I 39 Add support for paperless complaint management - UnionInternationalCheminsdeFer/OSDM GitHub Wiki

I-39: Add Support for Paperless Complaint Management

Description

Submission of complaint according to (EU) 2021/782.

It must be possible to submit a claim for a booking or parts of it (e.g. in case of a return trip) where the service has not been provided as promised. This includes:

  • Delays of trains
    • In case the train was not restricted to specific trains this includes also trains which were not mentioned in the trip of the booking
    • A description of the cause is needed delayed trains incl. the delay, missed connections, Cancelled trains,...
    • Abandoned travel (e.g. in case of a return, subsequent trains,..)
  • Service derogation (e.g. first class not available, ...)

It must be possible to provide documentation to support the claim (e.g. scanned manual remark of train staff) (Alternatively require exchange via UIC 90918-4).

It must be possible to demand the that the claimed amount is issued as a voucher or transferred to a bank account.

It must be possible to lookup the status of the claim made.

In case a claim is accepted or rejected the system that made the request must be informed. The accepted or rejected claim must provide an explanation for the decision especially if the amount covers the ticket price only partially.

It must be possible to inform the allocator / fare provider that the payment way made and the claim is settled.

It must be possible for an allocator to inform the fare provider that the claim was accepted because the fare provider missed a legal time line to handling the claim.

Note that UIC 90918-7 specifies an interface to handle claims between railways

Owner

  • Stefan Jugelt (ERA)
  • Jan Vavra (CIT)

Business Value

For railway undertakings, ticket vendors

who is selling services of the railway undertakings

the interface to submit passenger complaints

is a legal obligation of the revised TAP TSI

that obliges the railway undertakings to provide an electronic interface to submit the passenger complaint in case of a delay or disruption, eligible for reimbursement according to the regulation (EU) 2021/782 (rail passenger rights regulation)

unlike a paper based form is submitted

our solution fulfils the legal obligations.

Business Outcomes

The measurable benefits that the business can anticipate if the epic hypothesis is proven to be correct.

The handling cost for the complaints will be significantly reduced due to the electronic processing of the complaint.

Leading Indicators

The early measures that will help predict the business outcome hypothesis.

The service is being used by parties so the users can send in their complaints.

Business Rules

The following apply UIC/CIT members:

Todo Jan/Nina

Nonfunctional Requirements

Nonfunctional requirements (NFRs) associated with the epic.

To do

Specification Effort: MIDDLE

Type and forms of complaints need to be defined (delay or cancellation of trains) as well as processes linked to managing the complaint among the parties.

Merged: https://github.com/UnionInternationalCheminsdeFer/OSDM/pull/238

Should have callback similar to I-44 to inform distributor about changes to the complaint, with event type "COMPLAINT_DECIDED".