Monroe County Transit
Service Complaint & Compliment Form
A complaint is defined as any expression of dissatisfaction regarding transportation provided by Monroe County Transit that can not be resolved through an explanation of policy and standard operating procedures.
Service complaints are routine incidents of the type that may occur on a daily basis. They are reported to the driver, the reservationist, the dispatcher, or to other individuals involved with daily operations, and are solved within a reasonable time period suitable to the complainant. A service complaint can be considered resolved when the problem that catalyzed the complaint is corrected.
Instances where a problem initially appeared to be a complaint but is genuinely resolved with a simple clarification of policy and standard operating procedure should no be considered a complaint. Monroe County Transit reserves the right not to act on any complaints which are considered to be frivolous and outside the letter and/or spirit of the definition of Service Complaint. Service Complaints may include but are not limited to: Late trips, no shows, client behavior, staff behavior, passenger discomfort, dissatisfaction with vehicles or services denial without an explanation as to the reason.
Service complaints may arise from members of the public, Monroe County Transit users, potential users, sponsoring agencies, non-sponsoring agencies, transportation staff – in short, anyone directly or indirectly affected by Monroe County Transit service.
Service complaints are documented by use of the Complaint Form available above, or upon request from the Monroe County Transit driver of office. Some service complaints can be resolved while speaking with the consumer and others will require research in order to be resolved.
Service complaints should be resolved in a timely manner within seven days, sooner being preferred. The response shall be in writing explaining what is being done about this service complaint. If the complainant is not satisfied with the results, they may request a hearing with the Transportation Administrator in an attempt to resolve the problem to their satisfaction. Should this not resolve the issue, a hearing may be requested composed of the complainant, the Transportation Administrator, and three manager level employees of Monroe County to reach a conclusion of this matter.
Complaint or Compliment made by Client ___ Agency ___ Driver/Staff ___
Date of Complaint or Compliment ____________
Name of Person making Complaint or Compliment _______________________
Street Address ______________________________________________
City, State & Zip _____________________________________________
Agency Name and Position (if any) ____________________________________
Telephone Number ________________________________________________
Date of Problem that resulted in this Complaint _____________ Time ________
Passenger Name, if applicable __________________ Vehicle # ____________
Specific Reason for Complaint or Compliment
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
(Attach additional page(s) if necessary)
Submit to: Transportation Program Director
1100 Simonton Street Room 1-188
Do you want to be notified via e-mail of the action taken? Yes ______ No______
If yes, please provide us your e-mail address ____________________________
Email Address
________________________________________________________________
Office Action Taken (Office Use Only)
_________________________________________________________________
_________________________________________________________________
_______________________________ _____________________
Signature and Title Date
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