The complainant shall be given an option on filing a Formal or Informal Complaint, but not both at the same time. This does not however, preclude a customer from the right to file a formal complaint. Complaints may be filed by phone, email or in person.
To be accepted, a complaint must meet the following criteria:
- The complaint must be filed within ninety (90) calendar days of the alleged occurrence or when the alleged discrimination became known to the complainant.
- The allegation(s) must involve a covered basis such as race, color, national origin, gender, disability or retaliation.
- The allegation(s) must involve a program or activity of a Federal-Aid recipient, subrecipient or contractor, or in the case the ADA allegations, an entity open to the public.
A complaint may be dismissed for the following reason(s):
- The complainant requests for withdrawal of the complaint
- The complainant fails to respond to repeated requests for additional information needed to process the complaint
- The complainant cannot be located after reasonable attempts.
Consumer Complaint Form and its process is attached and is also available online at http://grta.guam.gov.
Once GRTA accepts the complaint for investigation, the complainant and the respondent will be notified in writing of such determination within five (5) calendar days. The complaint will receive a case number and will be logged in GRTA’s records identifying its basis and alleged harm, and the race, color, and national origin of the complainant.
In cases where GRTA assumes the investigation of the complaint, GRTA will provide the respondent with the opportunity to respond to the allegations in writing. The respondent will have ten (10) calendar days from the date of GRTA’s written notification of acceptance of the complaint to furnish a response to the allegations.
In cases where GRTA assumes the investigation of the complaint, GRTA’s Investigator shall prepare an investigative report for review by GRTA’s Executive Manager within forty (40) calendar days of the acceptance of the complaint. The report shall include a narrative description of the incident, identification of persons interviewed, findings, and recommendations for disposition.
Upon issuance of a decision by the Executive Manager, GRTA will notify all parties about the findings and determination.
The Grievance Review and Appeals Board will serve as the appealing forum to a complainant that is not satisfied with the outcome of an investigation conducted by GRTA. The Review Board will analyze the facts of the case and will issue its conclusion to the appellant according to their procedures.
For information regarding complaints and how to file, please contact Mr. Marlon Molinos at 475-4686/475-4616.