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:
Mail a discrimination complaint form to the MBTA Office of Diversity and Civil Rights:
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
Email the discrimination complaint form to MBTACivilRights@mbta.com.
Call the MBTA Customer Call Center at 617-222-3200 or message Customer Support. Customer Service employees will forward your complaint to the Office of Diversity and Civil Rights.
Mail a discrimination complaint form directly to the U.S. Department of Transportation:
U.S. Department of Transportation
Office of Civil Rights
1200 New Jersey Avenue, SE
Washington, DC 20590
Additionally, you may submit online to the U.S. Department of Justice via the Civil Rights Division.
Discrimination Complaint Form
Download, print, and complete the form, or stop by the Title VI Unit office to request a form.
This complaint form is available in multiple languages. Additional translations or assistance completing the form are provided upon request.
- نموذج شكوى حول وقوع حالة تمييز | Arabic
- Discrimination Complaint Form | English
- 歧视投诉表格 | Simplified Chinese
- 歧視投訴表格 | Traditional Chinese
- Formulaire de plainte pour discrimination | French
- Fòm pou pote plent pou diskriminasyon | Haitian Creole
- Modulo di denuncia per discriminazione | Italian
- ពាក្យបណ្តឹងស្តីពីភាពរើសអើង | Khmer
- Formulário de Reclamação por Discriminação | Portuguese
- Форма жалобы на дискриминацию | Russian
- Formulario de Queja por Discriminación | Spanish
- Biểu mẫu Khiếu nại Phân biệt đối xử | Vietnamese
Understanding the Complaint Process
Here's what you can expect when filing a complaint:
- After we receive a complaint, MassDOT/MBTA issues the complainant an acknowledgment letter.
- The complaint is assigned to and reviewed by an investigator.
- The investigator conducts interviews of complainants, witnesses, and the respondent.
- The investigator reviews the evidence and testimonies to determine whether a violation has occurred.
- The Complainant and Respondent are issued a letter of resolution or a letter of finding and offered appeal rights.
- 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.
- English
- عربي | Arabic
- 简体中文 | Simplified Chinese
- 繁體中文 | Traditional Chinese
- Français | French
- Kreyòl Ayisyen | Haitian Creole
- Italiano | Italian
- ខ្មែរ | Khmer
- Português | Portuguese
- Русский | Russian
- Español | Spanish
- Tiếng Việt | Vietnamese
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.
MBTA Policies
Everyone deserves to have a safe and comfortable experience with the MBTA. Please review the policies we follow to ensure that happens.
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.
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
MBTA Policies
Everyone deserves to have a safe and comfortable experience with the MBTA. Please review the policies we follow to ensure that happens.
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.