Bus Services Bill [HL] — House of Lords, 2016-07-20
Topic: Transportation
Tariq Ahmad (Conservative, Centre-right): My Lords, as has been said by those noble Lords who have contributed to this short debate, this is something that we have talked about in terms of the principle. The amendment would ensure that local transport authorities set out mechanisms through which passengers are involved in the monitoring and evaluation of any scheme that is implemented as a result of the Bill Turning first to the aspect of the amendment that relates to passenger representation, the noble Lord, Lord Kennedy, proposed a similar amendment which was discussed on the second day in Committee. As I said then, hearing from passengers helps authorities and operators to understand the needs of their local communities and to design schemes that can bring real benefits. I am also keen to ensure that any authority implementing either a franchising or partnership scheme thinks carefully about the outcomes it is looking to achieve, and how it will evaluate and monitor the performance of the scheme. I further agree that passengers should be involved in that process, as they will be the ones with the day-to-day experience of using the services I am therefore happy to consider how best to accommodate this. I will consider what the noble Lord, Lord Whitty, said about how the Government plan to outline this and whether we look to further guidance where we can better set out our wider expectations relating to how passengers should be involved throughout the process, both while schemes are being developed and once they have been implemented. I will provide, as the noble Lord requested, further clarification in advance of Report Turning to the second half of the amendment, which relates to complaints procedures, I agree that it is important that passengers’ voices are heard and that their complaints are dealt with effectively It is always good to be in advance of the Box note. I have just received one that says, "I would be pleased to write to the noble Lord, Lord Whitty, in that respect". It shows that Ministers can think for themselves. That may be a startling revelation to the Box, but I am sure my officials are well versed in how I work There is a well-established procedure for handling complaints about bus services, whereby complaints are first made to the operator. If the passenger remains dissatisfied, they can be taken up by Bus Users UK and finally by the Bus Appeals Body. This procedure has been endorsed by Transport Focus, the statutory champion for bus passengers. I am keen to ensure that passengers who use services specified under a scheme of the kind set out in the Bill have access to a complaints procedure at least as good as the one currently in place I recognise that the authority may have a role to play in dealing with complaints, particularly where it has introduced franchising. I therefore agree entirely that complaints procedures should be clear to all passengers, and that any authority introducing a franchising scheme in particular should clarify its role in the process, working with Bus Users UK and others. I suggest that we have further discussions on these matters and hope that, with the reassurances I have given and the commitment to write to noble Lords in advance of Report, there is sufficient reassurance of the seriousness with which I intend to consider this proposal, and the noble Lord will be minded to withdraw his amendment.