Audit of the Southeastern Regional Transit Authority (August 30, 2023)

This is a state performance audit of the Southeastern Regional Transit Authority, covering October 1, 2019 through September 30, 2021.

“In accordance with Section 12 of Chapter 11 of the Massachusetts General Laws, the Office of the State Auditor has conducted a performance audit of the Southeastern Regional Transit Authority (SRTA) for the period October 1, 2019 through September 30, 2021.”

Auditors checked whether SRTA provided required ADA paratransit rides on time and whether it properly handled ADA paratransit complaints.

“We also examined SRTA’s ADA paratransit complaint resolution procedures to determine whether it responded to ADA paratransit complaints in accordance with Section 27.13(b) of Title 49 of the Code of Federal Regulations and SRTA’s Information Brochure for Disabled Services Demand Response and Massachusetts Access Passes.”

If complaints are not handled properly, serious service problems for riders with disabilities may go unresolved.

“By not following required procedures for processing and documenting its ADA paratransit complaints, SRTA may not resolve significant issues regarding its transportation services in a timely manner or at all.”

If you rely on SRTA paratransit, the audit is about whether rides arrive on time and whether complaints get answered and resolved.

“SRTA exceeded these performance standards during the audit period.”

The audit’s main finding was not about late rides; it was about complaint handling, including missed contact, late contact, and missing resolution information.

“For 42 out of the 57 complaints, although SRTA resolved the complaint, it did not provide the complainant with a complaint resolution.”

The auditor recommended that SRTA improve complaint procedures and monitoring of its contractor.

“SRTA should establish monitoring controls to ensure that its contracted paratransit provider resolves ADA paratransit complaints in a timely manner and that it documents ADA paratransit complaints consistently in its system.”

The issue affects service quality for ADA paratransit riders, even though SRTA said it has since improved staffing and documentation.

“This could have a negative impact on the quality of services that SRTA provides to its ADA-required paratransit riders.”

Paratransit means ride service for people whose disabilities prevent them from using regular fixed-route transit.

“Each public entity operating a fixed route system shall provide paratransit or other special service to individuals with disabilities that is comparable to the level of service provided to individuals without disabilities who use the fixed route system.”