Complaints & Grievances Policy

A Clear Way to Raise Concerns About Medical Transportation Service

We use the terms complaint and grievance to describe a concern, dissatisfaction, allegation or request for review involving a company-controlled interaction.

A complaint may relate to a transportation inquiry, reservation, confirmed trip, driver or staff interaction, website experience, cancellation, pricing communication, passenger treatment, accessibility, discrimination, privacy, safety or another issue involving Non Emergency Medical Ride.

The purpose of this policy is to make the process understandable, give people multiple ways to contact us, and support consistent internal review.

Concerns We Can Review

Phone, Email and WhatsApp Are Available

You may submit a complaint or grievance using any of the following methods:

• Phone: 909-301-4850
• Email: info@nonemergencymedicalride.com
• WhatsApp: business WhatsApp at 909-301-4850

A passenger may submit the complaint directly. A family member, caregiver, facility contact or other authorized person may also contact us about a passenger’s experience.

Details That Help Us Identify and Review the Issue

You do not need to use special legal language. A clear description of what happened is enough to begin the process. When available, helpful information includes:

• Your name and preferred contact method.
• The passenger’s name, when different and appropriate.
• The date and approximate time of the incident.
• Pickup location and healthcare destination, when relevant.
• Whether the issue involved a request, confirmed trip, cancellation or completed ride.
• A description of what happened.
• Names or descriptions of the people involved, when known.
• Relevant emails, text messages, screenshots, receipts or booking communications.
• Whether the concern involves safety, discrimination, accessibility or privacy.
• What outcome, explanation or corrective action you are requesting.

How an Internal Complaint Is Reviewed

The exact review can vary depending on the concern, but our internal process may include the following stages:

The amount of time needed depends on the complexity of the complaint, the records available and whether additional information is required. We aim to respond as promptly as reasonably possible but do not create a fixed response deadline through this page.

Some Concerns Need Faster Operational Attention

Tell Us When a Complaint Involves Equal Access or Disability Access

If you believe the concern involves discrimination, retaliation, a disability-related accommodation, website accessibility or another access barrier, tell us directly when submitting the complaint.

Those concerns may also be reviewed under our:

• Non-Discrimination Policy
• Accessibility Statement

Raising a discrimination or accessibility concern does not prevent you from using any external process or legal right available under applicable law.

Good-Faith Complaints Should Not Lead to Retaliatory Treatment

Our policy prohibits retaliation against a person for raising a good-faith complaint or grievance, requesting an accommodation, reporting an accessibility or discrimination concern, raising a safety issue or participating in an internal complaint review.

This does not prevent ordinary transportation decisions based on legitimate factors such as availability, passenger weight, mobility needs, vehicle capacity, route, scheduling, safety, payment requirements or the transportation service requested.

Complaint Information May Be Shared When Needed to Review the Concern

We use complaint information to understand the issue, investigate relevant facts, communicate with the people involved, improve operations, respond to legal obligations or take appropriate corrective action.

Information may need to be shared with employees, contractors, service providers or others who reasonably need it to review or respond to the complaint. Because of that, we cannot promise absolute confidentiality.

Personal information is also handled in accordance with our Privacy Policy .

If You Disagree With Our Internal Response

If you believe the complaint was misunderstood, relevant information was missed, or additional review is appropriate, contact us again and explain why you disagree with the response.

When possible, identify:

• The original complaint or trip.
• The response you received.
• What information you believe was incorrect or incomplete.
• Any new evidence or context.
• The outcome you are requesting.

We may review the matter again, request more information or explain why the original response remains unchanged.

Our Internal Process Does Not Remove External Rights

This policy is an internal company process. Nothing in it is intended to prevent a passenger or other person from contacting a government agency, consumer-protection body, law-enforcement agency, court or other external organization when applicable law gives that person the right to do so.

Which external process is appropriate depends on the issue, jurisdiction and law involved. We do not state on this page that any particular agency supervises or licenses our business unless that relationship has been separately verified.

Complaints Can Help Identify Operational Problems

We may keep records of complaints, reviews, communications and outcomes for customer service, safety, operational, training, legal and recordkeeping purposes.

Complaint trends may also be reviewed to identify opportunities to improve booking communication, driver or staff training, accessibility, cancellation handling, passenger experience, website content or transportation procedures.

Retention of personal information is subject to our Privacy Policy and applicable requirements.

Complaints, Grievances and Service Concerns

Non Emergency Medical Ride LLC
Registered in Montana
Head office: Montana
California operation: Los Angeles County
Phone: 909-301-4850
Email: info@nonemergencymedicalride.com

You can also review our Terms of Service, Privacy Policy, Accessibility Statement and Non-Discrimination Policy.