Policy
Complaints Management Policy
How Total Care Transport handles, manages, responds to and reports complaints and feedback.
Complaints Management
Complaint management is the process of how organisations handle, manage, respond to and report customer complaints and feedback. Systems are put into place to track and trend the data captured by complaint management processes.
Total Care Transport has complaints management systems in place with a view to using the data received from complaints to improve policies, procedures and training methods.
Objectives
Total Care Transport is a customer-centric organisation that strives to provide excellent customer service and maintain its reputation as a transport provider of choice. The purpose of this policy is to provide access to an open and responsive complaints handling process, resolve complaints consistently, identify trends, and support continual improvement.
- Provide complainants with access to an open and responsive complaints handling process.
- Resolve complaints in a consistent, systematic and responsive manner.
- Identify trends and improve service outcomes.
- Provide a customer-focused approach to resolving complaints.
Making a Complaint
Complaints may be made by phone, email, via the website, by mail or in person. Sufficient information is needed to investigate a complaint, and further information may be requested where required.
Phone: (03) 9706 9197
Email: customercare@totalcaretransport.com.au
Mail or in person: The Customer Liaison Officer, 20 Glomar Court, Dandenong VIC 3175.
Response Timeframes
Urgent complaints are investigated and resolved as quickly as possible, with an aim of 2 business days. Non-urgent or routine complaints are generally handled within 5 business days. If operational constraints affect these timeframes, complainants may be notified and provided with progress updates.
Assessment, Investigation and Response
Each complaint is assessed based on severity, safety concerns, complexity and impact. Investigations are conducted impartially and privately, with personal information protected. At the completion of an investigation, the complainant is provided with a response outlining findings and the resolution of the complaint.
Internal and External Review
If a complainant is dissatisfied with a response, they may request an internal review within 21 days. If they remain dissatisfied after internal review, they may choose to contact Commercial Passenger Vehicles Victoria.