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Statement and Procedures

CUSTOMER COMPLAINT & FOLLOW-UP

The following procedure is to be used by the Shore Transit Division of the Tri-County Council for the Lower Eastern Shore of Maryland in regards to the processing of customer complaints and concerns. This policy/procedure is a requirement of several grant awards to include, but not limited to ADA, SSTAP, 5311, 5307, RCB, and JARC/New Freedom.

  • The Complaint Form included with this policy/procedure is the only authorized form to be used for customer complaints.
  • This form will be completed by the customer making a complaint and returned to the Operation Office for documenting (a tracking number will be assigned for each form) and processing.
  • CSR’s and Operations Personnel may take a complaint by phone and document the complaint on the Complaint Form.  It should be detailed and factual. CSR/Ops Personnel will not express personal opinions or speculation. All information must be gathered to include contact information. If customer prefers, form may be mailed to customer to complete and return to Ops.A self-addressed envelope should be included in the mailing.
  • After the form has been received and documented, it will be reviewed by the Operations Director and assigned to a Road Supervisor for investigation.The Road Supervisor shall begin investigation immediately. The Road Supervisor shall report back the results or progress to the Operations Director within 24 hours of receiving the complaint form.
  • After the investigation is completed, no later than 72 hours from time of original complaint received at Shore Transit, the Operations Director shall contact the complainant and relay the findings and actions taken, as a result of the investigation.
  • If customer is satisfied with the results and report given, the Complaint Form and all supporting material shall be filed in the closed file numerically and shall be available for review if required.
  • In the event a customer is not satisfied with the results of the investigation and actions taken, the customer shall be advised that the file will be forwarded to the Transit Director for review.
  • The Transit Director shall review the complaint and process and personally advise the complainant of the findings.
  • In the event a customer is not satisfied with the results of the Transit Director’s report, the Transit Director shall advise the customer that they may request that the complaint be forwarded to the Customer Relations Committee of the Shore Transit Advisory Board for review. The customer may request to appear in person with the committee if desired, and the Transit Director shall coordinate the meeting. After the committee’s review, a determination shall be made and the customer shall be advised in writing by the Chairperson of the Shore Transit Advisory Board.
  • Shore Transit will maintain an open file on each complaint not resolved for 180 days.
  • A copy of this Statement of Policy and Procedure for Customer Complaint and Follow-up shall be freely supplied to any customer upon request.
          
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