Montachusett Regional Transit Authority Complaint Procedures

(en español)

Title VI of the Civil Rights Act of 1964, as amended, provides that “no person in the United States shall, on the ground of race, color, or national origin, be excluded from participation in, be denied the benefits of, or be subjected to discrimination under any program or activity receiving Federal financial assistance.” (42 U.S.C. Section 2000d). The purpose of Title VI is to prevent the denial, reduction or delay of benefits and services to minority and low-income populations, to ensure full and fair participation by affected populations in transportation decisions, and to ensure that the policies and programs of MART avoid producing disproportionately negative effects on minority and low-income populations.

Filing A Complaint:

Any person who believes him/herself to be subjected to a discrimination prohibited by Title VI may by him/herself, or by a representative, file a written complaint form with MART. A complaint must be filed no later than 180 days after the date of the alleged discriminatory act. Complainants shall complete all requested information on the form, which will include the following information:

• Name, address and phone number of the complainant
• Name, address, phone number and relationship of representative to the complainant (if applicable)
• Basis of complaint (i.e. race, color, national origin)
• Date of alleged discriminatory act(s)
• Date complaint received by MART
• Description of the complaint containing as many specific details and facts as possible

No one may intimidate, threaten, coerce, or engage in other discriminatory conduct against anyone because he/she has filed a complaint to secure rights protected by the nondiscrimination statutes FTA enforces. Any individual alleging such harassment or intimidation may file a complaint with the Federal Transit Administration.

You may  fill out a complaint form and email it or mail it to the MART office at 1427R Water St, Fitchburg, MA 01420.

Tracking System:

All filed complaint forms will be maintained at our main office. These written complaints will be transposed into an electronic database. The complaints database is accessible to all customer service staff for complaint input. Most of the information stored within this database is related to poor service provided, but would be the repository for complaints filed for discrimination as well. Complaints lodged against MART staff will be investigated internally and recorded. Complaints lodged against drivers or dispatch personnel will be handed over to MART’s operating company. The same complaints database is accessible to our transportation operator who responds to the complaint with investigations done and any disciplinary actions taken. MART staff monitors the database for resolutions provided by the operating company.

Montachusett RTA Procedure for Investigate of Complaints:

Within three (3) days of receipt of a written complaint form, MART will have input the information into the database and notified the complainant of the investigation process. All complaints will be investigated by the operating company within 3 business days, with follow-up to the consumer by Front Office Staff within 5 business days.