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Access Services
Access Services

Improving Access

One of the many ways we can improve our service is through Rider comments. It is important that you tell us about your experiences using Access.

Complaints

Access is dedicated to serving your needs. We want to know  if there is a specific problem that needs our attention. If there is a problem, you can help us improve our service in the future by filing a complaint. (See page 30.) Our staff devotes many hours to investigating complaints and resolving them. There is no limit on the number of complaints you can file. But please use good judgment in deciding how serious a problem is before making your complaint. You should not be afraid that someone will give you a hard time if you file a complaint. Access does not tolerate retaliation of any kind against our riders. We immediately investigate all accusations of retaliation.

For an immediate, urgent service problem, call Access Customer Support at any time of day or night:

1.800.827.0829  
TDD 1.800.827.1359

Reasons for Filing a Complaint: Possible service problems include, but are not limited to:

  • Breaking the law
  • Poor conduct
  • Reservation problems
  • Lateness and No-Shows
  • Vehicle and route problems
  • Driver problems
  • Problems with other riders and animals
  • Problems with Lost and Found

Commendations

While it is important to report negative experiences to help us improve our service, it is also vital that we hear about your positive experiences using Access. Commendations, like complaints, can be filed by phone, email, via the web or through the mail. (See page 30.)

Miles of Smiles Program: Riders can also participate in our Miles of Smiles program. Similar to commendations, Access’ Miles of Smiles program is specifically designed to encourage our customers to recognize drivers and reservationists when they provide good customer service. So after you have scheduled and completed a trip ask yourself:

  • Did the Reservationist give his/her name and greet me professionally?
  • Did the Reservationist clearly read back my information?
  • Did the Reservationist handle my call with patience, courtesy and efficiency?
  • Did the driver smile and greet me with courtesy?
  • Did the driver offer to assist me in and out of the vehicle?
  • Did the driver provide safe and comfortable wheelchair or seatbelt securement?

If so, please contact Access Customer Service at 1.800. 827.0829 (TDD 1.800.827.1359), and tell us that you wish to File a Smile on behalf of this driver or reservationist; recognizing good customer service will encourage others to follow suit! Each month one lucky customer will win a free book of coupons for filing a Smile.

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