AutobahnInfo AT

How to File a Complaint

To ensure your complaint is handled as quickly and effectively as possible, please provide all relevant details. We encourage you to submit your complaint in writing via email. This allows us to maintain a clear record of communication and ensures all points are thoroughly addressed.

When filing a complaint, please include the following essential information:

1. Your Contact Information: Full name, email address, and preferred method of contact.
2. Date of Incident/Issue: When did the problem occur or when did you first notice the issue?
3. Reference Number (if applicable): If your complaint relates to a specific interaction, query, or piece of information that had a reference number, please include it.
4. Detailed Description of the Complaint: Clearly explain the nature of your complaint. What happened? What information was incorrect or what service did not meet your expectations? Include any specific details, dates, times, or individuals involved if relevant.
5. Desired Outcome: What resolution are you seeking? This helps us understand your expectations and work towards a satisfactory solution.
6. Any Supporting Documentation: Attach screenshots, links to specific pages, or any other relevant documents that can help us understand your complaint better.

We appreciate you taking the time to provide a comprehensive account. The more information you can give us upfront, the better equipped we will be to investigate and resolve your complaint.

Response Timelines

We are committed to acknowledging and resolving complaints in a timely manner. Our standard operating procedures for complaints are as follows:

Acknowledgement of Receipt:

You will receive an automated acknowledgement email within 1 business day of us receiving your complaint. This confirms that your complaint has been successfully submitted to our system and is being reviewed.

Initial Review & Investigation:

Our team will conduct an initial review of your complaint within 3 business days. During this period, we may contact you for further clarification if needed.

Resolution Target:

We aim to provide a full resolution or a substantive response outlining the steps being taken to resolve your complaint within 14 business days of receiving your initial complaint. For complex issues, this timeframe may be extended, but we will inform you of any delays and provide an updated estimated resolution date.

Business days are defined as Monday to Friday, excluding public holidays in Austria.

Escalation Process

If you are not satisfied with the resolution provided or if you feel your complaint has not been adequately addressed, you have the option to escalate your complaint.

Step 1: Formal Escalation Request
To escalate your complaint, please reply to the most recent communication from us regarding your complaint, clearly stating that you wish to escalate the matter. In your escalation request, please:

• Reference your original complaint number.
• Explain why you are dissatisfied with the proposed resolution or handling.
• Reiterate your desired outcome.

Upon receiving your escalation request, your complaint will be reviewed by a senior member of our team who was not involved in the initial handling of your case. This ensures a fresh perspective and an impartial review.

Step 2: Senior Review and Final Decision
The senior reviewer will thoroughly examine all aspects of your complaint and the previous correspondence. They may contact you directly for further discussion. We aim to provide a final decision or a comprehensive update on your escalated complaint within 10 business days of receiving your escalation request.

The decision made at this stage will be considered our final position on the matter. We are committed to ensuring fairness and transparency throughout this process.

What to Expect from Us

When you file a complaint with AutobahnInfo AT, you can expect the following from our team:

• Fairness: We will treat your complaint seriously and impartially, without prejudice.
• Confidentiality: Your complaint and personal details will be handled with strict confidentiality, in accordance with our Privacy Policy.
• Transparency: We will keep you informed of the progress of your complaint and provide clear explanations for our decisions.
• Professionalism: Our team members will communicate with you respectfully and professionally at all times.
• Commitment to Improvement: Every complaint is an opportunity for us to learn and improve our services and information accuracy. We will use your feedback to enhance the AutobahnInfo AT experience for all users.

We appreciate your patience and cooperation throughout the complaints process. Our goal is always to achieve a satisfactory outcome for all parties involved.

Contact Information for Complaints

All complaints should be directed to our dedicated support email address:

Email: [email protected]

Please use this email address for all initial complaints and subsequent communications regarding your complaint to ensure it is directed to the correct department and handled efficiently.