Complaints & Escalation Policy

At RoadFee Navigator, we are committed to providing accurate and helpful information regarding Austrian road fees. However, we understand that sometimes issues may arise. This policy outlines our procedure for handling complaints and ensuring that any concerns you have are addressed efficiently and fairly.

Our aim is always to resolve your concerns to your satisfaction as quickly as possible. We value your feedback as it helps us to improve our services and the information we provide.

How to File a Complaint

If you have a complaint regarding any aspect of our service, the information provided, or an interaction you've had with us, please follow these steps. Providing comprehensive details at the outset will significantly assist us in understanding and resolving your issue.

1. Prepare Your Complaint: Before contacting us, please gather all relevant information. This includes, but is not limited to, any specific dates, reference numbers (if applicable, such as for a previous query), and a clear, concise description of the issue. The more detail you can provide, the better equipped we will be to investigate thoroughly.
2. Describe the Issue: Clearly articulate what happened, when it happened, and what outcome you are seeking. If your complaint relates to specific information on our website, please include the URL of the page in question. If it concerns an interaction, please specify the date and, if known, the name of the representative you spoke with.
3. Submit Your Complaint: All complaints should be submitted via email to our dedicated complaints address:

[email protected]

Please use "Complaint - [Your Name/Topic]" in the subject line to ensure it is directed to the correct team for prompt handling.

Our Response Timelines

We are dedicated to addressing your complaints in a timely and professional manner. Our commitment to you is as follows:

Acknowledgement of Receipt

Upon receiving your complaint, we will send an acknowledgement email within 3 business days. This email will confirm that we have received your complaint and will provide you with a unique reference number for your case. Please retain this reference number for any future correspondence regarding your complaint.
Investigation and Resolution Target

We aim to thoroughly investigate and provide a substantive response or resolution to your complaint within 14 business days of the initial acknowledgement. During this period, we may contact you for further information or clarification if needed. Our team will diligently review all aspects of your submission.
Updates on Complex Cases

If, for any reason, we anticipate that our investigation will take longer than 14 business days (e.g., due to the complexity of the issue or the need to gather extensive information), we will inform you of the delay and provide an updated timeframe for resolution. We will endeavour to keep you informed throughout the process.

What constitutes a "business day"?

For the purpose of this policy, a "business day" refers to Monday to Friday, excluding public holidays in Austria and the United Kingdom. Complaints submitted on weekends or public holidays will be considered received on the next available business day.

Escalation Process

If you are not satisfied with the resolution provided at the initial stage, or if you feel your complaint has not been adequately addressed, you have the option to escalate your complaint. Our escalation process is designed to ensure that all concerns are reviewed at a higher level within our organisation.

Step 1: Formal Escalation Request

If you are dissatisfied with the initial response or resolution, you must notify us in writing (via email to the same address: [email protected]) that you wish to escalate your complaint. Please include your original complaint reference number and clearly state why you are not satisfied with the initial outcome. You should also outline what further action or resolution you are seeking.

Step 2: Review by Senior Management

Upon receiving an escalation request, your complaint will be assigned to a member of our senior management team who was not involved in the initial handling of your complaint. This individual will conduct a comprehensive, independent review of your case, including all previous correspondence and actions taken.

Step 3: Senior Management Response

The senior management team member will aim to provide a final response within 10 business days of receiving your escalation request. This response will detail the findings of their review, any additional actions taken, and the final proposed resolution from RoadFee Navigator. This decision will be considered our final position on the matter.

"A clear and transparent complaints procedure is fundamental to good customer service and building trust with users."

— Principles of Good Customer Service

We are committed to learning from every complaint and using your feedback to continuously improve our services and the accuracy of the information we provide. Your patience and cooperation throughout this process are greatly appreciated.