Complaints & Escalation Policy

At MautWise Austria, we strive to provide accurate, comprehensive, and up-to-date information regarding Austrian motorway tolls, vignette requirements, and digital toll solutions. We understand that despite our best efforts, you might occasionally encounter issues, have concerns, or wish to provide feedback that requires a formal complaint. This policy outlines our commitment to handling your complaints fairly, efficiently, and with the utmost professionalism. Your feedback is invaluable in helping us improve our services and ensure the continued accuracy of the information we provide.

How to File a Complaint

If you have a complaint regarding any aspect of our website, the information provided, or an interaction with our service, please follow these steps. Providing all necessary details upfront will allow us to investigate and respond more effectively.

Initial Contact: All complaints should be submitted in writing via email to our dedicated complaints address: [email protected].
Subject Line: Please clearly state "Complaint" in the subject line of your email to ensure it is directed to the appropriate team for prompt review.
Essential Information to Include: To help us understand and resolve your complaint quickly, please include the following details in your email:
- Your Full Name: For identification purposes.
- Contact Information: Your email address and a phone number (optional) where we can reach you.
- Date of Incident/Observation: When did the issue occur or when did you notice the information in question?
- Relevant Page/Section: Please provide the URL or a clear description of the specific page or section of our website your complaint pertains to.
- Description of Complaint: A detailed, factual description of your complaint. Please explain clearly what happened, what information you found incorrect or misleading, or what issue you encountered.
- Desired Outcome: What resolution are you seeking? (e.g., correction of information, clarification, apology, etc.)
- Any Supporting Documentation: If applicable, please attach screenshots, links, or other relevant documents that support your complaint.

Response Timelines

We are committed to acknowledging and resolving complaints in a timely manner. Our standard operating procedures for handling complaints are 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 provide you with a unique reference number for your complaint. Please retain this reference number for any future correspondence.
Initial Investigation & Resolution Target:: We aim to conduct an initial investigation and provide a substantive response or a proposed resolution within 14 business days of acknowledging your complaint. If the matter is complex and requires more time, we will inform you of the delay and provide an updated timeframe.
Complex Cases:: For particularly complex complaints that require extensive research or consultation, the resolution period may be extended. In such cases, we will endeavour to provide you with regular updates (at least every 7 business days) on the progress of your complaint.

Escalation Process

If you are not satisfied with the resolution or the response provided to your initial complaint, you have the option to escalate the matter. The escalation process is designed to ensure that all concerns are thoroughly reviewed at a higher level.

First-Level Escalation: If you are unhappy with the outcome of your initial complaint, you may request an escalation by replying to the original complaint email or sending a new email to [email protected]. Please clearly state "Complaint Escalation - [Your Reference Number]" in the subject line. In your email, explain why you are dissatisfied with the previous response and what further action you believe is necessary.
Review by Senior Management: Upon receipt of an escalation request, your complaint will be reviewed by a member of our senior management team who was not involved in the initial handling of your complaint. This ensures an impartial review of the matter.
Response to Escalation: The senior management team will aim to provide a final response to your escalated complaint within 10 business days of receiving your escalation request. This response will detail the findings of their review and the final decision of MautWise Austria regarding your complaint. This decision will represent the final stage of our internal complaints procedure.

Our Commitment

MautWise Austria is committed to:

Treating all complaints seriously and with respect.
Handling complaints fairly, objectively, and consistently.
Maintaining confidentiality regarding your complaint, only sharing information with those directly involved in its resolution.
Using insights from complaints to improve our services and the accuracy of our information.

We appreciate your patience and cooperation throughout this process. By adhering to these guidelines, we can ensure your concerns are addressed efficiently and effectively. Thank you for helping us maintain the quality and reliability of MautWise Austria.