LeeTran is committed to providing reliable, safe, and satisfying
transportation options for the residents and visitors of Lee County. Customer
satisfaction is a core value of our organization. Customers of LeeTran are a fundamental
aspect of our business and as such, their feedback is crucial to the growth and
development of the agency.
LeeTran's Feedback Policy has been established to ensure that riders of
all modes of the system, including bus and paratransit services have an easy
and accessible way to provide feedback to the agency. This document contains the
Lee County feedback process for bus and ADA complementary paratransit services.
All feedback is welcome and will be reviewed by the LeeTran staff in a timely
manner. After initial review, the feedback will be distributed to the
appropriate agency representative(s).
To report feedback regarding LeeTran Service may be submitted either by
phone, mail, e-mail, online or in person. Contact info is below.
- LeeTran Customer Service 239-533-8726
- LeeTran Passport Service 239-533-0300
- In Person: Rosa Parks Transfer Center, 2250 Widman Way Ft Myers, FL 33901; Main LeeTran Facility 3401 Metro Parkway, Ft Myers, FL 33901
- Mail: 3401 Metro Parkway, Ft Myers, FL 33901
- Online: http://www.leegov.com/rfa
- Email: email@example.com
All feedback received will be entered in to the Request for Action
database to initiate further examination. Written, emailed and phoned in
comments may be scanned and/or attached to the electronic feedback file.
When submitting feedback, please provide as much detailed information as
possible including your contact information, mobility aid used (if any), date,
time and location of the incident, route number, van or bus number, names or ID
numbers of employees or others, a description of occurrences relates to the
feedback, and any other documentation to assist in the examination and
Reasonable Modification and ADA-related feedback will be designated as
Anyone who submits feedback and provides return contact information will
receive an initial acknowledgment of the submitted comment, as required,
within two (2) business days of receipt.
The comment provider will also receive a follow-up email once the inquiry has been
Feedback Review Process:
- Feedback will be forwarded to the appropriate manager for action
- Questions and comments regarding discrimination or bias will be sent to the ADA Coordinator or EEO contacts as per policy
Responses shall be in the format requested, i.e. written, verbal, e-mail,
and/or alternative or accessible format.
LeeTran will maintain files for all submitted feedback. The Customer
Service Department will compile a summary of customer comments on a monthly
basis for LeeTran operations and administrative staff for use in reviewing and evaluating
service, and to evaluate trends and establish any corrective actions.
Spanish version of Complaint Policy available.
French Creole version of Complaint Policy available.