Information relating to Metro customer complaints

The request was successful.

Pádraig Kavanagh

Dear Northern Ireland Transport Holding Company,

I am a trainee journalist at Belfast Metropolitan College.

I would like to request, under the Freedom of Information Act that you disclose to me information u hold on customer complaints made against your Metro service. Specifically I am requesting: (1) The number of complaints in the last tweleve months (2) The nature or categories of the top 3 most popular customer complaints.

Yours sincerly,

Pádraig Kavanagh

FOI, Northern Ireland Transport Holding Company

Dear Mr. Kavanagh,

I refer to your request for information, received via our FOI Inbox on 2 May 2013. This will be dealt with under the terms of the Freedom of Information Act 2000 and a fuller response will issue within the statutory response period of 20 working days.

Yours sincerely,

Janice Davidson
FOI Co-ordinator
For and on behalf of Translink

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Janice Davidson, Northern Ireland Transport Holding Company

Dear Mr. Kavanagh,

 

Further to my earlier, brief acknowledgement, I am now in a position to
respond more fully to the request which you made under the Freedom of
Information Act 2000.

 

Dealing with your specific queries, our records show that the total number
of Metro complaints for the 12 months of 2012/13 was 3,594.  Of these, the
top 3 categories were:

 

1. Delays to service

2. 'Failed to operate' i.e. service was cancelled or did not run

3. 'Failed to uplift' i.e. customer reported bus did not stop

 

I trust the foregoing deals with the various queries which you raised.  If
you are not satisfied with this response you may request a review by
writing to the Translink Director of Human Resources & Organisational
Development, who has overall responsibility for Freedom of Information and
Data Protection issues within the Northern Ireland Transport Holding
Company/Translink organisation.  Correspondence should be addressed to the
above-mentioned at: Translink, Central Station, East Bridge Street,
Belfast BT1 3PB.

 

If we are then unable to resolve any complaint that you may have, you may
refer the matter 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,

 

 

Janice Davidson

FOI Co-ordinator

For and on behalf of Translink

 

 

More people are choosing the bus or train – go car free, care free

 

 

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Translink is a trading name used by any one or more of the companies under
the ultimate ownership of the Northern Ireland Transport Holding Company
(NITHC). The Group comprises NITHC as parent company which owns Citybus
Limited (which also trades as “Metro”) (NI009039) Flexibus Limited
(NI006724) NIR Travel Limited (NI021091) Northern Ireland Railways Company
Limited (NI006929) Ulsterbus Limited (NI006725), Translink (NI) Limited
(NI006673) and Travel NI Limited (NI017638) - each of which is registered
in Northern Ireland and has its registered office at 3 Milewater Road,
Belfast BT3 9BG.

 

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