Down Armagh Rural Transport Partnership Ltd through the CSC service seeks to offer a high quality service to all members. We understand there will be times when people who use our services wish to make suggestions to help us to improve these services, or to complain about the service they have received or feel they should be receiving.
We wish to ensure that everyone who uses our services is aware that they have the right to raise concerns or make complaints. The Complaints Procedure explains what options are open to members if they have a complaint, and how to go about making one. It also explains what action we will take if we receive a complaint from a user of our services or from someone acting on the user's behalf. This will ensure that you are able to take up your right to make a complaint, knowing that we will respond to it according to the procedures now established.
The Complaints Procedure aims to:
Address complaints thoroughly and sensitively; enable people to resolve matters at any stage of the procedure encourage positive action by us in looking at the effect of the resolution(s) of a complaint on the provision of our service(s) and to implement changes as appropriate.
Who can complain?
Any person using, or wishing to use, one ofour services. A person who legitmately represents someone who uses, or wishes to use, one of our services.
What can be complained about?
The complaints procedure can be used to raise concerns about the service(s) you are receiving or feel you should be receiving.
Can I get help with making my complaints known?
The person dealing with your complaint will try to assist you in whichever way is appropriate, e.g. in putting your complaint in writing. If you wish to make a complaint verbally, you can bring someone also, either for support or to act on your behalf.
To whom do I make my complaint?
In the first instance you should normally make a complaint, verbally or in writing, directly to the member of staff providing the relevant service. Or you may, if you prefer, make a complaint, in writing, to the Partnership Director.