Complaints & Escalation Policy

At TollInfo Austria, we are committed to providing accurate and timely information regarding Austrian road tolls, vignettes, and route advisory services. We strive for excellence in every interaction. However, we understand that sometimes issues may arise, and you may feel the need to raise a concern or complaint. This policy outlines our clear and transparent process for handling complaints, ensuring all feedback is taken seriously and addressed fairly and efficiently.

Your feedback is invaluable to us, as it helps us identify areas for improvement and maintain the high standards of service you expect. We view complaints not as criticisms, but as opportunities to learn and enhance our offerings. Our aim is always to resolve any dissatisfaction quickly and to your satisfaction, providing clarity and a fair outcome.

How to File a Complaint

Should you wish to file a complaint, we encourage you to do so promptly. Providing us with comprehensive details from the outset will enable us to investigate your concerns thoroughly and expediently. Please ensure your complaint is submitted in writing to allow for accurate record-keeping and follow-up.

When submitting your complaint, please include the following essential information:

  1. Reference Number (if applicable): If your complaint relates to a specific interaction, service query, or previous communication, please provide any reference numbers you may have received.
  2. Date of Incident/Query: Specify the date or approximate date when the issue occurred or when you first encountered the problem.
  3. Detailed Description of the Complaint: Clearly and concisely describe the nature of your complaint. Include all relevant facts, what happened, who was involved (if applicable, e.g., a specific piece of information or a feature on our site), and what outcome you are seeking. The more detail you provide, the better we can understand and address your concerns.
  4. Your Contact Information: Full name, email address, and preferred method of contact so we can respond to you.

Please send your detailed complaint via email to: [email protected].

Response Timelines

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

Acknowledgement of Complaint:
You will receive an acknowledgement of your complaint within 3 business days of its receipt. This acknowledgement will confirm that we have received your submission and provide you with a unique complaint reference number for your records.
Resolution Target:
We aim to provide a full response and, where possible, a resolution to your complaint within 14 business days. This period allows us to conduct a thorough investigation, gather all necessary information, and formulate a comprehensive response. Should the investigation require more time due to complexity, we will inform you of the delay and provide an updated expected resolution date.
Complex Cases:
For particularly complex complaints that require extensive investigation, we may extend the resolution period. In such instances, we will keep you informed of our progress and explain the reasons for the extended timeline. Our commitment remains to resolve your complaint as quickly and fairly as possible.

Escalation Process

If you are not satisfied with the initial resolution provided, or if you feel your complaint has not been adequately addressed, you have the right to escalate your concern. Our escalation process is designed to ensure that your complaint receives a further review by a more senior member of our team.

To escalate your complaint, please respond to the original resolution email, 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 you believe is relevant.

Upon receipt of an escalation request, your complaint will be reviewed by a senior manager who was not involved in the initial handling of your complaint. This manager will conduct an independent review of all documentation and communication related to your case. We aim to provide a final response to escalated complaints within 10 business days from the date of escalation. The decision of the senior manager will be considered final within our internal complaints procedure.

We are dedicated to maintaining a high level of service and trust with all users of TollInfo Austria. This policy underscores our commitment to transparency, fairness, and continuous improvement in all aspects of our service delivery.