As Minister for Transport, I have responsibility for policy and overall funding in relation to public transport; however, I am not involved in the day-to-day operations of public transport. The National Transport Authority (NTA) has statutory responsibility for securing the provision of public passenger transport services nationally and for the scheduling and timetabling of these services in conjunction with the relevant transport operators.
The NTA's contracts with public transport operators have been strengthened in recent years, to incentivise operators to operate more reliable and punctual services, and they are also investing in a new vehicle location system for the fleet which will improve the reliability of the real time passenger information system.
We are seeing more people using public transport services and we are improving our fleet across the country and I am acutely aware that commuters need certainty around bus services.
With regard to the complaints process involving the NTA, their Customer Charter describes the NTA's commitments to public transport customers. While the NTA's Customer Action plan describes how they deliver the commitments and standards that are set out in the Customer Charter. In the event that someone wishes to raise a complaint with the NTA, they can contact them through any of the following means:
Email: info@transportforireland.ie;
Phone: 01 879 8300;
By Letter: National Transport Authority, Dún Scéine, Iveagh Court, Harcourt Lane, Dublin 2; and
Twitter: @TFIupdates
The NTA will acknowledge all customer complaints received, and they aim to issue a full response in a timely manner. The NTA also use independent market research providers to audit and offer suggested improvements to their services. As such, the NTA remain the body best placed to assist with any queries or concerns in relation to public transport services.
In the event that a complaint submitted to the NTA has not been responded to/resolved, the matter can ultimately be escalated to the Office of the Ombudsman (Make A Complaint | Ombudsman.ie | The Office Of The Ombudsman).
In light of the NTA’s responsibility in this area, I have forwarded the Deputy's question to the NTA for direct reply. Please advise my private office if you do not receive a response within ten working days.
