Audit of the Worcester Regional Transit Authority (August 24, 2023)

This is a Massachusetts State Auditor performance audit of the Worcester 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 Worcester Regional Transit Authority (WRTA) for the period October 1, 2019 through September 30, 2021.”

The audit checked whether WRTA’s required disability paratransit rides were on time and whether complaints about those services were handled according to rules and WRTA policy.

“We also examined WRTA’s ADA paratransit complaint resolution procedures to determine whether WRTA responded to ADA paratransit complaints in accordance with Section 27.13(b)(3) of Title 49 of the Code of Federal Regulations and WRTA’s policies.”

If complaints are not tracked, investigated, and answered, serious service problems for riders with disabilities may go unfixed.

“By not ensuring that its contracted paratransit provider follows required procedures for its ADA paratransit complaint process, WRTA may not resolve significant issues regarding its transportation services in a timely manner or at all.”

For riders and taxpayers, the practical issue is whether people using WRTA’s disability paratransit service can expect problems to be investigated and answered promptly.

“All complaints will be investigated within 3-5 business days, with customer follow-up within 7-10 days.”

The audit found WRTA met the on-time paratransit service objective, but failed the complaint-handling objective.

“Does WRTA ensure that all ADA paratransit complaints are investigated and responded to as required by Section 27.13(b)(3) of Title 49 of the Code of Federal Regulations and WRTA’s Americans with Disabilities Act (ADA) Riders’ Guide?”

WRTA said it would review complaint procedures with staff and put stronger monitoring controls in place by September 30, 2023.

“WRTA will be putting enhanced monitoring controls in place, no later than September 30, 2023, to ensure that complaints are resolved in a manner consistent with established policies.”

The issue affects a public transit agency serving the Worcester region, including ADA-required paratransit riders, and the audit reviewed 254 complaints from the audit period.

“Using the list of the 254 ADA paratransit complaints that WRTA received during the audit period from WRTA’s complaint database, we divided the complaints into two strata.”

Paratransit means special transportation for people whose disabilities prevent them from using regular fixed-route buses.

“The Americans with Disabilities Act (ADA) of 1990 recognized that some individuals’ disabilities prevent them from using a fixed-route transit system.”