CUSTOMER CONCERNS & COMPLAINTS

CCT customer service representatives handle several hundred telephone calls, Monday through Friday, from 8 AM to 4 PM. Many customers call for information and submit commendations for the drivers who provide their transportation service. In addition, some customers call with service concerns or for “lost items”. Here are a few calls addressed by CCT customer service:

M.B.: “I lost my purse and my cell phone on the vehicle.”

This patron called immediately and gave us her ID number. We were able to contact her carrier about the items; and in THIS case, both items were found and arrangements were made to get them back to the customer.

If you call us immediately, dispatch can contact the driver to see if the items are on the vehicle.  If found, the item is taken back to the carrier. Once a week, the carriers bring all “lost” items to CCT. If your item is among them, staff will contact you to make arrangements for you to pick up or have it mailed (if it’s not too big). All “lost/found” items are held for ten (10) days, then discarded. Remember, neither CCT nor the carrier is responsible for lost items. Customers should ALWAYS check for their belongings before leaving the vehicle.

B.D.: “My driver never got out of the seat when I got on/off the vehicle and did not assist with my seatbelt.”

Complaints like this are forwarded to the carrier for investigation. We also track these complaints to see if this is a recurring problem. In this case, the driver was spoken to and re-trained. Complaints of this nature are also tracked and further discipline, up to and including discharge, could occur if it becomes a recurring problem.

J.B.: “The bottom lip on the lift of my vehicle didn’t flip up.”

All drivers are required to “pre-trip” their vehicles to make sure everything is operating properly; but, things can and do happen while on the street. When we receive a complaint of this nature, staff immediately notifies dispatch, who in-turn contacts the driver and advises him to remain on location until a supervisor arrives to inspect the lift. The complaint is logged and a copy is given to contract compliance for follow up.

SEPTA CCT staff is here to assist you with your CCT Connect questions and concerns. You can contact us by phone (215-580-7145), fax (215-580-7132) or mail (1234 Market Street, 4th Floor, Phila., PA 19107).