SECTION 9.0 CUSTOMER COMPLAINT PROCEDURE
9.1 Mission
The mission of MOTA is to provide safe, effective, accessible and affordable
transportation service. The job of every MOTA employee depends upon the way MOTA
fulfills that task. For that reason, it is extremely important that all MOTA employees
conduct themselves in a professional and courteous manner in all interactions with the
public.
9.2 Types of Complaints
Complaints will be divided into two (2) categories:
1. General complaints related to the MOTA system, service or policies without
reference to a specific employee. The customer is unfamiliar with, or misinformed
about, or dissatisfied with MOTA service or policies.
2. Specific complaints related to the behavior or action of a specific employee. The
customer points out a service failure due to the action or inaction of an employee,
or is dissatisfied with the attitude or treatment received from a particular
employee.
9.3 Resolution of Complaints
Complaints normally will be received by dispatch or by operators, who will be able to
respond to most general complaints. If it is not a readily answerable complaint, it will be
referred to MOTA management for disposition.
For specific complaints, the Executive Director shall decide whether and what action is
appropriate after determining the nature of the occurrence. The Executive Director will
do whatever investigation is required to make that determination.
In the event that disciplinary action may result from the determination of the Executive
Director, the employee will be given the opportunity to present a more detailed account
of the occurrence than provided for on the Accident or Incident forms in use. The
employee’s account should be written and should be submitted to the Executive
Director within three (3) days of the employee’s notification of the opportunity to present
a more detailed account of the occurrence.
If a discrepancy exists between the account of the customer and that of the employee,
MOTA management will, if warranted, arrange a conference to determine the validity of
the complaint.
In appropriate cases, counseling shall be provided to the employee. In such cases, the
objective of counseling is to make the employee aware of:
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2.
3.
4.
5.
The need to prevent similar occurrences.
The damage done to MOTA by employee errors or discourtesy.
The appropriate way to respond in similar future situations.
The need to prevent such complaints.
The steps the employee may expect MOTA to take should a similar valid
complaint be made.
Depending on the seriousness of the complaint, the outcome of a complaint
investigation may result in progressive discipline up to and including discharge, as
specified in the Work Rules. Complaints of an extremely serious nature may result in
omitting steps in the disciplinary procedure.
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