The Dean of Students Office can provide guidance to a student who believes there is
reason to complain about a non academic area. The Dean of Students guided the
student through the following process.
The student contacts the department to make the complaint.
From: Anne
Sent: 6:44 AM
To: TRANSIT
Subject: Complaint about bus services
Importance: High
May I please have the contact information for the Director of ECU's Transit System?
Thank you.
Anne
Greenville, NC 27858-4353
From: William on behalf of TRANSIT
Sent: 07:51 AM
To: Anne
Subject: RE: Complaint about bus services
Good morning. You may contact our director at 328-4724. His name is David. He does
keep a busy schedule, but you are welcome to contact him.
I personally am the person that handles complaints. If you would like to contact me my
number is 328-0000.
William
The student meets with William and feels that her concerns are not serious enough
for an apology.
From: Anne
Sent: 6:44 AM
To: University Administrator that supervises transit area
Cc: William, Dean of Students
Subject: Official Complaint about bus services
Importance: High
I called the bus service because I was not picked up at Stadium Minges Parking lot at
approximately 9pm. I was informed that the bus was on the route and should be
there soon. I called the bus service a second time, and finally was forced to walk to
campus.
The second time I called the bus service, I was asked if I could walk somewhere
other than the Minges parking lot, because a basketball game had just let out and
traffic was busy. I explained I should not have to walk to another location.
Anne
The student meets with the supervisor to discuss her concerns. The supervisor
responds in writing to the student complaint.
From: University supervisor
Sent: 04:54 PM
To: Anne
Cc: William, Dean of Students
Subject: RE: Official Complaint about bus services
Ms. Anne,
I am writing to acknowledge our meeting and your complaint. On the date of
the missed bus incident, ECU Transit drivers were not able to get to the
stadium Minges bus stop location due to an athletic event letting out. When
the bus did arrive at that bus stop, the driver was unable to find you. I have
taken steps to improve this communication by instructing dispatchers to
explain the reason for the delay to callers, and to request a call-back number so
that they can confirm with individuals where they are located in the event that
a driver is unable to locate someone who has requested to be picked up.
If you feel you are not being picked up in a timely manner, please contact me at
328-0000. I hope that you will continue to use our transit system and I
appreciate you bringing your concerns to my attention.
University Supervisor
The student responds to the supervisor.
From: Anne
Sent: 5:00 PM
To: Supervisor
Cc: Wood, Dean of Students
Subject: RE: Official Complaint regarding Safe Ride services January 28, 2009
Thank you very much response and for your direct phone number. I am relieved to
hear of the improved communication steps your dispatchers are implementing.
I consider this issue closed. Again, thank you for implementing the changes listed.
Anne