Contact

Richmond Metro Authority provides multiple channels for riders, residents, vendors, and civic stakeholders to submit inquiries, reports, and formal requests. This page outlines how to reach the appropriate office, what information to prepare before making contact, and which geographic areas fall within the authority's service jurisdiction. Selecting the right channel and including complete information reduces response time significantly.

Additional contact options

Beyond direct telephone and in-person contact, Richmond Metro Authority maintains structured pathways for specific request types. Each pathway is matched to a distinct administrative function:

1. Public Records Requests — Formal requests submitted under Virginia's Freedom of Information Act (FOIA) are processed through the authority's designated FOIA officer. Requests should be submitted in writing and directed specifically to the FOIA coordinator rather than general customer service. See Richmond Metro Public Records Requests for submission standards and processing timelines.

2. Procurement and Contracting Inquiries — Vendors and contractors seeking information on open solicitations, bid submissions, or contract status should route correspondence through the procurement office. General customer service representatives do not have access to procurement records. Full guidance is available at Richmond Metro Procurement and Contracting.

3. Employment Inquiries — Applications and position-related questions are handled exclusively through the human resources division. Misdirected employment inquiries sent to operations or customer service experience significant delays. The Richmond Metro Employment and Careers page lists open positions and application procedures.

4. ADA and Accessibility Complaints — Complaints related to accessibility barriers or paratransit eligibility disputes are handled by the authority's ADA compliance coordinator, a distinct role from general customer relations. Standards and rights are detailed at Richmond Metro Accessibility and ADA Compliance.

5. Community Outreach and Public Engagement — Organizations seeking to partner on service planning, public meetings, or community programs should contact the outreach division directly. Background on active initiatives is available at Richmond Metro Community Outreach.

How to reach this office

Richmond Metro Authority operates a central customer service function accessible by telephone during standard business hours, Monday through Friday. After-hours inquiries can be submitted through the authority's online contact form, with responses processed on the next business day.

For matters involving active service disruptions, the Richmond Metro Service Alerts and Delays page is updated in real time and does not require direct staff contact to access current information.

Lost property recovered on Richmond Metro vehicles or at transit facilities is logged and held at a central location. The Richmond Metro Lost and Found page explains the retrieval process, holding periods, and documentation required to claim items.

Riders with questions about reduced fare eligibility, including senior, disability, and low-income program qualifications, should direct inquiries to the fare programs team. The Richmond Metro Reduced Fare Programs page describes each program's eligibility thresholds and required documentation before contact is initiated.

In-person visits to administrative offices are available by appointment. Walk-in availability is limited, and scheduling in advance ensures the correct staff member is present to address the specific inquiry.

Service area covered

Richmond Metro Authority's service footprint covers the City of Richmond and extends into the surrounding jurisdictions of Chesterfield County, Henrico County, and portions of the broader Greater Richmond region. The authority operates fixed-route bus service, express routes, paratransit services, and rail connections across this multi-jurisdiction area.

Paratransit services under the Americans with Disabilities Act operate within a corridor defined as three-quarters of a mile on either side of fixed-route alignments, a boundary established by federal ADA regulations (49 C.F.R. Part 37). Trips originating or terminating outside this corridor are not covered under ADA complementary paratransit obligations.

For a detailed breakdown of which neighborhoods, municipalities, and transit corridors fall within active service, see Richmond Metro Service Area. Riders seeking to understand specific route alignments and stops can consult Richmond Metro Bus Routes and Richmond Metro Express Routes.

Major transit hubs and park-and-ride facilities serving as transfer points within the service area are documented at Richmond Metro Major Transit Hubs and Richmond Metro Park-and-Ride Facilities.

What to include in your message

Complete and accurate intake information accelerates routing and reduces back-and-forth correspondence. When contacting Richmond Metro Authority, the following elements should be included:

• Full name and preferred contact method — telephone number or email address with any relevant availability constraints
• Route number or service type — the specific bus route, rail line, paratransit trip, or express service involved, where applicable
• Date, time, and stop location — for incident reports, service complaints, or lost-and-found submissions, the specific date and time narrows the relevant vehicle and run record
• Operator or vehicle identification number — displayed inside vehicles; inclusion is not required but materially speeds up complaint investigations
• Nature of the inquiry — a concise description distinguishing whether the contact is a complaint, a compliment, an information request, an appeal, or a media inquiry
• Supporting documentation — fare receipts, Smart Card transaction records, or photographs are relevant for billing disputes or accessibility complaints

Inquiries that omit the route number and date require a secondary clarification exchange before investigation can begin, adding a minimum of 1 business day to resolution time. Submissions categorized as formal complaints are tracked separately from general inquiries and are subject to documented response timelines under the authority's service standards.

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