Dial-A-Ride [2]

Meeting: 
MQT on 2009-11-18
Session date: 
November 18, 2009
Reference: 
2009/3327
Question By: 
Caroline Pidgeon
Organisation: 
Liberal Democrats
Asked Of: 
The Mayor

Question

All complaints to Dial-A-Ride should now receive an acknowledgement slip on request. At a recent Dial-A-Ride meeting in Havering, users complained that this was not happening consistently. What will you do to improve this situation ?

Answer

Answer for Dial-A-Ride [2]

Answer for Dial-A-Ride [2]

Answered By: 
The Mayor

All comments, complaints and suggestions received by Dial-a-Ride are logged on the day of receipt and an acknowledgement slip is sent on the same day. TfL advise me that one attendee at a recent local meeting in Havering reported not having received an acknowledgement slip after sending a letter to Dial-a-Ride. Subsequent investigation revealed that unfortunately the original complaint had not been received by Dial-a-Ride.

Due to recent industrial action affecting the postal service, delays have been experienced with mail in certain parts of London, which may have affected this particular letter. This is unfortunately beyond the control of Dial-a-Ride, which has since contacted the individual to obtain details of the complaint by telephone.