Contact

Riverside Metro Authority maintains a structured contact process to ensure inquiries are directed to the appropriate department and resolved within defined timeframes. This page outlines response expectations for different request types, available contact channels, office access information, and the geographic boundaries of the service area. Riders, employers, media representatives, and government partners each have distinct pathways for reaching the correct team.

Response expectations

Response times at Riverside Metro Authority vary by inquiry type and submission channel. Understanding these distinctions helps set accurate expectations before submitting a request.

Standard customer service inquiries — questions about fares and passes, schedules, TAP card issues, or general trip planning — receive a response within 2 business days when submitted through written channels. Phone inquiries are addressed during staffed hours with no callback queue delay for most routine topics.

Accessibility and paratransit requests — including Dial-A-Ride eligibility determinations and accessibility services accommodations — are governed by federal ADA regulations and carry a response obligation of no more than 21 days for eligibility decisions, consistent with 49 CFR Part 37 requirements.

Lost and found inquiries are typically processed within 3 business days. Items recovered on vehicles are logged and held for a minimum of 30 days before disposition.

Procurement and contract inquiries directed to the procurement office follow formal solicitation timelines and are not subject to the standard customer service response schedule.

Public records requests are processed in accordance with California Government Code Section 6250 et seq. (the California Public Records Act), which establishes a 10-day initial response deadline with allowable extensions up to an additional 14 days under defined circumstances.

A comparison of the two primary submission pathways:

Additional contact options

Beyond the main customer service line, Riverside Metro Authority operates distinct contact channels for specialized functions:

1. Service alerts and disruptions — Real-time information is published on the service alerts page and through the agency's official notification system. Phone agents can confirm active alerts but are not the primary alert publication channel.
2. Public meetings and participation — Comments intended for the Board of Directors or long-range planning processes should be directed to the Clerk of the Board, not general customer service.
3. Employer programs — Organizations seeking bulk pass arrangements or commuter benefit program coordination contact the employer services team through a dedicated business inquiry channel.
4. Student transit programs — School district liaisons and university coordinators work with a designated institutional accounts representative.
5. Media inquiries — Press and broadcast contacts are handled exclusively through the communications office; customer service representatives are not authorized to provide statements on behalf of the agency.
6. Safety and security concerns — Non-emergency safety concerns are routed to the security coordination office. Emergencies require 911 contact first, followed by agency notification.

How to reach this office

Riverside Metro Authority's administrative offices are located within Riverside County, California. Physical visits to administrative offices are by appointment only for most departments; walk-in service is not guaranteed except at designated customer service counters at major transit centers.

Customer service counter hours at primary transit centers follow published weekday and weekend schedules. Hours at individual stations are posted on the stations and stops page and may differ from administrative office hours by as much as 4 hours on either end of the day.

Correspondence submitted by mail should be addressed to the specific department (Customer Service, Clerk of the Board, Procurement, or ADA Coordinator) to avoid processing delays. Undifferentiated mail addressed only to the agency name is sorted manually and may add 5 to 7 business days to processing time.

For trip planning assistance outside staffed hours, the agency's online trip planner and real-time arrivals tool operate continuously without staff involvement.

Service area covered

Riverside Metro Authority provides public transportation services within Riverside County, California, one of the largest counties by land area in the contiguous United States at approximately 7,208 square miles. Not all areas within the county boundary receive the same level of service — coverage is tiered by population density and route infrastructure.

Fixed-route service (local bus, Bus Rapid Transit, and commuter rail) is concentrated in the western portion of Riverside County, where population centers including the City of Riverside, Corona, Moreno Valley, and Perris are located.

Demand-responsive service such as Dial-A-Ride covers a broader footprint, including lower-density eastern areas, subject to advance reservation requirements and eligibility criteria outlined on the reduced fare eligibility page.

Regional connections extend service coordination beyond the county line through partnerships with adjacent operators. The regional connections page details interagency transfer points and through-ticketing arrangements with Los Angeles, Orange, and San Bernardino county transit systems.

Inquiries about service in a specific city or unincorporated community should reference the routes and lines directory before contacting the agency, as service boundary questions for defined corridors are answered more precisely through route documentation than through general customer service channels.

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