Complaints of bus drivers

Summary

The request sought statistics on complaints against Bus Vannin drivers over two years, details on handling procedures, and improvements to customer service. The Department of Infrastructure disclosed full complaint logs for 2022-2024, explained their processing workflow, and outlined initiatives involving local charities and hidden disability support.

Key Facts

• Total customer feedback complaints were 359 in 2022, 376 in 2023, and 133 in the first five months of 2024.
• Average response time for complaints decreased from 1.66 days in 2022 to 0.79 days in 2023.
• A common complaint involves drivers passing bus stops, which is often resolved by CCTV showing no passengers were present.
• 95% of complaints are processed via email, with a dedicated staff member directing them for immediate review.
• Improvements include partnerships with charities like Manx Blind Welfare and RNIB, and the provision of free 'Hidden Disability' lanyards since October 2021.

Data Disclosed

• 359
• 376
• 133
• 1.66 days
• 0.79 days
• 95%
• 2%
• 3%
• 2022
• 2023
• 2024
• 28th October 2021
• 3880155
• 2024-05-23
• 2024-06-13

Original Request

I would like to know the total amount of complaints made against bus vannin drivers from the previous 2 years. I would also like to know how these complaints were handled, and what was done to better improve your staffs customer service.

Data Tables (24)

Full Response Text

Department of Infrastructure Sea Terminal Building, Douglas, Isle of Man, IM1 2RF

Contact: FOI Response Team Telephone: (01624) 686785 Email: dpo-doi@gov.im

Our ref: 3880155 13 June 2024

Dear ###

We write further to your request, received 23 May 2024, which states:

"I would like to know the total amount of complaints made against bus vannin drivers from the previous 2 years. I would also like to know how these complaints were handled, and what was done to better improve your staffs customer service."

Our response to your request is as follows: I have detailed below the information that is being released to you.

1. Total amount of complaints made against Bus Vannin drivers from the previous two years From 2022 to 2024 you will see that the average response time has come down considerably. Please note that one of the most common and regular complaints by customers relating to drivers is ‘the driver drove straight past the bus stop’ when CCTV footage later showed that no customers were at the bus stop at the time of it passing. Full stats sheet below: CUSTOMER FEEDBACK LOG 2022 Month Customer Feedback Average response time jan 24 1.83 days feb 6 0 days mar 19 1 day apr 14 1.1 days may 18 1.07 days jun 62 1.26 days jul 62 1.42 days aug 39 1.35 days

sep 40 3.77 days oct 19 6.54 days nov 32 0 days dec 24 0 days total 359 1.66 days 2023 Month Customer Feedback Average response time jan 35 0 feb 20 0 mar 33 0 apr 36 0 may 24 0 jun 48 2 jul 30 0 aug 34 0 sep 20 0 oct 47 1.5 nov 28 2 dec 21 1.26 total 376 0.79 2024 Month Customer Feedback Average response time jan 21 1.05 feb 10 1.22 mar 27 1.5 apr 19 1 may 36
N/A

1. How were these complaints handled All complaints are processed by email(95%), letter(2%) or call(3%) within a few hours to 24 hours unless it falls on the weekend. We have a dedicated member of staff who looks after the Customer Feedback Inbox at Public Transport. They direct the Complaint/Compliment/Suggestion to the appropriate member of the department for immediate review. It then gets replied to and logged in a customer feedback monthly spreadsheet recording the whole process from date submitted to date closed. A monthly Customer Feedback summary is then issued to the Senior Management at IoM Transport for their review.

Where there is an incident involving CCTV footage investigation working with the IOM Constabulary, Insurance or under Senior Management review the process may take longer. All customers will get an automatic notification from Public Transport when they submit their email/letter/call that their notification has been received and will be processed in a timely period. 3. What has been done to better improve the staffs customer service We have been working with many local charities in the last few years to support our customer’s needs whether through hidden disabilities or general customer support.
As an example we hold familiarisation days for customers with our staff on the buses with site visits to Manx Blind Welfare. Manx Deaf Society, RNIB, Mencap, Dementia, Autism charities and other adult learning community groups have also been supported with in house training at Transport HQ for our bus drivers and operational staff.
Children taking the leap from Primary to Secondary school are given an annual walk around our public buses, our services, our school ticket process with drivers and inspectors at UCM to guide them through the initial anxiety of taking their first independent steps on to a bus from home to school. We have also offered since Thursday 28th October 2021 through The Welcome Centre the ‘Hidden Disability’ lanyards for FREE to our customers to give a more subtle awareness that some stepping onto the bus may require a little extra support. Our bus drivers and customer service team are constantly trying to give a stress–free experience to those with hidden disability travelling with us. The lanyards highlight to our bus vannin drivers and operational staff that they may need extra support whether it’s to give customers more time to process information such as ticket prices, support when boarding and disembarking or by using slower, clearer speech. We are constantly looking to develop, work with local communities, the Education Department and listen to suggestions of our customers to improve our islands bus network and travel experience for all.

Please quote the reference number 3880155 in any future communications.

Your right to request a review

If you are unhappy with this response to your freedom of information request, you may ask us to carry out an internal review of the response, by completing a complaint form and submitting it electronically or by delivery/post.

An electronic version of our complaint form can be found by going to our website at https://services.gov.im/freedom-of-information/Review . If you would like a paper version of our complaint form to be sent to you by post, please contact me and I will be happy to arrange for this. Your review request should explain why you are dissatisfied with this response, and should be made as soon as practicable. We will respond as soon as the review has been concluded.

If you are not satisfied with the result of the review, you then have the right to appeal to the Information Commissioner for a decision on; 1. Whether we have responded to your request for information in accordance with Part 2 of the Freedom of Information Act 2015; or 2. Whether we are justified in refusing to give you the information requested.
In response to an application for review, the Information Commissioner may, at any time, attempt to resolve a matter by negotiation, conciliation, mediation or another form of alternative dispute resolution and will have regard to any outcome of this in making any subsequent decision. More detailed information on your right to a review can be found on the Information Commissioner’s website at www.inforights.im. Should you have any queries concerning this letter, please do not hesitate to contact me. Further information about freedom of information requests can be found at www.gov.im/foi.

I will now close your request as of this date.

Department of Infrastructure Sea Terminal Building, Douglas, Isle of Man, IM1 2RF

Contact: FOI Response Team Telephone: (01624) 686785 Email: dpo-doi@gov.im

Our ref: 3880155 13 June 2024

Dear ###

We write further to your request, received 23 May 2024, which states:

"I would like to know the total amount of complaints made against bus vannin drivers from the previous 2 years. I would also like to know how these complaints were handled, and what was done to better improve your staffs customer service."

Our response to your request is as follows: I have detailed below the information that is being released to you.

1. Total amount of complaints made against Bus Vannin drivers from the previous two years From 2022 to 2024 you will see that the average response time has come down considerably. Please note that one of the most common and regular complaints by customers relating to drivers is ‘the driver drove straight past the bus stop’ when CCTV footage later showed that no customers were at the bus stop at the time of it passing. Full stats sheet below: CUSTOMER FEEDBACK LOG 2022 Month Customer Feedback Average response time jan 24 1.83 days feb 6 0 days mar 19 1 day apr 14 1.1 days may 18 1.07 days jun 62 1.26 days jul 62 1.42 days aug 39 1.35 days

sep 40 3.77 days oct 19 6.54 days nov 32 0 days dec 24 0 days total 359 1.66 days 2023 Month Customer Feedback Average response time jan 35 0 feb 20 0 mar 33 0 apr 36 0 may 24 0 jun 48 2 jul 30 0 aug 34 0 sep 20 0 oct 47 1.5 nov 28 2 dec 21 1.26 total 376 0.79 2024 Month Customer Feedback Average response time jan 21 1.05 feb 10 1.22 mar 27 1.5 apr 19 1 may 36
N/A

1. How were these complaints handled All complaints are processed by email(95%), letter(2%) or call(3%) within a few hours to 24 hours unless it falls on the weekend. We have a dedicated member of staff who looks after the Customer Feedback Inbox at Public Transport. They direct the Complaint/Compliment/Suggestion to the appropriate member of the department for immediate review. It then gets replied to and logged in a customer feedback monthly spreadsheet recording the whole process from date submitted to date closed. A monthly Customer Feedback summary is then issued to the Senior Management at IoM Transport for their review.

Where there is an incident involving CCTV footage investigation working with the IOM Constabulary, Insurance or under Senior Management review the process may take longer. All customers will get an automatic notification from Public Transport when they submit their email/letter/call that their notification has been received and will be processed in a timely period. 3. What has been done to better improve the staffs customer service We have been working with many local charities in the last few years to support our customer’s needs whether through hidden disabilities or general customer support.
As an example we hold familiarisation days for customers with our staff on the buses with site visits to Manx Blind Welfare. Manx Deaf Society, RNIB, Mencap, Dementia, Autism charities and other adult learning community groups have also been supported with in house training at Transport HQ for our bus drivers and operational staff.
Children taking the leap from Primary to Secondary school are given an annual walk around our public buses, our services, our school ticket process with drivers and inspectors at UCM to guide them through the initial anxiety of taking their first independent steps on to a bus from home to school. We have also offered since Thursday 28th October 2021 through The Welcome Centre the ‘Hidden Disability’ lanyards for FREE to our customers to give a more subtle awareness that some stepping onto the bus may require a little extra support. Our bus drivers and customer service team are constantly trying to give a stress–free experience to those with hidden disability travelling with us. The lanyards highlight to our bus vannin drivers and operational staff that they may need extra support whether it’s to give customers more time to process information such as ticket prices, support when boarding and disembarking or by using slower, clearer speech. We are constantly looking to develop, work with local communities, the Education Department and listen to suggestions of our customers to improve our islands bus network and travel experience for all.

Please quote the reference number 3880155 in any future communications.

Your right to request a review

If you are unhappy with this response to your freedom of information request, you may ask us to carry out an internal review of the response, by completing a complaint form and submitting it electronically or by delivery/post.

An electronic version of our complaint form can be found by going to our website at https://services.gov.im/freedom-of-information/Review . If you would like a paper version of our complaint form to be sent to you by post, please contact me and I will be happy to arrange for this. Your review request should explain why you are dissatisfied with this response, and should be made as soon as practicable. We will respond as soon as the review has been concluded.

If you are not satisfied with the result of the review, you then have the right to appeal to the Information Commissioner for a decision on; 1. Whether we have responded to your request for information in accordance with Part 2 of the Freedom of Information Act 2015; or 2. Whether we are justified in refusing to give you the information requested.
In response to an application for review, the Information Commissioner may, at any time, attempt to resolve a matter by negotiation, conciliation, mediation or another form of alternative dispute resolution and will have regard to any outcome of this in making any subsequent decision. More detailed information on your right to a review can be found on the Information Commissioner’s website at www.inforights.im. Should you have any queries concerning this letter, please do not hesitate to contact me. Further information about freedom of information requests can be found at www.gov.im/foi.

I will now close your request as of this date.