To provide a quality process that defines the process required for any external company or individual to complain about anything they feel was unsatisfactory from Richardson Rail Services Ltd. or staff acting on behalf of us.
This document applies to all areas of business operations. This process will apply to any individual or company that has not directly engaged with or had services delivered by Richardson Rail Services Ltd.
The company recognises that there may occasionally be instances when individuals have grievances and may wish to lodge complaints about matters.
In these instances, the recognised complaints procedure is as follows: Submission of the complaint to the Managing Director. The complainant should complete and return the Appeals & Complaints Form (TRA- 031 If required, an independent, nominated individual will be assigned to investigate the complaint. The receipt of the complaint will be acknowledged either verbally or in writing within seven working days. The nominated investigator will review the complaint and liaise with other relevant managers. Together, they will determine whether the nature of the complaint impacts the delivery quality standards or if it pertains to other areas of the business. Those implicated in the complaint will have the right to attend scheduled meetings to present their views in person.
Note, If the staff involved in the complaint request is the training manager, it will go to the next senior person, potentially having to go directly to the director or delegated individual.