Bus complaints centre opens
A NEW call centre has been opened to deal with the gripes of Suffolk bus users – but it will be stationed in Norfolk.Bus company First Eastern Counties aims to provide a "local" service to deal with fare information, comments, lost property and general inquiries.
A NEW call centre has been opened to deal with the gripes of Suffolk bus users - but it will be stationed in Norfolk.
Bus company First Eastern Counties aims to provide a "local" service to deal with fare information, comments, lost property and general inquiries.
Lillian Hargreaves, customer services manager, said: "As a major bus company, our customers want to know their comments are being dealt with locally.
"Having a centralised service will simplify the process and allow us to handle complaints quickly and efficiently."
Although the centre will be across the border in Norwich, the company believes it will be a useful addition for the people of Suffolk.
John Pope, managing director, said: "We'll endeavour to operate all services as published in our timetables. However, we believe by setting out a clear policy, we're making it easier for our customers to get in contact with us, while also detailing what they can expect in terms of response times and compensation."
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The launch of the centre coincides with the publication of First's Customer Care Code of Practise, which hopes to develop better relations with passengers.
This is detailed in the new Norwich City timetable book, although it is also available for Suffolk residents on the company's website.
Customers can contact the new centre on 08456 020121. It will be open Monday to Friday from 8.30am to 5.30pm. Timetable inquiries will continue to be handled by Traveline on 0870 6082608.
What do you think of the new centre? Write to Your Letters, Evening Star, 30 Lower Brook Street, Ipswich, IP4 1AN or e-mail firstname.lastname@example.org or join the forum at www.eveningstar.co.uk