Customer Charter
Quick and fair complaints handling
We consider every piece of feedback a unique insight into your individual journey and how you view our services.
With this in mind, we
will:
- welcome constructive feedback on our performance so that we can improve the service we offer you every day
- do everything we can to rectify the problem
- respond to you promptly, in a professional and helpful manner.
Our goals 2009-11
To resolve e-mail or phone feedback within five working days, or if the issue is more complex, within this
timeframe let you know how long it will take to resolve your complaint.- To better incorporate customer feedback into our business and to report annually on how we achieved this.
Our commitments for 2011
- By April, publish our quarterly responses and initiatives to address key customer feedback areas, on the CityRail website.
- By October, conduct more than 100 'Meet the Manager' events across the network. We will publish the locations on a monthly basis on the CityRail website.
On-time trains | Manage crowding | Fast, accurate, useful information
Secure and safe travel | Clean trains and stations | Fast ticket sales
Quick and fair complaints handling | Accessible services and facilities
