Dáil Éireann Debate, Tuesday - 30 January 2024
198. Deputy Paul Murphy asked the Minister for Transport if he will advise on the process to follow when a person has made a complaint to the National Transport Authority and there has been no resolution offered or action taken to resolve this complaint; if there is an authority the person can report the NTA to for their poor handling of the complaint process; and if he will make a statement on the matter. [4094/24]
View answerThe National Transport Authority (NTA) oversees the provision of public transport services (bus, rail, tram) and taxi services in Ireland. In addition to promoting active travel and car sharing.
The NTA's Customer Charter describes the Authority's commitments to public transport customers (Customer charter - National Transport). While the Authority's Customer Action plan describes how they deliver the commitments and standards that are set out in the Customer Charter (NTA Customer Action Plan). In the event that someone wishes to raise a complaint with the NTA, they can contact the Authority through any of the following means:
• Visit the Support Page here;
• Email: info@transportforireland.ie;
• Phone: 01 879 8300;
• Letter: National Transport Authority, Dún Scéine, Iveagh Court, Harcourt Lane, Dublin 2; and
• Twitter: @TFIupdates
The NTA will acknowledge all customer complaints received, and they aim to issue a full response in a timely manner. The NTA also use independent market research providers to audit and offer suggested improvements to their services. As such, the NTA remain the body best placed to assist with any queries or concerns in relation to public transport services.
In the event that a complaint submitted to the NTA has not been responded to/resolved, the matter can ultimately be escalated to the the Office of the Ombudsman (Make A Complaint | Ombudsman.ie | The Office Of The Ombudsman).
