{"id":5352,"date":"2021-09-05T12:15:00","date_gmt":"2021-09-05T12:15:00","guid":{"rendered":"http:\/\/marttransit.infojiniconsulting.com\/?page_id=5352"},"modified":"2025-08-22T19:33:43","modified_gmt":"2025-08-22T19:33:43","slug":"ada-complaints-procedure","status":"publish","type":"page","link":"https:\/\/www.mrta.us\/service\/ada-complaints-procedure\/","title":{"rendered":"ADA Complaints Procedure"},"content":{"rendered":"<div class=\"col-12\">\r\n  <h2>MART\u2019s ADA Complaint Policy<\/h2>\r\n\r\n  <p>\r\n    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.\r\n  <\/p>\r\n\r\n  <h3>Complaint Resolution<\/h3>\r\n\r\n  <p>\r\n    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 respond back to you quickly.\r\n  <\/p>\r\n\r\n  <p>When filing a complaint, please provide the following information:<\/p>\r\n  <ul>\r\n    <li>Your name, address, and a contact number<\/li>\r\n    <li>Date and time the incident occurred<\/li>\r\n    <li>Details of the incident and bus\/van number<\/li>\r\n    <li>Type of Service<\/li>\r\n  <\/ul>\r\n\r\n  <p>\r\n    MART\u2019s Administrative Front Office Staff will take all complaints and enter them into MART\u2019s complaint database. MART\u2019s 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 \r\n    <a href=\"https:\/\/www.mrta.us\/wp-content\/uploads\/2022\/06\/Title-VI-Complaint-Form.pdf\">fill out a complaint form<\/a> \r\n    and \r\n    <a href=\"mailto:contactmart@mart.us?subject=Complaint\">email<\/a> \r\n    it or mail it to the MART office at 1427R Water St, Fitchburg, MA 01420.\r\n  <\/p>\r\n\r\n  <p>\r\n    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.\r\n  <\/p>\r\n\r\n  <h3>MART\u2019s ADA Complaint Officer:<\/h3>\r\n  <address style=\"line-height:1.6;\">\r\n    Angela Valk<br\/>\r\n    ADA Complaint Officer<br\/>\r\n    1427R Water Street<br\/>\r\n    Fitchburg, MA 01420<br\/>\r\n    <a href=\"mailto:ADA@mrta.us\">ADA@mrta.us<\/a>\r\n  <\/address>\r\n<\/div>\r\n","protected":false},"excerpt":{"rendered":"<p>MART\u2019s ADA Complaint Policy MART welcomes your compliments, complaints, and suggestions. We use customer input [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":5022,"menu_order":0,"comment_status":"closed","ping_status":"open","template":"","meta":{"_acf_changed":false,"inline_featured_image":false,"_genesis_hide_title":false,"_genesis_hide_breadcrumbs":false,"_genesis_hide_singular_image":false,"_genesis_hide_footer_widgets":false,"_genesis_custom_body_class":"","_genesis_custom_post_class":"","_genesis_layout":"","footnotes":""},"class_list":{"0":"post-5352","1":"page","2":"type-page","3":"status-publish","5":"entry"},"acf":[],"_links":{"self":[{"href":"https:\/\/www.mrta.us\/wp-json\/wp\/v2\/pages\/5352","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.mrta.us\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.mrta.us\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.mrta.us\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.mrta.us\/wp-json\/wp\/v2\/comments?post=5352"}],"version-history":[{"count":8,"href":"https:\/\/www.mrta.us\/wp-json\/wp\/v2\/pages\/5352\/revisions"}],"predecessor-version":[{"id":130689,"href":"https:\/\/www.mrta.us\/wp-json\/wp\/v2\/pages\/5352\/revisions\/130689"}],"up":[{"embeddable":true,"href":"https:\/\/www.mrta.us\/wp-json\/wp\/v2\/pages\/5022"}],"wp:attachment":[{"href":"https:\/\/www.mrta.us\/wp-json\/wp\/v2\/media?parent=5352"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}