Contracted transport for schools, special needs children and social care

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Customer Care Policy

For educational and social care transport services

 

24x7 Ltd and all of its operating companies is committed to delivering excellent customer service. We have a straightforward approach to customer care and service - essentially we treat our customers as we would like to be treated ourselves.

 

As a service provider on behalf of Council authorities, we regard as "Customers" -

 

The various County Council, District Council and Unitary Bodies with whom we hold contracts, or hope to

 

The various educational and social care establishments that we deal with in operating the above mentioned contracts

 

The staff of all of the above authorities and establishments

 

The passengers that we carry

 

The parents and/or carers of our passengers, where appropriate.

 

Enquiries/complaints/lost property

 

If you are contacting the company, then whether you have a general enquiry, lost property enquiry or a complaint, the same procedures for contacting us should be followed. The same high level of service will be provided whether you have a general enquiry, a specific question, are enquiring after lost property, or have a complaint about our service or staff.

 

With lost property, as you will normally have the same vehicle and crew serving your contract each day, if you think you may have lost something in the vehicle, in the first instance enquire with the driver on your next journey. If this is not appropriate, or if you prefer or wish to, please contact the office, as per details below.

 

Responses to customer contact will be provided in the most appropriate format. For example, it is not necessarily the case that all emails will receive an emailed response.

 

We will ensure that you are dealt with:

 

• Quickly, fairly, and in a courteous, helpful manner.

 

We would like you to:

 

• Give us the information we need to help you.

 

• Treat all our staff fairly and with respect.

 

Our customer care standards

 

Contact by telephone

 

We will:

 

• Aim to answer the telephone within 20 seconds (six rings) during normal working hours.

 

• Attempt to resolve your query at the first point of contact. If this is not possible we will pass your call to someone who can help and ensure that you have the name of the staff member dealing with the query.

 

Contact in writing

 

We will:

 

• Aim to respond to standard written enquiries within two working days of receipt, resolving the issues raised if at all possible. If the issue is more complicated and likely to take longer to resolve, we will give you an idea of how long this will take.

 

Contact by email and text messaging

 

We will:

 

• Aim to respond to emails sent to us or text message enquiries within 24 hours, except at weekends or during bank holidays. All emails or text messages should at least receive an acknowledgement within one working day stating when a full reply will be made if it is not possible to deal with the inquiry immediately. Emails and text messages obviously of an urgent nature will normally be dealt with immediately.

 

What we ask of you

 

Our staff should not be expected to deal with rude, abusive or threatening behaviour. If such unpleasant behaviour is encountered and cannot be calmed down, our staff will politely state that they will have to terminate the contact (put the telephone down) or if the problem is in a vehicle, that it will be reported to the office for further investigation. The company will take appropriate action against any individuals who are abusive to staff, including, if the abuse is from a passenger, recommending to the relevant Council that travel entitlement be withdrawn for that passenger.

 

Contact times

 

Office: The office is normally staffed from 09.00 to 17.00 hours Monday to Friday. Telephone calls and emails received within these hours will normally be dealt with as noted above.

 

Out-of-hours: Our office telephone will normally either give an alternative number or be diverted. Our duty staff will normally deal with "out-of-hours" calls, e-mails, and texts. They will normally monitor incoming enquiries from 6am until 10pm.

 

Drivers/Passenger Assistants: Drivers and/or passenger assistants will normally provide their direct mobile numbers to their passengers or their parents or carers so that any day-to-day transport requirements can be dealt with direct.