Public Transport Industry Complaint Handling Procedure

Transcription

1 Public Transport Industry Complaint Handling Procedure 1. Purpose The following procedure details the process by which the Victorian public transport industry ( the industry ) handles customer feedback and complaints in a consistent, timely and professional manner. 2. Scope Complaints (as defined in S6.1) are received by the industry in several different ways. These include: By mail By telephone By By website feedback form By TT In person at the PTV Hub Via the Public Transport Ombudsman Complaints may be made direct to industry operators or via Public Transport Victoria (PTV). All complaints received via the channels listed above should be managed in accordance with this procedure. If a complaint is received by an operator via a channel that is not listed above, it is expected that the operator resolves the complaint via that channel or proactively refers the complainant to one or more of the most appropriate channels listed above. 3. Compliance The Complaint Handling Procedure has been prepared to ensure that complaints are consistently managed in accordance with AS ISO Customer satisfaction - Guidelines for complaints handling in organizations (ISO 10002:2004, MOD). A revised and updated ISO standard is expected to be introduced in March This complaint handling procedure will be reviewed when the new standard is introduced to ensure ongoing compliance. 4. Guiding Principles The industry demonstrates its commitment to the guiding principles outlined in AS ISO in the following ways: Visibility We provide customers with information on how and where they can make a complaint in a way that is easy to find and understand. Accessibility We provide customers with a number of different avenues to make a complaint to ensure that a wide range of needs are catered for. This includes a toll free centralised call centre that is available from 6.00 am to midnight each day and interpreter

2 services. Complaint handling procedures and information is also accessible to customers in a number of different formats to suit individual needs, such as large print publications. Responsiveness We acknowledge all complaints and provide customers with the timeframes for response. Customers will be kept informed of the progress of their complaint. Priority matters under Appendix 2 will be responded to within 3 business days. Objectivity We address complaints in a fair, considered and unbiased manner throughout the complaint handling process. Charges We do not charge customers for any part of our complaint process. Confidentiality We only use or disclose a customer s personal information if it is necessary to investigate or resolve their complaint. Customer-focused approach We demonstrate our commitment to customers by trying to resolve their complaint fairly and quickly, while paying particular attention to the root cause of the complaint and the needs and expectations of the complainant. Accountability Our systems and records are reviewed annually by senior management across the industry and audited against Australian Standards for complaint handling (ISO). Our complaints handling systems and records are open to scrutiny from the Public Transport Ombudsman (PTO). Continuous Improvement We analyse our complaint data to identify recurrent issues and use the information to identify service, process and information improvements. 5. Responsibilities Operators and PTV commit to receiving, investigating and providing a substantive response to all complaints regarding their services within seven business days of receipt. A substantive response should provide the findings of an investigation or an individual progress report of the steps taken to date and the timelines that are necessary to complete the investigation. The internal dispute resolution process of PTV and each operator must align to this procedure. Dissatisfied customers can provide PTV s Customer Advocate with the opportunity to investigate their complaint if it has not been resolved during earlier investigation by PTV or a public transport operator. Alternatively, customers can escalate their complaint direct to the PTO. Investigation of the escalated complaint by PTV s Customer Advocate is not a continuation of the internal investigation undertaken by the operator/ptv; rather, it is a new investigation which considers all relevant information provided by the complainant and PTV or the operator, including all information gathered during the operator s internal investigation. If the complaint remains unresolved after it is reviewed by the PTV Customer Advocate, customers can direct their complaint to the PTO. The PTO is an independent dispute resolution body, which can assist in the resolution of complaints about public transport in Victoria and has the authority to make binding decisions. It has its own complaint handling procedure and is not bound by the Victorian Public Transport Industry Complaint Handling Procedure.

3 6. Complaint Handling Process The complaint handling process is detailed below. 6.1 What is a complaint? For the purposes of this document, a complaint is an expression of dissatisfaction related to public transport services or products, or the complaints-handling process itself, where a response or resolution is explicitly or implicitly expected. It should be noted that a complaint is not defined by the manner in which it is recorded or the channel it is made to, but through the act of expressing dissatisfaction. 6.2 How to make a complaint Customers can make a complaint about PTV or any operator in the following ways: Telephone directly to an operator or to the PTV call centre on (available 7 days a week, between 6.00 am and midnight) Complete and submit an online feedback form to PTV at: < Write directly to an operator s registered business address or to PTV at: Customer Relations Public Transport Victoria PO Box 4724 MELBOURNE VIC TT to PTV on (03) In person at a PTV Hub: At Southern Cross Station, near the corner of Spencer and Collins Streets Open 7.00 am to 7.00 pm Monday to Friday Open 9.00 am to 6.00 pm Saturday and Sunday. At 750 Collins Street, Docklands Open 8.00 am to 6.00 pm Monday to Friday PTV can receive complaints on behalf of every public transport operator. Where PTV receives a complaint about an operator, it will forward that complaint to the relevant operator within 24 hours of receipt for the operator to investigate and respond. To contact an operator directly, customers can use the contact details below. For any operators whose details are not listed below, customers are encouraged to contact PTV directly. Metro Trains Melbourne V/Line Customer Relations Reply Paid 5343 Melbourne VIC 8060

4 arra Trams If PTV or an operator receives a complaint via a channel that is not listed above, such as via a frontline customer service staff member, they should seek to resolve the complaint via that channel or proactively refer the complainant to one or more the most appropriate channels listed above. 6.3 Who can make a complaint? Any complainant who uses or is affected by Victorian public passenger transport services may make a complaint to an operator or PTV. 6.4 When a complaint is received On receipt of a complaint, the body that receives the complaint (PTV or operator) should record it using a unique identifier code (such as a case reference number). The following information should be recorded on first contact: o A description of the complaint o The requested remedy o The due date for a response o Sufficient personal and contact information for the complainant o Data sufficient to categorise the nature of the complaint using industry standard issues levels outlined in Appendix I o A record of what advice was provided to the complainant and what immediate action was taken (if any) o The advice given about a timeframe for response and the investigation process. 6.5 Allocating a complaint The initial recipient of a complaint must identify the appropriate entity with primary responsibility for the complaint, whether that is an operator or PTV. If a complaint relates to two or more entities, the initial recipient of the complaint must identify the entity to which the complaint primarily relates and, if it is not the initial recipient, forward the complaint on to that entity. The entity with primary responsibility for the complaint will be required to liaise with other relevant entities to resolve the complaint. Where PTV receives a complaint regarding an operator, it will assign the complaint to the appropriate operator within 24 hours. The operator then becomes the investigating entity and is responsible for investigating and resolving the complaint. Where the operator uses the RESOLVE complaints management system, PTV will assign the complaint to the operator via RESOLVE. Where the operator uses a different complaints handling system, PTV will forward the complaint by Unique complaint reference number The entity which records and receives the complaint will notify the customer of their unique complaint reference number. The complainant can use this unique number throughout the complaint process.

5 Where the complaint is referred from one operator to another or from PTV to an operator, the complaint may be assigned a new unique complaint reference number. The investigating entity will advise the complainant if they assign a new number. 6.7 Recording actions on the complaint Case file notes should record every action taken in relation to a complaint. For the avoidance of doubt, the case file notes should record every contact to and from the complainant, including the date and time of contact and what was discussed. Records should also include copies of any relevant documentation considered during the investigation, such as maintenance records, fault logs etc, details of any internal actions taken while investigation, such as speaking to internal experts or external advisers. The status of a complaint should be updated as the matter is investigated or resolved. The status of the complaint refers to whether it is new, in progress, on hold, finalised or any other descriptor of the stage of the investigation that has been reached. Any time the complainant contacts the operator or PTV to ask how the complaint is progressing, an up to date status should be provided. If a customer raises the same complaint again within a 6 month period, the original case may be reopened. Otherwise, the complaint should be registered as a new case or a related case. 6.8 Initial assessment of a complaint On receipt of a complaint, the investigating entity should assess whether the matter relates to an immediate safety concern or whether immediate action is required. Issues such as immediate passenger safety and security are given highest priority (See Appendix II). 6.9 Timeframes for investigation and response Highest priority cases (see Section 6.8; Appendix II) are acknowledged within one business day with a response to be provided within three business days from receipt if required. In emergency situations, the relevant authority is notified immediately. If the complaint is not classified in the highest priority group, the investigating entity must communicate the findings of its investigation of the complaint to the complainant within 7 business days from the date it was received at the PTV call centre. Where a complaint is made directly to PTV or an operator, the date of receipt is the date that the customer contacts PTV. Where more complex investigation is likely to be required, the complainant should be notified of any extended timeframes as soon as possible, and should be provided with regular progress reports. There may be times when a complaint is incorrectly assigned to an operator or PTV and it is returned to the PTV Call Centre. If the return of the complaint has or is likely to result in a delay in the complaint being acknowledged or responded to by the appropriate operator, the PTV Call Centre will be responsible for notifying the customer of the delays Acknowledging a complaint All complaints should be acknowledged and provided with a unique case identifier which will enable the complainant to follow-up and track the progress of their complaint.

6 When the investigating entity receives a priority complaint, it should acknowledge the complaint immediately by an appropriate medium (preferably by telephone, or by any other reasonable means). In acknowledging the complaint, the investigating entity should detail the process of how the complaint will be handled. All other complaints should be acknowledged within one business day of receipt and should outline the complaint handling process and the timeframe for a substantive response Investigating a complaint Every reasonable effort should be made to investigate all the relevant circumstances and information surrounding a complaint. The level of investigation should be commensurate with the seriousness, frequency of occurrence and severity of the complaint. Investigations should be conducted openly and fairly, and in a resolution focused way. Where a complaint relates to operator staff, the investigation should not be conducted by those staff complained about. Any information gathered as part of the investigation of the complaint should be recorded with the case file record and be made available to the Customer Advocate and PTO in the event that the complaint cannot be resolved and is later escalated Addressing the root cause of the complaint Where practicably possible, the investigating entity should attempt to resolve the complaint by correcting the root cause of the problem and/or taking steps to ensure that the issue does not reoccur Communicating the investigation findings Operators will respond to all complaints within seven business days of receipt, unless an extended timeframe is required to complete the investigation and this has been communicated to the complainant. In communicating the findings of the investigation, the investigating entity should: acknowledge the impact of the complaint on the complainant, explain any decisions it has made, make suggestions for how the complaint can be resolved, and outline any other action that will be taken as a result of the complaint. In communicating the findings of the investigation, the investigating entity must advise the complainant of their options to escalate the complaint further if they are not satisfied by including the following statements: If you are not satisfied with the outcome and wish to take this matter further, you can escalate your complaint to the Customer Advocate at Public Transport Victoria for review by phone on Freecall , by at <customer.advocate@ptv.vic.gov.au>, or in writing to: Customer Advocate, Public Transport Victoria, PO Box 4724, Melbourne Vic Please ensure that you provide your case reference number for administrative purposes. Further details are available at < Alternatively, you may raise the matter directly with the Public Transport Ombudsman by phone on Freecall , by at enquiries@ptovic.com.au, or by fax on Letters can be addressed to the Public Transport Ombudsman at PO Box 538, Collins Street West, Melbourne Vic Further details about the Public Transport Ombudsman's role and services are available at <

7 6.14 Closing the complaint A complainant should be given 10 business days to consider the proposed resolution to the complaint. Where the complainant has not contacted the investigating entity within 10 business days of being notified of the outcome, or where the complainant has accepted the outcome, the complaint can be closed. Any steps that have been taken to resolve the complaint should be recorded under the unique case identifier, so they are visible if the case is reopened or escalated at a later date. Summary of complaint timeframes Priority Case - Actions Complaint allocated to investigating entity Acknowledgement of receipt and communication of timelines for investigation Substantive response provided Complaint closed after customer consideration Non-Priority Case - Actions Complaint acknowledged and allocated to investigating entity Substantive response provided Complaint closed after customer consideration Working Days Immediate One Three Ten Working Days One Seven Ten 6.15 Unresolved complaints No response within prescribed timeframes Where a complainant contacts the investigating entity or PTV to advise that they have not had a response to their complaint within the prescribed timeframes, the complainant will be given three options: 1. Their complaint can be prioritised, with a response to be provided within two working days 2. They may ask for their complaint to become an escalated complaint, investigated by PTV s Customer Advocate; or 3. They may take their complaint directly to the PTO for investigation. The investigating entity must advise the complainant of these options. Complainant does not accept outcome Where a complainant does not accept the outcome of the complaint they have two options: 1. They may ask for their complaint to become an escalated complaint, investigated by PTV s escalated complaints unit; or 2. They may take their complaint directly to the PTO for investigation. The investigating entity must advise the complainant of these options Escalated complaints process PTV PTV s Customer Advocate can review, investigate and resolve complaints that are not resolved directly between the operator and complainant (an escalated complaint ). The Customer Advocate will only handle an escalated complaint on request from a complainant. The Customer Advocate will endeavor to negotiate a resolution to escalated complaints through discussion and agreement with the complainant and the operator or PTV.

8 For further information on the escalated complaints process, please refer to the Escalated Complaints Terms of Engagement, available from PTV s website or by calling the call centre on On request, operators must make available to the Customer Advocate all complaint handling notes, case file notes, system notes, investigation reports, correspondence and any other data relevant to the complaint to allow the Customer Advocate to investigate the escalated complaint. Operators may decline to provide confidential information contained on an employee s personnel file or information that is commercial in confidence. During an escalated complaints process, PTV or the operator should not make direct contact with a complainant unless requested to do so by PTV s Customer Advocate. If the customer remains dissatisfied following the PTV Customer Advocate process they may lodge a complaint with the PTO Independent and external complaints process PTO Complainants may request that the PTO investigate their complaint after the operator has had an opportunity to resolve it. Complainants can choose to escalate an unresolved complaint with PTV or an operator directly to the PTO and are not required to make an escalated complaint to the PTV Customer Advocate first. The PTV Customer Advocate will not review a complaint that has already been investigated by the PTO. PTO investigations are conducted under guidelines set and maintained by the PTO.

9 Complaint Handling and Escalation Process Customer presents complaint to PTV or an operator. Complaint logged in customer feedback database and allocated unique reference number. The complaint is investigated by the operator or, where the complaint does not relate to an operator, by PTV Customer notified of findings of investigation and offered a resolution to the complaint Complainant accepts the offer of resolution or does not respond within 10 business days Complainant does not accept the offer of resolution. Complaint closed in customer feedback database. The Operator or PTV advises the complainant of their right to have the complaint reviewed as an escalated complaint by PTV, or they may contact PTO. Complaint closed in customer feedback database.

10 7. Audit of complaint handling PTV will review the level of satisfaction that complainants have with the complaint handling process on an annual basis. In addition, PTV will review the industry s compliance to the complaint handling procedure on an annual basis and communicate the findings across the industry. 8. Analysis of complaints and trends To realise the full benefit of complaints, it is important to analyse trends. Analysis of complaint data will include consideration of the following: o o o The number of complaints by issue type The number of complaints by priority The number of complaints by operator. If analysis shows an increase in complaints about the same issue, this is often a sign of a systemic issue or recurrent problem that needs to be addressed. PTV s Customer Advocate can identify systemic issues for investigation and will use complaint trends for this purpose. PTV will prepare and disseminate quarterly reports to industry stakeholders on the complaint data it receives through its call centre, website and from operators. While useful, operators may wish to supplement these PTV reports with their own internal complaint data. As an industry, complaint data will be reviewed on a quarterly basis through the Customer Feedback Industry Roundtable. 9. Senior management review of complaints handling process Operators are required to prepare and present monthly reports on complaint trends and performance to senior management as part of normal business activity. These reports should equip senior management with enough information to understand the key drivers of complaints, so the business can take the necessary steps to improve services for their customers.

11 APPENDIX I COMPLAINT CATEGORISATION ISSUE TREE Leve l 1 Safety & Incidents Provision of Information Service Delivery Infrastructure Property & Luggage Leve l 2 CCTV Anti-social behaviour Major incident Passenger stranded Pedestrian knockdown Witness Collision Boarding & alighting Infrastructure Security personnel Emergency button Syringe Near miss Personal injury Violence & assault Braking Rock throwing Speed Vehicle, property & clothing damage Website Journey planner Mobile Products TramTracker SMS Information request Filming Advertising Hiring Police request Employment Sponsorship Competition Timetable Station Service Announcement Signage On vehicle Printed collateral PIDs Queue time Hours of operation Incorrect information Booking error Request for call recording Marketing campaigns Product knowledge Merchandise Special events Cancellation Delayed Early Altered running Overshoot platform Late boarding & disembarking Fail to stop Service change needed System improvement Express & Nonexpress Modal coordination Compensation request Performance compensation Overcrowding Service disruption Bus replacements Heat speed restrictions Boom & pedestrian gates Level crossing Overhead Car Parking Pot holes Rail reserve Stop/station Signage Tracks VicTrack Livestock External party works Network Improvement Works Major Projects Lost Customer service Found Damaged Late delivery Storage Missing (after being handed in)

12 Level 1 Rolling Stock Staff Accessibility Ticketing & Policy Level 2 Smoking Air conditioning Heating Vandalism Graffiti Seats Handholds passengers - etiquette Vehicle comfort Vehicle defects Noise Fumes Horn Snack bar Occupied reserved seating Call centre Authorised officers Drivers Station staff On train & coach staff Tram attendant V/Agent Customer feedback staff Customer information centre staff Survey staff PTV Hub staff staff Retail agent myki mates myki discovery centres Access to vehicles Announcements Special pass Car parking Disability access Discrimination Facilities Information request Infrastructure Lack of assistance Large print LED s Low floor rolling stock Pick up/set down disability Policy Prams Priority seating Safety at crossings Signage and Wayfinding Toilet facilities Vehicles Carriage consist Website Fares Myki refunds Myki replacement Myki damaged Myki lost or stolen Myki faulty Myki reader Myki machine Group bookings GST enquiry Availability Unable to touch off Station ticketing Free travel vouchers Unable to book (timetable change) Reservations station Reservations on vehicle Bicycles Animals Zones Fare evasion Infringement notice Concession entitlement AO powers Surrendered myki Regional ticketing Seniors week Myki product DOT Free travel V/Line refunds Ticket types

13 APPENDIX II - PRIORIT & EMERGENC LISTING Description of Priority Priority Emergency Safety and Security - immediate physical impact or threat. E.g. smashed glass, anti-social behaviour, criminal activity, violence. Personal injury sustained on train, tram or bus or public transport premises (includes track) Defective door, not operating properly Erratic and dangerous tram driving includes: Tram running red lights Tram speeding Fail to pick up/set down wheelchair customers Threats to go to the media (newspapers, tv, facebook, twitter etc) and cases from people who work in the media. Including addresses that include media organisations. Cases from member of parliament or on their behalf. Any case submitted by a member of the Police, including formal Police Requests including faxes. Missing person or separation of parent/guardian with child or person with special needs separation. Any physical abuse by a public transport employee Person locked or trapped in vehicle Offensive graffiti on stops/platforms/rolling stock/reserves and 'hot spots' as determined by DOT CEPR location list. Claim for non-performance related compensation. Damage to Property Reimbursement of Medical Cost Doors closing on pram/pusher Syringes/human waste/bodily fluids (not spit/saliva) Any report of life threatening injury Damage to overhead wires and equipment Any level crossing issue - (Light rail Boom gates) tram and train Report of train/tram surfing inc. standing between carriages

14 Description of Priority Priority Emergency Report of smoke or fire Trespasser on light rail tram tracks or train tracks Throwing rocks at PT vehicles Staff suspected of being under the influence of drink and/or drugs Unattended suspicious item Bomb Threats Vandalism in progress V/Line stranded customer Any person locked or trapped on a bus Bus drivers accepting money but not issuing tickets.