What's happening
This bill creates an Office of the Transit Riders Advocate within the MTA to handle, investigate, and resolve transit user complaints.
Why it matters
Creates a dedicated office focused solely on transit rider issues. , giving commuters a direct channel for complaints, advocacy, and help—potentially increasing user trust in the MTA and responsiveness to rider needs.
Mandates transparency and accountability through annual public reporting and borough-level meetings. , ensuring the MTA publicly addresses systemic issues, hears rider feedback, and remains answerable for improvements.
Requires outreach and accessible complaint processes (website, toll-free number, multilingual information). , lowering barriers for all riders—including non-English speakers and those with disabilities—to seek help and voice concerns.
Empowers an independent director, selected for advocacy expertise and advised by a citizens committee. , to pursue investigations, recommend policy changes, and represent riders’ interests—even before government agencies—potentially leading to tangible improvements in service and rider rights.
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Create Transit Rider Advocate Office
Plain English, a few words. Used as the page title.
Sponsors
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History
- Referred to transportation
- Referred to transportation
Companion bill
The same bill in the other chamber. A bill becomes law when one version passes both houses and the governor signs it, so either number can carry it.
Create Transit Riders Advocate Office
In Assembly Committee · Corporations, Authorities And Commissions · Sponsor Ron Kim
Full text
3 pagesUnderlined is new[Struck] is removedOfficial text on nysenate.gov ↗
STATE OF NEW YORK
1888
2017-2018 Regular Sessions
IN SENATE
January 11, 2017
Introduced by Sen. AVELLA -- read twice and ordered printed, and when printed to be committed to the Committee on Transportation
AN ACT to amend the public authorities law, in relation to establishing an office of the transit riders advocate for the purpose of receiving and resolving complaints affecting mass transit users of the facilities of the metropolitan transportation authority
The People of the State of New York, represented in Senate and Assembly, do enact as follows:
Section 1. The public authorities law is amended by adding a new section 1279-d to read as follows:
§ 1279-d. Office of the transit riders advocate. 1. Definitions. For the purposes of this section, the term "executive director" shall mean the individual appointed to serve as the chief executive officer of the authority pursuant to subdivision four of section twelve hundred sixtythree of this title.
2. Office established. There is hereby established within the authority an office of the transit riders advocate for the purpose of receiving and resolving complaints affecting mass transit users of the facilities of the authority and, where appropriate, referring complaints to appropriate investigatory agencies and acting in concert with such agencies.
3. Director. (a) The executive director shall appoint a full-time director to administer and supervise the office from a list of candidates submitted by the permanent citizens advisory committee. The director shall report directly to the executive director.
(b) The director shall be selected from among individuals with expertise and experience in the field of advocacy, and with other qualifications determined by the permanent citizens advisory committee to be appropriate for the position.
(c) The director shall be authorized to employ qualified staff and other employees as may be required to perform the duties and responsibilities of the office.
EXPLANATION--Matter in italics (underscored) is new; matter in brackets
[ ] is old law to be omitted.
LBD01239-01-7
S. 1888 2
(d) The director shall:
(i) identify, investigate and resolve complaints that are made by, or on behalf of, mass transit and paratransit users of the facilities of the authority and that relate to actions, inactions or decisions that may adversely affect the health, safety and welfare or rights of such users; and
(ii) provide information and services to assist mass transit and paratransit users in protecting their health, safety, welfare and rights, including but not limited to representing the interests of such users before governmental agencies and seeking appropriate administrative, legal and other remedies to protect their welfare, safety, health and rights.
(e) The board, in consultation with the director, shall establish in regulations standards for the operation of the office.
4. Review of complaint. (a) Upon receipt of a complaint, the director shall determine immediately whether there are reasonable grounds for an investigation. To the maximum extent possible, all complaints shall be resolved within sixty days of the receipt of the complaint. Such investigation shall be conducted in a manner prescribed in regulations.
(b) The director shall not disclose the identity of the complainant that made a complaint to the office of the transit riders advocate unless:
(i) the complainant or his or her legal representative gives written consent to the office of the transit riders advocate; or
(ii) pursuant to a court order.
5. Reporting requirements. (a) The director shall annually submit to the board a report and make such report available to the public:
(i) describing the activities carried out by the office during the prior calendar year;
(ii) containing and analyzing data relating to complaints for the purpose of identifying and resolving significant problems. The report shall report separately on data relating to complaints made by riders and users of the authority's paratransit services;
(iii) evaluating the problems experienced by, and the complaints made by or on behalf of, mass transit and paratransit users;
(iv) containing recommendations, after consultation with the permanent citizens advisory committee, for:
(A) protecting the health, safety and welfare and rights of the mass transit and paratransit users; and
(B) appropriate state legislation, rules and regulations and other action to improve the quality of services to the mass transit and paratransit users; and
(v) any other matters as the director determines to be appropriate.
(b) The information contained in such report shall be included in the annual report required pursuant to section twenty-eight hundred of this chapter.
(c) Within sixty days of the submission of the report, the director shall conduct at least one public meeting in each of the five boroughs of the city of New York to report on, explain and discuss the data and information contained in such report.
6. Public outreach. (a) The authority shall ensure that the mass transit users of the facilities of the authority and the general public are fully informed and made aware of the office of the transit riders advocate and the complaint process, including but not limited to:
(i) establishing an easily identifiable and prominently displayed link on the authority's website;
S. 1888 3
(ii) establishing a toll-free number for complaints; and
(iii) displaying prominently the existence of the office and the tollfree number on buses, trains, subways and stations operated by the authority.
(b) Such information shall be set forth in English and such other languages as the authority deems necessary and appropriate.
§ 2. The metropolitan transportation authority shall, to the maximum extent possible, resolve all complaints described in subdivision 2 of section 1279-d of the public authorities law received by it prior to the effective date of this act within 60 days after the effective date of this act. Any unresolved complaints remaining with such authority on such date shall be transferred, along with any documents and records related thereto, to the office of the transit riders advocate established by section 1279-d of the public authorities law for resolution.
§ 3. The appointment of the director authorized by paragraph (a) of subdivision 3 of section 1279-d of the public authorities law shall be made on or before the effective date of this act.
§ 4. This act shall take effect six months after it shall have become a law.
Reflowed for reading: line numbers and page breaks removed. Cite the official text.
Sponsor's memo
Title of bill
An act to amend the public authorities law, in relation to establishing an office of the transit riders advocate for the purpose of receiving and resolving complaints affecting mass transit users of the facilities of the metropolitan transportation authority
Purpose or general idea of bill
This bill would require the MTA to establish an office of transit riders advocate to accept, investigate, resolve and report on complaints made by mass transit riders.
Summary of provisions
Section one of the bill adds a new section 1279-d to the public authorities law to require the MTA to establish an office of transit riders advocate. The purpose of the office is to investigate and resolve complaints made by mass transit and paratransit riders of the MTA. A full-time director shall be appointed from a list of candidates submitted by the Permanent Citizens Advisory Committee.
The bill requires complaints to be resolved, to the maximum extent possible, within 60 days of their receipt.
The director of the office shall submit an annual report to the MTA board describing the activities performed by the office, evaluating and analyzing data generated from the complaints, and making recommendations, based on the complaints, on how to improve service. Within 60 days of the issuance of the report, the director shall conduct one public meeting in each borough to discuss its findings.
Section two requires the MTA to resolve all pending complaints within 60 days of the effective date of this Act. Any unresolved complaints will be transferred to the new office of transit riders advocate.
Section three provides that the director of the new office can be appointed on or before the effective date of this Act.
Section four provides that the act shall take effect six months after it becomes law.
Justification
The MTA is a public corporation created to provide a vital and essential service to millions of commuters and travelers. As such, it has a public responsibility to provide a simple and direct process to hear from its customers.
This bill would require the MTA to establish an office dedicated to receiving, investigating and resolving rider complaints. The bill would also require the MTA to prepare a report breaking down and analyzing the complaints filed with the MTA.
Prior legislative history
2015-16: New Senate Bill / A.7399 (Kim) reported by Corporations and Codes to WAM 2013-14: A.5109-A (Brennan) - reported by Corporations and Codes to WAM 2012: A.9279 (Brennan) - reported by Corporations and WAM
Fiscal implications for state and local governments
To be determined. EFFECTIVE DATE : This act shall take effect six months after it becomes law.
Summaries, headlines and scores are AI-generated from the official bill text. How we score bills. Source: NYS Open Legislation.