Bill > S03940

This bill establishes an Office of the Transit Riders Advocate within the Metropolitan Transportation Authority (MTA) to receive, investigate, and resolve complaints from mass transit and paratransit users. The office will be led by a full-time director appointed by the MTA's executive director, chosen from a list of candidates submitted by the permanent citizens advisory committee and selected for their advocacy expertise. The director will be empowered to investigate complaints that may adversely affect transit users' health, safety, welfare, or rights, and will be required to provide annual public reports analyzing complaint data, identifying significant problems, and recommending improvements to transit services. The bill mandates public outreach efforts, including establishing a website link, a toll-free complaint number, and prominent displays about the office on MTA vehicles and at stations in multiple languages. The office must attempt to resolve complaints within 60 days, and the director is prohibited from disclosing complainant identities except with written consent or a court order. The bill takes effect six months after becoming law, with existing complaints to be transferred to the new office if unresolved by that time.

Transportation and Infrastructure

https://www.nysenate.gov/legislation/bills/2025/S3940