Handling booking system complaints

Effective complaint management can improve service providers’ reputations and processes. It shows customers that their feedback is valued and helps booking entities identify what is working well and what needs to be improved.

It’s best practice to have a clear customer-focused complaint policy that’s easy to access both internally and publicly. Make sure it’s available in multiple formats, including Easy Read, so all customers can use it.

Customer complaint policy

Your customer complaint policy should:

  • align with the Australian Standard 10002:2022 Guidelines for complaint management in organisations (ISO 10002:2022)
  • allow customers to make complaints, provide feedback, be notified of progress, and receive responses through a means of communication that is accessible to them
  • advise customers when complaints are received, whether they have been or will be considered, and whether action is necessary or has been taken
  • seek continuous improvement
  • make complaints easy, safe and include feedback on the result
  • maintain accurate and accessible records of complaints and resolutions
  • include training for staff who manage complaints to:
    • assess the complaint carefully
    • ask the customer what they believe is a reasonable result
    • manage expectations – explain what is and is not possible, how long the process will take, and what will happen next
    • focus on identifying solutions that meet the customer’s needs
    • check the customer is satisfied with how their complaint was managed.

Improving customer experiences (scenario)

  • Janey (she/her/hers) is a young professional from Brisbane. Janey has vision impairment and requires support from her guide dog, Max.

    Janey attended an industry conference at the Toowoomba Convention Centre. This is Janey’s first time in Toowoomba, and she is not familiar with the local area. At the end of the first day, staff from the conference booked a taxi for Janey to travel back to her hotel. She waited patiently at the pick-up point with Max.

    Janey was standing with other conference attendees who saw the taxi approaching. However, when the driver noticed Max, they continued driving past the pick-up point and cancelled the job. Conference staff booked four more taxis, and each driver refused to stop, even when directed by conference staff. Each driver cancelled the job as they drove past.

    Conference attendees said it was clear that each driver drove past and cancelled the job after noticing Janey had an assistance animal.

    Janey told a disability advocate about her experience. The advocate called the booking entity to lodge a complaint. The operator bluntly advised that, given Janey didn't see or make note of the taxi licence plates, there was nothing they could do and hung up.

  • Booking entities should have processes to:

    • prioritise bookings for customers with accessibility requirements
    • include an ‘accessibility requirements’ screening question in the booking process
    • clearly identify customer accessibility requirements for drivers when they receive the booking
    • ensure drivers are aware of and meet their legal responsibility to accept customers with an assistance animal
    • train staff to communicate effectively with customers with disability
    • develop and use internal strategies for managing complaints about discrimination by drivers or dispatch staff. This may involve refresher training or more severe disciplinary action.