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Alameda CTC Paratransit Program Application <br />Application Period July 1, 2012 through June 30, 2013 <br />CUSTOMER SATISFACTION <br />Page 6 of 22 <br />13. Describe your complaint and commendation process. Describe your process from <br />beginning to end, including instructions you provide to customers for filing complaints or <br />commendations, your documentation procedures and your follow up. <br />(See questions 13A and 13B that follow; max. 500 characters.) <br />mplaints are responded to immediately upon receipt. A complaint log is maintained. Consumers <br />)ically make complaints via the telephone or in person, however comment cards are available on the <br />ses as well. Our contract with the transportation provider requires a 24 hours response to all complaints. <br />mplaints are valued by staff because they help us to understand how the service is working and where <br />?re are problems that we need to address. <br />13A. Describe any common or recurring complaints your program has received. <br />(max. 500 characters) <br />he most common complaint is from customers that cannot get a medical ride for the time that they <br />?quest. We work with the rider and the transportation provider to find an alternative time when possible. <br />13B. Describe any changes you have made to your program as a result of customer <br />complaints and commendations. <br />(max. 500 characters) <br />:cent changes have been in response to suggestions for route changes that will better serve <br />ers. <br />VEHICLE FLEET <br />14. Please provide details regarding your vehicle fleet. To answer this question, complete <br />the Table D Attachment (Table D Vehicle Fleet tab) in the Excel workbook. <br />CAPITAL PURCHASES <br />15. Describe planned capital expenditures, such as purchase of vehicles or durable <br />equipment, below. (max. 255 characters) <br />