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Hello Ladies and Gents…
Complaints procedures
Following on from my last article, I have
had one or two queries relating to the recent complaints
hearings and the findings of the various committees. In my first
article as the Compliance Officer, I did try to give an account
of how I perceived this position and explained how hearings and
committees operate. (July 2007 Call Sign
– page 10).
It’s very easy to search the online version of the magazine at
www.dac-callsign.com if you are not in possession of this
particular back issue (click the PDF format logo).
I would like to add that the Compliance Officer, in the presence of
the person answering the complaint, presents the information to
the committee and their Chairman, who will be a current Board
Member. He cannot guide or steer the committee in any way
whatsoever. It is the sole decision of the committee and
Chairman of the committee to listen, question and give a fair
and open-minded verdict on each individual grievance.
The committee have no prior knowledge of the complaint they are
judging and must treat each case on its merit. The Complaints
Officer and the member who is answering the complaint are not in
the room whilst deliberation is taking place. They will return
when a verdict is reached.
If the member feels aggrieved with the decision, he or she has the
right of appeal to the remainder of the Board who have no
previous
knowledge of the relevant
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complaint.
Late Night Shouts
(Euston Station)
I have mentioned to you previously that when you reach your
final destination following a late night shout from Euston, it
is imperative that you inform the Call Centre of the exact
destination of the journey that you have just completed. No
longer will the account accept As Directed destinations
or even postal zones such as SE99 or E99. They will refuse to
pay the meter charges unless they have a specific location (eg)
Maidstone or Southend.
In addition, please remember to inform the Call Centre of the exact
trip mileages if going outside of the M25 and they will be
calculated at the new rate of £2.80 per mile. Journeys inside
the M25 will be at normal metered fare rates. But please
remember, you MUST inform the dispatch that, for example, it is
Bexley and not SE50 etc.
Our trip reports must now be extremely accurate to avoid a delay or
even possible non-payment, obviously something we need to avoid
if possible. So if there are any unforeseen reasons that could
add to the normal route, |
please advise the Call Centre.
Automatic transfer
of fares
As you know from my previous reports, the meter fare is
automatically transferred to the terminal after each trip. If
you regularly have to enter the fare manually, it is important
that you visit Roman Way to have the interface checked. The CLJ
fares are invoiced to the clients and if they find any anomalies
on their management reports, they will quite rightly query the
invoice and that will result in a late payment.
Also please be aware that the current maximum run-in (unless
authorised otherwise) is £4.20 and that if for any reason you
arrive with more than the correct amount, you must restart the
meter. Please do not deduct the additional amount at the end of
the trip.
Finally can I once again remind you that E14C and E14S are both
physical ranks and until E140 comes into operation, you must be
on either of these ranks before booking onto them. A number of
drivers are still complaining that they are the only Dial-a-Cab
taxis on a rank yet not showing queue position one. It is still
being monitored, as is EC5, and failure to comply with procedure
rules may result in a complaint. I have brought these issues to
your attention on numerous occasions, but it is important that
they are dealt with effectively to prevent the very small
minority flaunting the rules.
Enjoy your summer breaks…
Allan Evans
Allane@Dialacab.co.uk
DaC Compliance Officer
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