The organisation has links with local women s groups. 34 Consultative meetings are arranged at times which are convenient for women to attend, and where necessary cr che facilities are made freely available. The organisation s approaches to its community take account of different levels of literacy and of fluency in English. Services provide access to amenities in response to market research. The organisation makes it simple and unthreatening for users to make comments and complaints about other passengers, as well as about staff and operational performance.
Users know where, how and to whom to complain.
The organisation has a complaints policy, with measures and targets in place. Complaints are handled promptly and courteously by people who are empowered to investigate and make recommendations. The organisation analyses the comments and complaints it receives, so that it can identify and respond to system-wide problems. Listing should not be taken as endorsement of any kind. We cannot guarantee that these links will work all of the time and we have no control over the availability of the linked pages.