Project: MONITORING COMPLAINTS IN THE TRANSPORT INDUSTRY

Reference: R160

Last update: 28/06/2007 15:40:18

Objectives

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.

Description

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.

Contractor(s)

Social Research Associates
12 Princess Road West, Leicester , LE1 6TP
0116 2858604

Contract details

Cost to the Department: £32,600.00

Actual start date: 21 October 2005

Actual completion date: 02 January 2007