Notice of Filing a Complaint
A complaint is defined as an expression of dissatisfaction about some part of The Rapid's service, which is a result of a real or imagined offense. Proper procedure and investigation of a complaint will not always result in a complete resolution, but we will take steps to correct the situation that created the dissatisfaction with our service.
Complaints may be received either by telephone at 616-776-1100 via The Rapid Information Center, in writing or via email at gro.diparehtedir@ofni.
The Rapid's staff is prepared to record the complaint properly. All complaints will be forwarded to the appropriate department for further investigation. The appropriate staff will follow-up on all complaints in the form of a phone call, letter, or email. If the complaint is investigated and results determined during complainant’s initial contact with The Rapid, the complaint will still be entered into the computer system to be counted. Should further investigation be needed, the complainant will be contacted as requested. The Rapid staff will assess all responses and take appropriate action to satisfy complaint. Complaints can also be submitted to:
Chief Executive Officer
300 Ellsworth Ave. SW
Grand Rapids, MI 49503