Complaints about bus drivers

MQT on 2015-10-21
Session date: 
October 21, 2015
Question By: 
Caroline Pidgeon
Liberal Democrats
Asked Of: 
The Mayor


How many complaints have been made about poor quality and/or dangerous driving by bus drivers on the TfL network each year since 2010? Please provide a table showing what proportion of complaints led to disciplinary measures being taken against the driver and/or bus company.


Answer for Complaints about bus drivers

Answer for Complaints about bus drivers

Answered By: 
The Mayor

The list below provides the number of cases received by TfL's Contact Centre for alleged poor driving. This includes assertions about dangerous driving from members of the public for each of the calendar years mentioned. The figure for 2015 covers January 1 to September 30.

Complaints about Poor/Dangerous Driving

Year              Number of Complaints

2010              5130

2011              4676

2012              5207

2013              5719

2014              6172

2015              4860

The totals have risen proportionately in line with increasing patronage on the network as well as non-bus driver complaints.  The absolute rise is also attributed to the advent of mobile phone applications which enable customers to tap details into simple templates within a minute and text to TfL, as well as greater numbers of passenger journeys.

Customer satisfaction with the bus network, however, remains at a record high of 85 and, to maintain or raise scores further, work is being undertaken to enhance the customer experience  provided by drivers as well as promote greater care and risk awareness behind the wheel.

TfL does not hold data on the outcome of disciplinary hearings as bus drivers are directly employed by contracted operators and each company will have its own procedures for dealing with staff in relation to its corporate standards of conduct.

A better measure of driver performance is independent Driver Quality Monitoring (DQM) which TfL uses to assure itself that professional driving standards are being maintained or enhanced across the fleet. This covert assessment examines drivers against 23 technical standards including braking, acceleration and use of mirrors. It is a much more objective form of evaluation than complaints which can be subjective and less likely to identify discernable issues.

The table below provides DQM figures between 2010-2015 (again the figure for 2015 covers January 1 to September 30)

Year              Driver Quality Monitoring scores

2010              7.55

2011              5.70

2012              6.04

2013              5.89

2014              7.04

2015              6.58