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Bus Feedback Online Portal

Reliable public transport to school is vital in enabling children to access education and a large proportion of pupils use buses to travel to and from school.

I therefore want to make you aware of a new facility that Kent County Council (KCC) are providing to make it easier for schools, parents and all bus users in Kent to provide feedback on the quality of service delivered by the bus providers. This will enable us to help rectify any issues with bus providers. We need to know when service falls below acceptable standards, so that we act when services fail.

During our Big Conversation with residents last summer, which looked at public transport in Kent, many people told us that they didn't know who to give feedback to about the quality of bus services. So, to make this easier, KCC have launched an online Bus Feedback Portal which includes information about how to make a formal complaint or indeed a compliment about bus services and who to contact if you experience problems with bus services.

It also includes a short feedback form for residents to let us know about their experiences of using buses and the quality of service provided. Whilst KCC does not run bus services in Kent, we can use the feedback that we get to gain a better understanding of the types of problems and to spot trends about the areas or on which services they arise. We will use this information to inform the conversations that we have with bus operators through our Quality Bus Partnerships or more generally to help improve services.

I would encourage you to take a look at the website and promote this to your pupils and their parents.

I appreciate the importance of transport operating effectively to get pupils to school on time and home safely. I therefore hope that you find the feedback portal helpful and use it to ensure we know where improvements need to be made.

Paul Carter, CBE
Leader of Kent County Council