Complaints Policy & Procedure

TFI Local Link Kerry seek to offer a high-quality service to all users. We understand that 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.

TFI Local Link Kerry is committed to dealing with all complaints received in a professional, trustworthy and confidential manner. The purpose of this complaints policy is to outline how complaints can be made regarding the provision of transport services and aims to ensure that:

• Complaints are addressed thoroughly, sensitively and in a confidential matter.
• Resolved at as early a stage of the process as possible.
• Positive action is taken in implementing change as appropriate.

TFI Local Link Kerry defines a complaint as an expression of dissatisfaction which needs a response.

Any person who has received or sought the services from TFI Local Link Kerry service, or a person who legitimately represents someone who uses the service. All complainants have the right to appoint and advocate who, if a person is unable to make a complaint themselves can assist them in making the complaint.

The complaints policy can be used to raise any concerns a person has about a service being provided by TFI Local Link Kerry.

Once a formal complaint has been established, then the complainant will need to fill in the TFI Local Link Kerry Complaints Form.

There are four stages to the complaints policy as follows:

Stage 1 – Point of Contact
A complaint to TFI Local Link Kerry must be submitted in written form in order to be formally accepted. The Complaints form can be emailed on request, sent in physical form via post or accessed and downloaded from the TFI Local Link Kerry website. Once this form has been received, it is required to be completed as per Stage 2 of the process.

Stage 2 – Formal Investigation Process
A written complaint must be submitted by completing the TFI Local Link Kerry Complaints Form which should include the following information:
• Your name, address and telephone number (and/ or email address)
• A detailed description of the issue with which you are dissatisfied
The complaint should be addressed to the General Manager of TFI Local Link Kerry, Island Point, Tralee Road Industrial Estate, Tralee Rd, Castleisland, Co. Kerry, V92 E894 or email servicedev@locallinkkerry.ie
The Business Development Manager will log and acknowledge receipt of the complaint as soon as possible, but not later than five working days after receipt. Having acknowledged the complaint, the Business Development Manager will conduct an investigation and the General Manager will issue a reply to the complaint within 30 working days of receipt of the initial complaint. Where this is not possible, an interim reply will be issued explaining the position and advising the complainant when a substantive response will be made.

Stage 3 – Internal Complaints Review
If, having progressed through Stages 1 and 2, the complaint remains unresolved or the complainant is not happy with the decision made by the General Manager, a request for Internal Complaint Review may be made in writing to the Chairperson of TFI Local Link Kerry within 30 working days on which the report was signed and dated by the Manager.
The complaint will be logged and an acknowledgement of receipt will be sent as soon as possible, but not later than five working days after receipt. Having acknowledged the complaint, the Chairperson or a nominated review officer will conduct an investigation and issue a reply to the complaint within 20 working days of receipt of this complaint. Where this is not possible, an interim reply will be sent explaining the position and advising you when a substantive response will be made. If the complainant is not satisfied with the outcome of the complaints management process, he/she may seek an independent review.

Stage 4 – Independent Review
If the complainant is not satisfied with the outcome of the complaints management process, he/she may choose to refer their complaint for independent review (e.g. Office of the Ombudsman/Ombudsman for Children’s Office) either directly following Stage 2 or following a Stage 3 Internal Complaint Review.