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ADA Complaints Procedure


MART welcomes your compliments, complaints and suggestions.  We use customer input as a tool to improve the quality of service.  We are committed to protecting the confidentiality of our riders.  Please keep in mind that anonymous complaints cannot receive responses.

Complaint Resolution

If you experience a problem please contact us as soon as possible at 978-345-7711 ext. 3.  The sooner you let us know about a problem, the easier it is for us to research what may have occurred and to for us to respond back to you quickly.

When filing a complaint, please provide the following information:

  • Your name, address and a contact number
  • Date and time the incident occurred
  • Details of the incident and bus/van number
  • Type of Service

MART’s Administrative Front Office Staff will take all complaints and enter them into MART’s complaint database.  MART’s staff will issue each caller a confirmation number for tracking purposes.  When calling please be sure to have your confirmation number so that the Front Office Staff can easily find your complaint.  You may also fill out a complaint form and email it or mail it to the MART office at 1427R Water St, Fitchburg, MA 01420 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.

MART’s ADA Complaint Officer:
Keary Connors
ADA Complaint Officer
1427R Water Street
Fitchburg, MA 01420
978-345-7711 ext. 2274
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