ADA Paratransit Services

ADA Paratransit is available to individuals whose disability prevents them from independently using CATA's fixed-route bus service. Eligibility is determined through the ADA application process. You may find additional information and the application here.

Complete the Massachusetts ADA Paratransit Application. Professional verification is required, and some applicants may be asked to complete a functional assessment.

You may find additional information and the application here.

Yes. Visitors who are ADA certified by another transit agency may use CATA's ADA Paratransit service for up to 21 days within a 12-month period. Please call CATA before traveling to arrange service.

ADA Paratransit is currently fare free through December 31, 2027. Future fares are subject to change.

ADA customers may submit service comments, complaints or recommendations by telephone to 978-283-7916 by email CustomerService@canntran.com, or by U.S. Mail to:

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Cape Ann Transportation Authority 

3 Pond Road

Gloucester, MA 01930

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Any person who believes that they or someone else has been discriminated against based on a disability, may file an Americans with Disabilities Act complaint with the Cape Ann Transportation Authority (CATA), 3 Pond Road, Gloucester, MA 01930 Attn: Jennifer LaFlam, Transit Program & Compliance Manager. The complainant may also file complaints with the Federal Transit Administration if so desired. Unless needed to accommodate a disability, verbal and non-written complaints received by CATA shall be resolved informally by CATA’s Operating Manager, Jeff Howard.

CATA’s Operating Manager, Jeff Howard will maintain a log of all verbal and nonwritten complaints received. The log will include the following information:

• Name of Complainant.

• Date alleged discrimination took place

• Date complaint was received by CATA

• Details about the discrimination that occurred

All written complaints should include the following information:

• Name, address, and phone number of the Complainant

• Name, address, phone number, and relationship of representative to complainant (if applicable)

• Date alleged discrimination took place

• Details about the discrimination that occurred

Complaints should be filed within 180 days of the alleged act of discrimination.

When a written complaint is received it will be immediately date stamped and reviewed.  Within five (5) business days, CATA will confirm receipt of the complaint and inform the Complainant of the process. CATA staff will begin working to validate the complaint during this period as well.

Within thirty (30) days, should the complaint be found to be valid, CATA will investigate the allegation to determine whether there is reason to believe that a failure to comply with the Americans with Disabilities Act occurred. In addition, CATA will provide a written recommendation for action. At this time CATA will notify the Complainant in writing of the final decision reached, including the proposed resolution of the matter.  This notification will also advise the Complainant of their right to file a formal complaint with the Federal Transit Administration at the following address:

Civil Rights Officer

Federal Transit Administration – Region 1

55 Broadway

Cambridge, MA 02142

 CATA will retain records of all complaints for 5 years after the complaint is closed.

Complaint Form

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Dial-A-Ride serves adults 60 and older as well as eligible adults with disabilities.

ADA Paratransit is specifically for individuals whose disability prevents them from using CATA's fixed-route bus service.

Some riders with disabilities may qualify for both programs. If you're unsure which service is right for you, call 978-283-7916 and we'll be happy to help determine the best option.

Because rides are scheduled in advance and shared with other passengers, return trips generally cannot be moved earlier. If your appointment ends sooner than expected, contact dispatch and CATA will do its best to accommodate you.

Yes. All CATA vehicles, including all vans and buses, are wheelchair accessible

Personal Care Attendants (PCAs), companions, and service animals may travel with eligible riders. Please let dispatch know when making your reservation.

Yes. If an applicant is informed that they are conditionally eligible (eligible for ADA Paratransit only under certain circumstances) or not eligible, the specific reasons for the determination will be stated in the determination letter. The determination letter will also explain the process for appealing the decision.

Applicants must provide notice that they wish to exercise their right to an appeal hearing within 60 days of the decision denying or limiting eligibility. Notice may be provided in writing or verbally if providing written notice would create a barrier to the appeals process.

Appeal requests should be submitted to:

Cape Ann Transportation Authority

Attn: Felicia Webb, Administrator

3 Pond Road

Gloucester, MA 01930

An in-person hearing will be scheduled to allow the applicant to present information. An applicant may waive the in-person hearing and proceed on the basis of a written presentation. An applicant may speak on their own behalf and/or have others represent them during the appeals proceeding.

Appeals will be determined by a professional who specializes in the applicant's primary disability and who was not involved in the initial eligibility determination. As appropriate, CATA may utilize the Administrator, a Physician, an Orientation and Mobility (O&M) Specialist, a Psychiatrist, or a Physiatrist or Physical Therapist to assess the information submitted and make an appeal determination.

The applicant will receive written notification of the appeal decision within 30 days of the hearing or receipt of the written presentation. The written notification will include the reason for the decision. If a decision has not been made within the 30-day period, transportation will be provided until, and unless, a decision denying the appeal is issued.