Dial-A-Ride: Customer Feedback And Complaints Policy [1]

Meeting: 
MQT on 2009-02-25
Session date: 
February 25, 2009
Reference: 
2009/0281
Question By: 
Caroline Pidgeon
Organisation: 
Liberal Democrats
Asked Of: 
The Mayor

Question

Dial-A-Ride's published policy defines a complaint as 'any expression of dissatisfaction with TfL's service, staff or policies'. Service users complain that staff are categorising complaints as 'feedback' and not recording them in the complaints' statistics. Can managers ensure that all complaints (including those made at forum meetings) are properly recorded as such ?

Answer

Answer for Dial-A-Ride: Customer Feedback And Complaints Policy [1]

Answer for Dial-A-Ride: Customer Feedback And Complaints Policy [1]

Answered By: 
The Mayor

TfL state that all complaints received by Dial-a-Ride are logged and included in the relevant statistics; including individual complaints made at the quarterly Local Area Panels. Comments about Dial-a-Ride policy and other general matters are responded to as appropriate either during the panel or as a follow up action. If this is not happening, I would welcome any information you have which I can review and pass on to TfL.