Passenger Relations Plan Sample Clauses

Passenger Relations Plan. (a) The Operator must develop, implement and comply with its Passenger Relations Plan from the Services Commencement Date and for the duration of the Term. (b) The Passenger Relations Plan must: (i) detail the Operator’s procedure for handling passenger complaints, enquiries, (including lost property) and other matters concerning the public (ii) describe arrangements for provision of information about Contract Bus Services to passengers; (iii) detail the Operator’s arrangements for provision of the Service Desk and participation in Transport Info ▇▇▇▇▇▇; (iv) detail the Operator’s procedures to manage and resolve passenger complaints and enquiries, however received, including procedures to: (A) log the complaint or enquiry into a web based system that is nominated by TfNSW; (B) ensure the most appropriate person deals with the complaint or enquiry; (C) ensure the complaint or enquiry is responded to promptly by the Operator, or assistance is provided to Transport Info ▇▇▇▇▇▇ to ensure the complaint or enquiry is responded to promptly, and appropriate action is taken to address the complaint or enquiry, and, where a complaint is involved, that the matter causing the complaint does not re-occur; (D) monitor action taken in response to a complaint or enquiry; and (E) identify any problems of a systemic nature revealed by the complaints and enquiries; (v) incorporate a guarantee of response times to complaints and enquiries received by telephone, mail and electronic mail, within at least the response time detailed in the customer response Key Performance Indicator set out in KPI table 6 of the KPI Schedule; (vi) have regard to Australian Standard AS4269-1995 or any successor standard issued by Standards Australia relating to complaints handling; (vii) detail the Operator’s plan for dealing with lost children and other emergencies; (viii) detail the Operator’s customer relations strategy, including objectives, specific initiatives to achieve the objectives and tangible measures of performance; (ix) detail a program for passenger training to facilitate the uptake of bus travel by the elderly, disabled or culturally and linguistically diverse members of the community; (x) detail the manner in which the benefits of the Contract Bus Services will be marketed, advertised and made available to public; and (xi) detail any customer research to be undertaken including, but not limited to, patronage surveys, loading counts, origin and destination surveys, focus groups, c...