Grievance Procedures
If a passenger is not satisfied and/or disagrees with a decision such as eligibility for a program, has a complaint about service delivery, or disagrees with a no-show/cancellation violation determination, the passenger has the option to request an appeal or file a grievance if not satisfied with the outcome of the appeal.
Contact the General Manager of Collier Area Transit to appeal the decision.
The General Manager will investigate your concern and provide you a written response within 14 Days after the appeal is received.
General Manager
CAT Connect
8300 Radio Road
Naples, Florida 34104
If Step 1 is not to your satisfaction, proceed to Step 2
If you are not satisfied with the outcome of your concern, then please proceed to step 2 to begin the Grievance Process.
Contact the Collier County Public Transit &
Neighborhood Enhancement (PTNE) Division Director to start the Grievance Process.
Let the PTNE Director know that you would like to move forward with the Grievance Process. You will be provided with a copy of the Grievance Procedures.
Provide the PTNE Director with your grievance in writing (see Grievance Procedures for details on what is to be included in your written grievance).
The PTNE Director will provide a decision or a proposed course of action to resolve the grievance in writing within 14 days (excluding weekends and government holidays as designated by the Collier Board of County Commissioners).
Public Transit & Neighborhood Enhancement Director
8300 Radio Road
Naples, Florida 34104
If Step 2 is not to your satisfaction, proceed to Step 3
If you are not satisfied with the outcome of your concern, then please proceed to Step 3 to request a hearing before the Grievance Committee.
Contact the Collier Metropolitan Planning Organization to request that your complaint be heard by the Grievance Committee.
If your concern has not been resolved with the PTNE Director through Step 2, contact Collier MPO and request that your grievance be heard by the Grievance Committee (see the Grievance Procedures for additional details). The MPO will coordinate and schedule a grievance committee meeting. After conclusion of the grievance committee meeting, a written report will be issued outlining the grievance committee’s findings/recommendations. If the grievance is still not resolved, the complainant may request their grievance be heard by the Florida Commission for the Transportation Disadvantaged, as set forth in the Grievance Procedures.
Collier County Metropolitan Planning Organization Executive Director
2885 South Horseshoe Drive
Naples, Florida 34104
Any person may also call the Florida Commission for the Transportation Disadvantaged Ombudsman at 1.800.983.2435.
Suggestions & Complaints
All complaints and suggestions about CAT Connect transportation should be reported to the Public Transit & Neighborhood Enhancement (PTNE) Division. Please be specific and give relevant details regarding the trip. Share concerns about specific rides or incidents as soon after the actual occurrence as possible. Every complaint will be investigated.
To go to the customer suggestion & complaint form click here.
Suggestions or complaints may also be filed at:
Public Transit & Neighborhood Enhancement (PTNE) Division
8300 Radio Rd.
Naples, Florida 34104
(p) 239.252.5840
