How can I file an ADA discrimination complaint?
Any person who believes that they have been discriminated against or denied full participation in transportation on the basis of disability by WRTA may file an ADA complaint.
How to Request the ADA Complaint Form
WRTA is committed to providing you with safe and reliable transportation services and we want your feedback. The ADA complaint form is provided here in English or Spanish language versions. If you are unable to print or open the form and would like a form, you can request it by contacting us by phone, by mail or by email. When requesting this form we will need you to provide your contact information in order to provide you the form. If you need the form in an accessible format please use the following link to make that request: https://therta.com/accessible-formats/.
Phone
1 (508) 791-9782
Mail
ADA Form Request
60 Foster Street
Worcester, MA 01608
E-mail
csfeedback@therta.com
Once you have printed the form or have received it in the mail please return it to the address below. You may also email the document to the email address below, (please attach the document).
Worcester Regional Transit Authority (WRTA)
c/o Joshua Rickman, Administrator & Title VI Coordinator
60 Foster Street
Worcester, MA 01604-4016
E-mail: csfeedback@therta.com
ADA Complaint Process
Complaints must be filed within 180 calendar days of the alleged incident. Upon receipt of an ADA complaint, WRTA will review the submitted information within 15 business days and send the complainant an acknowledgement letter informing them whether or not the alleged discrimination is found to be a violation of ADA regulations.
If the alleged discrimination is found to violate ADA regulations, WRTA will complete an investigation within 60 calendar days of receipt of the complaint. Once the investigator has reviewed a complaint, they will issue one of two letters to the complainant: 1) a closure letter or 2) a letter of finding (LOF). A closure letter summarizes the allegations stating that no ADA violation occurred and that the case will be closed. A LOF summarizes the allegations and the interviews concerning the alleged incident, and explains what, if any, corrective action, additional training of staff members, or other action will occur. If the complainant wishes to appeal WRTA’s decision, they will have 10 business days from the date of the letter to do so.
In addition to filing an ADA complaint with the WRTA, an ADA complaint may also be filed directly with the Federal Transit Administration (FTA):
Office of Civil Rights
Attn: Complaint Team
Federal Transit Administration
East Building, 5th Floor, TCR
1200 New Jersey Avenue, SE
Washington, DC 20590
Record Retention
WRTA will retain all ADA complaints for 3 years from the date the investigation was completed.