Complaints & Escalation Policies

How to File a Complaint

To ensure efficient processing, all complaints should be submitted via email to [email protected]. When submitting a complaint, please include the following essential information:

• Inquiry Reference (if applicable): Any previous communication reference numbers, ticket IDs, or service requests related to the complaint.
• Date of Contact/Incident: The specific date(s) when the issue occurred or when previous contact was made.
• Detailed Problem Description: A clear, concise, and factual account of the issue. Please include what happened, when it happened, who was involved (if known), and the specific impact. Avoid emotional language and focus on verifiable facts.
• Desired Outcome: Clearly state what resolution you are seeking. This helps us understand your expectations and work towards an appropriate solution.
• Contact Information: Your full name, email address, and a contact telephone number where you can be reached.

Response Timeframes

We are committed to addressing your concerns promptly and transparently. Our standard response timeframes are as follows:

• Acknowledgement: You will receive an automated or personal acknowledgement of your complaint within 2 business days of submission. This acknowledgement will confirm receipt and provide a unique reference number for your complaint.
• Resolution Target: We aim to provide a substantive response and, where possible, a resolution to your complaint within 10 business days from the date of acknowledgement. Complex cases may require additional time, in which instance we will communicate the revised timeframe and the reasons for the delay.

Complaint Processing Steps

Our complaint handling process is designed to be thorough and fair. The steps are as follows:

1. Inquiry Submission: You submit your complaint via email to [email protected], including all necessary details.
2. Initial Review & Acknowledgement: Your complaint is received, logged, and an acknowledgement is sent within 2 business days.
3. Assignment: The complaint is assigned to a dedicated team member for investigation.
4. Investigation: The assigned team member reviews all provided information, consults internal records, and gathers any additional necessary details. This may involve reviewing interactions related to previous requests for information on road assistance services.
5. Internal Consultation: If required, the team member may consult with other departments or external partners (e.g., specific service providers mentioned in the complaint) to fully understand the situation.
6. Drafting Response: A comprehensive response addressing each aspect of your complaint is prepared.
7. Resolution Proposal: Where appropriate, a proposed resolution or explanation is included in the response. This might involve clarification of information provided on our About Us page, or detailed guidance on how to interpret specific service criteria.
8. Communication of Outcome: The final response is communicated to you within the targeted 10 business days, or with an updated timeframe if necessary.

Escalation Process

If you are not satisfied with the resolution provided at the initial complaint stage, you have the option to escalate your concern.

To escalate, please send a new email to [email protected] with the subject line "Escalation: [Original Complaint Reference Number]". In your escalation email, please clearly state:

• Your original complaint reference number.
• The reasons why you are dissatisfied with the initial resolution.
• Any new information you wish to provide.
• Your desired outcome from the escalation.

Escalated complaints will be reviewed by a senior member of our team who was not involved in the initial handling of your complaint. We will acknowledge escalated complaints within 3 business days and aim for a final response within 15 business days.

What is Outside the Scope of Complaints

While we aim to be as helpful as possible, certain matters fall outside the direct scope of our complaint handling process. These include:

• Complaints about third-party service providers: RoadTools Austria provides information and guidance. Direct service delivery (e.g., actual towing, repair, roadside assistance) is performed by independent service providers. Complaints regarding their performance, pricing, or conduct should be directed to the respective provider. We can, however, offer guidance on how to contact these providers if you need assistance in finding their contact details.
• General inquiries or requests for information: These should be directed through our standard contact channels rather than the formal complaints procedure.
• Matters that are already subject to legal proceedings: We cannot intervene in or comment on matters undergoing legal review.
• Feedback that does not constitute a formal complaint: Suggestions, general feedback, or positive comments are always welcome but do not require formal complaint processing.

Service Area: Regional Nuances in Austria

RoadTools Austria aims to provide comprehensive information for road assistance across all nine provinces of Austria. Understanding the unique geographical and infrastructural characteristics of each region is crucial for effective roadside support. Our guidance accounts for these regional nuances, helping you prepare for and navigate assistance requirements effectively.

• Tyrol (Tirol): Known for its extensive alpine roads and high mountain passes. Assistance here often involves specialized recovery vehicles capable of operating on steep inclines and in challenging weather. Winter conditions can necessitate snow chain usage, and breakdowns may occur in remote areas requiring longer response times.
• Vorarlberg: Similar to Tyrol with significant alpine terrain, particularly in the Bregenzerwald and Arlberg regions. Heavy snowfall and icy conditions are common in winter, impacting road accessibility and requiring robust recovery services.
• Vienna (Wien) and surrounding areas (Lower Austria - Niederösterreich, Burgenland): Characterized by a dense motorway network and urban congestion. Assistance focuses on rapid response to minimize traffic disruption, often involving smaller, agile recovery vehicles for city environments.
• Salzburg: A mix of urban centres and mountainous regions. The Tauern Tunnel area, for example, is a critical transit route where incidents can cause significant delays and require swift, coordinated assistance within enclosed spaces.
• Styria (Steiermark): Features diverse landscapes from rolling hills to the eastern Alps. Recovery services must be adaptable for both agricultural roads and major transit routes like the A9 Pyhrn motorway, which includes several tunnels.
• Carinthia (Kärnten): Known for its lakes and southern alpine passes. Cross-border traffic, especially towards Italy via the Brenner Corridor, means assistance providers are often experienced with international motorists and multi-lingual communication.
• Upper Austria (Oberösterreich): A central hub with major industrial areas and significant motorway traffic. Roadside assistance here is often focused on high-volume routes and commercial vehicle recovery.

Frequently Asked Questions (FAQ)