Local Authorities (Scotland) re Bus Passengers' Complaints

Brian Adams made this Freedom of Information request to Clackmannanshire Council

The request was successful.

From: Brian Adams

9 October 2011

Dear Clackmannanshire Council,

Please supply me with the following information about local bus
transport services in your area (including coaches deployed on
fare-stage, multi-stop routes).

1.The number of complaints received about local bus services from
members of the public (or from their advocates) from September 2010
to September 2011 in the following categories.

a) excessive speeds
b) erratic driving
c) drivers failing to wait until passengers are seated
before moving off
d) discourteous drivers
e) falls
f) falls requiring medical attention
g) boarding/disembarking difficulties
h) bus stations
i) time keeping
j) temperature - excessively hot
k) temperature - excessively cold
l) cleanliness
m) comfort
n) other

2. Whether all complaints received between the above dates
were passed to the operator/s concerned.

4. Whether coaches are deployed on multi-stop, fare-stage routes in
your area.

Yours faithfully,

Brian Adams

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From: CustomerService
Clackmannanshire Council

10 October 2011


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Hi

Thanks for your e-mail, I have forwarded it to the relevant department who
will be in touch with you in due course.

Kind regards.

Customer Service Advisor
Customer Contact Centre
01259 45 00 00
[1]Inactive hide details for Brian Adams
<[FOI #89158 email]>Brian Adams
<[FOI #89158 email]>

Brian Adams To FOI requests at
<[FOI #89158 email]> Clackmannanshire Council
<[Clackmannanshire Council request email]>
09/10/2011 19:58 cc
Subject Freedom of Information request
- Local Authorities (Scotland)
re Bus Passengers' Complaints

     Dear Clackmannanshire Council,
   
    Please supply me with the following information about local bus
    transport services in your area (including coaches deployed on
    fare-stage, multi-stop routes).
   
    1.The number of complaints received about local bus services from
    members of the public (or from their advocates) from September 2010
    to September 2011 in the following categories.
   
    a) excessive speeds
    b) erratic driving
    c) drivers failing to wait until passengers are seated
    before moving off
    d) discourteous drivers
    e) falls
    f) falls requiring medical attention
    g) boarding/disembarking difficulties
    h) bus stations
    i) time keeping
    j) temperature - excessively hot
    k) temperature - excessively cold
    l) cleanliness
    m) comfort
    n) other
   
    2. Whether all complaints received between the above dates
    were passed to the operator/s concerned.
   
    4. Whether coaches are deployed on multi-stop, fare-stage routes in
    your area.
   
    Yours faithfully,
   
    Brian Adams
   
   

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From: Ann Nisbet
Clackmannanshire Council

10 October 2011


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+------------------------------------------------------------------------+
| Clackmannanshire Council, Greenfield, Alloa, Clackmannanshire FK10 ||
| 2AD ||
+------------------------------------------------------------------------+

To:
Mr. Brian Adams Contact: Ann Nisbet
Tel. No: 01259 450000
Ref: SER0395F20
Date: 10/10/2011

Dear Mr. Adams

Freedom of Information : SER0395F20

I acknowledge receipt of your request for information which was received
on 10/10/2011 about Local Authorities (Scotland) re Bus Passengers'
Complaints. It will be forwarded to the appropriate Council Service for
action and you should receive a response, or a request for clarification
by 07/11/2011. If there is a need to clarify anything relating to your
request, colleagues will contact you.

If you have any queries about this letter, please contact me.

Yours sincerely

Ann Nisbet

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2. http://twitter.com/#!/clackscouncil
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From: Ann Nisbet
Clackmannanshire Council

18 October 2011


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+------------------------------------------------------------------------+
| Clackmannanshire Council, Greenfield, Alloa, Clackmannanshire FK10 ||
| 2AD ||
+------------------------------------------------------------------------+

To:
Mr. Brian Adams Contact: Ann Nisbet
Tel. No: 01259 452000
Ref: SER0395F20
Date: 18/10/2011

Dear Mr. Adams

Freedom of Information Enquiry: SER0395F20

Thank you for your information request dated 10/10/2011.

I am happy to supply you with the information you requested.

All complaints regarding commercial services are automatically forwarded
to the operator, but no log is kept as Clackmannanshire Council has no
jurisdiction over commercial services.

The following complaints refer to services operated under contract to
Clackmannanshire Council:-

1. Type of Complaint

Excessive speeds - 0
Erratic driving - 0
Drivers failing to wait until passengers are seated before moving off - 0
Discourteous drivers - 2
Falls - 0
Falls requiring medical attention - 0
Boarding/disembarking difficulties - 1
Bus stations - 0
Time keeping - 8
Temperature - excessively hot - 0
Temperature - excessively cold - 0
Cleanliness - 0
Comfort - 0
Other - 4

2. All complaints are passed to the operator concerned.

4. Coaches are not deployed on multi-stop, fare stage routes in
Clackmannanshire.

Yours sincerely

Ann Nisbet

+------------------------------------------------------------------------+
| If you are not satisfied with this response, you may contact the |
| Council’s Head of Strategy and Customer Services seeking a review of |
| your request within 40 working days of receiving the response (the |
| address is: Clackmannanshire Council, Greenfield, Alloa FK10 2AD. |
| (Email address: [email address]). If you are not satisfied |
| with the outcome of the review you have the right to appeal directly |
| to The Scottish Information Commissioner, Kinburn Castle, Doubledykes |
| Road, St. Andrews, Fife KY16 9DS. |
+------------------------------------------------------------------------+

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References

Visible links
1. http://www.clacksweb.org.uk/
2. http://twitter.com/#!/clackscouncil
3. http://www.facebook.com/officialclackman...

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