FOI request detail

Sandilands Tram Incident

Request ID: FOI-2072-1718
Date published: 27 November 2017

You asked

Follow-up to FOI-1724-1718: Just for clarity, on the SAP CRM categories, is there any way you can explain in further detail the meaning of each column and how that would have worked under the old system? And prior to the Sandilands incident, did TOL deal with all complaints on the tram network? And why does it no longer reply to them in the first instance?

We answered

Our Ref:         FOI-2072-1718

Thank you for your request received on 30 October 2017 asking for further information about Tram complaints.
Your request has been considered in accordance with the requirements of the Freedom of Information Act and our information access policy. I can confirm we do hold the information you require. You asked:
 
Just for clarity, on the SAP CRM categories, is there any way you can explain in further detail the meaning of each column and how that would have worked under the old system?
 
The classification codes are headed Reason 1 to Reason 3. Reason 1 provides the general high level classification, with Reasons 2 and 3 providing more specific detail.
 
For example Staff – Customer Service Centre – Customer Services Knowledge/Information. This means the complaint was about staff (Reason 1), then Reason 2 tells us which staff, in this case someone from the Customer Service Centre. Then Reason 3 tell us the issue with the Customer Service Centre agent was his/her knowledge. Where further detail is not required the Reason Codes have the same text.
 
Please find a more detailed explanation of the Reason 1 Codes below:
 
• Accessibility/Step Free Access: All accessibility issues including publicity/information relating to it
• Advertising/Media: Adverts placed on Trams/Tram infrastructure eg platforms/shelters; also advertising relating to Trams
• Buildings & Property: Issue relating to stations or stops, platforms, track lines etc
• CCTV Footage Request: CCTV request due to an incident on a tram/platform
• Communication System: Broken or incorrect information on PA systems/departure boards
• Crowding: Overcrowding on tram (or on platform)
• Delayed Journey: Service reliability
• Engineering Works/Closures: Issue regarding closure of route/line due to engineering works, or publicity/information provided about it
• Environment: Relates to noise, litter, vegetation, pollution, flooding etc
• Fares & Ticketing: Issue with Oyster/Contactless payment, methods of payment or a fare-related issue at gates/barriers
• Future Station and Line Changes/Upgrade: Any future maintenance or expansion projects, or replacement of existing stock
• Industrial Action: Strike or threatened strike action
• Lost Property: Self-explanatory
• Noise/Vibration (Non PA): Any non-PA related noise, for example track noise/vibration issues from commuters or residents
• PA Noise: PA system is either too loud or too quiet
• Permits & Bookings: Licence/permit/booking enquiries
• Personal Information: Request for staff or disciplinary details
• Safety & Security: Accidents or safety & security related cases
• Service Reliability: Not adhering to timetable
• Staff: Self-explanatory
• Station Facilities: Self-explanatory
• Train Temperature: Self-explanatory
• Website: Issue with information provided on the TfL website
• Unlisted Classification and ZSERVICE/Not Assigned: Appears where one of the above codes has been modified (rare)
 
And prior to the Sandilands incident, did TOL deal with all complaints on the tram network? And why does it no longer reply to them in the first instance?

Prior to the Sandilands incident, all complaints were directed to TOL from the Customer Contact Centre. TOL dealt with operational complaints direct, such as staff complaints and service complaints. London Trams dealt with infrastructure issues, such as vegetation control, noise from trams, and noise from engineering works. They also dealt with planning issues, such as requests for new lines, requests for increases in frequency of service, and all fares issues (except penalty fares).
As stated in our previous response, following our review of the end-to-end process for acting upon safety related complaints received through the Customer Contact Centre it was decided that all complaints should be processed via the Customer Contact Centre to ensure complaints are reviewed and prioritised for action.
 
If this is not the information you are looking for please feel free to contact me.
 
Please see the attached information sheet for details of your right to appeal.

Yours sincerely

Gemma Jacob
FOI Case Officer
FOI Case Management Team
General Counsel
Transport for London

[email protected]

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