Although Assembly Members welcome improvements in Transport for London’s handling of complaints, they say more work need to be done “to streamline and simplify the system”.
Noting that there are “12 phone numbers on the TfL website and an overly- complex online form system”, the report calls for TfL to implement a single contact number and address and ensure “his information is freely available at stations and bus stops.”
The report also calls on TfL to implement a new complaints system which allows customers to track their query or complaint online, and to introduce a dedicated contact point for Freedom Pass holders.
AMs also say TfL should view suggestions and complaints as “an invaluable source of ‘free intelligence’” which is fed into its systems and decision making “at all levels of TfL, helping to both drive day-to-day improvements and the broader strategic goals of the organisation.”
Val Shawcross AM, who led the report on behalf of the Committee, said: “Simplifying customer service at an organisation as large and complex as Transport for London is no easy task, but passengers have a right to quick and easy contact when they need it.
“Public transport is part of most Londoners’ everyday lives. It’s only right that people get a decent response when they have a problem and a proper say in how TfL could improve the services they use and – through their fares – fund.”
Shashi Verma, TfL’s Director of Customer Experience, said: “We very much welcome the London Assembly’s report and the recognition they have given for the work we are already doing to improve our customer services.”
“The recommendations work with the grain of the action we are taking to simplify how customers communicate with us, including streamlining the number of contact points and providing more convenient self-service options. We are also improving the way in which we handle, and learn from, complaints and we are ensuring that our teams are providing the same high standard of customer service across the board.
“We look forward to further developing and launching these programmes throughout the year, including publishing complaints data on a regular basis, and will continue to work with the Assembly to ensure we are providing all of our customers with the consistently high level of service they rightly expect.”
The full report can be downloaded here.
