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Email: seniorshuttles@seniorservices.org
Fax: 206-652-0433
TDD: 206-448-5025
Feedback Process
We train all Transportation Program staff on Senior Services formally adopted
procedures for responding to customer grievances. Confidentiality and privacy of the
customer will always be taken into consideration.
1. The customer will be referred to the Transportation Coordinator responsible for
delivery of the service. The Coordinator will attempt to address the customers
concern(s). Every attempt will be made to clarify, counsel, and make
adjustments in order to reach a mutually acceptable solution. The Coordinator
will request information helpful to the review of the complaint, including
description of the incident, including date, time and location, drivers name
and/or vehicle or route number as well as complainants name and contact
information to facilitate follow-up with the complainant.
2. Should the Coordinator ascertain that the customer is not satisfied, the
customer will be referred to the Hyde Shuttle Manager and/or Transportation
Program Director to pursue the matter further. If necessary, informal discussion
will take place with the driver (paid or volunteer) who provided the service, and
any other third parties involved.
3. If the customer is still not satisfied, the Program Director will refer to the Vice
President/Chief Operating Officer of Direct Support Services.
4. The Vice President, working with Transportation staff, the customer and any
other third parties involved, will attempt to resolve the matter to customer
satisfaction. If necessary, the Vice President will include other appropriate
agency staff, including the agency Executive Director and Director of Human
Resources.
5. All complaints must be filed within 180 days of the incidents occurrence.
Feedback Acknowledgement
Anyone who submits a comment, complaint, or service suggestion to Senior Services
Transportation Program shall receive a response provided they give legible contact
information. We respond to all formal written complaints sent via mail, email or fax
within five business days after receipt of the complaint. Feedback by phone will be
returned within 72 hours.
Customer Appeals Process
If the Executive Director, working with other agency staff, the customer and any other
third parties involved, ascertains that the complaint has not been resolved to customer
satisfaction, notification will be made to the customer of their right to file a complaint or
lawsuit with one of the following organizations:
1. Aging and Disability Services (and, if necessary, investigation and mediation by
the State of Aging and Adult Services Administration.)
PO Box 34215
Seattle, WA 98124-4215
2. Washington State Department of Transportation
Public Transportation Division
Attn: Title VI Coordinator
PO Box 47387
Olympia, WA 98504-47387
Senior Shuttle
Comment Card
If you would like a response to your
comments, please provide us
with your contact information.
We will respond by phone or letter
within 5 working days after
receipt of your information.
Name:_______________________
Address:_____________________
Satisfactory ride?
_____________________
City, Zip:_____________________
Phone #:_____________________