DART is committed to ensuring that no person is excluded from participation in or denied the benefits of its services on the basis of race, color or national origin, as provided by Title VI of the Civil Rights Act of 1964, as amended.
It is DART’s objective to:
- Ensure that the level and quality of transportation service is provided without regard to race, color or national origin;
- 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;
- Promote the full and fair participation of all affected populations in transportation decision making;
- Prevent the denial, reduction or delay in benefits related to programs and activities that benefit minority populations or low-income populations; and
- Ensure meaningful access to programs and activities by persons with limited English proficiency (LEP).
The CEO, management and all employees share the responsibility for carrying out DART’s commitment to Title VI. The DART customer service staff is responsible for the day-to-day operation of the program and receives and investigates Title VI complaints that come through the complaint procedures process.
Any person who believes that he or she has been subjected to discrimination under Title VI on the basis of race, color or national origin may file a Title VI complaint with DART within 300 days from the date of the alleged discrimination.
For additional information on DART's nondiscrimination obligations, please contact DART Customer Service at 515-283-8100.
Filing a Complaint with DART
Complaints may be filed with DART in writing and be addressed to:
Des Moines Area Regional Transit Authority
Attn: Customer Experience Manager
620 Cherry Street
Des Moines, IA 50309
Complaints may also be sent via email to: firstname.lastname@example.org
A copy of the Title VI Complaint Form is available in the following languages:
A copy of the Title VI Complaint Form may also be obtained by calling DART Customer Service at 515-283-8100. DART will provide appropriate assistance to complainants who are limited in their ability to communicate in English.
What Happens to My Title VI Complaint When Received by DART?
Once a complaint is received, it will be reviewed by DART’s customer experience manager. In instances where additional information is needed, they will contact the complainant by phone or in writing. Failure of the complainant to provide the requested information by a defined date may result in the administrative closure of the complaint or a delay in complaint resolution.
Based upon receipt of all the information required, DART will investigate a Title VI complaint within 30 days of receipt. DART will use its best efforts to respond to a Title VI complaint within 60 days of receipt. Receipt of additional relevant information and/or simultaneous filing of complaint with DART and an external entity may expand the timing of the complaint resolution.
The customer experience manager will review and investigate every complaint promptly. Reasonable measures will be taken to preserve any information that is confidential. At a minimum the customer experience manager will:
- Identify and review all relevant documents, practices and procedures;
- Identify and interview persons with knowledge of the Title VI violation, e.g., the person making the complaint, witnesses or anyone identified by the Complainant, anyone who may have been subject to similar activity or anyone with relevant information.
Upon completion of the investigation, the customer experience manager will complete a final report for the DART chief planning officer. If a Title VI violation is found to exist, remedial steps as appropriate and necessary will be taken immediately. The complainant will also receive a final report including any remedial steps. The investigation process and final report should take no longer than 20 business days. If no violation is found and the complainant wishes to appeal the decision, he or she may appeal directly to Des Moines Area Regional Transit Authority, Attn: Chief Executive Officer, 620 Cherry Street, Des Moines, IA 50309.
The customer experience manager shall maintain a log of Title VI complaints received, including date the complaint was filed, a summary of the allegations, the status of the complaint and actions taken by the DART in response to the complaint. Should DART receive a Title VI complaint in the form of a formal charge or lawsuit, the complaint will be forwarded to the DART’s attorney.
Complaints may also be filed with the following two organizations no later than 180 days after the date of the alleged discrimination:
Iowa Civil Rights Commission
400 East 14th Street
Des Moines, IA 50319-1004
515-281-4121 or 800-457-4416
For instructions on how to file, click here.
To view the complaint form, click here.
Federal Transit Administration’s Office of Civil Rights
Attn: Title VI Program Coordinator
East Building, 5th Floor - TCR
1200 New Jersey Ave., SE
Washington, DC 20590
For more information see “Filing a Title VI Complaint with the FTA" by click here.
Title VI Program Documents
- DART 2022 Title VI Program
- Appendix A - List of Community Partners
- Appendix B - DART Operations and Maintenance Facility Title VI Equity Analysis
- Appendix C - Service Standards and Performance Monitoring Guidelines
- Appendix D - Service and Fare Equity Policies
- Appendix E - October Service Change Title VI Service Equity Analysis
- Appendix F - March - April 2020 COVID Response Service Equity Analysis
- Appendix G - June 2021 Service Equity Analysis
- Appendix H - August 2021 Service Equity Analysis
- Appendix I - Title VI Equity Analysis for Reduced Fare Pilot