New complaint system for bus users

The changes are due to take place in 2002

The way complaints against bus companies in Scotland are handled is to be shaken-up.

Bus users will be given more of a voice when they complain about poor services and more flexible penalties could be imposed on bus operators for poor performance.

The planned moves have been announced by Scottish transport minister Sarah Boyack.

It signals the beginning of a period of close scrutiny of bus service provision north of the border.

The plan was outlined by Sarah Boyack

Ms Boyack, on Sunday, launched a consultation paper on the role and powers of the Bus Users' Complaints Tribunal (BUCT) which will come into force in early 2002.

The tribunal is being set up to consider complaints about the delivery of local services which have not been satisfactorily resolved by a bus operator.

It will have the power to investigate complaints as well as the power to make the bus companies pay compensation to passengers.

Ms Boyack said: "For the first time, Scotland's bus users will have a statutory complaints procedure when things do not go right and the bus operators don't address the problem adequately.

"The establishment of a tribunal represents the beginning of the end of the frustration experienced by people who feel they are short changed by local bus operators."

People are being encouraged to use more public transport

The minister said shortcomings would be investigated which could lead to compensation being awarded to the complainants.

Ms Boyack went on: "The new measures represent a win-win situation, passengers win the right to demand better service provision and the operators will win more passengers with a more customer-orientated approach."

She said the tribunal would safeguard the interests of bus users and encourage a fairer balance of rights between passengers and operators.

Ms Boyack added: "I expect to see a substantial improvement throughout Scotland in the delivery of local bus services, and operators being more receptive to passenger complaints if things go wrong."