Customer support

How to contact the Vanpool Office

When leaving a voicemail or emailing us, please include:

• Your name

• GIN

• Brief description of your reason for contacting us

Group Identification Number (GIN)

Every group is assigned a Group Identification Number (GIN). If you do not know your GIN, please email vanpool@kingcounty.gov. Have your GIN on hand when contacting the Vanpool office so we can serve you quickly. 

Complaint Handling Procedure

1. File a complaint

To start the process, you can submit a complaint report online, call 206-625-4500 or email vanpool@kingcounty.gov. A staff member will take a complaint report filed by a group participant or the general public.

Although the person who files will be asked to supply their pertinent info, it will remain confidential and not be released. Every attempt is made to handle complaints quickly and efficiently. Safety-related complaints will be given priority and be resolved as soon as possible.

2. Review

A staff member will review the complaint. The participant named in the complaint will be contacted to share their account of the specific circumstance.

Safety precautions
In cases of safety-related complaints against drivers, they may be asked to step down temporarily while the investigation is being conducted. Another authorized driver must operate the vehicle during this period so the group may continue commuting.

Rider poll
If necessary, the investigator will conduct a rider poll of each group participant. They will ask each rider the same questions and document their responses. The investigator will inform the driver that there is a rider poll; however, any info provided by the riders will remain confidential.

3. Evaluation and resolution

Metro Vanpool staff will discuss and decide alternatives. If necessary, staff may take follow-up action at this time and issue a verbal or written warning. They may assign probation or a suspension of privileges, or in extreme cases, a person may be removed from the group.

Complaints against drivers will be documented and retained in their program file. Metro may withdraw driver approval if complaints reflect a pattern of serious or repeated concerns.