By Annette Chrysostomou
SOME 1,866 complaints were filed by passengers against public bus companies in the past two years, according to a recent report by the ministry of transport, communication and works. As a result, 1091 members of staff were penalised, 35 of whom were fired.
The others were reproached verbally and in writing.
The report spanning the two years from 2013 to 2014 has been submitted by the bus companies following EU regulations. It is issued every two years in order to safeguard the rights of passengers and gives statistics on complaints and sanctions applied.
The number of complaints depend on passenger traffic and the geographic coverage of each company, so it is not surprising that most complaints were directed at the biggest company, OSEL in Nicosia. Topping the list with 313 passengers in Nicosia alone are complaints about the behaviour of staff. Next on the list are the state of bus stations and delays.
The statistics show that by far the biggest problem for intercity buses is overcrowding.
Initial reports after the implementation of the system in 2010 showed that the original objectives of the ministry’s project had not been delivered. In a statement by the ministry, the reasons are cited.
One of them was the lack of an integrated approach, such as aligning the appropriate legislative framework with the organisational framework and the procedures provided.
Secondly, it emerged that contractors did not have the necessary experience and culture in service delivery to passengers.
Thirdly, the system did not provide any incentive for contractors to improve the services provided or reduce costs.
In February this year, parliament voted on an amendment of the road transport law. The road transport department now has the authority to suspend or revoke the licenses of bus drivers.
For law enforcement purposes, a number of full-time inspectors have been commissioned.
The authorities have specified that there should be at least one per 20 vehicles and controls are carried out on buses, at bus stops and stations.
Citizens may submit their complaints to the contractor via telephone, in writing, as well as electronic and personal communication within three months.
As Skevi Constantinou from the ministry told the Cyprus Mail, companies record complaints on a special form and subsequently investigate these complaints. They then proceed to take all necessary actions to resolve them. Finally, they inform the citizen orally or in writing. Those customers who are not satisfied with the response of the operating companies can contact the contracting authority which will further investigate the complaint.
The bus companies have also been advised by the ministry to organise staff training programmes at least once a year.
Only 3 per cent of Cypriots use public transport on a daily basis, and 74 per cent don’t use it at all, reported the European Commission. Considering these figures, the amount of complaints is still considerable.
However, some of the measures seem to be working. The number of complaints in Nicosia has dropped from 370 in 2013 to 274 in 2014 and less people have complained about the overcrowding in intercity buses, 283 in 2013 and 163 the following year.
