Common use of Complaints and Compliments Clause in Contracts

Complaints and Compliments. 6.11.1 Because SEPTA places such a high premium on service safety and quality, customer feedback of all kinds is very important and must be used for continuous service improvement. For this reason, SEPTA will be the single point of contact for customer feedback and will relay this feedback to the Contractor via Veritas software. 6.11.2 Compliments received by SEPTA will be noted by SEPTA staff and will be forwarded to the Contractor via Veritas tickets. It is recommended that the Contractor establish some type of high-profile employee recognition program to note and reinforce excellent customer service. 6.11.2.1 As a component of a recognition program, SEPTA would be open to proposals for driver or employee incentives that focus on customer service. 6.11.3 Complaints will be received by SEPTA, documented in the Veritas software and transmitted to the Contractor for investigation and response within 24 hours of receipt. 6.11.4 Each Contractor shall designate a person to receive, review and log complaints (if necessary); and to ensure that all complaints received are investigated and responded to, with a report provided to SEPTA, within five (5) business days. Each Contractor shall use a SEPTA-specified format and database for documenting responses and resolutions. All responses must include the patron’s name and ID number, incident date, nature of the complaint, tour number, driver’s name/number, action taken and response date. 6.11.5 If a customer calls the Contractor directly regarding a complaint or other service concern, the Contractor must immediately forward the call to CCT Customer Service Department for documentation and follow-up. Letters must also be forwarded to the CCT Customer Service Department. 6.11.6 All reports alleging drug or alcohol use received either by SEPTA or Contractor shall be reported to the Control Center Supervisor and faxed to the Chief Operations Officer - CCT at (▇▇▇) ▇▇▇-▇▇▇▇ within 15 minutes of receipt, and followed by a report documenting the complaint. 6.11.7 All reports alleging physical abuse received either by SEPTA or Contractor shall be reported to the Control Center Supervisor and to the Chief Operations Officer - CCT within 15 minutes of receipt. FEDERAL TRANSIT ADMINISTRATION (FTA) PROVISIONS FOR CONTRACTS ATTACHMENT 5 A. APPLICABILITY B. The Contractor agrees to comply with the Fly America Act and its regulations. The Contractor agrees to include the requirements of this section in all subcontracts that may involve international air transportation FR-02 Buy America Act (49 U.S.C. §5323(j) and 49 CFR Part 661 et seq.)

Complaints and Compliments. 6.11.1 Because SEPTA places such a high premium on service safety and quality, customer feedback of all kinds is very important and must be used for continuous service improvement. For this reason, SEPTA will be the single point of contact for customer feedback and will relay this feedback to the Contractor via Veritas software. 6.11.2 Compliments received by SEPTA will be noted by SEPTA staff and will be forwarded to the Contractor via Veritas tickets. It is recommended that the Contractor establish some type of high-profile employee recognition program to note and reinforce excellent customer service. 6.11.2.1 As a component of a recognition program, SEPTA would be open to proposals for driver or employee incentives that focus on customer service. 6.11.3 Complaints will be received by SEPTA, documented in the Veritas software and transmitted to the Contractor for investigation and response within 24 hours of receipt. 6.11.4 Each Contractor shall designate a person to receive, review and log complaints (if necessary); and to ensure that all complaints received are investigated and responded to, with a report provided to SEPTA, within five (5) business days. Each Contractor shall use a SEPTA-specified format and database for documenting responses and resolutions. All responses must include the patron’s name and ID number, incident date, nature of the complaint, tour number, driver’s name/number, action taken and response date. 6.11.5 If a customer calls the Contractor directly regarding a complaint or other service concern, the Contractor must immediately forward the call to CCT Customer Service Department for documentation and follow-up. Letters must also be forwarded to the CCT Customer Service Department. 6.11.6 All reports alleging drug or alcohol use received either by SEPTA or Contractor shall be reported to the Control Center Supervisor and faxed to the Chief Operations Officer - CCT at (▇▇▇) ▇▇▇-▇▇▇▇ within 15 minutes of receipt, and followed by a report fax documenting the complaint. 6.11.7 All reports alleging physical abuse received either by SEPTA or Contractor shall be reported to the Control Center Supervisor and faxed to the Chief Operations Officer - CCT within 15 minutes of receipt. FEDERAL TRANSIT ADMINISTRATION (FTA) PROVISIONS FOR CONTRACTS ATTACHMENT 5 A. APPLICABILITY B. The Contractor agrees to comply with the Fly America Act and its regulations. The Contractor agrees to include the requirements of this section in all subcontracts that may involve international air transportation FR-02 Buy America Act (49 U.S.C. §5323(j) and 49 CFR Part 661 et seq.)

Complaints and Compliments. 6.11.1 Because SEPTA places such a high premium on service safety and quality, customer feedback of all kinds is very important and must be used for continuous service improvement. For this reason, SEPTA will be the single point of contact for customer feedback and will relay this feedback to the Contractor via Veritas software. 6.11.2 Compliments received by SEPTA will be noted by SEPTA staff and will be forwarded to the Contractor via Veritas tickets. It is recommended that the Contractor establish some type of high-profile employee recognition recognitio n program to note and reinforce excellent customer service. 6.11.2.1 As a component of a recognition program, SEPTA would be open to proposals for driver or employee incentives that focus on customer service. 6.11.3 Complaints will be received by SEPTA, documented in the Veritas software and transmitted to the Contractor for investigation and response within 24 hours of receipt. 6.11.4 Each Contractor shall designate a person to receive, review and log complaints (if necessary); and to ensure that all complaints received are investigated and responded to, with a report provided to SEPTA, within five (5) business days. Each Contractor shall use a SEPTA-specified format and database for documenting responses and resolutions. All responses must include the patron’s name and ID number, incident date, nature of the complaint, tour number, driver’s name/number, action taken and response date. 6.11.5 If a customer calls the Contractor directly regarding a complaint or other service concern, the Contractor must immediately forward the call to CCT Customer Service Department for documentation and follow-up. Letters must also be forwarded to the CCT Customer Service Department. 6.11.6 All reports alleging drug or alcohol use received either by SEPTA or Contractor shall be reported to the Control Center Supervisor and faxed to the Chief Operations Officer - CCT at (▇▇▇) ▇▇▇-▇▇▇▇ within 15 minutes of receipt, and followed by a report documenting the complaint. 6.11.7 All reports alleging physical abuse received either by SEPTA or Contractor shall be reported to the Control Center Supervisor and to the Chief Operations Officer - CCT within 15 minutes of receipt. FEDERAL TRANSIT ADMINISTRATION (FTA) PROVISIONS FOR CONTRACTS ATTACHMENT 5 A. APPLICABILITY B. The Contractor agrees to comply with the Fly America Act and its regulations. The Contractor agrees to include the requirements of this section in all subcontracts that may involve international air transportation transportation. FR-02 Buy America Ame rica Act (49 U.S.C. §5323(j) and 49 CFR Part 661 et seq.)

Complaints and Compliments. 6.11.1 Because SEPTA places such a high premium on service safety and quality, customer feedback of all kinds is very important and must be used for continuous service improvement. For this reason, SEPTA will be the single point of contact for customer feedback and will relay this feedback to the Contractor via Veritas software. 6.11.2 Compliments received by SEPTA will be noted by SEPTA staff and will be forwarded to the Contractor via Veritas ticketstickets . It is recommended that the Contractor establish some type of high-profile employee recognition program to note and reinforce excellent customer service. 6.11.2.1 As a component of a recognition program, SEPTA would be open to proposals for driver or employee incentives that focus on customer service. 6.11.3 Complaints will be received by SEPTA, documented in the Veritas software and transmitted to the Contractor for investigation and response within 24 hours of receipt. 6.11.4 Each Contractor shall designate a person to receive, review and log complaints (if necessary); and to ensure that all complaints received are investigated and responded to, with a report provided to SEPTA, within five (5) business days. Each Contractor shall use a SEPTA-specified format and database for documenting responses and resolutions. All responses must include the patroncustomer’s name and ID number, incident date, nature of the complaint, tour number, driver’s name/number, action taken and response date. 6.11.5 If a customer calls the Contractor directly regarding a complaint or other service concern, the Contractor must immediately forward the call to CCT Customer Service Department for documentation and follow-up. Letters must also be forwarded to the CCT Customer Service Department. 6.11.6 All reports alleging drug or alcohol use received either by SEPTA or Contractor shall be reported to the Control Center Supervisor and faxed to the Chief Operations Officer - CCT at (▇▇▇) ▇▇▇-▇▇▇▇ within 15 minutes of receipt, and followed by a report documenting the complaint. 6.11.7 All reports alleging physical abuse received either by SEPTA or Contractor shall be reported to the Control Center Supervisor and to the Chief Operations Officer - CCT within 15 minutes of receipt. FEDERAL TRANSIT ADMINISTRATION (FTA) CONTRACT PROVISIONS FOR CONTRACTS ATTACHMENT 55 Section A - Federal Contract Requirements A. APPLICABILITY B. The Contractor agrees to comply with the Fly America Act and its regulations. The Contractor agrees to include the requirements of this section in all subcontracts that may involve international air transportation FR-02 Buy America Act (49 U.S.C. §5323(j) and 49 CFR Part 661 et seq.)