The organisation consults with women about the design of new stops, stations or terminals, and vehicles. The organisation regularly conducts after-dark safety audits of its premises, and has processes in place to ensure that action is taken on their findings. 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.