CDTA comments policy

Why Should I File A Complaint With CDTA?

It is important to file a complaint with CDTA when you experience poor service. Complaints help CDTA to know when there are problems that need to be fixed, and help improve services for everyone.

When Should I File A Complaint With CDTA?

You should file a complaint with CDTA after experiencing any service problem (For Example)

Bus Does not come on time
Incorrect fare is charged
Bus operator was not professional or courteous
Difficulties with a reservation or trip time (STAR)
Difficulties with / at a CDTA Facility

Complaints are taken seriously and our staff is devoted to their investigation and resolution.

How Do I File A Complaint With CDTA?

Complaints can be filed in one of three ways:

1. CALL

CDTA Customer Service Department
Monday – Friday, 6:00AM to 7:00PM
Saturday-Sunday, 800AM to 6:00PM
Telephone: 482-8822

2. WRITE

CDTA Customer Service Department
110 Watervliet Avenue
Albany, NY 12206

3. ON-LINE COMMENT FORM:

What Information Should I Include In My Complaint?

Your complaint should be filed as soon as your experience, and should include as much information as possible. Include things like:

Your name and contact information (address/telephone/e-mail);
The date, time, and location of the event you are complaining about; (Route Name, Route Number, Direction of Travel)
A summary of the problem and the issues it caused for you;
Your preference on how you want to be responded to (ie. telephone call, written or other).

What Happens Once My Complaint Is Filed?

1. Your complaint is entered into our computer system that tracks problems for CDTA and its providers.

2. It is forwarded to the appropriate department for review, follow-up and action (if required).

Customer Comment Flow Chart