Skip to main content
Normal View

Dáil Éireann debate -
Tuesday, 12 Feb 2002

Vol. 548 No. 2

Written Answers. - Customer Service Standards.

Derek McDowell

Question:

133 Mr. McDowell asked the Minister for Public Enterprise if she has examined the possibility of appointing an ombudsman for transport; and her views in this regard. [4628/02]

My Department has not examined the possibility of appointing an ombudsman for transport. Each of the three operating companies in CIE now publish customer charters and audits of these charters have been undertaken by independent market researchers, the results of which have been published through information brochures, posters and on the companies websites. The audits helped to identify, in an objective manner, areas where customer expectations would largely appear to have been met and areas where customers are seeking specific improvements.

By way of example, the results have indicated that passengers are satisfied with, safety while travelling on inter-city and suburban rail services; the ease of boarding, alighting, temperature, ventilation and smooth driving, in the case of Bus Átha Cliath; and, the drivers who they perceive as well presented, friendly, helpful and courteous in the case of Bus Éireann.

In addition, in the past year my Department, in conjunction with representatives of CIE and the three operating companies, has set up a quality customer service committee to encourage the acceleration of ongoing customer service issues, such as the provision of better information, developing mechanisms of redress for customers and to establish appropriate standards of public service. Furthermore, my Department is working with each of the CIE subsidiaries to develop key performance indicators for the companies which will include customer service issues.

Top
Share