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Code of Practice: Customer Complaints

Complaint Handling Requirements

On occasion, issues may be raised by both Disability Exemption Disc holders and general public with regards to the Scheme and its operation with the Toll Company’s. The Toll Company’s may not have resolved the issue at the first attempt, which may lead to the toll user raising a complaint via ERTO to try have the issue resolved.

In response to a complaint ERTO will implement the following:

A. ERTO will provide and comply with the following:

  1. A contact landline or mobile number: 1800 11 55 00
  2. An electronic means of contact – i.e. an email address (customercare@dtes.ie) or an online complaint form, where the consumer can attach documents to send to ERTO, if they need it to form part of their complaint. The electronic means of contact will have reasonable word character restriction to allow a detailed complaint description and the consumer will be provided with a record of the complaint via e-mail.
  3. A postal address to write to ERTO: Disability Tolling Exemption Scheme, c/o Easytrip, EA House, Damastown, Dublin 15.
  4. Toll Users will not be transferred to any other section of ERTO’s business if the call costs more than the cost of a call to a landline number or a mobile number.
  5. All complaints will be acknowledged within 2 working days and the acknowledgement will include details of the link to ‘Code of Practice: Complaint Handling’ and a unique reference number that allows the complaint to be logged and tracked.
  6. A complaint will be responded to / resolved within 5 working days. Where a resolution cannot be provided within 5 working days, the Customer will be given a timeframe for resolution, the details of ERTO internal escalation process and contact details for the escalation team (email address and phone number).
  7. All complaints will be recorded and tracked.

Code of Practice: Complaint Handling

Customer Care Contact details

  • A complaint may be submitted to the Service via any one of the following: Customer Care landline: 1800 11 55 00
  • Customer Care Email: customercare@dtes.ie
  • Write to us:
    Disability Tolling Exemption Scheme,
    c/o Easytrip, EA House,
    Damastown, Dublin 15.

Customer Complaint Response times
All complaints will be acknowledged within 2 working days and the acknowledgement will include details of the link to ‘Code of Practice: Complaint Handling’ and a unique reference number that allows the complaint to be logged and tracked.

A complaint will be responded to / resolved within 5 working days. Where a resolution cannot be provided within 5 working days, the Customer will be given a timeframe for resolution, the details of internal escalation process and contact details for the escalation team (email address and phone number).

Customer Complaint Information
The following information, if applicable, may be obtained while dealing with a complaint:

  1. Customer Name.
  2. Record of consent to provide and use customer information
  3. Contact information.
  4. Date of the incident.
  5. Description of the complaint.
  6. Vehicle information: registration, make, model, colour.
  7. Any other information that is relevant to a specific complaint or query.

All information must be obtained from the customer with their consent. The information provided will only be used to deal with the compliant or query.

All complaints will be recorded and tracked.

Complaint Escalation Procedure
The escalation procedure for customer complaints is as follows:

Level 1:
If a customer service issue cannot be resolved by the DTES customer service team, the following internal escalation procedure will be followed:

  • If a Customer Service Agent is unable to deal with complaint, they will inform the customer that their query will be escalated and they will be called back with an update at an agreed time.
  • The Customer Service Agent will escalate the complaint to Customer Service Team Leader, Admin Team or Customer Service Manager with the following information:
    • The Customer query and issue notified by call, email, letter, fax e
    • Issue identified by Customer Service Age
    • Any further details of the complaint and time frame the customer wishes to receive call bac
    • The Customer Team Leader/Manager deals with the complaint to resolution and updates customer and complaint record.
  • The escalation will be acknowledged within two working days and the unique reference number will be re-affirmed and the contact details for the escalation team will be provided (email address and phone number).
  • The escalation will be formally responded to / resolved within 5 working days.
  • Where resolution cannot be achieved with 5 working days from receipt of the escalation, the Customer will be advised of a revised estimated timeframe for resolution.

Level 2:
If a customer service issue has not been satisfactorily resolved at Level 1, the customer may escalate their complaint to Level 2 on the escalation scale.

  • The Customer will be provided with the email of the second level escalation customer.service@erto.ie (Customer Service & Operations Administrator).
  • The escalation will be acknowledged within two working days and the unique reference number will be re-affirmed and the contact details for the escalation team will be provided (email address and phone number).
  • The escalation will be formally responded to / resolved within 5 working days.
  • Where resolution cannot be achieved with 5 working days from receipt of the escalation, the Customer will be advised of a revised estimated timeframe for resolution.

Level 3:
If a customer service issue has still not been satisfactorily resolved at Level 2, the customer may escalate their complaint to Level 3 which is the final escalation point for complaint. In this instance the complaints will be directed to Tolling Business, in Transport Infrastructure Ireland (TII) for final resolution.

Review & Publishing
The Code of Practice will be subject to review and approval by the Authority, and will be continuously assessed and updated as required, with a formal review taking place at a frequency no less than once per annum.

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