Our Complaint Management System is a structured platform for recording, assigning, tracking and resolving passenger complaints and service-related issues across public transport operations.
Developed in-house by TAP, the system establishes a transparent workflow from complaint registration through investigation and resolution, giving management clear oversight of response times, accountability, recurring issues and overall service quality.
Overview
A Defined Workflow for Every Complaint
Every complaint is handled through the same controlled process, from first registration to final resolution. Ownership and status are recorded at each stage, so no complaint is left without a responsible team or a documented outcome.
Key Capabilities
Complete Complaint Lifecycle Management
Eight core capabilities cover the handling of passenger complaints and service issues from intake to management review.
Complaint Registration
Complaints and service issues are recorded in a standard format, creating a consistent record for every case.
Categorization
Each complaint is classified by type, allowing like issues to be grouped, prioritized and analyzed.
Assignment
Complaints are assigned to the responsible team, establishing clear ownership from the outset.
Status Tracking
The current status of every complaint is visible at all times, from registration to closure.
Escalation
Unresolved or high-priority complaints are escalated for management attention.
Resolution Monitoring
Investigation and resolution activity is monitored until each complaint is formally resolved.
Complaint History
A permanent history of every complaint and its handling is maintained for reference and review.
Management Reporting
Structured reports give management a clear view of complaint volumes, handling and outcomes.
- 01Response times
- 02Resolution progress
- 03Team accountability
- 04Escalated complaints
- 05Recurring issues
- 06Service quality trends
Accountability and Service Quality
The system gives management a factual view of how passenger complaints are being handled across the operation.
Response times, ownership and outcomes are recorded for every case, and recurring issues become visible as patterns rather than isolated incidents.
Contractual obligations are measured against recorded operational data, not reported estimates.
Reporting
Management Reporting
Reports draw directly on the complaint record, giving management a consistent basis for review and decision-making.
- Complaint volumes
- Complaints by category
- Complaints by responsible team
- Open and resolved complaints
- Response and resolution times
- Escalated complaints
- Recurring issues
- Complaint history
Key Benefits
A structured, accountable approach to passenger complaints.
- SLA compliance
- Response time
- Resolution time
- SLA breaches
- Pending SLA obligations
- Contractor performance
- Service-provider performance
- Recurring SLA issues
Related
Works Together With
Software
Management
Software Development & Customization
Categories, workflows and reports configured to each operator.
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