Bus Driver Conduct, Complaints and Disciplinary Statistics

Summary

The requester asked for five years of aggregated statistics on bus driver conduct, complaints, and disciplinary actions for Bus Vannin. The Department of Infrastructure provided complaint data by category but stated it does not hold disciplinary records, which are managed by the Office of Human Resources.

Key Facts

• Complaint statistics were provided for the years 2021 through 2025.
• Disciplinary action data was not released because the Department does not retain historic staff records.
• Disciplinary records fall under the responsibility of the Office of Human Resources (OHR).
• The Department only holds information regarding current, live formal processes.
• The requester was advised to contact OHR directly for disciplinary information.

Data Disclosed

• 2021: 89 total complaints
• 2022: 98 total complaints
• 2023: 121 total complaints
• 2024: 118 total complaints
• 2025: 102 total complaints
• Reference number: 5147260
• Date received: 2025-12-04
• Outcome date: 2026-01-07

Original Request

Please provide aggregated statistics for the past five years relating to bus driver conduct, complaints and disciplinary actions within Bus Vannin. Please include: * The total number of complaints received that specifically relate to bus driver behaviour or conduct * A breakdown of these complaints by category, such as driving standards, customer interaction or inappropriate behaviour * The number of these complaints that resulted in any form of action including informal warnings, retraining, formal disciplinary action or dismissal * The total number of disciplinary actions issued to bus drivers * A breakdown of these disciplinary actions by category, such as driving standards, attendance issues, conduct, safety breaches or customer service issues * The outcome of each category where available, for example warning issued, retraining required, suspension or dismissal I am not requesting any personal data or information that could identify any individual driver or complainant. I am requesting aggregated statistics only. If any year or category cannot be completed due to lack of records, please provide the data that is available rather than refusing the whole request. If any part of this request is withheld or redacted, please specify the exact exemption or exemptions relied upon and the reasoning for applying each one.

Data Tables (1)

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: 5147260 6 January 2026

Dear ###

We write further to your request, received 4 December 2025, which states:

"Please provide aggregated statistics for the past five years relating to bus driver conduct, complaints and disciplinary actions within Bus Vannin.

Please include:

• The total number of complaints received that specifically relate to bus driver behaviour or conduct

• A breakdown of these complaints by category, such as driving standards, customer interaction or inappropriate behaviour

• The number of these complaints that resulted in any form of action including informal warnings, retraining, formal disciplinary action or dismissal

• The total number of disciplinary actions issued to bus drivers

• A breakdown of these disciplinary actions by category, such as driving standards, attendance issues, conduct, safety breaches or customer service issues

• The outcome of each category where available, for example warning issued, retraining required, suspension or dismissal

I am not requesting any personal data or information that could identify any individual driver or complainant. I am requesting aggregated statistics only.

If any year or category cannot be completed due to lack of records, please provide the data that is available rather than refusing the whole request. If any part of this request is withheld or redacted, please specify the exact exemption or exemptions relied upon and the reasoning for applying each one."

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

Please note the table below which has been extracted from our complaints logs;

Year Total Driving Standards Customer Interaction Behaviour 2021 89 65 20 4 2022 98 69 19 10 2023 121 88 25 8 2024 118 85 27 6 2025 102 79 20 3

The Department does not hold the remaining information requested. These matters relate to staff records, which are not retained by the Division and fall under the responsibility of the Office of Human Resources (OHR).

The Division holds information only in respect of current, live formal processes. It does not retain historic staff records that are no longer active, such as disciplinary records that have expired (for example, a final written warning issued several years ago).

As the information is not held by the Department, it cannot be provided in response to this request. The requester may wish to contact OHR directly should they wish to establish whether any relevant information is held by that office.

Please quote the reference number 5147260 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.