COMPLAINT AND COMMENT HANDLING
The Public Transport Authority welcomes feedback, including complaints, from its passengers.
It treats all comments and complaints with a high priority and has in place information systems to log and track complaints, provides responses to customers whenever requested, and has an auditable trail of actions where improvements are identified as necessary.
Although complaints and comments come from a variety of sources including commercial firms and other Government departments or may not relate directly to passengers’ experiences the greatest number come directly from customers.
The primary means of passengers registering comments or complaints is through the PTA CommentLine on telephone number 13 16 08. This well-advertised telephone number takes comments on any aspect of PTA business, registers it on the CommentLine system, and forwards the comments/complaints to the appropriate area of the PTA for action. The other key method for passengers to register complaints is through the Transperth website. Additionally passengers occasionally submit comments, commendations or complaints in writing. Generally, complaints received via the PTA CommentLine telephone number and the website are responded to within seven days. In 2006/07, the PTA CommentLine dealt with 15,242 comments, of which 9,139 were complaints.
In early 2007, an independent audit was conducted into the comment and complaint handling process. The audit identified that the PTA has a very strong process, but also noted opportunities for improvement. Based on this audit, the PTA began implementing revised procedures from the start of 2007/08.
SUBSTANTIVE EQUALITY
All Transperth operational staff, such as bus drivers, Passenger Ticketing Attendants and Transit Officers, all receive comprehensive customer service training, with periodic refresher training.
This customer service training includes disability awareness, awareness of anti-discrimination requirements and, most importantly, PTA values. The first value is “we value and respect our customers, suppliers and each other”.
Operational staff understand that each customer is valued and that they must act with courtesy and respect. Customers are afforded the opportunity to provide feedback on the level of service offered by our staff through the PTA CommentLine (13 16 08), and PTA management and supervisors use this feedback to constructively counsel staff and train them if their customer service performance is inadequate.
The PTA encourages a strong focus on customer service via monthly and annual customer service awards. Transwa’s operational staff understand that each customer is valued and that they must act with courtesy and respect. Customers are provided the opportunity to provide feedback on the level of service offered by our staff through the PTA’s CommentLine (13 16 08) and Transwa management and supervisors use this feedback to counsel, coach and train staff. Additional feedback is also gained from Transwa’s annual passenger satisfaction survey.