Complaints That Get Results? Compliments Too!

Have a complaint or compliment about the subways or buses?
We can help - from letting you know the right official to contact to tips on writing effective letters! Here are three steps to registering your concerns:

STEP 1 Choose your complaint/compliment category from the selections below.

STEP 2 Compose your complaint/compliment letter to that official.

STEP 3 Send a copy of your letter to MTA NYC Transit President
and to the Straphangers Campaign, 9 Murray Street, New York, NY 10007.

or File your complaint or compliment online with the MTA

What is your complaint or compliment about?

Subway service and conditions
Bus service and bus drivers
Station conditions and employees
Police and security
Paratransit

Subway air conditioning
Bus stop maintenance (incl. snow)
Senior and disabled Metrocard
Metrocard
Policy or service

MAKING YOUR CASE

Sample Letter & Letter Writing Tips

How to speak out at an MTA Board meeting

Call or fax or write your line superintendent

Find your elected officials’ e-mail address

Three more points:

We have lots of advice for making your case (see box at right).

The MTA now accepts letters via e-mail! Go to http://www.mta.info/faqs.htm

Click here to e-mail your elected officials.

We do our best to keep names, addresses and phone numbers of MTA officials current. But information can change. Please let us know if we need to update our information. Thanks!

Addresses for Complaints or Compliments

All letters should be sent to the individual department that you are issuing a complaint or compliment about. A copy or separate letter should then go to the MTA New York City Transit President.

Howard Roberts
President, MTA New York City Transit
2 Broadway, New York, New York 10004
Phone: 646-252-5800 Fax: 646-252-5815

Bus Service and Bus Drivers

(Please include the number of the bus or the driver's badge number)

Joseph J. Smith	Christopher R. Lake	Henry Sullivan (Acting)
Senior Vice President, Department Of Buses	Director, Bus Customer Relations	Chief Maintenance Officer
(address at top)	25 Jamaica Avenue, Rm 1, Brooklyn, NY 11207	750 Zerega Avenue Bronx, New York 10473
phone: (646) 252-5872 fax: (646) 252-5839	phone: (718) 927-7499 fax: (718) 927-7498	phone: (347) 643-5100 fax: (347) 643-5113

For complaints about any non-MTA buses (i.e. Queens Surface) or bus drivers send complaints to:

Vincent Pullo
Deputy Commissioner, DOT
59 Maiden Lane, 35th Floor
New York, NY 10038
Phone: (212) 487-8300
Fax: (212) 487-8305

Station Condition and Employees

(e.g. token booth clerks and maintence workers - please include token booth number as well as badge number if possible)

Brenda Sidberry
Chief Station Officer, Division of Stations
370 Jay Street
Brooklyn, New York 11201
Phone: (718) 243-4637 Fax: (718) 521-7794

Subway Service and Conditions

(Please include subway car number if possible)

Steven Feil
Senior Vice President, Department of Subways
MTA New York City Transit
(address at top)
Phone: (646) 252-5860, fax: (646) 252-5870

Paratransit

Tom Charles
Vice President, Paratransit Division, Department of Buses
3300 Northern Blvd, 8th Floor
Long Island City, NY 11101
Phone: 718-393-4040 Fax: 718-393-4321

Police

(include badge number if possible)

Raymond J. Kelly	Civilian Complaint Review Board	James P. Hall
Commisioner, NYC Police Department		NYPD Transit Bureau Chief
Headquarters, One Police Plaza, New York, NY 10038 Phone: (212) 374-5000	40 Rector Street, 2nd floor, New York, NY 10038 Hotline: (800) 341-2272 Fax: 212-442-8839	130 Livingston Street, 3rd Floor Brooklyn, NY 11201 Phone: (718) 694-4050 Fax: 718-694-5972

Other Contacts

Subway Air Conditioning and Heat:
Richard Sowa, Chief Mechanical Officer
(718) 243-7360, fax (718) 243-7370
Dept of Subways Room 407, (address at top)

Bus Stop Maintenance (including snow removal)
Bus Stop Management, New York City Department of Transportation: (718) 894-2861

MetroCard: (212) 638-7622

Customer Relations: (718) 330-3322

Government Relations: fax: (212) 878-7468

Travel Information: (718) 330-1234

Map Requests: (718) 330-3322

TTY Complaints: (718) 596-8273

Policy or Service Complaints

Can go to The MTA President or:

H. Dale Hemmerdinger, Chairman, Metropolitan Transportation Authority
347 Madison Avenue, New York, NY 10017 phone (212) 878-7200 fax (212) 878-7031

Michael R. Bloomberg, Mayor	David A. Paterson, Governor
City of New York, City Hall, New York, NY 10007, phone 311 fax (212) 788-2460	State Capitol Albany, NY 12224 Phone: (518) 474-8390

Updated August 2005