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 (internal and external) complaints and concerns.

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.
• This form may be completed by the customer making a complaint and returned to the Shore Transit Office for documenting (a tracking number will be assigned for each form) and processing.
• If customer prefers, form may be mailed to customer to complete and return to Shore Transit.  A self-addressed envelope should be included in the mailing.
• CSR’s and Operations Personnel may take a complaint by phone and document the complaint on the Complaint Form.  If the customer prefers to speak with a supervisor, CSR’s/ Ops Personnel should first complete a complaint form, which is to be submitted to the Deputy Transit Director at the completion of the call. The form should be detailed and factual. CSR/Ops Personnel will not express personal opinions or speculation. All information must be gathered to include contact information. CSR’s/ Ops Personnel should then determine which supervisor is most appropriate to address the complaint, based on department. If that supervisor is not available, the CSR should then seek the first available supervisor to speak with the customer. If the customer was connected with a supervisor, that information is to be recorded on the form before submission.
• After the form has been received and documented, it will be reviewed by the Deputy Transit Director and assigned to the appropriate Supervisor for investigation. The Supervisor shall begin investigation immediately. The Supervisor shall report back the results or progress to the Deputy Transit 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 investigating Supervisor 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 Supervisor will include the conversation date and time in the Summary Report. At that time, the Complaint Form and all supporting material shall be filed in the closed electronic file by tracking number 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 a committee comprised of members 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.