Schedule Part 7 - Customer Service and Accessiblity

CFL shall provide an effective and innovative approach to customer service. CFL shall create a customer focused environment and be responsible for all aspects of the customer service experience. This shall cover the full customer journey from initial booking, through travel arrangements to port-side assistance. CFL will also be required to provide additional passenger supporthere onward travel arrangements have been disrupted.

CFL shall provide assistance and support to customers with an urgent need to travel; for Urgent medical appointments (the current protocol remains applicable).

CFL shall provide assistance to travellers on such aspects as booking arrangements, connections and onward travel.

Within its Disruption Management Plan CFL shall publish and make readily accessible, its policy outlining the procedures for disruptions. CFL shall provide up to date information on the state of services and times for the resumption of services in the event of disruption. CFL shall provide a clear explanation, across a range of media, when ferry services are disrupted. This will include clear and timeous information on the cause of the disruption and a description of mitigation measures. CFL shall provide an explanation of whether replacement services can or cannot be provided in each case. When services are disrupted, sufficient staff must be on site to offer assistance and answer queries. CFL shall make available contact details and telephone numbers for local taxi companies, hotels, cafes etc. and publish this information at ticket offices or harbours.

CFL shall ensure that the website for the service is regularly updated to keep passengers informed, including updated operational documents such as complaints processes, business plans and stakeholder consultations.

CFL shall ensure the website and mobile app are compliant with Web Content Accessibility Guidelines.

Without prejudice to Clause 5.2.1 (Services), CFL shall have regard to the legislative framework and obligations in relation to disability, mobility, and accessibility requirements. This will include consideration of the needs of visually and hearing-impaired passengers. CFL shall also have regard to the requirements for Staff Assisting Disabled People and Value for Anyone, Value for Everyone – both published by the Mobility and Access Committee for Scotland (MACS). CFL will be expected to meet regularly with MACS and other accessibility groups at a community level to ensure services meet the needs of all members of the community.

CFL shall consider the needs of those with disabilities when providing information, timetable, booking reservation systems, on board vessels and at ports. A biennial accessibility audit should be undertaken by CFL. The general MACS website can be accessed at Mobility and Access Committee for Scotland (MACS) | SM. For passengers with accessibility requirements, CFL shall comply with the relevant legislation including the Equality Act 2010 and Human Rights Act 1998, wherever possible within the context of the Vessels and Ports CFL are required to operate.

CFL shall provide a full assisted travel guide for customers including information on what services they provide and outlining what passengers can anticipate at ports and on vessels. CFL shall produce, publish, and implement a detailed Customer Service and Accessibility Plan, that is in line with the Islands Connectivity Plan, and the resources required to manage the requirements of the plan.

CFL shall prepare and update the Customer Service and Accessibility Plan that shall include a forward look to consider relevant significant activities, and in particular how they impact on individuals with disabilities and propose proportionate proposals to avoid or mitigate any disadvantages, and for updates of the Process a backward look to the operation of the Agreement to review the effectiveness of those measures which have been put in place and bring forward proposals to remedy any shortfall in the effectiveness of those measures. The Customer Service and Accessibility Plan shall show separately in a structured format:

Proactive arrangements to provide a customer focussed environment at the various stages of customer journey including ticket sales, advice on sailing status, care of stranded passengers, journey experience, post journey incidents.

CFL shall assess customer experience levels throughout the whole customer journey and outline the process for measuring customer experience and associated improvements conducted by an independent specialist, i.e. mystery shopper, customer satisfaction survey, including capturing passengers identifying as disabled and customer contact centre performance.

Staff and resources proposed to fully develop, implement, and update the plan.

Proposals for enhancing the accessibility of the Services for individuals with disabilities. Including the following areas:

• Staff training
• Information dissemination timetable and booking reservation systems.
• Establishing a system for accessibility information
• Vessel and Port facilities
• Intermodal transport links
• Regular audits on accessibility

Deliverables and Milestones

CFL is required to provide all deliverables and meet all milestones outlined in Table 27. Additionally, CFL may propose additional deliverables and milestones for approval by Scottish Ministers.

Table 27

Deliverable/Milestone	Delivery Date
Produce, publish, and implement a Customer Service and Accessibility Plan.	Within first six months of financial year
1.1.1. Review and amend of Customer Service and Accessibility Plan.	Annually

Customer Complaints Process

CFL’s Customer Complaint Process shall for the purposes of this Schedule Part be deemed to be part of the Customer Service and Accessibility Plan. CFL shall provide a detailed customer complaints process which will include, but not be limited to:

1. The receipt of complaints and feedback from customers by a reasonably comprehensive range of oral and written media.
2. The provision of advice by reasonably comprehensive means as to the how (including to whom complaints should be addressed) complaints can be lodged.
3. The methods by which complaints will be assessed and CFLs views and remedies communicated.

• An opportunity and process for appeals by a customer against CFLs views.

1. Proportionate restitution

Deliverables and Milestones

CFL is required to provide all deliverables and meet all milestones outlined in Table 28. Additionally, CFL may propose additional deliverables and milestones for approval by Scottish Ministers.

Table 28

Deliverable/Milestone	Delivery Date
1.1.2. CFL to produce and publish a customer complaints process	Commencement Date and reviewed annually.

Accessibility – Equalities Impact Assessment

CFL shall carry out and publish an Equalities Impact Assessments when any major changes to services are being considered in line with the Equality Act 2010 (Specific Duties) (Scotland) Regulations 2012 and in liaison with Scottish Ministers.

The Equalities Impact Assessment shall include the following areas:

• Description which outlines the policy, function, or decision under review, including its objectives, scope, and implementation context.
• Evidence base which presents data (quantitative and qualitative) relevant to equality groups, such as demographics, service usage, consultation feedback, or research.
• Details on the consultation with affected groups, staff, or equality representatives, and summaries of their input.
• Assessment of potential positive and negative effects on individuals or groups with protected characteristics under the Equality Act 2010 (e.g. age, race, disability, sex, religion).
• Actions to minimise adverse impacts or enhance positive ones, including changes to the proposal or supporting measures.
• Decision and Justification which explains whether the policy will proceed, be amended, or halted, and justifies this in light of the equality analysis.
• Authorisation, including the names, roles, and signatures of those responsible for completing and approving the assessment.

Publication of EQIA process and assessments on CFL website.

Deliverables and Milestones

CFL is required to provide all deliverables and meet all milestones outlined in Table 29. Additionally, CFL may propose additional deliverables and milestones for approval by Scottish Ministers.

Table 29

Deliverable/Milestone	Delivery Date
1.1.10. CFL shall carry out and publish an Equalities Impact Assessments when any major changes to services are being considered	Ongoing / as required.