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 of filing a grievance or to request an appeal.
Contact the Administration
General Manager of Collier Area Transit.
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 appeal.
Contact the Collier County Public Transit &
Neighborhood Enhancement (PTNE) Division Director.
The PTNE Director will investigate your concern and provide you a written response within 14 Days after the appeal is received.
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 formal hearing.
Contact the Collier County
Metropolitan Planning Organization.
Request a formal hearing before the Local Coordinating Board (LCB). The item will be placed on the next available LCB meeting for their consideration. The Appellant’s attendance at that meeting is encouraged. Once the LCB hears the appeal and makes a determination, a written notification of the appeal determination will be provided.
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
