Last update: 28/06/2007 15:40:18
To develop a complaints system model which can be generalised across passenger transport, a model which passengers and staff understand and which managers can analyse and feed back into training.
The research will analyse the operation of systems in use and will develop a voluntary code of conduct of complaints - it will be carried out in four parts: desk research. work with companies, work with institutional representatives and drafting and launching the code of conduct.
Social Research Associates
12 Princess Road West, Leicester , LE1 6TP
Cost to the Department: £32,600.00
Actual start date: 21 October 2005
Actual completion date: 02 January 2007