Grievance

Policy

Our Commitment

ReliaRide is committed to providing safe, respectful, and high-quality transportation services. We value feedback from our clients and partners, and believe that concerns should be heard and addressed promptly and professionally. This Grievance Policy outlines how to report a complaint and what you can expect in response.

Purpose of the Policy

This policy ensures that all clients and stakeholders have a clear, accessible, and fair process for resolving issues related to services provided by ReliaRide. We are dedicated to resolving complaints in a timely, confidential, and respectful manner.

False or Malicious Grievances

All individuals submitting a grievance are expected to do so in good faith, with honest intentions and a sincere belief that the facts reported are true. A Blessed Path, Inc. DBA ReliaRide is committed to providing a fair and respectful process for resolving grievances, and takes each submission seriously. However, knowingly filing a false or misleading grievance—especially with the intent to harm another person’s reputation or interfere with
services—is strictly prohibited. Submitting a grievance that contains knowingly false information or fabricated claims may result in appropriate action, including:

      • Dismissal of the grievance;
      • Notification to state oversight bodies;
      • Civil consequences if the statements are deemed defamatory or malicious under applicable law.

This policy is not intended to discourage individuals from raising concerns. No action will be taken against anyone who submits a grievance in good faith, even if the concerns cannot later be substantiated.

How to File a Grievance

To file a grievance, please visit our website:

www.reliaride.org

Scroll to the bottom of the homepage and click “Grievance Policy.” You’ll be directed to this page where you can complete and submit the online grievance form.

If you are unable to access the online form, you may contact us and request a paper version. We will mail a copy of the grievance form to your address, along with instructions for mailing it back to our office for processing.

For assistance, contact us:

• Phone: (330) 244-0657

• Email: admin@reliaride.org

Please Note: All grievance forms must be fully completed. Incomplete submissions will be considered null and void and will not be reviewed.

Grievance Review Process

Acknowledgment

• Your grievance is recorded in our secure system within 24 hours of receipt.

• You will receive confirmation that it has been received and is under review.

Investigation

Our Quality Assurance (QA) team will gather all relevant information, which may include:

• Trip logs and dispatch data

• GPS tracking and vehicle routing history

• Dash camera footage (if applicable)

• Call recordings (if applicable)

• Driver interviews or witness statements

Resolution and Follow-Up

• A formal response will be provided within 2 business days.

• If necessary, the matter may be referred to the appropriate oversight agency.

• Any corrective actions will be documented and, where appropriate, shared with regulatory partners.

Escalation Clause

If the complainant is not satisfied with the outcome of the grievance resolution, they may request the matter be escalated for further review by ReliaRide's Executive Leadership.

• The escalation request must be submitted in writing within 5 business days of receiving the original resolution response.

• The grievance will then be reviewed by ReliaRide's Executive Leadership Team.

• The decision made at this level is final and binding.

Confidentiality and Retaliation

All grievances are handled with strict confidentiality and shared only with individuals directly involved in resolving the issue. Retaliation against any person for submitting a grievance or participating in an investigation is strictly prohibited and will result in disciplinary action.