Washington Administrative Code › Title 480 - Utilities and Transportation Commission › Chapter 480-31 - Private, nonprofit transportation providers › Section 480-31-090 - Passenger complaints and disputes

Current through Register Vol. 24-14, July 15, 2024
Any complaint or dispute involving a passenger and a provider
				for which the commission has jurisdiction must be treated in the following
				manner:
(1) Each complaint or dispute
			 received by a provider from a passenger must be investigated promptly as
			 required by the particular case, and the results reported to the passenger.
			 When the circumstances indicate the need for corrective action, such action
			 must be taken as soon as possible.
(2) Each provider must ensure that personnel
			 engaged in initial contact with a dissatisfied or complaining passenger will
			 inform the passenger that if dissatisfied with the decision or explanation
			 provided, the passenger has the right to have the problem considered and acted
			 upon by supervisory personnel. The passenger must be provided with the name or
			 department of such supervisory personnel and a telephone number by which they
			 can be reached.
(3) Each provider
			 must ensure that supervisory personnel contacted by a dissatisfied passenger
			 will inform a still-dissatisfied passenger of the availability of the
			 commission for further review of any complaint or dispute. The telephone number
			 and address of the commission must also be provided.
(4) All parties to a dispute between a
			 passenger and the provider have the right to bring before the commission an
			 informal complaint pursuant to the provisions of WAC
			 480-07-910 and/or a formal
			 complaint pursuant to the provisions of WAC
			 480-07-370.
(5) When a complaint is referred to a
			 provider by the commission, the provider must, within two business days, report
			 the results of any investigation made regarding the complaint to the commission
			 and must keep the commission currently informed as to progress made with
			 respect to the solution of, and final disposition of, the complaint. If
			 warranted in a particular case, the provider may request an extension of
			 time.
(6) Records - each provider
			 must keep a record of all complaints concerning its service or rates. The
			 record must show at least the name and address of the complainant, the nature
			 and date of the complaint, action taken, and the final disposition of the
			 complaint. Such records must be maintained in a suitable place readily
			 available for commission review and will be provided to the commission upon
			 request.
All written complaints made to a provider must be acknowledged
				within five business days. Correspondence and records of complaints must be
				retained by the provider for a minimum period of one year.
Statutory Authority:
				  RCW
				  80.01.040 and
				  80.04.160. 03-24-028 (General
				  Order R-510, Docket No. A-010648), § 480-31-090, filed 11/24/03, effective
				  1/1/04. Statutory Authority:
				  RCW
				  80.01.040 and
				  chapter
				  80.01 RCW. 97-08-037
				  (Order R-440, Docket No. TC 961102), § 480-31-090, filed 3/27/97,
				  effective 4/27/97.