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Page 8 of 21 Alameda CTC Paratransit Program Plan Application Application Period July 1, 2013 through June 30, 2014 12. Do you expect the total number of one-way trips provided by your program to increase, decrease or stay the same compared to the current year, FY 12-13? Why? (max. 300 characters). We expect the total number of one-way trips to increase because, as previously mentioned, the Senior Community Center will be open an additional two (2) hours per day (8:30am – 5:00pm), and we are including two additional shuttle operating hours per day in this year’s program plan application. CUSTOMER SATISFACTION 13. Describe your complaint and commendation process. Describe your process from beginning to end, including instructions you provide to customers for filing complaints or commendations, your documentation procedures and your follow up. (See questions 13A and 13B that follow; max. 500 characters) We take complaints very seriously, handle them on an individual basis, and respond to them immediately. Consumers typically make complaints via the telephone or in person and we maintain a complaint log. We obtain complete incident information from the rider directly, and contact our service provider immediately if deemed appropriate. Our contract with the transportation provider requires a 24 hours response to all complaints. Our transportation provider keeps us apprised of their findings, and Senior Services typically communicates directly to the rider with that information. 13A.Describe any common or recurring complaints your program has received. (max. 500 characters) Though not necessarily common, the most recurring complaint we hear is that the shuttle occasionally runs later than their scheduled times. We have also heard complaints about the drivers who cover our regularly scheduled driver’s lunch breaks. We’ve heard they are not as “nice” as our regular drivers.