Motorway complaints about Ulsterbus

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Dear Northern Ireland Transport Holding Company,

How many complaints have been lodged about Ulsterbus vehicles on Northern Ireland motorways in the last 18 months.

What were the nature of those complaints and are multiple complaints linked to a specific service, route or employee?

Yours faithfully,

Ciaran Byrne

FOI, Northern Ireland Transport Holding Company

Link: [1]File-List

Dear Mr Byrne,

 

Freedom of Information Act 2000- (Our Reference: FOI1038)

 

We acknowledge receipt of your email of 09 February 2021, under the
Freedom of Information Act 2000 (“The Act”).

 

You have requested the following information:

 

 1. How many complaints have been lodged about Ulsterbus vehicles on
Northern Ireland motorways in the last 18 months.
 2. What were the nature of those complaints and are multiple complaints
linked to a specific service, route or employee?

 

Please be advised, the Act allows us up to 20 working days (excluding any
UK statutory holidays) to process a valid request for information.

 

We may be in touch if your request needs clarified further. If no
clarifications are required, you should expect to receive a response on or
before 09 March 2021.

 

We must also inform you, that while we will make every effort to respond
to your request within the legislative timeframe, there may be a delay, as
a result of the current situation with COVID-19 and our organisational
resources being diverted to work on other high priority areas at this
time. If this situation arises, we kindly ask for your understanding
during this unprecedented time and we will aim to deal with your request
as soon as is practically possible.

 

If you have any queries, please do not hesitate to contact us.

 

Regards,

FOI/DPA Team

 

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FOI, Northern Ireland Transport Holding Company

Link: [1]File-List

Dear Mr Byrne,

 

Freedom of Information (FOI) Act 2000- (Our Reference: FOI1038)

 

Further to your FOI request of 09 February 2021, Translink responds to
each of your questions as follows.

 

Response

 

As required by section 1(1)(a) Freedom of Information Act (the “Act”), we
can confirm that we do hold the information specified in your request.

 

 1. How many complaints have been lodged about Ulsterbus vehicles on
Northern Ireland motorways in the last 18 months.

 

37

 

 2. What were the nature of those complaints and are multiple complaints
linked to a specific service, route or employee?

 

Driving 15
Failed to Uplift 4
Mechanical fault 3
Delays 3
Passenger boarded wrong bus/ driver diverted
to accommodate 1 
Passenger on wrong bus 1
Reduced (Covid-19) Timetable Enquiry 1
Timetable Enquiry 1
Tyre burst 1
Accident 1
Staff response / Lack of Information to a
customer query 1
Issue with door on bus 1
Condition/ cleanliness of bus 1
Diverted route 1
Thermal Incident 1
Driver took wrong route 1

 

 

Multiple complaints are linked to the following services:

 

-          X1

-          300a

-          212

-          261

 

 

Review Procedure

 

We trust this answers your request, however, if you are not satisfied with
this response you may request a review by writing to the Translink General
Counsel and Company Secretary, who has overall responsibility for Freedom
of Information and Data Protection issues within this organisation.
Correspondence should be addressed to the above-mentioned at: Translink,
22 Great Victoria Street, Belfast BT2 7LX or by email to
[2][NITHCo / Translink request email].

 

If having exhausted the review process you are not content that your
request or review has been dealt with correctly, you have a further right
of appeal to the Information Commissioner who will make an independent
judgement. The address of the Information Commissioner is: Wycliffe House,
Water Lane, Wilmslow, Cheshire, SK9 5AF. The address of the Information
Commissioner’s Office for Northern Ireland is: 3rd floor, 14 Cromac Place,
Gasworks, Belfast, BT7 2JB.

Yours sincerely,

 

The FOI/DPA Team

[3][email address]

 

 

From: FOI <[4][email address]>
Sent: 10 February 2021 17:47
To: [5][FOI #725754 email]
Subject: Ack_FOI1038

 

Dear Mr Byrne,

 

Freedom of Information Act 2000- (Our Reference: FOI1038)

 

We acknowledge receipt of your email of 09 February 2021, under the
Freedom of Information Act 2000 (“The Act”).

 

You have requested the following information:

 

o How many complaints have been lodged about Ulsterbus vehicles on
Northern Ireland motorways in the last 18 months.
o What were the nature of those complaints and are multiple complaints
linked to a specific service, route or employee?

 

Please be advised, the Act allows us up to 20 working days (excluding any
UK statutory holidays) to process a valid request for information.

 

We may be in touch if your request needs clarified further. If no
clarifications are required, you should expect to receive a response on or
before 09 March 2021.

 

We must also inform you, that while we will make every effort to respond
to your request within the legislative timeframe, there may be a delay, as
a result of the current situation with COVID-19 and our organisational
resources being diverted to work on other high priority areas at this
time. If this situation arises, we kindly ask for your understanding
during this unprecedented time and we will aim to deal with your request
as soon as is practically possible.

 

If you have any queries, please do not hesitate to contact us.

 

Regards,

FOI/DPA Team

 

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