MQT on 2012-09-19
Session date: 
September 19, 2012
Question By: 
Valerie Shawcross
Labour Group
Asked Of: 
The Mayor


I have heard reports that some Dial-a-Ride users are still experiencing difficulties - how many complaints have been received so far this year from users and how does this compare to previous periods?


Answer for Dial-a-ride

Answer for Dial-a-ride

Answered By: 
The Mayor

It is Dial-a-Ride's policy to encourage full reporting of complaints and use them to improve the service and would welcome you contacting them if you wish to refer a specific complaint.

Dial-a-Ride received 641 complaints in the first five periods of 2012/12 compared to 840 in the first five periods of 2011/12 - a decrease of 199 complaints or 24 per cent.

During the most recent four-week reporting period ending on August 18, the complaint rate stood at 0.97 complaints per thousand trip requests. This is a reduction on the complaint rate of the previous four weeks when the rate stood at 1.04 and on the complaint rate in the corresponding four weeks last year when it stood at 1.21.

Dial-a-Ride customers are not only making fewer complaints about the service, they are also reporting higher levels of overall satisfaction, ratings of which rose in the last quarter by one point to 92 out of 100. This figure is derived from TfL's quarterly customer satisfaction survey which now includes the scores given to the service by a sample of customers who have requested a Dial-a-Ride journey, rather than just those whose requests have been successful as was previously the case.