HL Deb 25 June 1999 vol 602 c117WA
Earl Russell

asked Her Majesty's Government:

Whether they have any responsibility to ensure that customers of privatised bus companies in London should be able to communicate with the companies. [HL2844]

Lord Whitty

In London, bus companies that operate services on behalf of London Transport Buses (LTB) are committed to the London Bus Passenger's Charter. They are expected to abide by LTB's own code of practice to deal with passenger inquiries and LTB audit company correspondence to monitor compliance with the code. In London companies are contractually obliged to display, within their buses, their address where passenger comments should be directed in the first instance. If a passenger has reported a grievance and remains dissatisfied with the company's response, he or she can take the matter further with LTB and then ultimately with the London Regional Passengers Committee whose addresses must also be displayed in the same way.