Standards

• Operate most services in the Council’s area every day of the year. A reduced service may operate on public holidays, subject to passenger demands and availability of driving staff.
• Process registrations within 7 working days and will acknowledge receipt either by telephone or letter. We will attempt to meet urgent travel needs on the same day as registration, subject to availability.
• Aim to have telephone lines available when passengers telephone the office.
• Aim to answer calls within 5 rings.
• Ensure that all our drivers are fully trained to give reasonable assistance to passengers who may require support to and from their homes, and on entering and leaving the vehicles.
• Ensure that wheelchairs are securely restrained using approved equipment on all journeys.
• Test passenger satisfaction with our vehicles and their cleanliness on a regular basis and report the results to customers.
• Acknowledge any complaint/comment in writing within 7 working days with a copy of the formal procedures.
• Aim to complete 1.33 passenger trips per scheduled working hour on Dial-a-Ride and 5 passenger trips per scheduled working hour on Dial-a-Bus.
• Pick up 97% of customers within 15 minutes of the scheduled trip time.
• Complete 99% of all trips booked.
• Ensure that all customers are treated with courtesy and respect. 
• We will measure our success with customer satisfaction surveys and report the results to our customers.