Customer Complaint Policy
“Wahkiakum on the Move”
Customer Complaint Policy
Wahkiakum County is committed to providing reliable, safe, and satisfying transportation options for the community. Customers of Wahkiakum on the Move are a fundamental aspect of our business and as such, their feedback is crucial to the growth and development of the agency.
The Wahkiakum on the Move Customer Complaint Policy has been established to ensure that riders of the system have an easy and accessible way to provide feedback to the agency. Wahkiakum on the Move transportation is open to hearing any customer feedback including complaints, comments, suggestions, or concerns.
Contacting Wahkiakum on the Move: Riders can contact Wahkiakum on the Move in the following ways:
- US Mail: Riders can mail their feedback to the Wahkiakum on the Move office at 42 Elochoman Valley Rd, Cathlamet WA. 98612.
- Feedback Line: Riders can contact Wahkiakum on the Move at 360-795-3101. This line is available 24 hour a day, seven days a week
- E-mail: Riders can contact Wahkiakum on the Move by e-mail at email@example.com.
- Fax: Riders can send written feedback by fax to 360-795-6212.
A complaint is a written or electronic statement concerning an allegation of discrimination that contains a request to take action. Complaints should be in writing and signed and may be filed by mail; private express delivery (e.g., FedEx); fax; in person; or by email. See above.
A complaint should contain at least the following information:
- A written explanation of what has happened;
- A way to contact the Complainant;
- The basis of the complaint, e.g., race, creed, color, national origin, familial or marital status, sex, sexual orientation, age, military status, or disability;
- The identification of the Respondent, e.g., person, contractor, company, agency, division, office, or other entity alleged to have discriminated;
- Sufficient information to understand the facts that led the Complainant to believe that discrimination occurred; and
- The date(s) of the alleged discriminatory act(s).
Feedback Review Process: All feedback from customers is valued and will be reviewed by the Transportation Coordinator. After review, the Transportation Coordinator will distribute the customer communication to the Community Services Manager.
- Customer concerns or employee commendations will be forwarded to the appropriate supervisor.
- Recommendations for service or system modification will be discussed by the Transportation Coordinator and the Community Services Manager.
- Questions regarding discrimination or bias will be reviewed by Health and Human Services Management Team and the Attorney for the County.
Feedback Acknowledgement: Anyone who submits a comment, complaint, or service suggestion to Wahkiakum on the Move shall receive a response provided they give legible contact information.
- Feedback sent via mail or fax will receive with a response within seven business days.
- E-mail, phone, or web originated messages will be returned with 72 business hours
Customer Appeals Process: Any person who is dissatisfied with the response they receive from Wahkiakum on the Move is welcome to appeal the decision. A review team consisting of the Health and Human Services Management Team, the Transportation Coordinator, and a driver selected at random will review customer appeals.
Information about Policy: Information about the Customer Complaint Policy, including how to submit a complaint, will be made available to riders:
- On comment cards available on all transportation vehicles.
- On the website
Tracking: Wahkiakum on the Move shall maintain a tracking system for all feedback from customers that provides a unique identification of each customer communication and allows ready access to information on the status of the comment at any time. Customer complaints shall be kept for six (6) years after it has been closed.
Protection from Retribution: Customers of Wahkiakum on the Move should be able to submit feedback without fear of retribution from the agency. If a rider feels like they are being treated unfairly in response to the feedback that they provided, they should contact Wahkiakum County Health & Human Services Management Team. The management of Wahkiakum on the Move will appropriately discipline any employee that retaliates against a customer.