Focus on Bus Users: Consultation Questions

Complaints Procedures

RELBUS believes that complaints procedures should be allied to improvements or suggestions scheme and should be

  • properly advertised
  • and complaints handled promptly and efficiently
  • suggestions for service improvements and changes should be acknowledged
  • a transparent complaints appeals procedures in place
  • complaints statistics published annually and suitably classified (for example – drivers’ behaviour, reliability, information provision).

Q12. Do you agree with RELBUS’ view that this is what bus users should expect as a minimum?