Consumer’s Rights
MART’s mission is, “To serve people by getting them where they need to go to lead their lives.” We believe it is our highest duty to deliver safe, reliable, clean, ontime rides, and operate in a secure manner for our customers and the public.
If you feel we are not operating in accordance with this commitment, please refer to the following for MART’s policy for filing a complaint for rights you feel have been violated. Please note: This process is different from the Complaints Procedures for Anti-Discrimination.
Complaints Procedures for Anti-Discrimination.
Complaint Policy
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. 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 for us to respond back to you quickly.
When filing a complaint, please provide the following information:
• Your name
• Address
• 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 over the phone (978-345-7711 x3) 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 file a complaint by filling out the Customer Feedback form on this website. If you choose this method, the front office staff will file the complaint in the database and notify you of the tracking number via the contact information you provide in the form.
All complaints will be investigated by the operating company within three business days, with follow-up to the consumer by front office staff within five business days. MART will make sure appropriate actions are taken to resolve the cause of the complaint so that service is improved going forward.
If you need to place an ADA complaint, please contact MART’s ADA Complaint Officer:
Keary Connors
ADA Complaint Officer
Keary.connors@mrta.us