Complaint Procedure

The City of Watertown CitiBus Department Title VI Complaint Procedure

Any person who believes she or he has been discriminated against on the basis of race, color, or national origin by the City of Watertown Citibus department (hereinafter referred to as "the department") may file a Title VI complaint by completing and submitting the agency’s Title VI Complaint Form.

Please submit this form in person at the address below, or mail this form to:

Human Resources Manager
The City of Watertown
245 Washington Street, Suite 302
Watertown, NY 13601


The City of Watertown City Manager’s Office investigates complaints received no more than 180 calendar days after the alleged incident. The City Manager’s Office will process complaints that are complete. A copy of the complaint form is available on the City of Watertown website,, or by mail by calling the City of Watertown Manager’s office at (315)785-7732. Hearing impaired citizens in need of relay service can dial 711.

Once the complaint is received, the City Manager’s Office will review it to determine if our office has jurisdiction. The complainant will receive an acknowledgement letter informing her/him whether the complaint will be investigated by our office.

The City Manager’s Office has 30 business days to investigate the complaint. If more information is needed to resolve the case, the Office may contact the complainant. The complainant has 10 business days from the date of the letter to send requested information to the investigator assigned to the case. If the investigator is not contacted by the complainant or does not receive the additional information within 10 business days, the Office can administratively close the case. A case can be administratively closed also if the complainant no longer wishes to pursue their case.

After the investigator reviews the complaint, she/he will issue one of two letters to the complainant: a closure letter or a letter of finding (LOF). A closure letter summarizes the allegations and states that there was not a Title VI violation and that the case will be closed. An LOF summarizes the allegations and the interviews regarding the alleged incident, and explains whether any disciplinary action, additional training of the staff member, or other action will occur. If the complainant wishes to appeal the decision, she/he has 10 business days after the date of the letter or the LOF to do so.

A person may also file a complaint directly with the Federal Transit Administration, at FTA Office of Civil Rights, 1200 New Jersey Avenue SE, Washington, DC 20590.

General Information
Phone Numbers
(315) 785-7772 (315) 785-7778
Fax: (315) 755-9379
Emergencies: Dial 911
544 Newell St.

Monday - Friday
7:00 am - 3:00 pm