3.9 Complaint Procedures

I. Purpose

The purpose of the complaint procedure is to alert management to those problems that are consistent in nature or require special handling.

II. Procedures

A. Complaints may be received either orally or in written form.

1. Verbal Complaints

These are ordinarily received via telephone and are transferred to one of the Operations Room Dispatchers at 215-400-4350 Ext. 5262,5287,6968,6572,5330,5340, or our general number 215.400.4350 and then press one. The Operations Room is staffed from 6:30 A.M. until 6:30 P.M. At the
beginning of the school year, there is a "hotline" available for parents to call and record their complaints or questions (215-400-4350). These calls are returned as soon as staff members are available. Principals, unable to obtain information through the 215-400-4350, may call 215-400-5557 for problems requiring immediate attention.

2. Written Complaints

These complaints are received from any number of sources and are handled by the office of primary interest. SCHOOL BUS/CAB PERFORMANCE REPORT (Form TO-35) is used by school administrators to inform Transportation Services that there is a service problem with a route, mainly, a bus/cab not showing up (no-show), or a bus/cab arriving late.
 

B. Each complaint is handled on an individual basis. (A BUS COMPLAINT/FOLLOW-UP REPORT (Form

S-212) is used by Transportation Personnel to record and disseminate information to the responsible department. The information required on the form will be completed and reviewed by the appropriate authority.

C. The form should be completed as indicated below:

1. Selection/Route number: Bus route number.
2. Bus Number: Number of bus.
   
3. Indicate if it is a public or non-public school route.
4. Check type of route.
5. Date: Date call is received.
6. Time: Time call is received.
7. Name of Garage or Contractor.
8. Report of Complaint:

 

    a. Received by: Indicate name and title of School District personnel receiving complaint.

    b. Reported By: Write name of individual who is calling or writing.

    c. Title: If there isn't a title, write interested party

    d. Parent/Guardian Address: Record address.

    e. Home Phone: Indicate home phone number.

    f. Work Phone: Indicate work phone number.

    g. Student's Name: Obtain student's name involved with problem or concern.

    h. Pick up Location: Indicate where child is picked up.

    i. Drop Location/Destination School: Write school or drop-off location.

 

9. Nature of Complaint:

Check off appropriate responses. Indicate scheduled time and actual time. Write as much factual information as possible. Try to contain narrative in space provided.
    

10. Action Taken By Transportation:

    a. Reported to: Indicate what school or garage complaint was reported to and
    individual’s name & title.

    b. Time and Date: Write date and time complaint was reported to school or garage.

    c. Indicate Name of Driver & Bus Attendant and whether he/she is a regular assignee or
    a substitute.

    d. Response: Response of individual at garage/school.

    e. Reviewed by: Manager or Supervisor must sign-off.

    f. Action Taken: Explain specific action taken by Transportation Services.

    g. Disposition: State whether problem was solved satisfactorily or if further
    investigation is necessary.

    h. Complainant Notified: Indicate yes or no and via what means and time & date
    of notification.

 

D. The entire form must be reviewed by the Manager of Garage Operations or the Manager of Contracted Services.

E. All reports will be maintained and filed in the Operation Control Room.