Customer Complaint Policy

The request was successful.

Dear Sir,

Please provide a copy of any policies and guidance (formal or informal) issued to Oyster helpline operators on the following matters:

* Handling of customer complaints
* Requests to transfer calls to supervisor/management
* Requests for a postal address for letters of complaint
* Requests for the name and contact details of the Commissioner of Transport for London.

Yours faithfully,
Mr Williams

FOI, Transport for London

Dear Mr Williams

Thank you for your email received by Transport for London (TfL) on 1 June
2011 where you have asked for information about policies and guidance
given to Oyster Helpline operators.

Your request will be processed in accordance with TfL’s Freedom of
Information Act 2000 procedure and a response will be provided to you by
29 June in accordance with the Act.

In the meantime, if you would like to discuss this matter further, please
do not hesitate to contact me.

Yours Sincerely

Lee Hill
FOI Case Officer

FOI Case Management Team
Corporate Governance Directorate
General Counsel
Transport for London
[1][TfL request email]

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FOI, Transport for London

2 Attachments

Dear Mr Williams

TfL Ref: FOI-0242-1112

Thank you for your email received by Transport for London (TfL) on 1 June
2011 asking for information about the policies used by Oyster Help Line
staff.

Your request has been considered in accordance with the requirements of
the Freedom of Information Act and TfL’s information access policy. I
can confirm TfL holds the information you require. You asked:

Please provide a copy of any policies and guidance (formal or informal)
issued to Oyster helpline operators on the following matters:

* Handling of customer complaints

* Requests to transfer calls to supervisor/management

* Requests for a postal address for letters of complaint

* Requests for the name and contact details of the Commissioner of
Transport for London.

Please see the attached document, which records the process and procedures
used by Group Customer Services to handle complaints and requests for a
matter to be escalated.

If this is not the information you are looking for, or if you are unable
to access it for some reason, please do not hesitate to contact me.

Please see the attached information sheet for details of your right to
appeal as well as information on copyright and what to do if you would
like to re-use any of the information we have disclosed.

Yours sincerely

Lee Hill

FOI Case Officer

FOI Case Management Team

Corporate Governance Directorate

General Counsel

Transport for London

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