Complaints

Procedure for resolving complaints and proposals of MK Autobuss AS

The purpose of processing complaints and proposals is to ensure the review and resolution of complaints and proposals submitted to MK Autobuss AS as soon as possible.

The procedure for processing has been designed and implemented in such a way as to increase customer satisfaction and involvement and to improve the quality of service provision.

All employees of MK Autobuss AS who participate in the process of processing complaints and proposals must follow the confidentiality requirements.

  1. Procedure for submitting complaints and proposals
    1. Complaints and proposals can be submitted both in writing and orally.
    2. A written complaint or proposal must be sent to the e-mail address MK Autobuss AS
      info@mkautobuss.ee
      or by post to Betooni 26, 11415 Tallinn.
    3. A complaint or proposal can only be submitted orally to a direct specialist, provided that a written response is not desired and the problem is resolved immediately and does not require further treatment.
    4. Oral complaints are not registered
    5. Anonymous proposals and complaints are reviewed by the manager of MK Autobuss AS or an authorised person, but are not subject to personal proceedings.

  2. Handling complaints and proposals
    1. Complaints and proposals are processed by the manager of MK Autobuss AS or a person authorised by him.
    2. The regular mailbox is emptied on the last working day of each week. Complaints and proposals submitted by e-mail will be reviewed as soon as possible, but no later than within 3 working days.
    3. All written complaints and proposals are registered electronically.
    4. A copy of the complaint will be issued to the person(s) to whom the complaint is directed for resolution and/or for the collection of additional data and explanatory memorandums. The person resolving the complaint has the right to ask for additional explanations and/or letters of explanation from all parties, if necessary.
    5. The complaint-handler forwards the collected materials to the manager.
    6. The chairman reviews the submitted materials together with the complaint-maker, and a decision is made and possible sanctions are decided.
    7. If necessary, the chairman may conduct an internal investigation or form a committee to resolve the complaint and collect materials and find a solution.

  3. Responding to complaints and suggestions
    1. The basis for resolving and responding to proposals and complaints is the Republic of Estonia Act “Responding to Memoranda and Requests for Explanation Act”, which stipulates that a complaint/proposal shall be responded to immediately, but no later than within 30 calendar days of its registration.

  4. Document storage
    1. All documents are stored for at least 3 months after the decision to resolve the complaint or proposal.