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Alameda County Transportation Improvement Authority <br />Special Transportation for Seniors and People with Disabilities <br />Volunteer "secret rider" <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 />I~. 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 />• Senior Commission Meeting -February 18, 2010 <br />• Planning Workshop -Tuesday, February 23, 2010 <br />• Planning Workshop -Thursday, February 25, 2010 <br />• Annual Paratransit Survey <br />• Bi-Annual ACTIA Paratransit Survey <br />B. Has this plan been reviewed by a local paratransit advisory group? <br />^ Yes -> Committee Name: <br />Meeting Date: <br />® No <br />• The Senior Commission serves as the Paratransit Advisory Body. The Commission is <br />given monthly paratransit updates. Proposed changes have been discussed with the <br />Commission for several months. The final plan as described in this application will <br />be reviewed by the Senior Commission at the April 15, 2010 meeting. <br />G:\Oliver\Pazatransit\FY 2010-11\MB Annual Program Application Cover FY101l.doc <br />Page 8 of 17 <br />