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M9 Complaints

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Evidence required

Requirement

To review and act upon any complaint made against the fleet operation.

Purpose

To ensure that complaints are investigated and used to improve operational performance through the resolution of any issues identified.

Demonstration

FORS Operators shall have a policy and supporting procedure to manage complaints, grievances and objections made against the organisation or their drivers.

These include, but are not limited to:

  • Complaints from customers
  • Complaints from passengers
  • Reports from members of the public
  • Reports from the FORS Quality Assurance Team
  • Grievances from members of staff

A procedure shall be in place that includes the action to be taken in the event of a complaint and how consequences are dealt with.

All complaints shall be recorded and investigated within 10 working days to identify whether control measures have failed and if operational improvements can be made. Any improvement action taken shall also be recorded.

The complaints procedure that covers the fleet operation may be included within an organisation-wide complaints procedure.

The policy, procedure and records relevant to complaints shall be:

Evidence required

A documented complaints policy and procedure;

Complaints register i.e. spreadsheet, database, QMS system;

Complaints investigation records i.e. spreadsheet, form, database, QMS system;

Corrective actions record i.e. training, internal communications, process document update.

Tip: check to ensure that complaints are recorded and investigated within 10 working days.

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