Valley Transit Customer Comment Policy 05-08

VALLEY TRANSIT CUSTOMER COMMENT POLICY May 21, 2008 Valley Transit shall seek to continuously improve its services by encouraging comments and feedback from riders of Valley Transit services, employees, and members of the community at large. Valley Transit shall provide a variety of ways to receive input and shall ensure that persons making comments receive an acknowledgement of their comments and a report on the outcomes of any investigations or changes that may result. Valley Transit shall maintain a comprehensive education and outreach program to ensure that persons with special needs and the general public are aware of the methods by which the comment process can be accessed. 1. Accessibility People desiring to make comments to Valley Transit shall be able to do so in the following ways: in person, by telephone, by FAX, by e-mail, or by mail. All Valley Transit staff having public contact shall be provided training on the comment process. Comments will be received by the Customer Service Center at the Valley Transit main office. 2. Acknowledgement Anyone who submits a comment and provides a telephone number, address, or e-mail address shall receive an initial acknowledgement of the comment within three (3) business days of receipt of the comment by Valley Transit. Should the acknowledgement be in writing? 3. Investigation and Follow-up Complaints or concerns shall be assigned to a Valley Transit road supervisor for ...