Complaints & Escalation Policies

How to File a Complaint

If you experience an issue with our information, a service provider referred through our platform, or any aspect of your interaction with PannenPortal AT, we encourage you to submit a formal complaint. This allows us to investigate thoroughly and implement necessary improvements.

To ensure your complaint can be processed effectively, please include the following critical details in your submission:

• Inquiry Reference Number: If applicable, please provide the reference number associated with your initial inquiry or service request. This helps us quickly locate relevant records.
• Date and Time of Contact/Incident: Specify when the issue occurred or when you last interacted with our platform or a referred service.
• Detailed Problem Description: Clearly articulate the nature of your complaint. Include specific events, names (if known), locations, and any other pertinent information that can assist in our investigation. The more detail provided, the more effectively we can address your concerns.
• Desired Resolution: Briefly state what outcome you expect from the complaint process.
• Contact Information: Your full name, email address ([email protected] is the address for complaints), and a contact phone number.

Please submit your complaint via email to: [email protected]. Please use "Complaint - [Your Name/Reference Number]" as the subject line.

Response Timeframes

We are committed to acknowledging and addressing your complaints in a timely manner. Our standard operating procedure dictates the following response times:

• Acknowledgment: You will receive an automated or manual acknowledgment of your complaint submission within two (2) business days of receipt. This acknowledgment will confirm that your complaint has been received and is being reviewed.
• Resolution Target: We aim to provide a substantive response or a proposed resolution to your complaint within ten (10) business days of the initial acknowledgment. Complex cases may require additional time, in which case we will communicate an updated timeframe to you.

Please note that "business days" refer to Monday through Friday, excluding public holidays in Austria.

Escalation Process

If you are not satisfied with the resolution provided for your initial complaint, or if you feel your complaint has not been adequately addressed, you have the option to escalate the matter. The escalation process is designed to provide a further level of review.

To escalate a complaint, please send a new email to [email protected] with the subject line clearly stating "Escalation - [Your Initial Complaint Reference Number]". In this email, please:

• Reference your original complaint and its reference number.
• Explain why you are dissatisfied with the proposed resolution or the handling of your complaint.
• Provide any additional information or context you believe is relevant for the escalated review.

Upon receipt of an escalated complaint, it will be reviewed by a senior member of our team who was not involved in the initial handling of the complaint. An acknowledgment of your escalation will be sent within two (2) business days, and a comprehensive review and response will be provided within a further ten (10) business days, unless otherwise communicated.

What is Outside the Scope of Complaints

While we strive to address all legitimate concerns, certain matters fall outside the direct scope of our complaint resolution process. These typically include:

• Actions of Third-Party Service Providers: Our platform facilitates connection to independent service providers. While we strive to refer reputable entities, PannenPortal AT is not responsible for the direct actions, service quality, or pricing of these third-party operators. Complaints regarding the performance of a specific towing company or mechanic should first be directed to that provider. We can, however, take feedback into account for future referral considerations. For guidance on selecting providers, please Check the Selection Matrix on our services page.
• General Inquiries or Feedback: Standard questions about our services, suggestions for improvement, or general feedback not related to a specific negative incident should be directed to our general contact channels, not the formal complaint process.
• Disputes over information accuracy when readily available: If information provided was available through standard channels or explicitly disclaimed as subject to change (e.g., traffic conditions, estimated arrival times), it may be outside the scope of a formal complaint unless a clear error on our part is identified.
• Requests for refunds or compensation from third-party services: Financial disputes with service providers must be handled directly with the provider in question.

For general inquiries or feedback, please use our Contacts page.

Complaint Processing Workflow

Our complaint handling process follows a structured workflow to ensure consistency and thoroughness:

1. Step 1: Complaint Submission - User submits a complaint via email to [email protected], including all required details (reference, date, description, desired resolution, contact info).
2. Step 2: Initial Receipt & Logging - Upon receipt, the complaint is logged into our system, assigned a unique reference number, and routed to the appropriate department.
3. Step 3: Acknowledgment - An acknowledgment email is sent to the complainant within two (2) business days, confirming receipt and providing the complaint reference number.
4. Step 4: Investigation & Information Gathering - Our team reviews the complaint, accesses relevant records, and may contact the complainant or involved third parties for additional information or clarification.
5. Step 5: Analysis & Assessment - The collected information is analyzed to understand the root cause of the issue and determine if a breach of our internal guidelines or an error occurred.
6. Step 6: Resolution Formulation - Based on the investigation, a proposed resolution or a detailed explanation of findings is developed.
7. Step 7: Communication of Resolution - The proposed resolution or findings are communicated to the complainant within ten (10) business days of acknowledgment.
8. Step 8: Complaint Closure or Escalation Option - If the complainant accepts the resolution, the complaint is closed. If the complainant is unsatisfied, they are informed of the escalation process.
9. Step 9: Escalation Review (if applicable) - If escalated, a senior team member conducts an independent review and provides a final decision.
10. Step 10: Process Improvement Feedback - All complaints, resolved or escalated, contribute to our continuous improvement initiatives, informing updates to our processes and information delivery.

Service Area Considerations

PannenPortal AT provides information and coordination guidance across all of Austria's provinces. However, it is crucial to understand that the operational realities of road assistance can vary significantly based on geographic and climatic factors within these regions. Our guidance takes these nuances into account:

• Tyrol (Tirol): Characterized by its extensive alpine road network, including numerous mountain passes and tunnels. Recovery operations here often require specialized equipment for steep inclines, narrow roads, and winter conditions. Response times can be extended due to difficult terrain and road closures during heavy snowfall.
• Vienna (Wien): As a densely populated urban center, assistance here focuses on rapid response within a complex motorway and city street network. Traffic congestion is a primary factor affecting arrival times, and parking restrictions can complicate on-site repairs or towing.
• Vorarlberg: Known for its high mountain ranges and significant snowfall in winter. Vehicle recovery often involves navigating icy roads and requires robust winter-equipped vehicles. Accessibility to remote areas can be challenging during peak winter months.
• Salzburg (Land Salzburg): Combines urban areas with significant alpine regions and the busy Tauern Tunnel and Katschberg Tunnel sections of the A10 motorway. High traffic volumes, especially during tourist seasons, and the challenges of mountain recovery are prevalent.
• Carinthia (Kärnten): Features a mix of mountain roads, lakes, and parts of the A2 and A10 motorways. Summer tourism can increase demand, while winter conditions in higher elevations present typical alpine recovery challenges.
• Styria (Steiermark): A diverse province with rolling hills, forests, and parts of major transit routes like the A2 and A9 (Pyhrn Autobahn). The Pyhrn Autobahn, with its numerous tunnels, requires specific safety protocols for breakdown assistance.
• Upper Austria (Oberösterreich) & Lower Austria (Niederösterreich): These provinces encompass key industrial areas, agricultural lands, and major transit corridors (A1, A8, A9). The extensive motorway network means quick access for recovery but also higher traffic volumes and potential for multi-vehicle incidents.
• Burgenland: Characterized by flatter terrain and proximity to borders, primarily involving agricultural roads and sections of the A4 and A3 motorways. Assistance here typically faces fewer geographic barriers but may encounter different vehicle types (e.g., agricultural machinery).

When using PannenPortal AT, it's beneficial to consider these regional nuances, as they influence the types of services available, potential response times, and the specialized equipment a service provider might require. Our platform aims to connect you with providers well suited for the specific conditions of your location in Austria. For more detailed insights into service capabilities per region, please consult our Service Selection Matrix.

Frequently Asked Questions About Complaints