Customer Charter

Customer Charter

Our customers are at the core of what we do and it is very important to us that we provide the highest quality of customer service to all our customers.

We’re focused on improving access to South Yorkshire’s public transport network through providing flexible, great value and consumer relevant transport tickets.

This Customer Charter has been introduced to provide our commitment to our customers around the customer service we provide and to give those customers something to hold us accountable to when contacting or engaging with us.

Our Commitments to Our Customers

We commit to our customers that we will make customer orientated decisions and make sure that the requirements of our customers are central to our commercial decision making.

We commit to our customers that we will make sure information about or products is available to them in a readily available and easy to understand way to make sure they select the best product for their journeys.

We commit to our customers that will provide a range of ways  for them to provide feedback, lodge complaints and interact with us. Our customers will receive timely and satisfactory responses to their feedback.

Customer Service Policies

We will ensure that a resource is available for recording and responding to general customer issues between the hours of 0930 and 1630.

We will ensure that suitable resource is available, and deployable, to any significant customer identified issue (E.G. a new product is failing to work in the field), to build up immediate intelligence of the issue and action basic remedial solutions.

We will ensure that all feedback, complaints and refunds requests are treated fairly and impartially and will ensure that customers do not experience bias in any response.

All our staff, when communicating with customers over the phone, will conduct themselves in a professional manner, using a tone suitable for the context of any enquiry and will maintain a helpful and respectful approach at all times.

All our staff, when communicating with customers via letter or e-mail, will ensure that responses are simple and clear for users and should maintain a friendly and respectful tone.

Communication with customers in response to enquiries or feedback should avoid complex language or jargon and should be provided within the above operating customer service hours.

Customer Service Channels

We will make sure that we have a multi-channel and varied range of customer service & engagement channels available to users from a diverse range of demographics and technical abilities.

E-MAIL

We will use purpose specific public facing e-mail addresses to allow our customers to suitably direct enquiries within the organisation.

 

TELEPHONE

We will have a public facing ‘General Enquiries’ phone line. This will be a shared phone number located centrally in the TravelMaster Back Office. This phone line will allow TravelMaster customers to log feedback, make general enquiries above and beyond the remit of Traveline partners and work through issues with TravelMaster directly.

This will also be the general corporate phone line for external users, should appear on all corporate literature.

This phone line will operate as a mix of a voicemail messaging service (with a call-back SLA detailed below) and a directly answered phone line.

The General Enquiries line is 0114 2211 444

SOCIAL MEDIA

We will promote the use of  our Twitter account as an inward bound customer contact channel and will, so far as that channel allows, respond to customer enquiries through it.

POSTAGE

We will maintain postage as an option for customer feedback. This channel is intended to be for the principal use of customers making refund requests, however customers may choose this method to lodge complaints or other feedback.

Our postal address for all correspondence is TravelMaster, 11 Broad Street West, Sheffield, S1 2BQ

Customer Service Level Standards

We will set and adhere to Customer Service Level Standards and timelines for the processing of comments or feedback received through the full range of channels available

We will respond to all telephone messages within 2 working days and if an issue is not able to be resolved at this point customers will be contacted to acknowledge their call and be informed of a case specific timeframe for resolution.

We will respond to all e-mail enquiries within 5 working days and if an issue is not able to be resolved at this point customers will be contacted to inform them of this, acknowledge their feedback and inform them of a case specific timeframe for resolution.

We will respond to all postal enquiries within 5 working days and if an issue is not able to be resolved at this point customers will be contacted to inform them of this, acknowledge their feedback and inform them of a case specific timeframe for resolution.

We will respond to all social media messages within 1 working day and if an issue is not able to be resolved at this point customers will be contacted to acknowledge their comment and be informed of a case specific timeframe for resolution and alternate contact points if appropriate.

Requests for corporate sales quotes will be provided within 5 working days of receipt and the fulfilment of orders for physical stock will be processed and dispatched no more than 5 working days after the acceptance of an offer and the receipt of suitable payment.

Requests for refunds will be acknowledged within 5 working days of receipt; detailing whether or not a request has been approved or rejected. The provision of a refunded sum of money should then happen no more than 10 working days after this point. In the event of a delay or failure to meet this SLA generally, we will contact the customer to inform them of the delay and the reasoning behind it and advise them of a revised timeline for resolution.

Complaints will be acknowledged in line with the SLA for the channel they were submitted via. We will then  have a further 5 working days within which, as appropriate, to investigate the nature of a complaint and provide a response. In the event of a delay or failure to meet this SLA generally we will contact a customer to inform them of the delay and the reasoning behind it and advise them of a revised timeline for resolution.

Complaints Procedure

We understand that events may occur where customers feel a need to complain and as result we will ensure a robust, fair and uniform approach to complaints handling as is practically possible.

In the event of a complaint being made all our staff providing responses will remain professional, impartial and polite even in the face of anger or upset from customers.

Our staff, however, cannot be expected to be subject to abusive or threatening behaviour and in instances where customers behave in a way likely to cause distress or alarm then our staff members are empowered to end the communication with that customer.

In the first instance, complaints should be addressed by the first line customer service resource and an acknowledgement of receipt provided to the customer. The first line resource should attempt to resolve the issue to the customer’s satisfaction. Our first line customer service resource is the enquiries@sytravelmaster.com e-mail address or 0114 2211 444 phone line.

In the event that the first line customer service resource is unable to resolve the issue to the customer’s satisfaction, a customer can escalate to the second line customer service & complaints handling resource. Our second line Customer Service Resource is the complaints@sytravemaster.com e-mail address or a postal complaint to our postal address.This resource will review the customer’s issue and again attempt to provide a mutually satisfactory resolution.

In the event a customer is not happy with the complaints process or their experience they may request a review of the resolution offered or response provided. This review will determine if the response was provided in line with our conditions and Commercial Policy. A request for a review should be sent to management@sytravelmaster.com or again to the postage address above.