ben Franklin Transit in the following ways:

Postage-free Customer Comment Cards shall be available on all BFT and contractor vehicles
U.S. Mail: Riders can mail their feedback to the Ben Franklin Transit, 7109 W. Okanogan Place, Kennewick, WA 99336-2341
Telephone: Riders can contact Ben Franklin Transit Customer Service Department at (509) 735-5100 Monday through Friday, 7:00 AM – 6:00 PM
E-mail: Riders can contact Ben Franklin Transit by e-mailing customercomment@bft.org.
Fax: Riders can send written feedback by fax to (509) 783-9956
Language Line: For riders who speak a language other than English, Ben Franklin Transit will utilize the services of Language Line to facilitate the call.
In-person at the Three Rivers Customer Service Center, 7109 W. Okanogan Place, Kennewick
Website: Riders can offer feedback on the Ben Franklin Transit website, bft.org, by visiting Contact Us

Section B: Feedback Review Process

All customer feedback is valued and will be reviewed by the Customer Service Manager. After review, the Customer Service Manager or designee will distribute the customer communication to the appropriate agency representative(s).

Customer concerns, complaints, or employee commendations will be forwarded to the appropriate manager.

Service or system modification recommendations will be sent to the Transit Development Manager, Operations Manager, or Dial-A-RideA demand-responsive system providing door- to-door transportation to patrons who request service by telephone, either on an ad hoc or subscription basis. More Manager.

Questions regarding discrimination or bias will be sent to the agency’s Human Resources Department.

Section C: Feedback Acknowledgement

Anyone who submits a comment, complaint, or service suggestion to Ben Franklin Transit and requests a response shall receive an initial response within five (5) working days, provided they give legible contact information. Whenever possible, the response to the customer will include a comment tracking identification number.

Section D: Information about Policy

Information about the Customer Comment Policy, including how to submit a complaint, will be made available to riders:

When customers are approved for ADASee Americans with Disabilities Act More paratransit serviceFlexible forms of public transportation services that are not provided over a fixed route. The vehicles are usually low- or medium-capacity highway vehicles, and the service offered is adjustable in varying degrees to individual users’ desires. More
When customers are reevaluated for ADASee Americans with Disabilities Act More paratransit serviceFlexible forms of public transportation services that are not provided over a fixed route. The vehicles are usually low- or medium-capacity highway vehicles, and the service offered is adjustable in varying degrees to individual users’ desires. More or, if customers are not reevaluated, every three (3) years
At the Three Rivers Customer Service Center
On the website

Section E: Reporting

The Transit Development Manager shall compile a summary of customer comments for the board, staff, and employees to review and evaluate service.

Section F: Tracking

Ben Franklin Transit shall maintain a tracking system for all customer feedback that provides a unique identification of each customer communication and allows ready access to information on the status of the comment at any time.

Section G: Protection from Retribution

Customers of Ben Franklin Transit should be able to submit feedback without fear of retribution from the agency. If a rider feels they are being treated unfairly in response to the feedback they provided, they should contact the Ben Franklin Transit Executive Office. Ben Franklin Transit will appropriately discipline any employee or contractor that retaliates against a customer.