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File a Discrimination Complaint

If your civil rights have been violated, you can file a complaint with the MBTA Office of Diversity and Civil Rights. Title VI prohibits discrimination on the basis of race, color, or national origin. File a complaint alleging violation of Title VI no later than 180 days from the date of the alleged violation. 

How to File a Discrimination Complaint

You have several options to submit a discrimination complaint:

Understanding the Complaint Process

Here's what you can expect when filing a complaint:

  1. After we receive a complaint, MassDOT/MBTA issues the complainant an acknowledgment letter.
  2. The complaint is assigned to and reviewed by an investigator.
  3. The investigator conducts interviews of complainants, witnesses, and the respondent.
  4. The investigator reviews the evidence and testimonies to determine whether a violation has occurred.
  5. The Complainant and Respondent are issued a letter of resolution or a letter of finding and offered appeal rights.
  6. Once the appeal period has expired, the investigation is closed.

Title VI Complaint Procedures in Your Preferred Language

These procedures are available in multiple languages. Additional translations are provided upon request. 

How to File an Appeal

You may appeal a finding to the Assistant Secretary and Chief Diversity Officer. The appealing party must provide any new information that was not readily available during the original investigation that would lead MassDOT/MBTA to reconsider its determinations.

Submit the request for an appeal and any new information within 30 days of the date the MassDOT/MBTA issued a letter of finding.

After reviewing this information, MassDOT/MBTA will respond either by issuing a revised letter of resolution or by informing the appealing party that the original letter of resolution or finding remains in force.

Title VI

Learn about your Title VI rights and other protections

MBTA Policies

Everyone deserves to have a safe and comfortable experience with the MBTA. Please review the policies we follow to ensure that happens. 

View MBTA policies

ADA/Accessibility Complaints

To submit an ADA/Accessibility complaint or feedback, please call 617-222-3200 or complete the Customer Support form. The Customer Engagement Coordinator in System-Wide Accessibility & Customer Liaison for The RIDE are responsible for coordinating the resolutions of ADA/Accessibility complaints once they are received.

Learn what happens after you file a complaint

Service and Fare Change Equity Policy

Learn more about the Service and Fare Change Equity Policy

Contact Us

MBTA Office of Diversity and Civil Rights

  • Title VI Unit
  • 10 Park Plaza, Suite 3800
  • Boston, MA 02116

Phone: 857-368-8580

Fax: 617-222-3263

TTY: 711

Email: MBTACivilRights@mbta.com

Title VI

Learn about your Title VI rights and other protections

MBTA Policies

Everyone deserves to have a safe and comfortable experience with the MBTA. Please review the policies we follow to ensure that happens. 

View MBTA policies

ADA/Accessibility Complaints

To submit an ADA/Accessibility complaint or feedback, please call 617-222-3200 or complete the Customer Support form. The Customer Engagement Coordinator in System-Wide Accessibility & Customer Liaison for The RIDE are responsible for coordinating the resolutions of ADA/Accessibility complaints once they are received.

Learn what happens after you file a complaint

Service and Fare Change Equity Policy

Learn more about the Service and Fare Change Equity Policy