Concord Area Transit strives to serve every rider with dignity and respect. We have a process to file a complaint if you feel we fail to live up to this goal.
ADA Complaint Procedure and Form
ADA Complaint Procedures
To file a complaint please complete the CAT ADA Complaint Form. You may also call us or request a copy by mail. The requests should be made using the contact information below.
The complaint form must be signed, dated and written no more than 180 days from the date of the alleged incident. The complaint form should be mailed to:
CAPBM
Attn: Mobility Manager-CAT ADA Complaint
2 Industrial Park Drive
P.O. Box 1016
Concord, NH 03302-1016
Phone: 603.225.1989
TDD/TTY Relay: 1.800.735.2964
E-Mail: mobilitymanager@capbm.org
Along with your form, please attach on separate sheet(s) if necessary:
1.) Any supporting documentation
2.) Sufficient details for an investigator to understand why you believe CAT has violated the ADA with specifics such as dates and times of incidents
3.) Any related correspondence from CAT
CAT will process complaints that are complete and received no more than 180 days (about 6 months) after the alleged incident. Upon the receipt of a complaint CAT will acknowledge your complaint within two (2) business days and provide you with a date by which a response will be sent to the complaint. CAT will investigate received complaints within seven (7) business days from the receipt of a complaint. CAT may contact you if more information is needed to resolve the case. Unless a longer period is specified by CAT, you will have ten (10) business days from the date of the request to send the requested information. If the requested information is not received, CAT may administratively close the case. A case can be administratively closed if you no longer wish to pursue it. The complaint process should not exceed 30 days from the receipt of complaint. The decision will set out a process for resolution of the complaint, and/or state the reasons for the decision and the procedures for the complainant to appeal the decision. The notice of the appeals process will be included with the decision.
A copy of the complaint, investigative report and the decision shall be forwarded to New Hampshire Department of Transportation (NH DOT) within thirty (30) days of the final finding of the complaint. If the investigation is delayed for any reason, the investigator will notify the appropriate authorities and an extension will be requested.
Customers who are unsatisfied with the resolution of the complaint will have the right to file the complaint with NH DOT Title VI- Office of Federal Compliance Directly at:
New Hampshire Department of Transportation
Attn: Title VI Coordinator
PO Box 483, 7 Hazen Drive
Concord, NH 03302-0483
Phone: (603) 271-3734
TTY Access: (800) 735-2964
Or Federal Transit Administration (FTA) at the following address:
Federal Transit Administration
Office of Civil Rights
Attention: Complaint Team
East Building, 5th Floor – TCR
1200 New Jersey Ave., SE
Washington, DC 20590
For more information about the FTA process, please visit the following page:
http://www.fta.dot.gov/civilrights/12884.html
All complaints will be documented upon receipt in the CAT ADA Complaint Record Log and the log will be updated as to the current status of the complaint.