Complaints/incidents/accidents involving cyclists for the last 5 years

V Woodsford made this Freedom of Information request to Cardiff City Transport Services Limited

This request has been closed to new correspondence from the public body. Contact us if you think it ought be re-opened.

The request was refused by Cardiff City Transport Services Limited.

Dear Cardiff City Transport Services Limited,

I would like to request data, under the freedom of information act, regarding:

Number of complaints made, by cyclists or pedestrians, to Cardiff Bus, regarding dangerous/unsafe driving, in the last 5 years;

Number of incidents/accidents, involving cyclists, recorded by Cardiff Bus, in the last 5 years;

For the above complaints/incidents/accidents, how many had on bus/CCTV footage available to support or refute any claims?

Yours faithfully
V Woodsford

Talk to Us, Cardiff City Transport Services Limited

Thank you for your recent e-mail.

We appreciate the time you have taken to send us your feedback or enquiry.

Your message will be passed to one of our representatives and we will aim
to respond to you within 5 working days.

Please do not reply to this e-mail as it is an automated response.

If you wish to contact us direct then ring us on +44 (0) 029 2066 6444 or
call in to our centres based at:

• Leckwith Depot and Offices, Sloper Road, Cardiff, CF11 8TB
• Cardiff Central Library on the corner of The Hayes and Mill Street,
Cardiff

Once again many thanks for your feedback/enquiry.

The Customer Service Team

Cardiff bus

Angela Marsh, Cardiff City Transport Services Limited

1 Attachment

Dear V Woodsford

 

Thank you for your email requesting information under the Freedom of
Information Act.

 

I will come back to you in line with the timescales stipulated in the Act.

 

Many thanks

 

 

 

Angela Marsh

PA to the Directors

direct: (029) 2078 7730

office: (029) 2078 7700
[1]cid:image001.png@01D24720.7EB74030

Cardiff City Transport Services Limited, Sloper Road, Cardiff, CF11 8TB.

Registered in England and Wales, number 2001229.

 

 

 

 

From: V Woodsford [[2]mailto:[FOI #510678 email]]
Sent: 16 August 2018 16:22
To: Talk to Us <[3][Cardiff Bus request email]>
Subject: Freedom of Information request - Complaints/incidents/accidents
involving cyclists for the last 5 years

 

Dear Cardiff City Transport Services Limited,

I would like to request data, under the freedom of information act,
regarding:

Number of complaints made, by cyclists or pedestrians, to Cardiff Bus,
regarding dangerous/unsafe driving, in the last 5 years;

Number of incidents/accidents, involving cyclists, recorded by Cardiff
Bus, in the last 5 years;

For the above complaints/incidents/accidents, how many had on bus/CCTV
footage available to support or refute any claims?

Yours faithfully
V Woodsford

show quoted sections

Dear Angela Marsh,

The 20 working day period, since I submitted my FOI request, finished yesterday (14th August 2018). I have not received your response.

Please can you confirm when I will receive the information?

Yours sincerely,

V Woodsford

Angela Marsh, Cardiff City Transport Services Limited

Dear V Woodsford

 

Thank you for your enquiry received under the Freedom of Information Act.

 

To address your points queried as follows:-

 

1.       Number of complaints made, by cyclists or pedestrians, to Cardiff
Bus, regarding dangerous/unsafe driving, in the last 5 years;

Within our complaint system we classify all of the above matters under a
Driving Standards category and we are unable to report specifically on
allegations made by cyclists or pedestrians. The cost involved in
reviewing this data in detail to identify those complaints submitted by
cyclists and pedestrians would exceed the cost of compliance provisions
within the relevant legislation. However as an alternative we can supply
aggregated data for all Driving Standards complaints received in this
period.

 

2.       Number of incidents/accidents, involving cyclists, recorded by
Cardiff Bus, in the last 5 years

With regard to incidents/accidents, we do not have a separate
classification within our systems for incidents involving cyclists. As
above, the cost of complying with this request exceeds the limits set out
in the legislation.

 

3.       For the above complaints/incidents/accidents, how many had on
bus/CCTV footage available to support or refute any claims?

The outcome of any CCTV retrieval is noted appropriately on each
individual complaint/incident record and it is not possible to report on
this number. As above, the cost of complying with this request exceeds the
limits set out in the legislation.

 

 

If you are dissatisfied with this response for any reason you do have a
right to request an internal review. Internal review requests should be
submitted within two months of the date of receipt of the response to your
original letter and should be addressed to:

 

Mr D James

Associate Finance Director

Cardiff Bus

Sloper Road

Leckwith

Cardiff CF11 8TB

 

An internal panel will then review the request, and you will be advised of
the outcome.  If, having requested an internal review by Cardiff City
Transport Services Limited, you are still not satisfied with our response
you also have a right of appeal to the Information Commissioner at:

 

Information Commissioner's Office

Information Commissioner's Office

Wycliffe House

Water Lane

Wilmslow

Cheshire, SK9 5AF

0303 123 1113

[1]http://www.ico.gov.uk/

 

Regards

 

 

 

Chris Davidson

Customer Service Manager

 

 

show quoted sections

Dear Cardiff City Transport Services Limited,

Please pass this on to the person who conducts Freedom of Information reviews.

I am writing to request an internal review of Cardiff City Transport Services Limited's handling of my FOI request 'Complaints/incidents/accidents involving cyclists for the last 5 years'.

I requested information regarding number of complaints/incidents or accidents involving cyclists and or pedestrians over the last 5 years.

The response from your team could be paraphrased as "We don't know and we have so many complaints that wading through them to find this data would be too lengthy and expensive a process". I believe this to be an unacceptable response.

If you are unaware of the sources of your complaints and unable to categorise them, how are you able to audit your safety record and ensure continued improvements or compliance with recommendations?

A full history of my FOI request and all correspondence is available on the Internet at this address: https://www.whatdotheyknow.com/request/c...

Yours faithfully,

V Woodsford

Talk to Us, Cardiff City Transport Services Limited

Thank you for your recent e-mail.

We appreciate the time you have taken to send us your feedback or enquiry.

Your message will be passed to one of our representatives and we will aim
to respond to you within 5 working days.

Please do not reply to this e-mail as it is an automated response.

If you wish to contact us direct then ring us on +44 (0) 029 2066 6444 or
call in to our centres based at:

• Leckwith Depot and Offices, Sloper Road, Cardiff, CF11 8TB
• Cardiff Central Library on the corner of The Hayes and Mill Street,
Cardiff

Once again many thanks for your feedback/enquiry.

The Customer Service Team

Cardiff bus

Dear Cardiff City Transport Services Limited,

The response to my previous email, requesting an internal review, by your own admission, was due by Friday 5th October (5 working days from 29th September).

I have not received any correspondence from you. Please can you confirm you are carrying out the internal review of my FOI request?

Yours faithfully,

V Woodsford

Talk to Us, Cardiff City Transport Services Limited

Thank you for your recent e-mail.

We appreciate the time you have taken to send us your feedback or enquiry.

Your message will be passed to one of our representatives and we will aim
to respond to you within 5 working days.

Please do not reply to this e-mail as it is an automated response.

If you wish to contact us direct then ring us on +44 (0) 029 2066 6444 or
call in to our centres based at:

• Leckwith Depot and Offices, Sloper Road, Cardiff, CF11 8TB
• Cardiff Central Library on the corner of The Hayes and Mill Street,
Cardiff

Once again many thanks for your feedback/enquiry.

The Customer Service Team

Cardiff bus

Angela Marsh, Cardiff City Transport Services Limited

1 Attachment

Good afternoon Mr Woodsford

 

I feel we may have had a cross communication with regard to your email
sent to our “talktous” email address requesting an internal review of your
initial Freedom of Information request – please accept my apologies for
this. 

 

The response you received, that indicated 5 working days was a standard
automated response that all recipients receive if they email our ”talk to
us” address. 

 

Freedom of Information response do not fall within this remit due to the
timeframe stipulated within the Act.   I did receive your email requesting
an internal review and this came through on 29 September as you indicated
below.  I can confirm that this has been passed to Mr David James, our
Company Secretary.   Allowing 20 working days from that date I can confirm
we will come back to you by close of business on Friday 26 October 2018.

 

I hope this clarifies things for you.

 

Kind regards and sorry for any confusion.

 

Regards

 

 

Angela Marsh

PA to the Directors

direct: (029) 2078 7730

office: (029) 2078 7700
[1]cid:image001.png@01D24720.7EB74030

Cardiff City Transport Services Limited, Sloper Road, Cardiff, CF11 8TB.

Registered in England and Wales, number 2001229.

 

 

 

 

 

 

 

From: V Woodsford [[2]mailto:[FOI #510678 email]]
Sent: 13 October 2018 09:03
To: Talk to Us <[3][Cardiff Bus request email]>
Subject: Internal review of Freedom of Information request -
Complaints/incidents/accidents involving cyclists for the last 5 years

 

Dear Cardiff City Transport Services Limited,

The response to my previous email, requesting an internal review, by your
own admission, was due by Friday 5th October (5 working days from 29th
September).

I have not received any correspondence from you. Please can you confirm
you are carrying out the internal review of my FOI request?

Yours faithfully,

V Woodsford

show quoted sections

Angela Marsh, Cardiff City Transport Services Limited

2 Attachments

Dear Mr Woodsford

 

Please accept my sincere apologies for not replying in line with the Act. 
The person who would assist with this information is currently out of the
business. 

 

I will make best endeavours to come back to you next week – please accept
my sincere apologies.

 

Kind regards

 

 

Angela Marsh

PA to the Directors

direct: (029) 2078 7730

office: (029) 2078 7700
[1]cid:image001.png@01D24720.7EB74030

Cardiff City Transport Services Limited, Sloper Road, Cardiff, CF11 8TB.

Registered in England and Wales, number 2001229.

 

 

 

 

From: Angela Marsh
Sent: 18 October 2018 15:58
To: V Woodsford <[FOI #510678 email]>
Subject: RE: Internal review of Freedom of Information request -
Complaints/incidents/accidents involving cyclists for the last 5 years

 

Good afternoon Mr Woodsford

 

I feel we may have had a cross communication with regard to your email
sent to our “talktous” email address requesting an internal review of your
initial Freedom of Information request – please accept my apologies for
this. 

 

The response you received, that indicated 5 working days was a standard
automated response that all recipients receive if they email our ”talk to
us” address. 

 

Freedom of Information response do not fall within this remit due to the
timeframe stipulated within the Act.   I did receive your email requesting
an internal review and this came through on 29 September as you indicated
below.  I can confirm that this has been passed to Mr David James, our
Company Secretary.   Allowing 20 working days from that date I can confirm
we will come back to you by close of business on Friday 26 October 2018.

 

I hope this clarifies things for you.

 

Kind regards and sorry for any confusion.

 

Regards

 

 

Angela Marsh

PA to the Directors

direct: (029) 2078 7730

office: (029) 2078 7700
[2]cid:image001.png@01D24720.7EB74030

Cardiff City Transport Services Limited, Sloper Road, Cardiff, CF11 8TB.

Registered in England and Wales, number 2001229.

 

 

 

 

 

 

 

From: V Woodsford [[3]mailto:[FOI #510678 email]]
Sent: 13 October 2018 09:03
To: Talk to Us <[4][Cardiff Bus request email]>
Subject: Internal review of Freedom of Information request -
Complaints/incidents/accidents involving cyclists for the last 5 years

 

Dear Cardiff City Transport Services Limited,

The response to my previous email, requesting an internal review, by your
own admission, was due by Friday 5th October (5 working days from 29th
September).

I have not received any correspondence from you. Please can you confirm
you are carrying out the internal review of my FOI request?

Yours faithfully,

V Woodsford

show quoted sections

Angela Marsh, Cardiff City Transport Services Limited

Dear V Woodsford

 

Thank you for your email regarding an internal review of the Freedom of
Information Act enquiry you submitted relating to
complaints/incidents/accidents involving cyclists for the last 5 years.

 

As we have previously outlined, we use a classification for complaints
related to driving standards but these are not as specific enough to
indicate whether these have been received from a motorist, pedestrian,
cyclist or from a customer on board. Over the 5 year period you have
requested, we have in excess of 2000 complaints under this category. As
such, to review each one at a nominal 2 minutes per case would take in
excess of 66 hours of staff time.  Under section 12 of the Act this would
mean that anticipated costs would exceed the costs normally associated
with such requests.

 

We monitor all complaints relating to driving standards, and these are
monitored each month by both our Senior Management Team and also by our
Front Line Management team and action taken where applicable. We are
OHSAS18001, ISO 9001 and ISO 14001 accredited, and we also receive
periodic audits as part of maintaining these quality and Health and Safety
standards. These place emphasis on both correcting and preventing issues
raised by our customers and members of the public, as well as continuously
improving our record in these areas.

 

Having requested an internal review by Cardiff City Transport Services
Limited, if you are still not satisfied with our response you also have a
right of appeal to the Information Commissioner at:

 

Information Commissioner's Office

Information Commissioner's Office

Wycliffe House

Water Lane

Wilmslow

Cheshire, SK9 5AF

0303 123 1113

[1]http://www.ico.gov.uk/

 

Your sincerely

 

 

 

David James

Associate Finance Director/Company Secretary

 

 

From: V Woodsford [[2]mailto:[FOI #510678 email]]
Sent: 29 September 2018 12:51
To: Talk to Us <[3][Cardiff Bus request email]>
Subject: Internal review of Freedom of Information request -
Complaints/incidents/accidents involving cyclists for the last 5 years

 

Dear Cardiff City Transport Services Limited,

Please pass this on to the person who conducts Freedom of Information
reviews.

I am writing to request an internal review of Cardiff City Transport
Services Limited's handling of my FOI request
'Complaints/incidents/accidents involving cyclists for the last 5 years'.

I requested information regarding number of complaints/incidents or
accidents involving cyclists and or pedestrians over the last 5 years.

The response from your team could be paraphrased as "We don't know and we
have so many complaints that wading through them to find this data would
be too lengthy and expensive a process". I believe this to be an
unacceptable response.

If you are unaware of the sources of your complaints and unable to
categorise them, how are you able to audit your safety record and ensure
continued improvements or compliance with recommendations?

A full history of my FOI request and all correspondence is available on
the Internet at this address:
[4]https://www.whatdotheyknow.com/request/c...

Yours faithfully,

V Woodsford

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