Complaints & Escalation Policy

At TollPass Connect, we are committed to providing an excellent service to all our customers seeking Austrian toll passes and travel permits. We understand, however, that sometimes issues may arise. This policy outlines our procedure for handling complaints efficiently, fairly, and transparently, ensuring your concerns are addressed promptly.

We value your feedback as it helps us to improve our services. Should you experience any problem or dissatisfaction with our products, services, or staff, please do not hesitate to let us know. Our aim is to resolve all complaints to your satisfaction as quickly as possible.

How to File a Complaint

To ensure we can address your complaint effectively, please provide us with as much detail as possible. All complaints should be submitted in writing via email to [email protected]. When submitting your complaint, please include the following essential information:

Your Full Name and Contact Details: So we can get back to you regarding your complaint.
Reference Number(s): If applicable, such as an order number, transaction ID, or any previous communication reference. This helps us quickly locate your records.
Date of Incident or Transaction: The specific date or period when the issue occurred or when the service was rendered.
Detailed Description of the Complaint: Clearly explain what happened, what you believe went wrong, and how you feel it should be resolved. Be as specific as possible, including names of any staff members if relevant, and any steps you have already taken.
Desired Outcome: What resolution are you seeking? This helps us understand your expectations.

We encourage you to submit your complaint as soon as possible after the incident occurred, as this aids in a more accurate and timely investigation.

Response Timelines

We are dedicated to handling your complaint with diligence and speed. Our commitment to you regarding response times is as follows:

Acknowledgement: You will receive an automated email acknowledgement of your complaint within 1 business day of receipt. A personal acknowledgement from a member of our team will follow within 3 business days. This acknowledgement will confirm that your complaint has been received and is being processed, and may include an estimated timeframe for a full response if the issue is straightforward.
Investigation: Our team will thoroughly investigate your complaint, which may involve reviewing records, speaking with relevant personnel, and gathering additional information.
Resolution: We aim to provide a full response and resolution to your complaint within 14 business days of the initial acknowledgement. If for any reason we anticipate a delay beyond this timeframe (e.g., due to the complexity of the issue or requiring information from third parties), we will inform you of the delay and provide an updated expected resolution date.

Our goal is always to achieve a fair and amicable resolution. We will communicate our findings and proposed resolution clearly and concisely.

Escalation Process

While we strive to resolve all complaints at the first point of contact, we understand that you may not always be satisfied with the initial outcome. If you feel your complaint has not been adequately addressed or resolved to your satisfaction, you have the option to escalate your complaint.

To escalate your complaint, please reply to the most recent communication you received regarding your complaint, explicitly stating that you wish to escalate the matter. Your complaint will then be reviewed by a senior member of our customer service team or a department manager. This individual will conduct an independent review of your complaint and the previous handling of the matter.

The senior review will typically involve:

A comprehensive review of all documentation related to your complaint.
Further investigation into any new points or concerns you have raised.
A new attempt to find a mutually acceptable resolution.

We aim to provide a final response to escalated complaints within 10 business days of the escalation request. If further time is needed due to the complexity of the escalated issue, we will inform you of the delay and provide a revised timeframe.

Our commitment is to ensure that every complaint is handled with the utmost care and professionalism, reinforcing our dedication to serving as your reliable bridge to Austrian toll passes and travel permits. We appreciate your patience and cooperation throughout this process.