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Site last updated:
January 10, 2012

TransLink Commission

info@translinkcommission.org

Under the Act passed in 2007, TransLink must obtain the Commissioner’s approval of its process for dealing with customer complaints, and of future amendments to the process.

This page presents an executive summary of the Commission’s  Order 08-02 conditionally approving TransLink’s process for dealing with customer complaints

TransLink proposed for approval its process in place as of the fall of 2008. Last year this process fielded over 30,000 complaints.

Commission’s Findings

In October and November 2008, a Commission team of three mapped the current process, studied documents and met TransLink officials. The team found that:

• TransLink recognizes the importance of (a) responding individually, promptly and courteously to all complaints and (b) learning from the pattern of complaints, in order to correct and improve service;
• while TransLink does not actively solicit complaints, both the Coast Mountain Bus Company call centre and the TransLink web site are easy routes for customers to lodge complaints;
• TransLink has put in place mechanisms that can produce individual, timely responses to customers who make a complaint;
• TransLink has not shown that it is analyzing trends and patterns in complaints to identify system problems;
• nor is it clear that TransLink knows how well it is doing in addressing issues that are revealed by patterns and trends in complaints; and
• the 2007 Statutory Annual Report did not describe actions taken in response to complaints.

Decision

The Commissioner decided to give conditional approval to the current process. The approval is conditional upon TransLink demonstrating over the coming year that it is identifying patterns and trends in customer complaints, regularly reporting to the respective boards, and that it is positioned to monitor progress in addressing the causes of complaint, consistent with its own objectives.

You will find a description of TransLink’s current complaints process and the full text of the conditional approval in the official Commission Order 08-02 (a 17-page pdf file).

Future amendments will require prior approval only if they are of a major kind, as defined in Order 08-02.