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<br />Alameda County Transportation Improvement Authority <br />Special Transportation for Seniors and People with Disabilities <br /> <br />Response: <br /> <br />. Surveys <br />. Customer Comment Cards <br />. Complaint Log <br />. Feedback gathered through workshops and other outreach efforts. <br />. We currently have one rider who voluntarily serves as a "secret rider" and keeps staff <br />notified of problems or concerns. <br /> <br />18. COMPLAINTS ANn COMMENJ)ATIONS <br /> <br />Describe your complaint and commendation process. Please describe your process from <br />beginning to end, including instructions provided to customers for filing complaints or <br />commendations, your documentation procedures, your follow up and any changes you have <br />made to your program as a result of customer complaints and commendations. <br /> <br />Response: <br /> <br />Complaints are responded to immediately upon receipt. A complaint log is maintained. <br />Complaints are valued by staff because they help us to understand how the service is working <br />and where there are problems that we need to address. <br /> <br />19. (JLANNING (JROCESS <br /> <br />A. List all activities undertaken in connection with this plan, including consumer or <br />public meetings, meetings with other agencies, presentations to boards, commissions <br />or committees, and provide general dates for these activities. <br /> <br />B. Indicate whether this plan has been reviewed by a local paratransit advisory <br />committee. <br /> <br />C. Describe any surveys or analysis conducted and staff reports. <br /> <br />D. Describe how the planning process is connected to the service plan: how do the <br />services lanned corres ond to the results of the lannin rocess? <br /> <br />A. Public Meetings and Dates: <br /> <br />Ongoing: <br />. Shuttle Comment Cards - Ongoing <br />. Senior Commission Meetings, 3rd Thursday of the Month - Monthly Review of <br />Program by Paratransit Advisory Group <br /> <br />Paratransit Workshops & Outreach: <br />August 15,2006 Mission Bay Mobile Home Park <br />September 13,2006 Area Agency on Aging Resource Fair <br />September 28, 2006 San Leandro Senior Resource Fair <br /> <br />G:\Oliver\Paratransit\FY 2007-08\MB Annual Program Application Cover FY0708.doc <br />Page 8 of 18 <br />