Mr. Lapsley showed a copy of the computer screen that would be used by the person who receives the telephone call. Some information has to be taken initially to determine the nature of the complaint. The complaint is routed to an individual manager within CAT who pulls up the screen and logs in the pertinent information. Mr. Lapsley added that in order to fix a problem, it must be reported. The forms are not available on buses.
Basic information is obtained when the complaint is called in.
The form will be standardized so that the complaint can be logged and tracked for proper resolution. Mr. Jarrett asked who would compile the information. Mr. Lapsley replied that if this system is adopted, Teleride and CAT would compile their own activity. Mr. Dawson added that if this system is adopted at Teleride, this committee could inform the community of the process so that people would feel free to call in with complaints. Mr. Etheridge stated a concern that Teleride drivers who listen to AM-FM radios while driving the buses might be distracted.