Our Commitment to Service and Fairness
At DriveAustria Info, we are committed to providing clear, accurate, and helpful guidance on Austrian motorway tolls. We strive for excellence in our information and services. However, we understand that sometimes issues may arise or expectations may not be fully met. This policy outlines our procedure for handling complaints, ensuring that your concerns are addressed promptly, fairly, and effectively.
Your feedback is invaluable to us, as it helps us to continuously improve our resources and support for road travellers navigating Austria's toll system. We encourage you to communicate any dissatisfaction you may experience, giving us the opportunity to rectify the situation and learn from your experience.
How to File a Complaint
If you wish to file a complaint regarding any aspect of DriveAustria Info's content or services, please follow these guidelines to ensure your concerns can be addressed efficiently:
- Gather Information: Before submitting your complaint, please collect all relevant details pertaining to your issue. This includes specific dates, times, and any interactions or information that led to your dissatisfaction.
- Provide a Clear Description: Clearly articulate the nature of your complaint. What happened? What specific information or guidance do you believe was incorrect or misleading? What outcome are you seeking?
- Include Reference Numbers (if applicable): If your complaint relates to a specific interaction, article, or piece of advice that has a unique identifier or date, please include it. While we primarily offer informational content, this helps us to pinpoint the exact context of your concern.
- Submit via Email: All complaints should be submitted via email to our dedicated complaints address. This ensures a written record of your correspondence and allows us to track your complaint through our resolution process.
Please send your detailed complaint to: [email protected]
We kindly request that you provide as much detail as possible in your initial email. This will help us to understand your concerns fully and respond effectively without unnecessary delays.
Our Response Timelines
We endeavour to process all complaints as quickly and thoroughly as possible. Our commitment to you regarding response times is as follows:
- Acknowledgement of Complaint
- You will receive an email acknowledging receipt of your complaint within 3 business days of us receiving it. This acknowledgement will confirm that your complaint has been logged and assigned for review.
- Initial Assessment and Investigation
- Our team will conduct an initial assessment and investigation into the matters raised in your complaint. We may contact you for further clarification if needed during this period.
- Resolution or Update
- We aim to provide a substantive response or a proposed resolution to your complaint within 14 business days from the date of acknowledgement. If, for any reason, we anticipate that resolving your complaint will take longer than 14 business days (e.g., due to complex investigations or requiring input from external sources), we will inform you of the delay and provide an estimated new timeline.
- Final Resolution
- Once a resolution has been proposed, we will work with you to ensure a satisfactory outcome. Our goal is to resolve all complaints within a reasonable timeframe, aiming for a final resolution within 30 business days in most cases.
Please note that "business days" refer to Monday to Friday, excluding public holidays in Austria.
Escalation Process
If you are not satisfied with the initial resolution or response to your complaint, you have the option to escalate your concerns. Our escalation process is designed to ensure that all avenues for resolution are explored.
Step 1: Formal Escalation Request
To escalate your complaint, please reply to the most recent communication you received from us regarding your complaint, explicitly stating that you wish to escalate the matter. In your escalation request, please:
- Reference your original complaint number or the date it was filed.
- Clearly explain why you are dissatisfied with the initial resolution or response.
- State what further action or outcome you are seeking.
Your escalated complaint will then be reviewed by a senior member of our team who was not involved in the initial handling of your complaint. This ensures an impartial and fresh perspective on the issue.
Step 2: Senior Review and Final Decision
The senior reviewer will thoroughly re-examine your complaint, all previous correspondence, and the initial resolution provided. They may contact you directly for further discussion or clarification.
We aim to provide a final decision on escalated complaints within 10 business days of receiving your formal escalation request. This decision will be communicated to you in writing and will represent DriveAustria Info's final position on the matter.
We are dedicated to ensuring that every complaint is handled with the utmost care and professionalism. Our goal is to achieve a fair and reasonable outcome for all parties involved.
Complaint Handling Summary
To provide a clear overview of our commitment to resolving your concerns, please see the table below outlining our process and timelines:
| Stage of Complaint | Action Required by You | Our Commitment (Timeline) | Contact Point |
|---|---|---|---|
| Initial Complaint | Email detailed complaint with reference, date, description. | Acknowledgement within 3 business days. Resolution/Update within 14 business days. | [email protected] |
| Escalation | Reply to previous correspondence, explicitly requesting escalation and stating dissatisfaction reasons. | Senior review and final decision within 10 business days of escalation request. | Via reply to prior complaint communications. |