GMT welcomes comments and complaints from customers on their experiences using GMT buses and services. Customer input helps us identify areas needing improvement, and commendations are always appreciated.
All customer complaints are carefully reviewed, and those submitted by customers who experience accessibility or ADA-related problems are additionally reviewed for adherence to GMT policies by ADA Compliance staff.
To file a service complaint, customers may contact GMT using any of the following methods:
- Visit a GMT office in person
- Call by telephone
- Send a fax (802-864-5564)
- Send an email to: email@example.com
- Send a letter by U.S. Mail: GMT, 101 Queen City Park Road, Burlington, VT 05401
- Use one of the online forms below
Whether our customers are submitting complaints about service problems or sharing a great experience, we welcome the opportunity to be of service.
ADA complaints are maintained for one year, and a summary of that complaint is held for five years. The Complainant will be contacted within three (3) business days of submission and provided with an explanation of the process and offered guidance and assistance to resolve the subject of the complaint. The GMT ADA Coordinator or designated company representative will initiate an investigation of the complaint and complete a report within no more than 45 days of the acceptance of the complaint. The report shall include a narrative description of the incident, identification of the persons interviewed, findings, and recommendations for disposition. A copy of the complaint and GMT investigation report, letter of finding, and remedial action plan will be submitted within 120 days of the initial receipt of the complaint to GMT Executive Management and the Vermont Agency of Transportation Civil Rights Section.
You also have the right to file a complaint with the Vermont Agency of Transportation https://vtrans.vermont.gov/