{"id":5696,"date":"2021-10-16T10:28:00","date_gmt":"2021-10-16T10:28:00","guid":{"rendered":"http:\/\/marttransit.infojiniconsulting.com\/?page_id=5696"},"modified":"2025-12-12T17:50:12","modified_gmt":"2025-12-12T17:50:12","slug":"complaints-procedures","status":"publish","type":"page","link":"https:\/\/www.mrta.us\/consumers-rights\/complaints-procedures\/","title":{"rendered":"Complaints Procedures"},"content":{"rendered":"<div class=\"wpb-content-wrapper\">[vc_row][vc_column][vc_column_text css=&#8221;&#8221;]\r\n<div class=\"col-12\">\r\n<h2>COMPLAINT PROCEDURES<\/h2>\r\n<\/div>\r\n<div class=\"col-12 light-bl-box complaint-procedure\">\r\n<div class=\"row my-4\">\r\n<div class=\"col-md-1\"><svg class=\"icon fab fa-sad-face\" role=\"presentation\"><use xlink:href=\"\/wp-content\/themes\/mart\/images\/spritemap.svg#sprite-sad-face\"><\/use><\/svg><\/div>\r\n<div class=\"col-md-10\">\r\n<h3>Filing A Complaint:<\/h3>\r\nAny 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:\r\n<ul>\r\n \t<li>Name, address and phone number of the complainant<\/li>\r\n \t<li>Name, address, phone number and relationship of representative to the complainant (if applicable)<\/li>\r\n \t<li>Basis of complaint (i.e. race, color, national origin)<\/li>\r\n \t<li>Date of alleged discriminatory act(s)<\/li>\r\n \t<li>Date complaint received by MART<\/li>\r\n \t<li>Description of the complaint containing as many specific details and facts as possible<\/li>\r\n<\/ul>\r\nNo 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.\r\n\r\n<\/div>\r\n<\/div>\r\n<div class=\"row mb-4\">\r\n<div class=\"col-md-1\"><svg class=\"icon fab fa-binoculars\" role=\"presentation\"><use xlink:href=\"\/wp-content\/themes\/mart\/images\/spritemap.svg#sprite-binoculars\"><\/use><\/svg><\/div>\r\n<div class=\"col-md-10\">\r\n<h3>Tracking System:<\/h3>\r\nAll 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&#8217;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.\r\n\r\n<\/div>\r\n<\/div>\r\n<div class=\"row mb-4\">\r\n<div class=\"col-md-1\"><svg class=\"icon fab fa-customer-service\" role=\"presentation\"><use xlink:href=\"\/wp-content\/themes\/mart\/images\/spritemap.svg#sprite-customer-service\"><\/use><\/svg><\/div>\r\n<div class=\"col-md-10\">\r\n<h3>Procedure for Investigation of Complaints:<\/h3>\r\nWithin 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.\r\n\r\n<\/div>\r\n<\/div>\r\n<div class=\"row mb-4\">\r\n<div class=\"col-md-1\"><svg class=\"icon fab fa-customer-service\" role=\"presentation\"><use xlink:href=\"\/wp-content\/themes\/mart\/images\/spritemap.svg#sprite-customer-service\"><\/use><\/svg><\/div>\r\n<div class=\"col-md-10\">\r\n<h3>Title VI Statement:<\/h3>\r\nTitle VI of the Civil Rights Act of 1964, as amended, provides that \u201cno 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.\u201d (42 U.S.C. Section 2000d).\r\nThe 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.\r\n<div class=\"button-group\"><a class=\"button\" href=\"https:\/\/www.mrta.us\/wp-content\/uploads\/2025\/12\/Updated-Title-VI-Complaint-form-12.12.25.pdf\" target=\"_blank\" rel=\"noopener\">Title VI Complaint Form<\/a>\r\n<a class=\"button\" href=\"https:\/\/www.mrta.us\/wp-content\/uploads\/2025\/12\/Updated-Title-VI-Complaint-Form-12.12.25-Spanish.pdf\" target=\"_blank\" rel=\"noopener\">Title VI Complaint Form (Spanish)<\/a>\r\n<a class=\"button\" href=\"https:\/\/mrta.caseiq.app\/portal\/reportonline\" target=\"_blank\" rel=\"noopener\">Online Submission<\/a><\/div>\r\n<\/div>\r\n<\/div>\r\n<div class=\"row mb-4\">\r\n<div class=\"col-md-1\"><svg class=\"icon fab fa-customer-service\" role=\"presentation\"><use xlink:href=\"\/wp-content\/themes\/mart\/images\/spritemap.svg#sprite-customer-service\"><\/use><\/svg><\/div>\r\n<div class=\"col-md-10\">\r\n<h3>Americans with Disability Act (ADA) Statement:<\/h3>\r\nThe Montachusett Regional Transit Authority (MART) is committed to ensuring that no person is excluded from participation in, denied the benefits of, or subjected to discrimination under any of its programs, services, or activities on the basis of disability, as protected by the Americans with Disabilities Act (ADA) (49 CFR Parts 27, 37, and 38).\r\nMART provides accessible transit services and makes reasonable modifications to policies, practices, and procedures to ensure equal access for all riders.\r\n<div class=\"button-group\"><a class=\"button\" href=\"https:\/\/www.mrta.us\/wp-content\/uploads\/2025\/12\/Updated-ADA-Complaint-Form-12.12.25.pdf\" target=\"_blank\" rel=\"noopener\">ADA Complaint Form<\/a>\r\n<a class=\"button\" href=\"https:\/\/www.mrta.us\/wp-content\/uploads\/2025\/12\/Updated-ADA-Complaint-Form-12.12.25-Spanish.pdf\" target=\"_blank\" rel=\"noopener\">ADA Complaint Form (Spanish)<\/a>\r\n<a class=\"button\" href=\"\/wp-content\/uploads\/2022\/05\/Reasonable-Modification-Request-Form.pdf\" target=\"_blank\" rel=\"noopener\">Reasonable Modification Form<\/a><\/div>\r\n<\/div>\r\n<\/div>\r\n<div class=\"row mb-4\">\r\n<div class=\"col-md-1\"><svg class=\"icon fab fa-customer-service\" role=\"presentation\"><use xlink:href=\"\/wp-content\/themes\/mart\/images\/spritemap.svg#sprite-customer-service\"><\/use><\/svg><\/div>\r\n<div class=\"col-md-10\">\r\n<h3>General Non Discrimination Statement:<\/h3>\r\nThe Montachusett Regional Transit Authority (MART) is committed to providing equal access to all of its programs, services, and activities. MART does not discriminate on the basis of (race, color, national origin \u2013 Covered under Title VI) sex, age, religion, (disability \u2013 Covered under ADA), sexual orientation, gender identity, veteran status, family or marital status, or any other characteristic protected by applicable federal, state, or local law.\r\nMART also ensures that its contractors and partners comply with nondiscrimination requirements in all services provided with MART funding.\r\n<div class=\"button-group\"><a class=\"button\" href=\"https:\/\/www.mrta.us\/wp-content\/uploads\/2025\/09\/General-Complaint-Form-08.22.25.pdf\" target=\"_blank\" rel=\"noopener\">Complaint Form<\/a>\r\n<a class=\"button\" href=\"https:\/\/www.mrta.us\/wp-content\/uploads\/2025\/09\/General-Compliant-Form-Spanish-08.22.25.pdf\" target=\"_blank\" rel=\"noopener\">Complaint Form (Spanish)<\/a>\r\n<a class=\"button\" href=\"https:\/\/mrta.caseiq.app\/portal\/reportonline\" target=\"_blank\" rel=\"noopener\">Online Submission<\/a><\/div>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n[\/vc_column_text][\/vc_column][\/vc_row]<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_row][vc_column][vc_column_text css=&#8221;&#8221;] COMPLAINT PROCEDURES Filing A Complaint: Any person who believes him\/herself to be subjected [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":110902,"parent":5701,"menu_order":0,"comment_status":"closed","ping_status":"closed","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-5696","1":"page","2":"type-page","3":"status-publish","4":"has-post-thumbnail","6":"entry"},"acf":[],"_links":{"self":[{"href":"https:\/\/www.mrta.us\/wp-json\/wp\/v2\/pages\/5696","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=5696"}],"version-history":[{"count":24,"href":"https:\/\/www.mrta.us\/wp-json\/wp\/v2\/pages\/5696\/revisions"}],"predecessor-version":[{"id":133340,"href":"https:\/\/www.mrta.us\/wp-json\/wp\/v2\/pages\/5696\/revisions\/133340"}],"up":[{"embeddable":true,"href":"https:\/\/www.mrta.us\/wp-json\/wp\/v2\/pages\/5701"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.mrta.us\/wp-json\/wp\/v2\/media\/110902"}],"wp:attachment":[{"href":"https:\/\/www.mrta.us\/wp-json\/wp\/v2\/media?parent=5696"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}