MBCTA Feedback Form

MBCTA Feedback Form

Compliments, Questions & Complaints Welcome!
MBCTA welcomes compliments, questions, service concerns, ADA-related concerns, Title VI complaints, and other feedback. Your submission will be reviewed and routed to the appropriate department or process. Please provide as much specific information as possible so MBCTA can review your submission accurately.
What is your name

First NameLast Name
Please enter the best email address for MBCTA to contact you, if follow-up is needed.
example@example.com
Please enter the best phone number for MBCTA to contact you, if follow-up is needed.
Please enter a valid phone number.Format: (000) 000-0000.
What do you want to do?

Compliment Someone and/or MBCTA

We all appreciate being noticed for a job well done!
The Name of the person you're complementing?

First NameLast Name
Please tell us why you are recognizing this person, team, or MBCTA.
You may submit this compliment anonymously or include your name.
Positive stories are better when shared. Can we...

Questions about MBCTA? We have answers.

MBCTA generally responds to questions within three business days when contact information is provided.
What's your question?

File a complaint
Use this form to report a specific concern involving MBCTA service, staff, vehicles, facilities, ADA accessibility, Title VI, Rapid Transit, Paratransit, Fixed Route, or another MBCTA program or service.

Please provide specific information whenever possible, including the date, time, route, vehicle, pickup or destination location, employee name or description, trip number, phone call details, witnesses, photos, recordings, screenshots, or other relevant documentation. MBCTA reviews complaints using the information provided and available records such as video, dispatch logs, phone records, trip data, GPS data, employee reports, policies, and other relevant documentation.
What type of issue are you reporting?
MBCTA may reclassify or route your submission to the appropriate department or process after review.
What type of ADA or accessibility concern are you reporting?
What is the basis of your Title VI concern?
Title VI applies to discrimination based on race, color, or national origin, including language access where applicable. MBCTA may route ADA, accessibility, service, or other concerns to the appropriate process.
Where did this happen?
Location, stop, pickup address, destination, phone number called, or online/app location
Please provide enough detail for MBCTA to identify where the issue occurred.
Briefly describe what happened.
Please include the key facts: what happened, who was involved, and what you believe MBCTA should review.
Who was involved, if known?
Include employee names, vehicle numbers, route numbers, or descriptions if known.
Additional location details
Provide any additional location details that may help MBCTA review the complaint.
What do you believe MBCTA should review?
This is less adversarial and works for general complaints, ADA, Title VI, operations, etc.
Were there any witnesses?
If yes, please provide names or contact information if available.
Have you already reported this to MBCTA? If yes, to whom and when?
If yes, please tell us when, how, and to whom you reported it.
Who did you report this to?
Attach any supporting documentation, if available.

You may upload photos, screenshots, recordings, written statements, or other documents.
Cancelof
If you were riding on a bus when this incedent took place, what bus
What date & time did this happen?

MonthDayYear
Date
Hour MinutesAM/PM Option
What would you like MBCTA to review or consider?
MBCTA will consider your selection during review. Your selection does not guarantee a specific outcome, response, service change, disciplinary action, or follow-up contact.
Best way to contact you
MBCTA may be unable to fully investigate or respond to complaints submitted without accurate contact information. Anonymous complaints may be reviewed.
By submitting this form, I, First Name Last Name certify that the information I am providing is true and accurate to the best of my knowledge.

By submitting this complaint, I certify that the information I am providing is true and accurate to the best of my knowledge.

I understand that MBCTA reviews complaints based on the information provided and available records, which may include video, dispatch logs, phone records, trip data, GPS data, employee reports, witness statements, policies, and other relevant documentation.

I understand that MBCTA may be unable to investigate a complaint if it does not include enough information to identify the issue, date, time, location, trip, route, vehicle, employee, or other relevant facts. MBCTA may administratively close complaints that are duplicative, knowingly false, outside MBCTA’s jurisdiction, or lacking enough information to investigate after review.

Threatening, abusive, or disruptive conduct may be handled separately under MBCTA’s rider conduct, safety, workplace, or service policies. Filing a complaint does not prevent MBCTA from enforcing neutral service rules, rider conduct rules, no-show/late-cancel procedures, safety requirements, or other applicable policies, provided those policies are applied consistently and without discrimination or retaliation.

Complaint Resolution
Complaints are reviewed and resolved internally through staff review, operational review, training, corrective action, policy clarification, customer communication, referral to the appropriate department, or other administrative action as appropriate.

MBCTA may notify you that your complaint has been received, reviewed, referred, resolved, or closed. You will not be notified of specific internal personnel actions, disciplinary actions, confidential employment matters, security-sensitive information, privileged communications, or other confidential administrative actions.

Complaint / Feedback Submitted

Thanks for taking your time to offer feedback!
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MBCTA Feedback Form

Compliment Someone and/or MBCTA

Questions about MBCTA? We have answers.

File a complaint

Complaint / Feedback Submitted