South Lane Wheels Board, management, and staff take service delivery very seriously. If a rider has a compliant for any reason, the rider and complaint will be handled with the utmost of care and concern making all efforts to fully understand the circumstances of the situation.
Steps to facilitate rider complaint
Dispatch will document the rider complaint on the ‘Rider Complaint’ form being sure to capture date, time, name of rider, name of caller (if not the rider), place, driver name, vehicle number, and nature of the complaint. Other information may be requested based on the situation.
The complaint form will be forwarded to the Operation Manager for completion including a driver statement and statements from any witnesses. Additional inquires may be necessary depending on the situation.
When the complaint has been fully investigated, the form will be forwarded to the Executive Director for consideration and further investigation if needed. The initial investigation and referral should not take more than 48 hours.
If the incident involves an accident or safety concern, the form will be submitted to the Safety Committee for formal review and recommendation at the next meeting. [The Safety Committee meets on the third Monday of every month.]
The Executive Director is responsible for final review of the complaint and for any consequence as a result of the incident. Final review may include discussion with all parties involved including any witnesses. A verbal or written response will be issued to the complainant within 30 days.
