If you have a concern you would like to report, please contact the Compliance Director, as listed below.
Procurement and Compliance Director
115 Thorndike Street
Lowell, MA 01852
If you would like to file a formal complaint with the LRTA, please follow the information listed below:
The LRTA will address any concerns or complaints you might have, including but not limited to:
- Americans with Disabilities Act (ADA): this prohibits discrimination on the basis of a disability
- Title VI: this prohibits discrimination on the basis of race, color, or national origin
- Equal Employment Opportunity (EEO): this prohibits discrimination toward job applicants or employees on the basis of race, color, religion, national origin, sex, age, or disability
- Disadvantaged Business Enterprise (DBE): this is a set of regulations (49 CFR Part 26) that must be followed by all FTA funding recipients
Who is Eligible to File a Complaint
Anyone who believes that the LRTA has failed to comply with any of the requirements listed above is eligible to file a complaint. Complaints should be filed within 180 days of the date of the alleged violation. If you have questions about this process or would like this document in an alternative format, please notify the Compliance Director as listed above.
How to File a Complaint
You can file a complaint by printing and mailing in or downloading and emailing your electronically completed Civil Rights Complaint Form to the Compliance Director at the email or address listed above. When submitting your completed form, please be sure to include any additional documentation that might assist the investigation such as photographs, bus route information, correspondence records, or any other documentation that could be helpful.
What to Expect During the Complaint Process
The LRTA wants to address and correct all concerns and complaints in a timely manner. You will receive a confirmation that your complaint was received within 10 business days of your submission, this does not include holidays and weekends. We will begin working internally to investigate and respond to your complaint, potentially reaching out to you for additional details and information as required. Once a resolution to your complaint has been made, we will keep a record of your complaint documentation for a period of 5 years from the resolution date.