IN ASSOCIATION WITH

 

Mayo Community Transport. Charter of Rights

All people using transport services must undertake the responsibility for their own behaviour. The following are guidelines to help you in maintaining this service and your position in this service.

  1. Treat all people with respect
  2. Speak kindly to all users
  3. Do not interfere in other peoples business
  4. Remain in your designated seat
  5. Do not disrupt the driver
  6. Take direction from the bus driver

Copyright 2016 Mayo Community Transport

Design & Development

Stage 2

If a satisfactory outcome was not obtained in Stage 1, or if deemed necessary, a formal complaint may be made to the Manager verbally, or in writing. A written complaint should provide the following information:

  • Your name, address and telephone number (and/ or email address)
  • A detailed description of the issue with which you are dissatisfied
  • The name of the staff member/s who dealt with you (if known)

The complaint should be sent to the Manager of Mayo Community Transport in the Mayo Community Transport office in Castlebar, Co. Mayo.

The Manager will log and acknowledge receipt of your complaint as soon as possible, but not later than five working days after receipt. Having acknowledged the complaint, the Manager will conduct an investigation and issue a reply to your complaint within 20 working days of receipt of initial complaint. Where this is not possible, an interim reply will be sent explaining the position and advising you when a substantive response will be made.

 

Stage 3

If, having progressed through Stages 1 and 2, the complaint remains unresolved or complainant is not happy with the decision made by the Manager, a complaint may be made in writing to the Chairperson of Mayo Community Transport. As in Stage 2, the written complaint must include the following information:

  • Your name, address and telephone number (and/ or email address)
  • A detailed description of the issue with which you are dissatisfied
  • The name of the staff member/s who dealt with you (if known)

The complaint will be logged and an acknowledgement of receipt will be sent as soon as possible, but not later than five working days after receipt. Having acknowledged the complaint, the Chairperson will conduct an investigation and issue a reply to your complaint within 20 working days of receipt of this complaint. Where this is not possible, an interim reply will be sent explaining the position and advising you when a substantive response will be made. In all cases, the decision of the Chairperson will be final.

This complaints procedure is in line with the  HSE Your Service Your Say Procedure.

Complaints

Complaints related to the delivery of transport and/or passengers' needs while accessing the transport should be directed through Mayo Community Transport FREE.

 

Mayo Community Transport Passenger Complaint Procedure

Mayo Community Transport, is committed to dealing with all complaints from passengers in a professional, trustworthy and confidential manner. This Passenger Complaint Procedure outlines how complaints can be made regarding the provision of services by Mayo Community Transport and aims to ensure that:

Complaints are addressed thoroughly and sensitively

Resolved at as early a stage of the procedure as possible

Positive action is taken in implementing change as appropriate.

 

What is a complaint?

We define a complaint as an expression of dissatisfaction concerning the provision of passenger services through Mayo Community Transport.

 

Who can complain?

Any person using a Mayo Community Transport service, or person who legitimately represents someone who uses a service, can make a complaint.

 

 

What can be complained about?

The complaints procedure can be used to raise any concerns a person has about a service being provided by Mayo Community Transport.

 

 

Making a Formal Complaint

There are three possible stages in the formal complaints procedure for all persons, as follows:

 

Stage 1

In the first instance a complaint should be made to the driver or Mayo Community Transport representative. This may be done verbally, or in writing. The complaint will be logged and discussed. If it is resolved to the satisfaction of the complainant, this fact is logged and no further details are recorded.

Data Protection Statement

The primary principle of our Records management practice is that the person/family has access to their information in the first instance by right.

 

Mayo Community Transport supports the right of an individual and the family of a minor to see what information is held about him or her within the organisation as defined in the Data Protection Act. As a matter of policy and good practice and in line with legislation, all information about a person or family should be shared with them in the first instance unless there is a clear reason not to do so. If it emerges that sensitive information or exempted information is contacted in the files, the person/ family will be advised and supported to apply through the Freedom of Information routine.

 

The Data Protection Acts 1988 & 2003 provide similar rights of access as the FOI Acts, the main difference being that the DP Acts do not apply to records of deceased persons. As with the FOI Acts, these rights extend to your own personal records and in specific circumstances, to those of your children. There are exemptions provided for in the Acts, this means that there are specific circumstances when the requested information will not be released. If any of these exemptions are used to withhold information, the reasons will be clearly explained to you.

 

Data Protection is the safeguarding of the privacy rights of individuals in relation to the processing of personal data. You supply information about your family member or yourself to Mayo Community Transport in order to avail of services or satisfy obligations. For the purpose of Data Protection, such organisations or individuals who control the contents and use of personal data are known as Data Controllers.

 

Mayo Community Transport, as a Data Controller must adhere to the eight rules of Data Protection. The eight rules, which apply whether the information is held on computer or in a manual form are:

  • Obtain and process information fairly
  • Keep it only for one or more specified, explicit and lawful purposes
  • Use and disclose it only in ways compatible with these purposes
  • Keep it safe and secure
  • Keep it accurate, complete and up-to-date
  • Ensure that it is adequate, relevant and not excessive
  • Retain it for no longer than is necessary for the purpose of data protection
  • Give a copy of his/her personal data to that individual on request

You must apply in writing and simply refer to the Data Protection Act.

 

When to use the Data Protection Acts:

You may use either the Freedom of Information Acts or the Data Protection Acts to access personal information held by public bodies. However, the Data Protection Acts apply only to your own personal information (or in certain circumstances that of your child). Also, the Data Protection Acts apply to all holders of personal information, not just public bodies.

 

Entitlements under the DP Acts:

A decision will, in normal circumstances, be issued within 40 days of receipt of your request

Details of your entitlement to complain to the Data Protection Commissioner will be included in the decision letter

 

Making a Request to Access Information under the Data Protection Act

To make an access request under the Data Protection Acts 1988 & 2003, please submit your request in writing to your local Data Protection Officer , ensuring that you describe the records you seek in the greatest detail possible to enable us to identify the relevant records.

IN ASSOCIATION WITH

IN ASSOCIATION WITH

 

Copyright 2016 Mayo County Transport

Design & Development

Copyright 2016 Mayo County Transport

Design & Development