FOI request detail

Complaint about bus drivers of QUALITY LINE

Request ID: FOI-0724-1718
Date published: 15 August 2017

You asked

I would like to know how many complaint from the public/passengers about bus drivers of QUALITY LINE were made in the last two years specifically for; Drivers failing to pick up passengers from the stops. And using bad language and aggressive behavior towards the passengers or members of the public. I would be interested in any information held by your organization regarding my request

We answered

Dear A Jama

TfL Ref: FOI-0724-1718

Thank you for your email received by us on 21 June 2017 asking for information on complaints about Quality Line bus drivers.

Your request has been considered in accordance with the requirements of the Freedom of Information Act and our information access policy.  I can confirm that we hold the information you require. You asked:

“…I would like to know how many complaint from the public/passengers about bus drivers of QUALITY LINE were made in the last two years specifically for;

Drivers failing to pick up passengers from the stops. And using bad language and aggressive behaviour towards the passengers or members of the public. …”
 
The figures below are for the two-year date range from 31 May 2015 to 30 May 2017.

Please note that the reason codes differ slightly to the categories stated in your request.
 
 

Reason Code

Number of Complaints

Driver - Refusal to Stop/Open Doors

391

Driver - Offensive/Inappropriate Behaviour

130

Driver - Violent Behaviour

5

Total

526

 

 

If this is not the information you are looking for, please do not hesitate to contact me.

Please see the attached information sheet for details of your right to appeal as well as information on copyright and what to do if you would like to re-use any of the information we have disclosed.

Yours sincerely

Paulina Tuffour
FOI Case Officer

FOI Case Management Team
General Counsel
Transport for London

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