Transportation Appeals Process

1. Recourse to appeal is available in cases where stakeholders such as parents, caregivers or students disagree with an application of a Transportation Policy/Procedure.
2. Complaints are to be referred to by staff as follows:
   • The receptionist will refer to an unsatisfied complaint to the transportation planner responsible for the school are in question.
   • If the complaint is not resolved at the that level, the transportation planner will refer the complainant to the Operations Supervisor.
   • If the complaint is not resolved at that level, the complainant will have the opportunity to appeal to the General Manager of Student Transportation Services of Waterloo Region (STSWR).
3. Consortium staff will provide a complete explanation of the Transportation Policy/Procedure and will provide a copy of the policy/procedure to those complainants who wish to appeal and application of the policy/procedure.
4. Appeals must be made in writing or email and directed to the attention of the General Manager of STSWR. Complainants may use the online Appeals Form to submit the appeal digitally.
5. Written appeals should include a full description of the circumstances related to the appeal, including the basis of the appeal.
6. The General Manager will review the appeal and provide a response in writing or via email within fifteen (15) business days after receipt. If the complainant is unsatisfied with the General Managers response, they may choose to refer the appeal to the Consortia Management Committee (CMC) by using one of the following methods:
   • Submit a written request addressed to the attention of the Consortia Management Committee and send by email to the General Manager
   • Request to present to the Consortia Management Committee by calling 519-744-7575 and registering to attend a future meeting. Meetings are typically held virtually.
7. The final level of appeal is the Consortia Management Committee review. The CMC will review appeals at its regular meetings held monthly.
8. Complainants will be informed in writing or via email of the final appeal decision.

Transportation Appeals Process – Order of Events

• Operations Supervisor decides
  • Acceptance
    • No further action
  • Denial
    • Written appeal to General Manager
      • Acceptance
        • No further action
      • Denial
        • Written appeal to Consortia Management Committee (CMC) and attendance in meeting (virtual or in-person)
          • Acceptance
            • No further action
          • Denial
            • CMC Decision is Final