Attachment F_Complaint Resolution.pdf
PDF 161 KB Posted
- Attached to
- RFP #2027-CCRTA Operations Management
- Solicitation number
- BD-26-1135-CCRTA-CCRTA-131431
- Issued by
- Barnstable County, Massachusetts
About this file
This document is a Complaint Resolution Procedure manual established by the Cape Cod Regional Transit Authority (CCRTA) to manage transportation-related complaints and incidents across all service types, including Routes, Human Service Transportation (HST), ADA, and DART services. The procedure outlines a structured escalation process whereby customer complaints and incidents are initially recorded in the Trapeze MT complaint tracking software and assigned to a customer service representative for resolution. If unresolved at that level, complaints are referred to a manager, then to a human service transportation coordinator, and finally to the CCRTA administrator. The document provides standardized forms for complaint tracking and incident reporting, requiring documentation of service type, transportation provider, complaint nature, resolution status, and resolution details. Incident reports must be submitted to CCRTA via fax, mail, or email to designated staff within a specified timeframe and include information about injured persons and witnesses.
The procedure establishes CCRTA's commitment to timely complaint resolution and includes provisions for immediate action when safety or service efficiency is compromised. When complaints are substantiated and a transportation provider cannot provide acceptable defense, customers may be transferred to an alternative provider. CCRTA may impose penalties and fines per the Transportation Provider Accountability Policy, conduct targeted audits, perform customer surveys, or issue formal contract notices based on complaint history and violations of Transportation Provider Performance Standards. The document includes separate incident report forms for general use and for HST-specific incidents, with the latter requiring completion by both vendors and DMR staff. Complainants retain the right to appeal adverse resolutions to the Deputy Rail and Transit Administrator at the Massachusetts Department of Transportation.
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Cape Cod Regional Transit Authority
Complaint Resolution Procedure
To ensure that all passengers of the Cape Cod Regional Transit Authority receive safe, reliable, and satisfactory transportation services from CCRTA, and the transportation providers, and subcontractors who are under contract with CCRTA. The Authority established a complaint resolution procedure to manage all transportation related complaints and issues. The Authority’s intent is to handle all complaints in a timely manner and to the satisfaction of the Authority and the customer.
Complaints or Incidents All customer complaints and incidents are recorded in the Trapeze MT complaint tracking software, printed out and referred to a CCRTA customer service representative.
Complaints and incidents involving agency consumers are reported to the agency.
The customer service representative will work to resolve the complaint or issue with the CCRTA customer.
If the customer service representative is unable to resolve the complaint or issue, or determines that it is of a more serious nature the customer is referred to a manager.
If the manager is unable to resolve the complaint or issue the customer is referred to the human service transportation coordinator.
Complaints received by a CCRTA human service transportation coordinator are investigated and when possible resolved. Information pertaining to the complaint is shared with the CCRTA administrator.
If the human service transportation coordinator is unable to resolve the complaint or issue the customer is referred to the CCRTA administrator.
Actions It is the practice of CCRTA to take immediate action on all complaints and incidents that are received, and to process them in the following manner.
All complaints and incidents both verbal and written are documented in the Trapeze MT software, and after an acceptable resolution is reach the
Attachment F
Trapeze MT software is updated and the documentation is filed in complaint file with copies to the transportation providers file and agency file (if appropriate).
If it is determined that the complaint or issue is related to the safety or the efficient transportation of the customer the customer is moved immediately to another Transportation Provider.
Customers are moved to another provider if the Transportation Provider is unable to provide CCRTA with an acceptable defense to the complaint or issue that was reported.
CCRTA reviews previous complaint history of the Transportation
Provider or customer and any mitigating circumstances which may apply and all actions that violate the Transportation Provider Performance
Standards.
Penalties and Fines may be imposed as outlined in the Transportation
Provider Accountability Policy that is part of the Transportation
Provider’s contract with CCRTA.
Further actions may be taken by CCRTA that include:
A) Targeted auditing of a specific Transportation Provider, which may include active transportation monitoring in the field, Desk Audits, or other appropriate actions.
B) Conducting a full Customer survey for the customers assigned to the
Transportation Provider.
C) Formal contract notices and actions may be issued.
Full investigations of any complaint or issue may be conducted if deemed appropriate.
Right to appeal adverse resolutions to the Deputy Rail and Transit
Administrator, Massachusetts Department of Transportation.
COMPLAINT TRACKING
WORK SHEET
Service: Route____ HST___ ADA___ DART___ Transportation Provider_________
Agency: MH___ DDS___ DPH___ ES___ VNA ___Other_______________________
Complaint received by: __________________________________ Date: ___________
Contact information: Name: _____________________ Phone no: ________________
Nature of complaint: _____________________________________________________
Details: ________________________________________________________________
Complaint resolved: Yes___ No___ If no, complaint referred to: _________________
Additional information: __________________________________________________
Resolution date: ___________________
Resolution details: _______________________________________________________
Actions: ________________________________________________________________
Agency notification: Date: _____________ Agency contact: _____________________
Authorized signature: ______________________________ Date: _________________
INCIDENT REPORT
Incident involving: Name _________________________________________________
Address: Street _______________________ Town __________________ Zip _______
Transportation Provider: _________________________________________________
Trip information:
Date: __________ Time: __________ Route no: _______ Driver: _________________
Origin: ____________________________ Destination: _________________________
Describe Incident:
Injured Persons:
(Name) (Address) (Phone no)
Name of person filling out report: __________________________________________
Date: ______________________ Time: ________________________
This Incident Report is to be Faxed to CCRTA at (508) 775-8513, mailed to CCRTA
P.O. Box 1988, Hyannis, MA 02601 or e-mailed to Kathy Jensen at kjensen@capecodtransit.org .
Witnesses:
(Name) (Address) (Phone no)
CCRTA Review
Reviewed by: _______________________________ Date: _______________________
Comments:
Actions:________________________________________________________________
Agency notification: Date: _____________ Agency contact: _____________________
Authorized signature: ______________________________ Date: _________________
HST INCIDENT REPORT
mailto:kjensen@capecodtransit.org
This Section Is To Be Completed By Vendor:
CONSUMER NAME (S): First and Last Name VENDOR:
DATE OF INCIDENT: TIME OF INCIDENT: TIME OF REPORT: PROGRAM/ROUTE #
DRIVER NAME: MONITOR NAME: WITNESS(es):
REPORTER NAME: REPORTER SIGNATURE:
OTHER CONSUMERS INVOLVED:
None
NOTIFICATIONS:
Broker:
Yes x No
Name Person Notified: Day Program:
Yes x
No
Name Person Notified: Residence:
Yes x No
Name Person Notified:
Paula George
DESCRIPTION OF INCIDENT:
NAMES OF PERSONS NOTIFIED (To Be Completed By HST Staff)
SERVICE COORDINATOR: AREA OFFICE:
SERVICE COORDINATOR SUPERVISOR: CSD/AREA DIRECTOR:
REQUIRED REVIEWS (FOR DMR USE)
SUPERVISOR NAME: SUPERVISOR SIGNATURE:
SERVICE COORDINATOR NAME: SERVICE COORDINATOR SIGNATURE:
COMMENTS (FOR DMR/HST USE)
(Please use reverse side if necessary)
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