My idea for a database of complaints when staff act incorrectly

[Mathieu]

I propose there should be a database for complaints of rail staff, with atributes such as TOC, name of person, data/time, issue...this will show what people at what TOCs are not doing there job properly. I've noticed repeat offenders at a few stations for misinformation and/or wrong tickets.

 

[ForTheLoveOf]

I propose there should be a database for complaints of rail staff, with atributes such as TOC, name of person, data/time, issue...this will show what people at what TOCs are not doing there job properly. I've noticed repeat offenders at a few stations for misinformation and/or wrong tickets.

I'm not sure this would be the most productive way to go about it, and the unions would probably object.

The best way to go about avoiding misinformation and wrong tickets etc. IMO is to ensure that all staff who engage with ticketing matters have proper training on tickets. The one lesson that really needs to get out there, even if not the technical knowledge about tickets, is that if the member of staff is unsure they should not guess, or ask one of the "old hands" who inevitably will give wrong or out of date information - it is to refer the passenger to Customer Services, who will have the correct answer (provided they are correctly trained too!).

Then if there are members of staff who are unable or unwilling to follow the above very simple instructions they should be made to consider their position with a view to changing roles to being non-customer facing at the least!

 

[yorkie]

I propose there should be a database for complaints of rail staff, with atributes such as TOC, name of person, data/time, issue...this will show what people at what TOCs are not doing there job properly. I've noticed repeat offenders at a few stations for misinformation and/or wrong tickets.

A databases of incidents where the company was at fault might be useful, but not of staff. It just couldn't happen for so many reasons.

Companies do need to get a grip.

Unfortunately some staff who have a history of incorrectly charging customers actually get promoted. For example, the Guard who made incorrect claims and charges in the zzip00 incident, has been mentioned by many other people as rejecting valid tickets in a wide variety of incidents (eg. "Route via Peterborough" tickets claimed to be invalid via Peterborough) and also rejecting staff travel passes, yet was promoted to a "Minder Guard".

Something needs to be done to deal with staff who bring the industry into disrepute, the companies are reluctant to do anything about it, but this isn't the solution.

I don't think we'll ever see a solution, sadly. The train companies don't see it as an issue, and there is no organisation that can make them do anything that has the willpower to do anything.

So the incorrect charging and rejecting of valid tickets looks set to continue indefinitely.

 

[Mag_seven]

A databases of incidents where the company was at fault might be useful, but not of staff. It just couldn't happen for so many reasons.

Companies do need to get a grip.

Unfortunately some staff who have a history of incorrectly charging customers actually get promoted. For example, the Guard who made incorrect claims and charges in the zzip00 incident, has been mentioned by many other people as rejecting valid tickets in a wide variety of incidents (eg. "Route via Peterborough" tickets claimed to be invalid via Peterborough) and also rejecting staff travel passes, yet was promoted to a "Minder Guard".

Something needs to be done to deal with staff who bring the industry into disrepute, the companies are reluctant to do anything about it, but this isn't the solution.

I don't think we'll ever see a solution, sadly. The train companies don't see it as an issue, and there is no organisation that can make them do anything that has the willpower to do anything.

So the incorrect charging and rejecting of valid tickets looks set to continue indefinitely.

The link to the zzip00 incident returns an error message.

EDIT: link now fixed.

 

[Clip]

The link to the zzip00 incident returns an error message.

https://www.railforums.co.uk/thread...-york-combo-ticket-problem.35441/#post-476610

 

[Llanigraham]

I propose there should be a database for complaints of rail staff, with atributes such as TOC, name of person, data/time, issue...this will show what people at what TOCs are not doing there job properly. I've noticed repeat offenders at a few stations for misinformation and/or wrong tickets.

Start naming people and you could be very quickly heading towards a Defamation case.

 

[herb21]

Probably falls foul of GDPR, unless you are very careful.

 

[ForTheLoveOf]

Probably falls foul of GDPR, unless you are very careful.

Which provision would it fall foul of? I would see a strong case for "legitimate interest" as a basis for processing. Alternatively, data processed for personal purposes is exempt from the GDPR anyway.

 

[6Gman]

I propose there should be a database for complaints of rail staff, with atributes such as TOC, name of person, data/time, issue...this will show what people at what TOCs are not doing there job properly. I've noticed repeat offenders at a few stations for misinformation and/or wrong tickets.

I think you need to explain more fully what exactly you are proposing.

1. Who would run this database?
2. Who would have access to it?
3. What constitutes a "complaint" in this context? Would it cover all complaints, or just those upheld?
4. Who would use it, and to what purpose?

 

[bionic]

Would all the small-minded, vindictive individuals on Twitter who make up stories about railway staff and pass it off as fact be allowed to contribute to this database?