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Consumer’s Rights

Consumer’s Rights


MART’s Mission is to provide safe, reliable, efficient, and cost-effective transit, Para-transit, and brokerage services to our customers contributing to the social well-being and economic vitality of the region and the Commonwealth.  MART knows that it is the consumer’s right to have this provided to them.  The following is MART’s policy for filing a complaint if you feel that these rights have been violated.  Please note that this process if different from the 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 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 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 chose this method the Front Office Staff will file the complaint in the database and notify you of the tracking number by the contact information you provide in the form.

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 will ensure that 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
1427 R Water Street
Fitchburg, MA 01420
978-345-7711 ext. 2274
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