Complaints and Escalation Policy

At TollGuide Central, we are committed to providing accurate and helpful information regarding Austrian road tolls. We understand that occasionally, issues may arise, or you might have concerns about the information provided or our services. This policy outlines our procedure for handling complaints and explains the steps you can take if you are dissatisfied. Our goal is to resolve all complaints fairly, efficiently, and to your satisfaction.

How to File a Complaint

Should you wish to file a complaint, we encourage you to do so as soon as possible after the issue has occurred. This allows us to investigate thoroughly while the details are still fresh. All complaints should be submitted in writing via email to ensure a clear record of communication and the specifics of your concern. Please send your complaint to [email protected].

When you contact us, please ensure your email clearly states that you are filing a formal complaint. This helps us to categorise and prioritise your message correctly, initiating our formal complaints procedure promptly. We value your feedback as it helps us to improve our services and the quality of information we provide to all users.

Required Information for Complaints

To assist us in resolving your complaint swiftly and effectively, please include the following essential information in your email:

Your Full Name and Contact Details

Including your email address and, if applicable, a phone number where we can reach you during business hours.

Date of the Incident/Issue

The specific date or period when the issue you are complaining about occurred or was first observed.

Relevant Reference Number(s)

If your complaint relates to a previous interaction, query, or specific piece of content, please provide any reference numbers or links. This could include a query ID from a prior email exchange or the URL of a specific page on our website.

Detailed Description of the Complaint

Clearly explain what happened, what your expectations were, and how you believe the situation deviated from those expectations. Be as specific as possible, including any relevant dates, times, or individuals involved (if applicable). Provide any evidence or supporting documentation you may have, such as screenshots or copies of correspondence.

Desired Resolution

Please state what outcome you are seeking from your complaint. This helps us understand how best to address your concerns.

Providing comprehensive details upfront will significantly expedite our investigation process and lead to a quicker resolution.

Response Timelines

We are committed to addressing all complaints in a timely and professional manner. Our standard response timelines are as follows:

1. Acknowledgement: You will receive an email acknowledging receipt of your complaint within 3 business days of its submission. This acknowledgement will confirm that your complaint has been received and is being reviewed. It will also provide you with a unique complaint reference number, which you should use in all future communications regarding your issue.
2. Initial Investigation & Resolution: We aim to conduct an initial investigation and provide a substantive response or a proposed resolution within 14 business days of acknowledging your complaint. If the issue is complex and requires more time, we will inform you of the delay and provide an updated estimated resolution timeframe.
3. Final Resolution: For more complex issues, we strive to achieve a final resolution within 30 business days. Should this not be possible, we will communicate the reasons for the extended period and provide regular updates on the progress of our investigation.

Our team will endeavour to keep you informed at every stage of the process. We appreciate your patience as we work to thoroughly investigate and resolve your concerns.

Escalation Process

If you are not satisfied with the initial resolution or response to your complaint, you have the option to escalate your complaint. The escalation process is designed to ensure that all concerns are thoroughly reviewed by a more senior member of our team.

To escalate your complaint, please reply to the email containing our initial resolution within 10 business days, clearly stating that you wish to escalate the matter. In your escalation request, please include:

• Your original complaint reference number.
• The reasons why you are dissatisfied with the initial resolution.
• Any additional information or perspectives you believe were not adequately considered.

Upon receiving your escalation request, your complaint will be reviewed by a senior manager who was not involved in the initial handling of your case. They will conduct an independent review of the complaint, the investigation, and the proposed resolution. The senior manager will aim to provide a final response within 15 business days of receiving the escalation request. This response will represent the final position of TollGuide Central on the matter.

Contact Information

For all complaints and policy-related inquiries, please use the following contact details:

Email: [email protected]

We kindly request that you direct all complaints to this email address to ensure they are logged and managed through our formal process. Using other contact methods may lead to delays in addressing your concerns.

Thank you for helping us maintain the highest standards of service and information quality.