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Issue a Case Number for Complaints

When someone complains, they should be able to keep track of their complaint (online would be fantastic). For that purpose, the agency should assign a case number to each complaint and furnish that to the complaining party. MARTA does this and calls the number a HEAT number.

Submitted by Matt' Johnson 6 months ago

Comments [3]

  1. They should be allowed to have the OPTION to follow their complaint through the system.

    5 months ago
  2. It's important to distinguish between formal complaints and other social media discussion.

    I think that anything that is a formal complaint requires very special handling and, perhaps, it's not appropriate to do on social media in public. It's not fair to the accused party, especially if it's a driver or other staff member.

    5 months ago
  3. We also have a system like that, though ours is indexed by name as well as route. We can also extract customer comments by date range, issue type, bus # and operator #.

    5 months ago

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