Community transport service customer charter
Our aim is to provide a high-quality passenger-focused service, which promotes and encourages inclusion, independence, opportunity and achievement and tackles disadvantage.
Our standards
We ensure that all:
- transport provided complies with current health and safety legislation
- vehicle documentation is regularly checked
- unaccompanied drivers and passenger assistants hold an acceptable Disclosure and Barring Service (DBS) Clearance
- passengers and their relatives and carers are treated with dignity and respect
- service performance is monitored
- information provided will be managed in accordance with the Data Protection Act
- journey times do not exceed one hour
Our objectives
We aim to:
- provide an individual risk assessment for all new passengers and ensure they are updated
- commence transport within 10 working days of referral
- consider individual passenger needs and consult passengers/relatives/carers as appropriate
- provide detailed route/contact information in writing for all passengers
- inform all passengers/relatives/carers as appropriate of any significant change or delay to the service
- provide a punctual service - except in exceptional circumstances - within 10 minutes of the designated time
- regularly monitor service provision
- investigate and provide a written response to all complaints within 10 calendar days
Passenger satisfaction
You can make a complaint by contacting us.
Call the Community Transport Team on 01642 527117.
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