Standards

  • Operate most services in the Councilís area every day of the year. A reduced service may operate on public holidays, subject to passenger demand and availability of driving staff.
  • Process registrations within 7 working days and will acknowledge receipt either by telephone or letter. We will attempt to meet urgent travel needs on the same day as registration, subject to availability.
  • Aim to have telephone lines available when passengers phone the office.
  • Aim to answer calls within 5 rings.
  • Ensure that all our drivers are fully trained to give any reasonable assistance passengers may require to and from their homes, and on entering and leaving the vehicles.
  • Ensure that wheelchairs are securely restrained using approved equipment on all journeys.
  • Test passenger satisfaction with our vehicles and their cleanliness on a regular basis and report the results to customers.
  • Acknowledge any complaint/comment in writing/telephone within 7 working days with a copy of the formal procedures.
  • Always accept one advanced booking for any passenger subject to availability. In addition, you can try for as many bookings for trips on the same day or the day ahead. We will do our best to accommodate these.
  • Aim to complete 1.5 passenger trips per scheduled working hour (Dial-a-Ride) and 6 passenger trips per scheduled working hour (Dial-a-Bus).
  • Pick up 97% of customers within 15 minutes of the scheduled trip time.
  • Complete 99% of all trips booked.
  • Ensure that all customers are treated with courtesy and respect. We will measure our success with customer satisfaction surveys and report the results to our customers.