Management of Third Party Complaints
|Publication Date:||1 December 2018|
This Network Rail document specifies the process for dealing with third party complaints received by IM.
This document applies in all circumstances to any individual working for Infrastructure Maintenance when they are engaged in responding to a Service Request from the National Helpline.
The purpose of this document is to provide a process for Infrastructure Maintenance (IM) to assist in delivering Network Rail's Community Relations Key Performance Indicator relating to managing Service Requests arising from third party enquiries received by the National Helpline.