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Alameda County Transportation Improvement Authority <br />Special Transportation for Seniors and People with Disabilities <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 />Response• <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 />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 />B. Indicate whether this plan has been reviewed by a local paratransit advisory <br />committee. <br />C. Describe any surveys or analysis conducted and staff reports. <br />D. Describe how the planning process is connected to the service plan: how do the <br />services planned correspond to the results of the planning process? <br />A. Public Meetings and Dates: <br />Ongoing: <br />• Shuttle Comment Cards <br />Senior Commission Meetings, 3rd Thursday of the Month -Monthly Review <br />of Program by Paratransit Advisory Group <br />Paratransit Outreach: <br />September 5, 2008 San Leandro Senior Resource Fair <br />September 18, 2008 Young at Heart <br />September 23, 2008 Kiwanis Club <br />FY 2009-10 Program Planning Workshops: <br />February 5, 2009 Public Workshop for FY 2009-10 Service -Main Library <br />February 3, 2009 Public Workshop for FY 2009-10 Service -Community Center <br />January 2009 Survey <br />Each year we conduct a survey of all registered riders to gather information to plan for <br />next year's service. <br />B. Has this plan been reviewed by a local paratransit advisory group? <br />® Yes -~ Committee Name: Senior Commission <br />Meeting Date: Febrary 19, 2009 and Marcy 19, 2009 <br />C:\Documents and Settings\lanyers\Local Settings\Temporary Internet Files\ContentOutlook\OES 1NI'N2\MB Annual Program <br />Application Cover FY0910.doc <br />Page 10 of 18 <br />